Troubleshooting

Check these first

Four checks resolve most reports. Do them in order before reading further — the answer is usually here.

1. Is the source active? A paused channel never opens a trade by itself. A paused Telegram channel still records its signals, and they wait on the Signals page for you.
2. Is the account connected and green in Trading Accounts?
3. Is auto-trading on for the channel, the account link Active and the account enabled?
4. Does the channel activity log show the message at all? If not, the problem is ingestion, not execution.

Signals arrive but no trade is placed

1. 1

   Check auto-trading

   If Auto-Trading is off for the channel (the default), the signal waits on the Signals page for you to confirm it.

2. 2

   Check the position limit

   When an account already holds your Max Open Positions (Settings → Trading), new signals are refused for it and you get a notification.

3. 3

   Check the daily limits

   If Max Daily Loss or Max Trades/Day is switched on (Settings → Trading or Trading Hub → Risk Settings) and was reached, new copied signals on that account are refused until 00:00 UTC and you get a notification. With Max Daily Loss on, an account whose equity PipSync cannot read or measure is refused too, and you are told.

4. 4

   Check the channel's signal filters

   A signal the channel's Signal filters refuse (a blocked or missing keyword, a blocked or not allowed symbol, outside the ticked sessions) shows as Rejected on the Signals page with the reason, and no order is placed. Change the filter under Channels → your channel → Settings → Auto-trade → Signal filters.

5. 5

   Check the symbol

   The instrument must exist at your broker under that exact name, or be mapped to it under the channel's Symbol mapping. Unknown symbol is the most common rejection.

6. 6

   Check the computed lot size

   The lot size is raised to your Min Lots (with a notification) or capped at Max Lots; it is not rejected for that. A trade is skipped when the account's contract data is unusable, or when a per-account filter (symbol whitelist, session, Min TP, Max SL, Max Spread, max risk) does not pass.

7. 7

   Check the account link

   The source must be linked to the account you are watching. An unlinked account never receives anything.

Telegram signals not arriving

1. 1

   Confirm your Telegram login is still connected

   Settings → Telegram should show the Telegram account card as Connected, and Telegram → Settings → Devices should still list the PipSync session. If you or Telegram ended it, log in again under Settings → Telegram → Connect Telegram Account.

2. 2

   Confirm the source is active

   Open the channel under Channels — the Active toggle must be on.

3. 3

   Check test mode and pause

   Channels → Settings tab: a channel in test mode records signals but never trades them, and a paused Telegram channel is still read and its signals are recorded, but it opens no new trades by itself: they wait on the Signals page until you confirm them.

4. 4

   Reconnect

   Channels → Sources → Reconnect all channels refreshes the live subscriptions.

5. 5

   Look at the raw log

   If messages appear there but produce no signal, it is a parsing problem, not a connection problem — see signal formats.

TradingView webhook not firing

1. 1

   Check TradingView's own alert log

   Alerts → History. If it shows a delivery error, the request never reached PipSync and the problem is the URL.

2. 2

   Re-copy the webhook URL

   Settings → Advanced → TradingView Alerts. Regenerating the token invalidates the old URL immediately — paste the current one.

3. 3

   Validate the JSON

   One missing comma or a smart quote pasted from a document breaks the whole payload.

4. 4

   Check the TradingView plan

   Webhooks require a paid TradingView subscription. Free accounts cannot send them at all.

5. 5

   Read the inbound log

   Settings → Advanced → TradingView Alerts → Recent alerts lists every call that reached PipSync, with the parser error if it was rejected. Empty means TradingView never arrived.

Discord signals not picked up

1. 1

   Confirm the right channels are ticked

   Under Channels — server access is not channel access, each channel is selected explicitly.

2. 2

   Check channel-level permissions

   Channel overrides beat server roles. The PipSync role needs View Channel and Read Message History on that channel.

3. 3

   Re-authorise

   Re-running OAuth refreshes an expired token and any permissions added since.

4. 4

   Check for image-only signals

   Screenshots cannot be parsed. Look at the raw log to see what actually arrived.

Broker connection problems

1. 1

   Re-check the server name

   Character for character, from your terminal. This is the cause more often than everything else combined.

2. 2

   Confirm live vs demo

   A live login on a demo server fails with the same error as a wrong password.

3. 3

   Log in with the platform directly

   If MetaTrader itself cannot connect, the account is disabled or the password needs resetting at the broker.

4. 4

   Check for a second system

   Two platforms trading one login produce trade-context errors and inconsistent state. Give PipSync its own account.

5. 5

   Check whether it is a maintenance window

   Nightly broker maintenance disconnects everything. It reconnects on its own; verify nothing was missed.

Wrong position size

1. 1

   Check whether the signal carried its own lot size

   An explicit size in the message bypasses percentage sizing, capped by your max lot.

2. 2

   Check the symbol variant

   A micro or suffixed variant has a different contract size, so the same lot number means a different exposure.

3. 3

   Check which account it landed on

   Each account sizes from its own balance — 0.5% of a 100k challenge is not 0.5% of your 5k live account.

4. 4

   Re-read the stop distance

   A very tight stop produces a large position for the same risk budget. That is the formula working, not a bug.

The full calculation is in Position sizing.

Duplicate or missing positions

• Duplicates usually mean the same provider is connected twice, or forwards into two channels you both connected.
• A multi-target signal legitimately opens several positions when the channel is set to split by target.
• Missing positions after a broker disconnect: check the trade log for rejections during the outage window.
• Positions closed "by themselves" are nearly always a stop or target being hit — the trade log records the close reason.

When to contact support

If you have been through the relevant section and it still misbehaves, open a ticket with the raw signal text, the timestamp with your timezone, the account name and what you expected. That combination is usually enough to answer without a second round trip.

How to contact support