# Troubleshooting: common problems and what fixes them

What people write to support about most often, each with its cause and the fix.

## Where the app runs

- "The app is on the VPS and nothing trades." — The app is running, but MetaTrader 5 and Telegram are signed in where the app runs. Open Connections in the Desk and sign both in, then add a listener.
- "The page stopped waiting for my command." — Ten minutes passed with nothing heard from the machine. Make a new command and paste it. On a slow machine, press "Give me more time".
- "I cancelled my plan and my VPS still costs me." — A VPS in your own account at a provider is yours and is not removed with your plan. Delete it there.
- "My app on the PC says it was signed out." — The app was started somewhere else on your account, and one account runs one app at a time. Sign in on the PC again to bring it back there.
- "I closed my laptop and the app missed the signals." — A sleeping computer reads nothing. Keep the PC awake while your groups post, or run the app on a VPS.

## Log in to your broker once, and the app sets MetaTrader up for you

- "I copied the server name and it never connects." — Capital letters count: MyBroker-Demo and mybroker-demo are different servers. Start typing the broker's name and pick the server from the list.
- "The password is right and it still says Invalid account." — Use the trading password. The investor password is read-only. Your broker's email lists both.
- "My broker has several servers, so I took the first one." — Your account lives on exactly one of them. It is named in the email your broker sent when the account was opened.
- "MetaTrader opened with a black chart and only a title." — MetaTrader is not logged in to the broker yet. Read the reason in the MetaTrader 5 panel on the Connections page, fix it and click "Connect" again.
- "The Dashboard says MT5 · not logged in to your broker, but MetaTrader is running." — The app's bridge is up, and the broker has not let the account in. The panel on the Connections page says why.
- "The dialog asked me to open MetaTrader and I closed it." — When the app cannot find your server, that search in MetaTrader is what makes the login work. Click "Connect" again, then "Open MetaTrader", and follow the steps.

## Connect a signal group and decide how much you trust it

- "The app sees the signals but does not trade." — The listener is on Watch. Open it and, under "Group and mode", set "Mode" to Manual or Auto. The change is saved by itself.
- "The dry run says every symbol is unknown." — MetaTrader was not logged in to your broker. Log in first; the app refuses to start a dry run until then.
- "I added another group and it does nothing." — Your plan's limit of running listeners was reached, so the new one was created switched off. Switch another off, or upgrade.
- "My signal disappeared from the approval list." — Approvals expire after 10 minutes. The signal stays in the signal list, marked as expired.
- "I cannot find my dry run in the activity list." — Dry-run results are tests. They are in the listener's "Dry runs" window, not in the live activity.
- "The app reads the chatter in my group as signals." — The group has topics and the listener reads all of them. Open the listener, press "Choose…" next to "Topics" and tick only the signals topic.

## The app reads the message the way you would, and holds back when in doubt

- "The channel said close it and nothing happened." — An instruction without a number is read only while that group has a trade open or an order waiting. If one was open, Activity says why nothing changed: the app could not tell which trade was meant, or "Exits and stop moves" is set to "Ignore them".
- "My listener is on Auto but the signal is waiting for my approval." — It was posted while the app was away, or it matches a recent signal. The card says which. Check the price, then press "Trade it" or "Dismiss".
- "The channel posted TP1 hit and my stop did not move." — "TP1 hit" is a report. "Trailing stop" moves the stop as targets fill. A follow-up such as "SL to entry" or "SL 2405" moves it when the channel asks.
- "The channel wrote move SL 20 pips and the stop stayed where it was." — A follow-up needs a stated price. To have the stop follow the trade by a distance, set "Trailing stop" or "Runners" in Settings.
- "The channel edited its post to fix the stop-loss and the app kept the old one." — Each message is read once, when it is posted. Open the signal's story to see which levels were read.
- "I was away for a day and yesterday's signals are not in the list." — Messages older than "Max signal age" are left out unread, with no record, so old calls are not traded at today's prices.
- "My daily signals should have started again at midnight." — The day is the UTC day. In Romania the count starts again at 02:00 in winter and 03:00 in summer.

## Decide what one signal may lose, and when the app has to stop

- "I set 1% and the signal had 4 take-profits, so I risked 4%." — You risked 1%. "Risk % of equity" and "Fixed cash" size the whole signal and share it across its take-profits. Only "Fixed lots" set to "Each take-profit" multiplies.
- "I set Fixed lots 0.10 and got 0.40 lots in the market." — "Fixed lots are for" is "Each take-profit" by default, and the signal had 4 take-profits. Choose "The whole signal" to trade 0.10 in all.
- "My listener's Symbols has EURUSD but EURUSD signals are skipped." — The profile's "Allowed symbols" has to allow it too. Both lists must allow a symbol, written the way the app shows it.
- "My signals stopped for the rest of the day." — A daily limit was reached: "Max traded signals per day", "Max daily loss", or a listener's own daily cap. They start again at the broker's midnight.
- "Signals are skipped in hours I allowed." — "Trading hours" and "Trading days" run on the broker's server clock, often 2 to 3 hours ahead of UTC. Check the clock in MetaTrader's Market Watch and shift the window.
- "My trade is much smaller than 1% of my account." — When the story says "Capped at Max lots per signal (1.00).", the cap cut it. Raise "Max lots per signal". A listener with its own lower "Risk % of equity" trades smaller too.
- "My limit order never filled and then a market order appeared." — "If the limit order expires" is on "Enter at market if still close". Set it to "Cancel it" to trade only at the stated price.
- "My buy stop entered at market as soon as the signal came." — The price was already at or past the level, so the breakout had happened. It enters at market within "Max entry deviation" and is skipped further than that.
- "Both sides of my straddle opened." — "Let both sides of a straddle trade" is on for that listener, or the two sides came in two messages. Switch it off to trade only the side the price reaches first.
- "The group posts BUY STOP but the app skipped it (or bought at once)." — "Stop orders" is off on that listener, so the message is read like any other entry. Open the listener and turn it on under "Entry".
- "A signal without a stop-loss traded with no stop at all." — "Require stop-loss" is off and the default stop for that kind of instrument is on "No stop". Switch it on and type a distance under "Stop-loss", or switch "Require stop-loss" on.
- "I cannot find Max daily loss in Settings." — It is under "Safety limits", in the part named "Per day", beside "Daily profit target". In the Desk, open Settings and pick "Safety limits".
- "My signals for US30 (or GER40, NAS100) are always skipped." — Your broker calls it something else. Open a skipped signal in the app and press "Tell the app what your broker calls it", then pick it from your broker's list. Once is enough.

## Take profit in steps, move the stop behind you, and let the rest run

- "My stop went to TP1 right after TP1 was hit and I was stopped out at once." — That is "A fixed step from the entry". Choose "To the take-profit before", which moves the stop to your entry after TP1, or "Just behind the take-profit reached".
- "TP1 was hit but the stop of my other trades did not move." — "Trailing stop" is "Off" for the profile or the listener, only one trade was left, the trade closed by stop or by hand, or the broker refused the move.
- "With One trade the price passed TP1 and nothing closed." — MetaTrader was closed at that moment. In "One trade" the earlier shares close only while MetaTrader is running. Choose Split if your PC is not always on.
- "My runner was closed on Friday afternoon." — "Close runners before the weekend" is on. It closes runners 30 minutes before 17:00 New York time. Switch it off, for the profile or one listener, to keep them.
- "The runner's stop never moves." — It has not reached "Start following at", "Protect runners" is off, or it is measured in R with no original stop. Then switch "Measure in" to pips.
- "One trade mode opened separate trades." — The trading bridge in MetaTrader is older than 1.13, and the signal's story says so. Close MetaTrader and open it again so the current bridge loads.
- "I gave a listener its own Measure in of pips and the save was refused." — A listener's own "Measure in" needs its own "Start following at" and "Keep the stop behind by" too, because the profile's numbers are in the profile's unit. Add both from "Add a setting of its own…".

## See what happened to every signal and why, from the PC or the phone

- "Where do I get the app for my phone?" — Run it on your device or on a VPS and follow it from your phone in the Desk on relay2trade.com, which installs like an app. A full phone app is on its way.
- "The listener is green but nothing appears in Activity." — The message was set aside by the prefilter or read as "not a signal". Neither shows in Activity: open Signals and choose "Every message".
- "My manual trades are missing from Open positions." — The list shows the trades the app opened, and those are the ones it manages. Trades you open by hand stay in MetaTrader, untouched.
- "I changed a setting on the website but the app still shows the old value." — The app takes a change from the Desk within seconds while it is running and signed in to the same account. While it is offline the change waits, and the page says so.
- "The Desk will not let me change settings." — Keep "Remote control" and "Sync settings & listeners" on, in the app under Settings → Application → "Remote control & sync"; with either off, the page says so. The settings themselves are there from the moment your account is made, with no app needed. No code is asked.
- "I switched profiles and my trades disappeared." — The Dashboard shows one profile at a time, and every profile keeps running. Switch back with "Trading as". The bell shows all profiles.
- "I clicked Force placement and it risked more than my 1%." — Force placement sets aside the rule of yours that refused that one signal: a size below the broker's smallest lot goes at that lot. The window showed the money at risk before you clicked.
- "The app says Relay2Trade is having an outage. What do I change?" — Nothing. The problem is on our side, your app keeps running and picks up where it left off. "Service status" shows which part is affected.

## Several MetaTrader accounts, each with its own rules

- "I opened a second Relay2Trade account for my second MT5 account." — One account is enough. Create a second profile: one licence covers all your profiles, within your plan's "Profiles trading at once".
- "I switched profiles and my trades disappeared." — The Dashboard shows the selected profile. Switch back with "Trading as". The other profile kept trading.
- "I created three profiles but only one trades." — The plan sets how many trade at once: 1 on Basic, 2 on Advanced, 3 on Pro. Stop one to start another, or move to a plan that holds more.
- "Both my profiles use the MetaTrader I already had installed." — MetaTrader is logged in to one account at a time, so every profile runs in a terminal of its own, made by the app. If you pointed two profiles at one install, open Connections, click "Change terminal" and choose "Its own terminal" for each.
- "I stopped trading on a profile and its trailing stop no longer moves." — With the profile's own terminal closed, the app cannot move stops. The stop-loss and take-profit at the broker still work. Switch "Trading" back on and the app manages the trade again.
- "I deleted a profile to free a slot and nothing changed." — Only a profile that was trading uses a slot. To free one, switching its "Trading" off is enough, and the profile keeps its settings and history.
- "My listener's own Max open positions is 5, yet it stopped at 2." — The profile's limit counts the trades of every group, and the other groups had filled it. The listener's own limit and the profile's both apply, and whichever is reached first stops.

## Levels, quests, seasons, cards and the shop: rewards for using the app

- "I received a card and nothing changed." — A card starts when you use it: click "Use now" in the Inventory and confirm. It then runs for its own days, next to any other card.
- "I have XP but I am still level 0." — Levels start with your first subscription payment. Your XP already counts and your level catches up the moment you pay.
- "I was connected all day and got no XP." — XP is paid within seconds. A connected day is paid once, when the app first reports that day, and more hours add nothing. Signals pay up to 50 XP a day and trades up to 100 XP.
- "I typed a coupon to get money off my subscription." — Coupons give items such as cards and Sparks. Money off comes from an offer on your account, applied by itself at checkout. The checkout has no promotion code box.
- "I bought season XP and my place on the board stayed the same." — Bought season XP moves your track and pays its tiers. The boards rank XP earned in the app, so a purchase leaves them unchanged.
- "I had shields and my streak still started again." — A shield covers one missed day. After two or more missed days in a row the streak starts again.
- "My Sparks balance is negative." — A Sparks package was refunded or charged back after its Sparks had been spent, so they came off the balance. Purchases work again once the balance covers the price.

## Speed, what keeps the app running, and support

- "A signal is waiting for my approval but the listener is on Auto." — It was posted while the app was away, or it looks like a duplicate of a recent one. Check the price and click "Trade it" or "Dismiss" within 10 minutes.
- "I closed my laptop and the app missed the signals." — A sleeping computer is time away for the app. Keep the PC awake while your groups post, or run the app on a VPS.
- "The status bar says bridge outdated." — The new trading bridge is already on disk. Close MetaTrader 5 and open it again to load it, or let the repair banner do it.
- "The app says Session expired — log in again." — Your account signed in on another computer, and one computer runs the app at a time. Sign in again on the one you want to use.
- "I used Sign out on the VPS and the app stopped." — Signing out of Windows closes its programs. Close the Remote Desktop window instead, and the app keeps running.
- "The app reported an outage and I started changing my settings." — An outage banner means the cause is on our side. Your setup is fine. The app keeps running and picks up where it left off.
- "I described the problem by email and was asked for the log." — Open the ticket, or reply to it, from the Support page of the app with "Send the recent app log with it" ticked. The log shows us what happened.

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Source: https://relay2trade.com/features/troubleshooting · Updated 2026-10-16