# Troubleshooting What to do, by symptom, when Relay2Trade does not behave as you expect: no trades, the app offline, MetaTrader or Telegram disconnected, approvals, follow-ups, trades closed by themselves, stops, lot sizes, symbols, the licence, a VPS after a restart, notifications, and reaching support. ## Where to look first - **The Desk's Overview** on relay2trade.com: "Needs you" lists everything that waits for you, each with the button that sorts it ("Connect", "View", "Review", "Fix the payment"). - **The app's Dashboard status bar**: "Licence", "MT5 · …" with the account and broker, the Telegram dot, and today's numbers ("today: 2 trades · P/L +153.29", "5/15 signals today"). - **The bell**: one inbox for every profile, with trades, skips, failed orders and connection problems. - **The signal's story**: the reason a signal was traded or skipped (see https://relay2trade.com/help/the-signal-story.md). - **Signals → "Every message"**: messages that were set aside before reading or read as not a signal, kept for a week. When the app shows "Relay2Trade is having an outage" or "Relay2Trade is partly degraded", the problem is on our side. Nothing in your setup needs changing: your app keeps running and picks up where it left off. "Service status" (https://relay2trade.com/status) shows which part is affected. ## No trades at all Go through these in order. The first that fails is the cause. 1. **The app is running.** The Desk says "Your app is offline" when it is not. See the next section. 2. **The licence is active.** The status bar's "Licence" shows it. See "The licence or plan is not active" below. 3. **The profile's trading is on.** The Desk says "Trading is off for this profile: nothing is read and nothing is placed." Press "Resume" on the profile's card, or switch "Trading" on, on the app's Connections page. A profile your plan stopped says "Stopped by your plan". 4. **MetaTrader is connected and logged in to your broker.** The status bar reads "MT5 · not logged in to your broker" or "MT5 · waiting for terminal" when it is not. 5. **Telegram is connected.** The Desk says "Telegram asks you to log in again: no group is read until then." when it is not. 6. **The listener is on, and receiving.** The Desk lists "Not receiving: …" for a listener that cannot read its group. 7. **The listener is on Manual or Auto.** A listener on "Watch — record only" records signals and places nothing. 8. **Signals arrive at all.** Open Signals and switch on "Every message" to see whether the group's messages were set aside or read as not a signal. 9. **A rule skipped them.** Open a skipped signal and read the reason (see https://relay2trade.com/help/why-a-signal-was-skipped.md). The daily limits ("Max traded signals per day", "Max daily loss", "Daily profit target") stop new trades until the broker's next day, and your plan's daily signals until 00:00 UTC. ## The app shows offline in the Desk The Desk shows "Your app is offline" or "App offline", with "last seen …", when no app of yours is running and signed in. Nothing is traded until it runs again. The Desk is the remote; the trading happens in the app, on your device or VPS. - **The computer is off or asleep.** A sleeping computer reads nothing. Wake it, and keep it awake while your groups post, or run the app on a VPS (see https://relay2trade.com/help/where-the-app-runs.md). - **The app was closed.** Start it again. If closing the window quits it, switch on "Keep running when window closes" in the app (Settings → "Application"); with it on, the app keeps running in the tray near the clock. "Launch at startup" starts it with Windows. - **The app was signed out.** Your account signed in on another computer, and one computer runs the app at a time. The app there says "Session expired — log in again". Sign in again on the computer that should trade. - **"Remote control is off for your account"** or **"Sync off"**: the app runs, but "Remote control" or "Sync activity" is off in the app (Settings → "Application" → "Remote control & sync"), so it tells the Desk nothing and takes no commands. Turn them on in the app. - **Your VPS is stopped**: see "The app on a VPS stopped after a restart" below. - **The computer cannot reach relay2trade.com.** The app names the cause: the name lookup (DNS), a firewall or antivirus blocking Relay2Trade, or a wrong date and time. Allow Relay2Trade in the firewall or antivirus, fix the clock, or try another network. While the app is offline, a settings change made in the Desk is kept and applied when the app is back. A command such as "Close" or "Trade it" needs the app running; one it did not take in time ends with "Your app did not answer in time: it may be closed or offline." ## MetaTrader disconnected, not logged in, or "Repair" What you may see: "MetaTrader 5 is not connected, so nothing can be traded." or "MetaTrader is open but not logged in to your broker, so every signal is skipped." in the Desk; "MT5 · waiting for terminal" or "MT5 · not logged in to your broker" in the app; "MetaTrader 5 disconnected — nothing can be placed until it is back" in the bell. **The connection between the app and MetaTrader.** The app repairs the usual problems by itself: a banner says what is wrong and counts down ("Automatic repair in 30s"), with "Repair now" and "Not now". To repair by hand, use Connections → "Repair" in the Desk, or Connections → the "MetaTrader 5" box → "Fix MT5 connection" in the app, shown while it is not connected. MetaTrader restarts once and is back in about half a minute, with your broker login and charts as they were. - **"Algo trading is off in MetaTrader"**: the repair switches it back on. If it stays off, click "Algo Trading" in MetaTrader's toolbar until it is green. - **"⚠ bridge outdated — restart MT5"**: an app update brought a new trading bridge. Let the repair run, or close MetaTrader 5 and open it again. - **The repair does not help**: check in the MetaTrader window that it is logged in to your account and "Algo Trading" is green, then repair again. If it still fails, open a support ticket with the app log. **The broker login.** MetaTrader runs but the broker has not let the account in; a black chart that shows only its title is the same state. The MetaTrader panel on the Connections page says why: - **"… refused the login for account …"**: a wrong account number or password, the investor (read-only) password instead of the trading password, or an account the broker closed (demo accounts expire). After you change your password at the broker, log in again in the Desk or the app. - **"MetaTrader could not reach …"**: the internet connection, a firewall or the computer's clock. - **"… did not log in …, and MetaTrader gave no reason"**: most often the server name is not exact (capital letters count) or this MetaTrader has never looked the broker up. Pick the server from the list in "Broker server", or follow the app's steps ("One thing only you can do"). **Other cases:** - **MetaTrader logged in to another account.** The app places nothing on an account you did not choose and asks you: "Trade on this account" or "No, log the profile out". Unanswered for 10 minutes, the profile is logged out of MetaTrader. - **"The broker's server has algo trading disabled for this account — contact the broker."** Only the broker can enable it. Full steps: https://relay2trade.com/help/connecting-metatrader.md. ## Telegram asks you to sign in again The Desk says "Telegram asks you to log in again: no group is read until then." and the app "Telegram signed this computer out. Connect Telegram again." Telegram ends a session when it is ended from Telegram's Settings → Devices, after a password change, or when the same session is used on another computer. Nothing from your groups is read until you sign in again. 1. In the Desk, open Connections and press "Log in" under the profile's Telegram. In the app, open Connections → Telegram. 2. Log in with the QR code (in Telegram on your phone: Settings → Devices → "Link Desktop Device") or with your phone number, whose code arrives in your Telegram app, usually not by SMS. The listeners start reading again by themselves. Messages posted while Telegram was signed out are traded only if they are still younger than "Max signal age (min)", and then they wait for your approval. When the sign-in fails, the app says why (an expired or wrong code, too many attempts, a sign-in not finished in five minutes); see https://relay2trade.com/help/connecting-telegram.md. "Telegram has frozen this account" and "Telegram has banned this phone number" can only be lifted by Telegram. "Telegram is not running, so no group is read." means the profile's trading is off or the licence is not active. ## A signal waits for approval though the listener is on Auto Some signals wait for you for 10 minutes even on an Auto listener, and the card says why: it looks like a repeat of a recent signal ("Duplicate — you already received this signal" or "Possible duplicate — very close to one you just received"), it was posted while the app was away and is still younger than "Max signal age (min)", "Max signals open at once" is full ("Force placement" trades it past that limit only), or "Opposite-direction signals" is set to "Ask me". Check the price, then press "Trade it" or "Dismiss". To have fewer of them: shorten "Duplicate window (min)", raise "Max signals open at once", or keep the computer awake. See https://relay2trade.com/help/listeners-and-modes.md. ## A follow-up did nothing The group wrote "close it", "SL to BE" or "close half" and nothing changed. Open Activity and read the "follow-up" line; it says what was done and why. The usual causes: - **Your settings ignore it.** Both "Exits and stop moves" and "Partial closes and target moves" start on "Ignore them" (Settings → "The group's messages after a signal", or the listener's "Settings of its own"), and the line reads "not followed: …". Set the kind you want to "Follow them". - **Nothing of that group was open** ("Nothing from this listener is open, so there was nothing to change."), or **several trades could be meant** ("2 open trades on XAUUSD from this listener — not guessing which one, nothing was changed."). Groups that reply to their own signal message give the surest results. - **The stop could not move**: "The stop stays where it is: the price is already past …" (breakeven on a trade in loss), "Refused: a stop at … would risk more on position … than the trade was sized for." (stops only move closer), or the broker's minimum distance. - **A move given in pips** ("SL 20 pips") is left to your "Trailing stop" and "Runners" settings. - **A part too small** ("… comes to less than the broker's smallest lot …"), or **the trading bridge needs a restart** ("… closing part of a position needs the updated trading bridge — restart MetaTrader 5 to load it."). - **The listener is on Watch**, switched off, or MetaTrader was not connected ("not applied: MetaTrader 5 is not connected"). See https://relay2trade.com/help/stops-and-follow-ups.md. ## A trade closed by itself The signal's story and the bell give each close its reason: "take profit", "stop loss", "margin stop-out", "closed by hand" or "closed by app". - **"closed by hand"**: someone closed it in MetaTrader, or with "Close" in the app or the Desk. - **"margin stop-out"**: the broker closed it because the account's margin level fell below its stop-out level. - **"closed by app"**: the app closes a trade only for a reason you set or allowed: - the group's "close" instruction, with "Exits and stop moves" on "Follow them"; - "Opposite-direction signals" set to "Close them, then trade it" or "Close them only"; - a runner closed by "Close runners before the weekend" ("runner closed before the weekend") or "Close runners after" ("runner closed at its time limit"); - the day reaching "Max daily loss" or "Daily profit target" with "At the limit: close trades in loss" or "… close trades in profit" (or the same switches at the target) switched on; - a "Trailing stop" move when the price was already past the new stop: "the price … was already past the new stop …: closed at market, as that stop would have". In "One trade: a share closes at each take-profit", a share closing at each take-profit is expected. Trades you opened yourself in MetaTrader are never closed by the app. ## The stop did not move - **"Trailing stop" is "Off"** for the profile or the listener. - **No take-profit was reached.** The trailing stop moves when a take-profit of the signal is reached, never on a message such as "TP1 hit", and it needs a signal with at least two take-profits. - **The broker refused the move** ("the broker keeps stops further from the price than …: the stop stays where it was"), or **the app or MetaTrader was not running**, or the profile's trading was off. The stop-loss and take-profit at the broker keep working meanwhile. - **The signal kept its old rule**: changing the setting later does not move signals already open. - **A runner** follows only after "Start following at", with "Protect runners" on; one measured in R with no original stop is left alone, so switch "Measure in" to pips. See https://relay2trade.com/help/take-profits-trailing-runners.md. ## The lot size is not what you expected The story prints the arithmetic, for example "Size: 1.00% of 10000.00 USD equity (Risk % of equity) is 100.00 USD at risk for this signal; with the stop 1000 points away, that is 0.10 lots in all." - **Much bigger:** "Fixed lots" with "Fixed lots are for" on "Each take-profit" gives every take-profit the full lots: 0.10 on four take-profits is 0.40. Choose "The whole signal" to trade 0.10 in all. - **Smaller than your percent:** "Capped at Max lots per signal (1.00)." means the cap cut it; "Rounded down to …" means the broker's lot step; a listener with its own "Risk % of equity" trades its own size. Risk % and fixed cash are for the whole signal, shared across its take-profits. - **Fewer trades than take-profits:** "split into 2 parts (lots too small for 4 TPs)": the size could not give every take-profit the broker's smallest lot. - **Your fixed lots on a risk profile:** "No stop-loss to size by …, so it trades your fixed lots": the signal had no stop and the default stop for its kind of instrument is off. - **Skipped as too small:** "The size came to 0.004 lots, below the broker's smallest lot (0.01)." Raise the size, or use "Force placement". See https://relay2trade.com/help/sizing-and-risk.md. ## A symbol is not found at your broker - **"Your broker has no symbol called US30 on this account"**: your broker uses another name (US30 is DJ30 at some brokers). Open the signal and press "Tell the app what your broker calls US30", then pick the symbol from your broker's list. Or add it under Settings → "Symbols" → "Symbol names at your broker". You do it once. Suffixes such as .s or .pro are matched by themselves. Your broker's names are in MetaTrader's Market Watch (Ctrl+M) → right-click → "Symbols". - **"… trading it is switched off for this account"** or **"… may only close trades on it"**: the broker restricts the instrument on this account. Ask your broker. - **"Trading is disabled for this symbol or account — the symbol may be quote-only (try the tradable variant)…"**: the broker lists two versions and the one used shows prices only. Map the signal's name to the tradable one under "Symbol names at your broker". - **"Your Allowed symbols (…) does not have …"** or **"This listener only trades the symbols in its Symbols setting"**: your own lists leave it out. ## The licence or plan is not active The Desk shows it under Account → "Plan & billing"; in the app, the status bar's "Licence" gives the reason: - **"No active subscription"** or **"Subscription inactive (…)"**: start a plan in the Desk (Account → "Plan & billing"). The Desk says "No plan is running, so nothing is traded." - **"Renewal payment failed — update your payment method on relay2trade.com"**: the Desk says "Your renewal payment did not go through, so nothing is traded until it does.", with "Fix the payment" and the date of the next try. - **"Terms of service not accepted — accept them in the app or at relay2trade.com"**. - **"Subscription not confirmed for over 2 hours — check your connection"** or **"Licence expired and the server cannot be reached"**: the licence is checked at start and every 10 minutes, and trading pauses only after 2 hours without a confirmed licence. Restore the internet connection; open positions stay at the broker meanwhile. - **"Account banned"**: write to support. **Just paid and still inactive:** click ↻ ("Re-check") next to "Licence" in the app, and check that it is signed in with the same email you paid with. See https://relay2trade.com/help/plans-licence-billing.md. ## The app on a VPS stopped after a restart **A VPS created for you through Relay2Trade, or a Linux machine set up with the Desk's command:** the app starts again by itself after the machine restarts; give it a few minutes, then check the Desk. If the Desk says "Your VPS is stopped: nothing is traded until you start it again.", open it with "See it" and start it ("Start it"). "Your VPS was put away", for example after it was removed from your plan, offers "Bring it back". You can also restart only the app from the Desk: Account → Security → "Computers running the app" → "Restart the app". **A Windows VPS you rent yourself:** the app starts when its Windows user signs in, and after a restart nobody is signed in, so the Desk says "Your app is offline". Connect once with Remote Desktop to start it, then set up the automatic Windows sign-in as the guide "Running on a VPS" shows (https://relay2trade.com/guide/vps), and keep "Launch at startup" and "Start minimized in tray" on in the app (Settings → "Application"). When you leave, close the Remote Desktop window with its X: "Sign out" in the Start menu stops everything. If the app stops a few hours after you disconnect, the server ends disconnected sessions after a time limit; the guide shows where to set it to "Never". More in https://relay2trade.com/help/vps-setup.md. Once the app is back, MetaTrader and Telegram reconnect by themselves. Messages posted while it was down are traded only if still younger than "Max signal age (min)", and they wait for your approval. ## Notifications are not arriving **In the app**, the bell lists trades opened, skipped and closed, orders that could not be placed, signals waiting for approval, follow-ups, MetaTrader going down and coming back, and settings changed from the web. A listener on Watch records quietly and produces no notices. **On your phone or browser**, switch on "Notifications on this device" in the Desk (under Account, or the card on the Overview); each browser and phone switches it on for itself. If the browser blocks them, allow notifications for the site from the icon at the left of the address bar. On a phone, add the Desk to the home screen first and open it from there (iPhone and iPad: Share → "Add to Home Screen"; Android: the browser's menu → "Install app"), and check that battery saving does not restrict the browser. While a Desk page is open in front of you, the phone stays quiet and the Desk shows the news itself. By email you get only account and security messages, billing, and answers to your support tickets, not trades. See https://relay2trade.com/help/inbox-and-notifications.md and https://relay2trade.com/help/the-desk-and-phone-app.md. ## Contacting support Support is answered by people, in the app and by email. Every way to reach it is in https://relay2trade.com/help/getting-support.md. - **From the Desk**: Account → "Support" → "Open a ticket". A conversation can carry "Send the app's recent log with it" while the app is running. "Message us on Telegram" is there for a quick question. - **From the app**: "Support" in the sidebar → "Open a ticket", with "Send the recent app log with it" ticked, so the recent app log goes with your message. Follow it under "My tickets". - **By email**: support@relay2trade.com. Help us help you faster: - name the profile, and for a signal its group, symbol and the time it was posted (in the app, the signal's story also shows its "ID": copy it); - say what you expected and what happened, with the message text if a signal was read wrong (or use "Read wrong?" on the signal); - support never needs your broker password, your Telegram login code or a two-factor code. Ideas and wishes go to "Feedback" (Desk → Account → "Feedback", or "Feedback" in the app). Crashes are reported automatically, so nobody has to describe one.