Troubleshooting & FAQ

The fastest fixes for the most common issues. If you are still stuck, open a support ticket from your dashboard - include the signal ID from your feed and we can trace it end to end.

Terminal shows Offline

The EA is attached but the dashboard says Offline

Check in order: algorithmic/automated trading is enabled in MetaTrader options, Allow DLL imports is ticked (both in Options and in the EA dialog), the license key matches your dashboard exactly, and only one EA instance is running per terminal. After changing settings, remove and re-attach the EA.

Signals not executing

Signal rejected: no tv_username

TradingView binding is enabled on your account but the alert JSON does not carry your bound username. Regenerate the alert message from the Alert Builder - it includes the binding automatically - and update your TradingView alert.

Signal shows as skipped

A risk guard blocked it - the reason is shown on the signal in your feed: daily loss limit reached, outside trading hours, spread above limit, news window, max open trades, or a strategy tag mismatch between the signal and the terminal.

Alert fires in TradingView but never arrives

Verify the webhook URL is exactly https://app.tradehookx.com/webhook, your TradingView plan supports webhooks (Essential or higher - the TradingView free Basic plan does not), the alert is active and not expired, and the message is valid JSON.

Broker rejects the symbol

Your broker names the instrument differently (GOLD instead of XAUUSD, EURUSD.m suffixes). Add a symbol mapping for that terminal in your dashboard - signals translate automatically from then on.

Quick answers

  • •Does my computer need to stay on? Only for self-hosted terminals - Cloud Terminals run 24/7 without your PC
  • •Can I run multiple strategies on one account? Yes - give each signal a strategy tag and set the matching tag on the terminal
  • •Is there a free trial? Yes, 7 days on every plan with full features, no credit card required
  • •Can I cancel anytime? Yes, from the Billing page - access continues until the end of the paid period
  • •Which brokers work? Any MT4/MT5 broker for self-hosted terminals; Cloud Terminals deploy from a 25+ broker library

Still stuck?

Open a ticket from the Support section of your dashboard. Include the signal ID and timestamp from your feed - it lets us trace exactly what happened to that signal.
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