Troubleshooting common problems

A pair is stuck on Preparing

First read the stage on the Preparing card.

Symptom	Likely cause	What to do
queued (position k) for a long time	Other pairs are ahead; preparation runs one pair at a time and a first backfill can take 20 minutes each.	Wait. The position drops as pairs finish. Elite plans are queued first.
backfill percentage not moving	The bulk history host or the exchange is slow or unreachable from the server.	Give it ten minutes; the tool falls back to REST paging on its own. If it never moves, ask the operator to run Settings > Data source check.
scanning, statistics, replaying or searching for more than an hour	Deep analysis on a pair with history to 2018 is heavy, especially the 5m and 1m scans.	Wait. If the pair detail header shows deep failed, hover the badge for the error and report it with the symbol.
done but the consensus card still says history not analysed yet	The browser kept an old state.	Reload the page, or click the refresh icon (Get prediction now) on the widget.

Only administrators can re-queue a prepared pair; subscribers can press Run deep analysis while the pair is still preparing. Removing and re-adding a pair does not restart preparation if other users watch it.

No live price

The badge in the widget header tells you the stream state:

• polling: the WebSocket is silent and the REST API is polled every five seconds. Prices still update, slower. Usually the exchange's socket; it reconnects on its own.
• no live data: nothing has arrived. Check the sidebar footer: reconnecting… means your browser lost the connection to the service; reload. If the footer says live, the exchange is not serving this symbol (delisted, renamed, or blocked for the server). Try another pair; if every pair shows it, the operator needs Settings > Data source check.

A price that updates but differs from your exchange by a lot usually means a different source (the badge shows which); futures on Binance, Bybit and MEXC differ slightly. An amber live price differs from history chip on the chart repairs itself within minutes.

"subscription required"

The app redirected you to Account with reason=subscription, or an API call answered 402 subscription_required. Your trial or plan has expired, or an invoice has not settled yet.

1. Check the status and expiry on the Account page.
2. If you paid recently, open Account > Billing and look at the invoice: processing means the payment awaits confirmations; click Refresh status to fetch the latest state from BTCPay.
3. If the invoice is expired or invalid, start a new checkout or contact support with the invoice id.
4. Nothing is lost: pairs, positions and settings return as soon as access resumes.

admin_only (403) on a button means the action is reserved for administrators, for example starting a backtest, global start/stop, repair or retrain.

An exchange is blocked in your region

The analysis runs on the server, so your location does not affect data. The server's location does. If Binance is blocked where the server runs, the tool uses Bybit and then MEXC automatically, the widget badge shows the active source, and two things change: history before the futures listing may be shallower, and long/short ratio charts are empty on the Derivatives tab with the note Add Binance to the source priority to get long/short ratios. The bulk-history host usually still works, so the 2018 backfill is normally unaffected.

If you run the tool yourself and see every source failed in Settings > Data source check, the message No source is reachable points at your internet connection, VPN or firewall. Exchange APIs must be reachable from the machine running the backend.

Trading accounts are different: orders go to the exchange from the server, so a server in a region the exchange refuses will fail Test connection with an error from the exchange. Choose the exchange that accepts your server's region, or run the tool locally.

Time and date mismatches

All timestamps are stored in UTC and shown in your browser's local time. Symptoms and fixes:

• Candles end in the future or the past, countdowns look wrong, "analysed 3 h ago" right after a refresh. Your computer's clock or time zone is wrong. Synchronise it (Windows: Settings > Time & language > Date & time > Sync now); the app needs no restart.
• Macro event shown at an odd hour. Events are converted from UTC to your local zone; a VPN does not change the browser's zone, your operating system does.
• Daily budget resets at the wrong hour. budget_reset_hour_local (Trading page, global risk settings) is interpreted in the server's local time, not yours. Ask the operator which zone the server uses, or set the hour accordingly.
• Backtest date range off by a day. Dates in the backtest and deep-analysis forms are taken at local midnight of your browser.
• Login fails with "Form expired". The page was open while your session changed or the server clock jumped; reload and sign in again.

If the server's own clock is wrong, exchange APIs reject signed requests (timestamp errors on Test connection) and live candles can appear stale; that is for the operator to fix with NTP.

Tip: when you write to support, include the symbol, the time, what the badge or card said, and a screenshot.