Troubleshooting & Support

Overview

If you encounter issues with the Tradeium terminal, the steps below resolve the most common problems.

Q: The chart is not loading or appears blank — what should I do?

A: First, refresh the page (F5 or ⌘R). If the chart still doesn't load, clear your browser cache and try again. The TradingView-powered chart requires a stable internet connection. Chromium-based browsers (Chrome, Edge) are recommended for best compatibility.

Q: My order was not executed — why?

A: For Market Orders, execution failures are rare but can occur if your Free Margin is insufficient or the market is closed (e.g., a Stock CFD outside trading hours). For Limit, Stop, and Stop-Limit orders, the order stays pending until the market reaches your specified trigger — check Open Orders to confirm it's still resting rather than failed. For a Stop-Limit order specifically, remember it can trigger without filling if price runs past your Limit Price before it executes (see Placing Trades) — that shows as a triggered-but-unfilled or still-resting order, not a failure.

Q: The Quick Search is not responding — what's wrong?

A: Make sure the browser window is in focus (click anywhere on the page first). Some browser extensions can intercept keyboard shortcuts (⌘K) — try temporarily disabling them or click the magnifying-glass Search icon in the header directly instead of using the shortcut.

Q: My account stats (Balance, Equity) seem incorrect — what should I check?

A: Make sure you're viewing the intended account: click the account/challenge name in the top-left header to open the Trading Accounts switcher and confirm you're on the right one — there is no longer a simple Demo/Live pair, so it's easy to be looking at a different challenge account than you think. UP&L fluctuates with open positions, which affects Equity but not Balance. If figures still look wrong after a refresh and confirming the account, report the discrepancy through support (see the last question on this page).

Q: My AI assistant or script can't connect to the MCP endpoint — what should I check?

A: The three common causes are a rejected credential (401), a rate limit (429), or a key missing the scope a tool needs. Each has a distinct signature — see "When it does not work" in the MCP documentation, and run its smoke-test script to identify which one you're hitting. See Terminal Access & MCP.

Q: I gave an AI assistant an API key — can it place trades?

A: Yes, by default. A key minted from Settings → API Keys carries full permissions including order placement (the terminal's key-creation flow shows user and trade scopes). If you only intended it to read data, revoke it and create a read-only key instead. Revoking a key at Settings → API Keys immediately stops everything using it.

Q: Where can I find the official documentation?

A: Click the open-book icon in the top header at any time or follow this link.

Q: How do I submit a bug report or feature request?

A: If your terminal shows a support (life-buoy) icon in the top header, click it and describe the issue or suggestion. If there is no icon, or it reports that support is unavailable, contact the team that provided your Tradeium access.