🔧 Troubleshooting Guide

Quick solutions to common issues. Can't find what you need? Contact support.

📋 Table of Contents

1. Quick Diagnostics
2. Account & Authentication
3. Strategy Builder
4. Backtesting Lab
5. Simulator
6. Paper Trader
7. Dashboard
8. Currency & Display
9. Performance
10. Data & Connectivity
11. Browser Compatibility
12. Error Code Reference
13. Getting Help

🩺 Quick Diagnostics

Find Your Issue:

• ❌ Can't log in → Authentication Issues
• ❌ Data not loading → Connectivity Issues
• ⏱️ Platform slow → Performance Issues
• ❌ Feature broken → Find your section below

80% of Issues Solved By

System Status:

Before troubleshooting, check if there's a platform-wide issue:

1. Visit status.flytradr.com
2. If incident is active → Wait for resolution
3. If all systems operational → Continue troubleshooting below

🔐 Account & Authentication Issues

Can't Log In

Try these in order:

1. Verify credentials - Check email/password (watch for spaces)
2. Check email verification - Look for verification email in inbox/spam
3. Try social login - Use Google/GitHub if you signed up that way
4. Clear cookies - Clear cookies for flytradr.com and retry
5. Reset password - Use "Forgot password?" link
6. Try incognito mode - Rules out extension conflicts

Password Reset Steps

2FA Not Working

⚠️ Important: Backup codes are only shown once during 2FA setup. Store them securely!

Session & Account Issues

🎯 Strategy Builder Issues

Strategy Won't Save

Checklist:

1. ✅ Strategy name is unique (1-100 characters)
2. ✅ All validation errors are fixed (see below)
3. ✅ Internet connection is stable
4. ✅ Haven't exceeded plan limits

Common Validation Errors

Indicators Not Showing

DSL Syntax Errors

Correct DSL Example:

strategy "My Strategy" {
  entry {
    when SMA(close, 10) crosses_above SMA(close, 20)
    action BUY
    quantity 100
  }

  exit {
    when SMA(close, 10) crosses_below SMA(close, 20)
    action SELL
  }
}

📊 Backtesting Lab Issues

Backtest Stuck Processing

If processing for more than 5 minutes:

1. Wait up to 5 minutes (large backtests take time)
2. Check internet connection
3. Cancel and retry
4. Reduce date range (try 1 year instead of 5)
5. Try different instrument
6. Simplify strategy conditions

"No Data Available" Error

Available Data Ranges:

💡 Tip: Start on Monday, end on Friday for cleanest data.

Unrealistic Results

⚠️ Reality Check: Seeing 1000%+ returns or zero losses? Check for these common issues:

Realistic Settings Checklist:

🎮 Simulator Issues

Simulator Won't Start

Pre-flight checklist:

• ☐ Strategy selected?
• ☐ Instrument selected?
• ☐ Date range is valid?
• ☐ No other simulation running?
• ☐ Browser is up to date (Chrome/Firefox/Edge)?

Speed & Control Issues

Speed Controls:

Orders Not Executing

💵 Paper Trader Issues

Wrong Balance Display

How balance is calculated:

$100,000   Starting balance
+$5,000    Realized P/L (closed trades)
-$20,000   Open positions (current value)
-$10,000   Pending orders (reserved)
________
=$75,000   Available balance

Positions Not Syncing

Stop Loss/Take Profit Issues

📱 Dashboard Issues

Dashboard Not Loading

Recovery steps (try in order):

1. Ctrl+F5 - Hard refresh
2. Clear browser cache
3. Navigate directly to /dashboard URL
4. Disable browser extensions
5. Try incognito mode
6. Try different browser (Chrome recommended)

Charts Not Rendering

Disable Hardware Acceleration:

🔄 Restart browser after changing.

💱 Currency & Display Issues

P&L Values Look Wrong

Troubleshooting steps:

1. Check currency setting - Settings → Profile → Currency (should match your preference)
2. If values are extremely large - Hard refresh Ctrl+F5 + clear cache
3. If values seem converted - This is normal! FX rates are applied automatically
4. If still incorrect - Contact support (possible data issue)

Understanding Currency Conversion

💡 Tip: The original values in your base currency are always preserved. Only the display is converted.

Common Currency Scenarios

⚡ Performance & Loading Issues

Platform Running Slowly

Performance optimization tips:

• 🗂️ Close unused browser tabs
• 📊 Limit indicators to 5 or fewer
• 📅 Use shorter date ranges for backtests
• 📡 Pause live data when not actively trading
• 🧹 Clear browser cache regularly
• 🔄 Keep browser updated to latest version

System Requirements:

High Memory Usage

🌐 Data & Connectivity Issues

Real-Time Data Not Updating

Connection status indicators:

• 🟢 Green - Connected (data flowing)
• 🟡 Yellow - Reconnecting (temporary issue)
• 🔴 Red - Disconnected (no data)

If red:

1. Check your internet connection
2. Refresh the page
3. Wait 30 seconds for automatic reconnection

WebSocket Connection Failed

🌍 Browser & Compatibility Issues

Browser Support Matrix

Check Your Version:

Mobile Display Issues

📱 Note: Flytradr is optimized for desktop. Mobile app coming soon!

Current Workarounds:

📋 Error Code Reference

Error Code Categories:

• E0XX - Authentication & Account
• S0XX - Strategy Builder
• B0XX - Backtesting Lab
• P0XX - Paper Trading

General Error Codes

Strategy Errors (S0XX)

Backtest Errors (B0XX)

Paper Trading Errors (P0XX)

🆘 Getting Additional Help

Self-Service Resources

Before Contacting Support

Gather This Information:

Support Channels

Email: support@flytradr.com

Email Template

Subject: [E001] Can't log in after password reset

Hi Flytradr Support,

I'm experiencing an issue with login.

**What happened:**
After resetting my password, I still can't log in.

**Steps to reproduce:**
1. Clicked "Forgot password"
2. Reset password via email link
3. Tried logging in with new password
4. Got "Invalid credentials" error

**Error message:**
"Invalid credentials. Please try again."

**Environment:**
- Browser: Chrome 120.0.6099.129
- OS: Windows 11
- Account email: user@example.com
- Timestamp: Dec 18, 2025 14:30

**What I've tried:**
- Cleared cookies
- Tried incognito mode
- Tried different browser

Thank you!

Reporting Bugs

Good Bug Report Template:

Subject: BUG: Strategy Builder crashes with 6+ indicators

**Steps to reproduce:**
1. Open Strategy Builder
2. Create new strategy
3. Add 5 indicators
4. Try to add 6th indicator
5. Page becomes unresponsive

**Expected:** Should add 6th indicator
**Actual:** Page freezes, must refresh

**Environment:**
- Chrome 120.0.6099.129
- Windows 11
- Screen: 1920x1080
- RAM: 16GB

**Screenshot attached**

Didn't find your issue? Contact support@flytradr.com with details. 🆘