1. Is it actually on?
Press Manage on the Strategy's Marketplace card and read the state beside the account. It has to say Active. Paused and Stopped both mean no new trades are being opened, and both are states somebody chose.
Auto-Trade troubleshooting
Something is not behaving the way you expected. Start here.
Find the thing you are actually seeing. Most of what follows is fixed in the app in under a minute, and the few that are not are named as such, with what to send us so the first reply is a useful one.
Check these three first
They account for most of it, and all three are visible without leaving the app.
2. Is the subscription live?
Auto-Trade follows the subscription. When the subscription lapses, the Signals stop and so does the execution. Your Account tab shows the days remaining on each one.
3. Is the add-on still paid up?
The Auto-Trade add-on runs to its own date, shown as Active until. Where it ends before the subscription does, the state reads Expired, renew and the manage sheet offers to extend it for the amount due.
What each state means
The badge beside a connected account, and beside the subscription on your Account tab, is the same answer in two places.
ActiveWorking. New Signals from this Strategy are being placed
on this account inside your limits.
PausedSomebody pressed Pause, on this account or across the
Strategy. No new trades are opened; everything already open keeps its protective stop and its
exits. Resume starts it again.
StoppedAuto-Trade was ended on this account. New trades are not
opened. Positions that were open when it stopped keep their stops and exits. To start again,
set it up from the Strategy's card as you did the first time.
Error, key problemThe stored credentials no longer work.
Typically the key was deleted or its permissions were changed at the venue, or an account
password was changed. See reconnecting below.
Expired, renewThe add-on's paid period has ended. Extend it
from the manage sheet, and it resumes.
Disabled by adminAuto-Trade has been switched off for this
market or this Strategy by Triggon. Your subscription and your Signals are unaffected, open
positions keep their protection, and the note beside the state says what happened. There is
nothing for you to fix; it comes back when the switch does.
Connection problems
Validation refuses the credentials
Check: that you copied the key and secret, or the account number, password and server, without a trailing space, and that they belong to the account you mean. For a broker terminal, that it is the trading password and not the read-only one, and that the server name matches the account exactly.
Then: correct the field and press Validate again. Nothing was armed or charged, so there is no limit on attempts. Field by field, for MetaTrader 5 →
The key is refused for its permissions
Check: at your exchange, that the key is allowed to trade the market this Strategy uses, and that withdrawals are switched off. A key that can withdraw is refused and cannot be stored.
Then: create a new key with trade permission only and connect that one. Editing an existing key's permissions at the exchange also works; validate again afterwards.
"The exchange is unreachable right now"
What it means: the venue did not answer. Your credentials were saved, encrypted, but not yet checked. This is about the venue, not about anything you typed.
Then: wait a minute and validate again. If it persists for more than an hour, the venue is likely having a wider problem; check whether you can log in to it yourself.
"Already registered" or "already connected"
What it means: one credential belongs to one Triggon account. The message says whether it is already on yours, in which case reuse that connection, or on somebody else's, in which case create a fresh key at the venue for this account.
If you believe neither is true, this is one to bring to support.
An account that worked and has stopped
The state reads Error, key problem, or the account looks disconnected.
What has usually happened. The credentials were valid and are not any more. A key was deleted or regenerated at the exchange, its permissions were narrowed, an account password was changed with the broker, or the venue expired the key on its own schedule. Triggon re-checks stored credentials periodically and marks the connection when they stop working, which is why this can appear without you having done anything that day.
What it does not do. It does not touch the positions you already have open. Protective stops for those sit at the venue and keep working. What stops is new trades being opened.
What to do. Create a fresh key at your exchange with trade permission and no withdrawal permission, or confirm the current password with your broker, then set Auto-Trade up again on the Strategy with the new credentials. If the old connection is no longer of any use, delete it so it stops appearing in the reuse list.
Where the venue warns before a key expires, Triggon passes that on ahead of time so you can replace it without an interruption.
A Signal arrived and no position appeared
Work down this list. It is roughly in order of how often each one turns out to be the answer.
Auto-Trade is not Active on that accountPaused, Stopped,
Expired or Error. The state on the Strategy's panel is the first thing to read.
You are already at your position limitYour Max concurrent
positions is a hard limit. While that many trades from this Strategy are open on this
account, a new entry is not placed. Close one, or raise the limit by setting Auto-Trade up
again with a higher number.
The balance could not cover itOrders are sized from the balance
the account has at that moment, with venue fees reserved first. An account too low to open the
position you configured places nothing. Fund the account or reduce your size per
Signal.
The entry was skipped on purposeAn entry that arrives too late
to be worth placing, or whose price has moved too far from the one the Signal named, is skipped
rather than placed at a price the Strategy did not intend. This protects you and is working as
designed. Exits are never skipped for these reasons.
It was an exit, not an entrySignals that manage a position you
do not have produce nothing on your account. This is normal if you armed Auto-Trade after the
position opened; the next entry starts you in step with the Strategy.
Your venue refused the orderInstrument not available on your
account, market closed, margin rules, or a restriction your venue applies. Your venue's own
order history is the place this shows up, and its support is who can explain
it.
The subscription lapsedNo subscription means no Signals, which
means nothing to execute. Your Account tab shows the remaining days.
Arming Auto-Trade does not join trades that are already open. It starts from the next Signal. A Strategy in the middle of a position when you armed it will look out of step with your account until that trade closes, and that is expected.
The position on my account does not match the Strategy's
A different size
Expected. Your size per Signal is yours, not the Strategy's, and so is your leverage. The Strategy's own settings are shown for reference when you configure, and the two are deliberately separate numbers.
A different entry price
Expected. Your order is filled at your venue, in your account, at the price available then. The Strategy's record is its own fill. Why your result differs from the record →
Lower leverage than the Signal asked for
Expected, and the point of the setting. Where a Signal asks for more than your ceiling, your ceiling is used. Leverage is fixed when a position opens, so additions to an open trade keep the leverage it opened with.
A position you did not expect at all
Check whether it came from another Strategy you have armed on the same account, or from a trade you placed yourself. Each Strategy manages only its own positions. If it matches nothing, bring it to support with the venue's order reference.
Stopping, quickly
Worth reading before you need it.
To stop new tradesPause on the manage screen, or
Pause all across every account on that Strategy. Immediate. Nothing already open is
touched.
To close everything nowEmergency close all positions, on
the manage screen while positions are open. It asks for a second press, then closes every
position from this Strategy on this account at the market price.
To end it altogetherStop for one account, or Stop all
exchanges for the Strategy. New trades end; open positions keep their protection until
they close.
To cut access entirelyDelete or disable the key at your
exchange, or change the password with your broker. It takes effect at once, needs nothing from
us, and is always available to you.
Pause and Stop halt new trades only. Neither closes a position for you. Emergency close is the one that closes, and it is deliberately separate.
When to bring it to us
Support is in the app, from the button in the top bar, and on the support page. A person answers, usually within a working day.
Worth contacting us about
A credential refused as already registered that you do not recognise. A state that does not change after you have acted on it. A charge you did not expect. A position that matches no Strategy you have armed. Anything where the app's own message does not tell you what to change.
What to include
The Strategy's name, which connected account, what the state badge says, roughly when it happened, and what you saw against what you expected. That is enough to look it up.
Better asked at your venue
Rejected orders, margin calls, instrument availability, trading hours, and anything about the funds in your account. Your exchange or broker holds the account and is the only one who can answer for it.
Never send us these
Your API secret, your account password, or a recovery phrase. Triggon will never ask for them, and support does not need them to help you.