Webhook received but not executed? A step-by-step diagnosis

The delivery path

Every routed order moves through visible states in the dashboard: Received, Routing, ACK, Delivered — or a clear rejection. Debugging a webhook means finding which step stopped, instead of guessing.

Step 1 — was the webhook Received?

If the alert does not even show as Received:

• The TradingView alert uses the wrong webhook URL or access key
• The alert did not actually fire (condition not met, or not on bar close)
• The payload was not valid JSON

Step 2 — Received but not Routed

The message arrived but routing did not pick a target:

• No account matches the payload, or the account name is wrong
• The plan quota for the day is already spent
• The account is disabled in your configuration

Step 3 — Routed but no ACK from the platform

The order reached the connector but the terminal did not confirm:

• The MT4/MT5 robot is not running, or algo trading is off
• The cTrader connection is down
• The broker symbol does not exist (a mapping mismatch)

Step 4 — ACK but not Delivered, or rejected

The platform answered but refused the order:

• Market closed, or the instrument is not tradable right now
• Volume below the broker minimum, or an invalid stop/target distance
• Not enough margin

A fast checklist

• Note the UTC time and the webhook ID from the dashboard
• Read the exact status and rejection reason in the history
• Reproduce on a demo account with a minimal payload
• Fix one variable at a time: URL, symbol mapping, risk, account

When to contact support

If the history shows a status you cannot explain, the documentation describes each field and status. The contact form asks for the UTC time, webhook ID and status so a request can be handled quickly.

Risk and limits

TheConnector reports what happened to each instruction. A received webhook does not guarantee execution: broker, spread, slippage and connectivity decide the final result. Strategy and trading risk stay with the user.