Status, support and recovery checks

Goal

Know which page to open first when you suspect a routing or execution issue.

1. Read the public status page

Open Status to see whether the platform reports a degraded state or maintenance window.

• A healthy status means you can continue with account-level checks
• A degraded status means you should wait for the posted update before retesting
• Maintenance windows appear there first

2. Use Alert history as the first technical trace

If the status page looks healthy, open Alert history.

• No transaction usually means the webhook never arrived
• A rejected transaction usually means the robot or broker rules returned an error
• A successful transaction tells you to continue with My orders
• If Alert history is locked on Basic, use My orders and the robot panel first

3. Use My orders and My performance only after a transaction exists

• My orders confirms whether an order is open, pending or closed
• My performance helps you understand the result over time, not the first delivery issue

4. Open a ticket when the issue is account-specific

Use Tickets when:

• The webhook URL is correct
• The account is Live
• The robot is running
• You still see a repeated error or no execution

5. Keep useful evidence ready

Before opening a ticket, keep:

• The affected account code
• The platform: MT4, MT5 or cTrader
• The TradingView symbol and command used
• The approximate test time
• A screenshot of Alert history or the robot panel if relevant