Master Troubleshooting Guide

1. 1

   Does the account holder name in your dashboard match MetaTrader exactly?

   Open your MetaTrader account details and compare the holder name with the one saved against that account number in your dashboard, under Licenses. They must match exactly, including capital letters — if they differ, your licence will not validate on that account and the EA will not run. Edit it in the dashboard to correct it.

2. 2

   Is the green Algo Trading button ON in the toolbar?

   Look at the top toolbar of your desktop terminal. The Algo Trading button — AutoTrading on MT4 — must be green, not grey.

3. 3

   Is automated trading enabled in the chart's properties?

   Look at the top-right corner of the chart. You should see a green icon on MT5, or a smiling face on MT4. If it is red or frowning:

   1. 1.Right-click the chart → Expert Advisors → Properties.
   2. 2.On the Common tab, tick Allow Algo Trading (Allow live trading on MT4).
4. 4

   Is MetaTrader connected to your broker?

   Check the very bottom-right corner of the terminal — it should show active network bars and a data rate. If it reads 'No connection' or 'Common error', your platform is offline and nothing else on this list matters yet.

5. 5

   Did you log in with the MASTER password?

   You must sign in with your main trading password. If you used the Investor (read-only) password, MetaTrader silently blocks the EA from sending any order to your broker.

6. 6

   Is the market open and the symbol tradeable?

   Open Market Watch (Ctrl + M). A greyed-out symbol name means your broker has disabled trading on it. Also check that the market for that specific asset — indices and commodities especially — is actually open right now.

7. 7

   Do you have enough free margin?

   Check the balance on the account. There must be enough free margin to support the intended trade and lot size — if there is not, the broker's server rejects the order outright and the EA can do nothing about it.

1. 8

   Is the WebRequest URL allowed?

   The EA calls our server to validate your licence. If that request is blocked it shuts down immediately — and the failure looks exactly like an expired licence, which is what makes this worth checking carefully.

   1. 1.Go to Tools → Options → Expert Advisors.
   2. 2.Tick Allow WebRequest for listed URL.
   3. 3.Double-click the empty row beneath it and enter https://api.tfpartner.trade exactly, with no trailing slash.
2. 9

   Are you using the correct symbol suffix?

   Many brokers put ECN, Micro or Pro accounts on their own symbol names. Attach the EA to a plain EURUSD chart while your account can only trade EURUSD.ecn and it will simply sit idle — with no error message to tell you why.

   1. 1.Right-click inside Market Watch and choose Show All.
   2. 2.Look for a suffix matching your account type — .ecn, .pro, .m, a trailing + and so on.
   3. 3.Open a chart on the correct symbol and move the EA onto it.
3. 10

   Are the EA's own filters holding it out of the market?

   Check the EA's inputs against current conditions. The built-in spread filter, time-of-day restrictions, high-impact news blocks and volatility filters all exist to keep it out of a bad entry — any one of them active will stop a position being opened while everything else is configured perfectly.

4. 11

   Does it only happen in the Strategy Tester?

   If the problem appears only in backtesting, it is usually the data or the test settings rather than the EA. Make sure the imported history for that symbol and timeframe is complete, and that the modelling mode — Every tick, or maths calculations — matches what the strategy needs.

Look at the bottom panel of your terminal — Terminal on MT4, Toolbox on MT5. Two tabs matter, and they carry different things:

Subject: Technical Support Request — EA issue for account [your account number]

Hi Support Team,

I am having trouble getting the EA to run correctly. I have worked through the
Troubleshooting Guide checklist, but the issue persists.

Here are my details:
- Broker name: [e.g. IC Markets]
- Platform: [MT4 or MT5]
- Account type: [e.g. Raw Spread, Demo, Standard]
- Exact symbol & timeframe: [e.g. XAUUSD, H1]
- Dashboard licence name: [the holder name saved in your dashboard]

Error logs / behaviour:
[Describe what happens — e.g. the EA loads but does not trade / the EA instantly
removes itself from the chart]

Lines from the Experts / Journal tab:
-
-
-

Thank you,
[your name]

To receive push notifications from MT4 or MT5 on your phone, find your unique MetaQuotes ID in the mobile app and enter it into your desktop platform. Follow the three steps below.

1. 1

   Find your MetaQuotes ID on mobile

   Your phone generates a unique 8-character ID that routes notifications to your device. Find it first.

   Apple (iOS)

   1. 1.Open the MT4 or MT5 app on your iPhone or iPad.
   2. 2.Tap Settings (the gear icon in the bottom-right corner).
   3. 3.Select Messages or Chat and Messages.
   4. 4.Find your ID at the bottom under My MetaQuotes ID.

   Android

   1. 1.Open the MT4 or MT5 app on your Android device.
   2. 2.Tap the Menu icon (three horizontal lines, top-left corner).
   3. 3.Select Messages (the envelope icon).
   4. 4.Find your ID shown as My MetaQuotes ID.
2. 2

   Link your desktop platform

   Enter the ID into your desktop platform so it knows where to send alerts.

   MetaTrader 4 (Desktop)

   1. 1.Open MT4, then click Tools → Options (or press Ctrl + O).
   2. 2.Go to the Notifications tab.
   3. 3.Check Enable Push Notifications.
   4. 4.Optional: check Notify of trade transactions for order open/modify/close alerts.
   5. 5.Enter your 8-character MetaQuotes ID in the MetaQuotes ID field.
   6. 6.Click Test — a notification should reach your phone instantly. Click OK to save.

   MetaTrader 5 (Desktop)

   1. 1.Open MT5, then click Tools → Options.
   2. 2.Go to the Notifications tab.
   3. 3.Check Enable Push Notifications.
   4. 4.Optional: check Notify of trade transactions for automatic manual and EA trade alerts.
   5. 5.Type your mobile MetaQuotes ID into the field provided.
   6. 6.Click Test to confirm the connection, then click OK to apply.
3. 3

   Check mobile system permissions

   If the Test alert never arrives, make sure your phone allows MetaTrader to show notifications.

   iOS

   1. 1.Go to Settings → Notifications → MetaTrader 4/5.
   2. 2.Turn on Allow Notifications.

   Android

   1. 1.Go to Settings → Apps → MetaTrader 4/5 → Notifications.
   2. 2.Enable Show Notifications.

Tip: MetaTrader caps push notifications at 1 message every 0.5 seconds and 10 per minute — some alerts may be throttled during very active sessions.