Help
Troubleshooting
The issues people hit most often, and how to fix them. If your problem isn’t here, reach out — we’re happy to help.
My Expert Advisor won’t trade on MetaTrader 5
Make sure AutoTrading is on (the toolbar button should be green) and that algo trading is allowed in the EA’s properties. A smiley face in the top-right of the chart confirms the EA is active.
“Invalid account login” / the EA refuses to start
Each build is licensed to a single MetaTrader 5 account number. If the current account doesn’t match the one declared at build time, the EA won’t run. Run a new build for the new account.
The symbol isn’t found
Symbol names differ between brokers — EURUSD, EUR/USD, EURUSD.m and so on. Change the symbol in the EA’s properties to match your broker, or pick the correct broker symbol in the delivery flow.
My build has been “queued” for a while
Builds move through a queue. This is usually under a minute, and a few minutes at peak times. If a build is stuck for much longer, contact us.
My build failed — did I lose the credits?
No. If a build fails because of a system error, the credits are refunded to your wallet automatically and you can retry. If a blueprint can’t be built at all, it’s stopped before any credits are charged.
My balance dropped unexpectedly
Every credit movement is recorded in your transaction ledger with a reason. Check your transactions to see exactly what was charged and when.
The “Continue to Build” button hasn’t appeared in Brainstorm
The brief isn’t complete yet. Keep answering the assistant’s questions, or reset the session (which is free) and start again.
I can’t install the app from my browser
The install option needs a modern browser — Chrome or Edge are recommended. You can always use Edge Builder in the browser without installing it.
Broker & data quirks worth knowing
Backtests use the historical broker server time, so session boundaries like “London” or “New York” are mapped to UTC and can look shifted by an hour or two against your live chart. Spreads are simulated at average historical values rather than your specific broker's, so a very thin edge can shrink when you change broker. Daylight-saving switches in spring and autumn can add an hour of drift around session boundaries. And keep MetaTrader 5 reasonably up to date — some custom indicators rely on recent platform features.
Still stuck?
Ask the community on Discord, or contact the desk. There's also an in-app help assistant for account and build questions.Keep reading