Troubleshooting
Something not right? Let's find it.
The Expert Advisor says on the chart and in the Experts tab what is wrong and what to do. Find its message here.
Start here
Three questions, in this order
1Is the EA's name at the top right of the chart?
Drag it from the Navigator onto the chart again. Not in the Navigator? The file is in the wrong folder, or it is for the other platform: see step 2 of the installation guide.
2Is its icon bright, and the Algo Trading button switched on?
Switch on the Algo Trading button in the toolbar (AutoTrading in MetaTrader 4), and the tick on the Common tab of the EA's settings.
3Does it show a message on the chart?
Then all is well, or the market simply has not met its conditions yet. The Experts and Journal tabs at the bottom of MetaTrader say what it is doing.
Find that message below: what it means and what to do. Decode it ↓
Every message, decoded
What it means and what to do
Set-up
The licensing address is not allowed
What it means MetaTrader is blocking the licence check.
What to do Tools > Options > Expert Advisors: tick "Allow WebRequest for listed URL" and add the address in the message.
Account
Trading account … has not been added to this licence
What it means The key is right but this account is not in your list.
What to do Add the account number under My account > Licences. The Expert Advisor checks again by itself within a few minutes.
Account
… was added to the licence as the other kind
What it means The account was added as a demo account but is a live one.
What to do Release it on the Licences page and add it as a live account.
Account
… was added for a different broker server
What it means The same account number is tied to another broker's server.
What to do If you changed broker, release the account and add it again. Otherwise send a support request.
Licence
This licence has expired
What it means A time-limited licence reached its end date.
What to do Renew it on the Licences page. The Expert Advisor picks the renewal up by itself.
Licence
This licence is not active
What it means The licence is suspended or has ended.
What to do Send a support request and quote the reference in the message.
Licence
The licence could not be confirmed
What it means The key does not match a licence for this product.
What to do Paste the key again, complete and without spaces at the ends. Check that you are using the Expert Advisor the licence is for.
Connection
The licensing service cannot be reached
What it means A connection problem between your computer and our server.
What to do Nothing, usually: the Expert Advisor keeps trading on its current authorisation and retries. If it lasts, check your internet connection.
No message matches those words. Try one or two words from it, or send a support request with a screenshot.
Your open trades are safe
Will a licence problem close my trades?
New trades
paused, and pending entry orders withdrawnOpen trades
managed until they close, with their stops and targetsIf the licence cannot be confirmed, the Expert Advisor stops opening trades and withdraws its pending entry orders. It never closes a trade because of a licence problem.
Quick answers
Questions
The Expert Advisor is not opening trades. Why?
Check three things, in this order: its name at the top right of the chart (if it is not there, attach it again), its icon bright with the Algo Trading button switched on, and any message on the chart or in the Experts tab, which says what to do. With all three right, it is working and waiting for its own conditions.
Will a licence problem close my trades?
No. If the licence cannot be confirmed, the Expert Advisor stops opening trades and withdraws its pending entry orders. It keeps managing open trades, with their stops and targets, until they close.
Where do I see the messages?
On the chart, and in the Experts tab at the bottom of MetaTrader. The Journal tab shows MetaTrader's own messages.
What should I send to support?
The reference number from the message, if there is one, your account number and the EA version. Never your broker password or your full licence key.
Still stuck?
Send a support request from your account and include the reference number from the message, if there is one. Never send your broker password or your full licence key.