Common platform errors

Even the most stable platforms can show occasional errors: the best way to manage them is to recognize them and respond calmly. This guide collects the most frequent error categories and how to proceed.

Loading errors

The page does not open, remains white, or shows an infinite loading screen. In most cases, the cause is local:

• unstable connection;
• browser extension interference;
• corrupted cache or cookies;
• outdated browser version.

The standard remedy is to try incognito mode, use a different browser, or clear the cache. If the problem is general, check for any communications in the updates.

Authentication errors

The system does not recognize the user or repeatedly requests credentials. Go to Most common access problems: it gathers checks in order of fastest resolution.

Errors related to the broker

These are errors concerning the connection between the platform and the broker: outdated metrics, misaligned open trades, technical messages about the connection. Consult the guides What to do in case of disconnection and Synchronization problems.

Display errors

The page opens but some sections do not load correctly, a chart does not appear, or a button does not respond. Try:

1. reloading the page by clearing the cache;
2. temporarily disabling ad-blocker or privacy extensions;
3. trying another updated browser;
4. verifying screen resolution and browser zoom (extreme settings can hide elements).

Transient errors

Some errors are related to internal platform operations, such as scheduled maintenance or ongoing updates. They usually appear with clear messages and are resolved in a short time. Consult the updates to understand if an error is tracked or announced.

Reporting philosophy

Reporting an error is not "disturbing": it is contributing to the quality of the platform. Every well-documented technical report helps the team identify problems that might have gone unnoticed. You don't need to be 100% sure it's a bug: if something seems strange, describe it. The team will evaluate it.

At the same time, the report should be accompanied by honesty: if you made an unusual attempt and don't remember exactly what you changed, say so. The reconstruction of the scenario is the most valuable part of the ticket, much more than the description of the error itself.

What makes a report useful

• Precise reproduction steps.
• Complete technical context.
• Honesty about the attempts made.

How to write a good ticket for an error

If you cannot resolve the issue, a well-written ticket shortens the solution significantly. Include:

• the error description in one line;
• the scenario you were executing;
• the specific code or text of the error;
• browser, device, time;
• a screenshot when possible.

Open the ticket from the support page: the support team evaluates if the error is isolated or part of a wider case. If it is recurring, your report contributes to improving the platform.