Technical FAQ

Frequently asked questions about technical issues, system requirements, and troubleshooting on the Trading Platform.

System Requirements

What are the minimum system requirements?

Web Platform

• Modern web browser (Chrome 90+, Firefox 88+, Safari 14+, Edge 90+)
• JavaScript enabled
• Stable internet connection (minimum 1 Mbps)
• Screen resolution: 1280×720 or higher

Desktop Application

Mobile App

• iOS 15.0 or later
• Android 10.0 or later
• Minimum 100MB storage

Which browsers are supported?

Connectivity Issues

The platform says "Disconnected" - what should I do?

Try these steps in order:

1. Check your internet connection by visiting another website
2. Refresh the page (Ctrl/Cmd + R)
3. Clear browser cache and cookies
4. Try a different browser
5. Disable browser extensions temporarily
6. Check if your firewall is blocking the connection
7. Visit our status page for any ongoing issues

What happens if my broker connection fails during setup?

The platform handles connection setup reliably. If the initial connection doesn't complete successfully, simply try again — the system automatically detects any previous setup attempts and resumes seamlessly. Your broker account will be connected without any extra steps on your part.

My broker connection keeps dropping

Broker disconnections can occur due to:

• Network issues: Check your internet stability
• Broker maintenance: Check your broker's status page
• Credential expiry: Re-enter your broker credentials
• Server issues: Try a different broker server
• Account dormancy: Contact your broker if inactive for long periods

The platform does not reconnect an account by itself. To reconnect:

1. In the sidebar, open Accounts → Broker Accounts
2. Select Connect on the affected account
3. If that fails, disconnect and reconnect with fresh credentials

Price data is not updating

If prices appear frozen:

1. Check if the market is open for that instrument
2. Verify your broker connection is active (green indicator)
3. Refresh the page
4. Check if other instruments are updating
5. Clear browser cache

Weekend and holiday closures will show the last traded price until markets reopen.

Performance Issues

The platform is running slowly

Try these optimisations:

• Reduce open charts: Each chart consumes resources
• Limit indicators: Use only necessary indicators
• Clear browser cache: Old data can slow performance
• Close other tabs: Browsers share resources
• Use Chrome: Generally offers best performance
• Disable hardware acceleration: Try if graphics issues occur
• Reduce timeframe history: Less data to render

Charts are lagging or stuttering

Chart performance tips:

• Reduce candle count: Load less historical data
• Simplify drawings: Remove unused annotations
• Update graphics drivers: Outdated drivers cause issues
• Try different chart type: Area charts are lighter than candlestick
• Check CPU usage: Other applications may be competing

The platform is using too much memory

To reduce memory usage:

1. Close unused chart tabs
2. Reduce number of indicators per chart
3. Close the application and restart (releases memory)
4. Use a single browser profile (multiple profiles multiply memory)
5. Disable browser extensions

Login Issues

I can't log in to my account

Check these common causes:

• Wrong email: Ensure you're using the registered email
• Caps Lock: Passwords are case-sensitive
• Browser autofill: May insert old/wrong credentials
• Account locked: Too many failed attempts locks for 30 minutes
• 2FA issues: Check your authenticator time is synced

If you've forgotten your password, use the "Forgot Password" link on the login page.

2FA codes aren't working

If your 2FA codes are rejected:

1. Check time sync: Ensure your phone time is correct (enable automatic time)
2. Wait for new code: Codes expire every 30 seconds
3. Use backup codes: If you saved them during setup
4. Contact support: To reset 2FA if locked out

My session keeps expiring

Sessions expire after inactivity for security. To adjust:

1. Go to Settings → Security → Session Timeout
2. Select your preferred timeout (15 min to 24 hours)
3. Enable "Remember this device" for trusted devices

Note: Sensitive operations still require re-authentication regardless of setting.

Chart Issues

Historical data is missing

Missing historical data can be due to:

• New instrument: Limited history available
• Data loading: Wait for full data to load (progress indicator shows)
• Timeframe issue: Very short timeframes have limited history
• Broker limitation: Some brokers provide limited historical data

My drawings disappeared

Chart drawings are saved automatically. If they're missing:

1. Check you're on the correct symbol and timeframe
2. Ensure "Show Drawings" is enabled in chart settings
3. Check if drawings are synced (may take a moment)
4. Try refreshing the page
5. Clear cache only as a last resort (may delete local drawings)

Indicators aren't displaying correctly

Troubleshooting steps:

1. Remove and re-add the indicator
2. Check indicator settings are appropriate for the timeframe
3. Ensure enough historical data is loaded
4. Try on a different instrument to isolate the issue
5. Clear browser cache and reload

Order Issues

My order won't place

Orders can fail for several reasons:

Stop loss wasn't triggered

Stop losses are executed by your broker, not the platform. If yours wasn't triggered:

• Check the spread: Price may not have reached SL including spread
• Gap/slippage: Market may have gapped past your level
• Order type: Verify it was a stop loss, not take profit
• Contact broker: For explanation of execution

API Issues

API requests are returning errors

Common API errors and solutions:

See our API Quick Start guide for detailed troubleshooting.

Webhooks are not being received

Verify your webhook setup:

1. Ensure your endpoint URL is correct and publicly accessible
2. Check your server accepts POST requests
3. Verify HTTPS is working (required)
4. Check your server logs for incoming requests
5. Ensure you're returning 200 status quickly
6. Test with our webhook testing tool in the dashboard

Mobile App Issues

App keeps crashing

1. Update to the latest app version
2. Restart your device
3. Clear app cache (Settings → App → Trading Platform → Clear Cache)
4. Uninstall and reinstall the app
5. Ensure sufficient storage space
6. Update your device OS

Push notifications aren't working

1. Check device notification settings allow the app
2. Verify notifications are enabled in app: Settings → Notifications
3. Check Do Not Disturb mode isn't active
4. Ensure background app refresh is enabled
5. Log out and log back in
6. Reinstall the app

Data & Privacy

How do I export my data?

1. Go to Settings → Privacy → Export Data
2. Select what to export (trades, account history, settings)
3. Choose format (CSV, JSON, PDF)
4. Click Generate Export
5. Download link will be emailed to you

How do I delete my data?

You can ask us to delete personal information we hold about you. To request:

1. Email support@binarysword.com from your registered address
2. Say what you want deleted, or ask us to close your account
3. Note: we keep security and audit records for 7 years after an account closes, then delete them. See "Retention and deletion" in our Privacy Policy

Still Need Help?

If your issue isn't covered here:

• Live Chat: Click the chat icon in the bottom right
• Email: support@binarysword.com
• Status Page: status.dev.binarysword.com

Related Resources

• Quick Start Guide - Platform basics
• API Quick Start - API troubleshooting
• Mobile App Guide - Mobile features
• Account FAQ - Account questions
• Trading FAQ - Trading questions