# What to do if something goes wrong? (User Guide)
This guide will help you understand what error messages on the platform mean and how to respond to them.
# 1. Login and Registration
If you don't receive an email with the verification code during registration it is most likely that your email provider blocks these messages. Try searching the Spam or Junk folders of your email or try a different email provider.
Messages on these screens come directly from the security system. If you see an error, the issue is most likely with the data you entered.
| What you see | What it means | What to do |
|---|---|---|
Incorrect username or password. | Invalid login or password. | Check if Caps Lock is on, and try entering your credentials again. Use the "Forgot password?" feature. |
User does not exist. | No user with this email was found. | Double-check the spelling of your email. You might have registered with a different address. |
Invalid verification code provided... | Invalid confirmation code from email or SMS. | Check your email/SMS; the code may have expired. Request a new code. |
Password attempts exceeded. | Too many failed login attempts. | Wait for 15–30 minutes. The system has temporarily blocked login to protect your account. |
Email already exists... | An account with this email is already registered. | Use the password recovery feature for this email or log in with it. |
# 2. Profile Settings and Password Change
| What you see | What it means | What to do |
|---|---|---|
Incorrect old password | Option 1: You entered a password that is too short. Option 2: The current password was entered incorrectly. | Just in case: Make sure your new password is longer than 8 characters. If that doesn't help — you definitely entered the old password wrong. Try resetting it. |
This username is incorrect | The username is too short (less than 3 characters). | Use a name or alias between 3 and 15 characters long. |
Phone number should be in valid format | The phone number was entered in an incorrect format. | Enter the number with "+" and the country code (e.g., +447502123456). Do not include extra spaces or hyphens. |
Allowed numbers only / Incorrect verification code | The SMS code you entered contains letters, or the code is too short/long. | Enter exactly the 4 digits from the SMS message. |
# 3. Connecting a Trading Account (MetaTrader)
The most complex and important section. Errors here are most often related to incorrectly entering your broker's credentials.
| What you see | What it means | What to do |
|---|---|---|
Account number and account password length should be greater than 6 | The account number or password is too short. | The MT5 account number and password must be at least 6 characters long. |
Please, enter correct Metatrader account number | The account number contains letters or special characters. | The trading account number should consist only of digits. |
check your login and password | The broker did not accept your login/password. | Important! Check that you are entering your trading access password (Master/Trading password). You are most likely entering the Investor password. |
Investor password provided. Signals won't be copied | Warning. You entered an Investor password. | If you continue, signals will not be copied to this account. You need to remove the account and add it again with the correct password. |
Please try after minutes | You are trying to delete an account you just created. | An account cannot be deleted within 2 minutes of creation. Wait for several minutes and try again. |
Unsubscribe from the following programs to delete your MT5 account: | Your account has active copy-trading subscriptions attached to it. | To delete the account, you must first unsubscribe from all copytrading programs (they are listed in the message). |
# 4. Copy-Trading (Subscriptions and Programs)
| What you see | What it means | What to do |
|---|---|---|
You still have an active subscription to this program... | You are trying to subscribe to a program you just unsubscribed from. | Unsubscription is not instantaneous. Wait a couple of minutes for the system to update the status, then try again. |
This program is no longer available... | The program has been paused, deleted, or is unavailable. | Try subscribing to another program from the catalog. |
Value of selected setting should be greater than 0 | You are trying to set risk or copy amount to zero or a negative number. | Enter a number greater than zero (e.g., 1). |
MT5 account you provided is invalid... (for program provider) | The system could not connect to your account to create a program. | Verify the account number and password are correct. Wait for 2 minutes and try again. |
Something went wrong with data fetching... | There is no connection between the program and your account. | This is a technical issue. Click the "contact support" link to send a request to technical support. |
# 5. Channels and Chats
| What you see | What it means | What to do |
|---|---|---|
The length of the name is from 4 to 15 characters (when creating a channel) | The channel name is too short or too long. | Choose a name between 4 and 15 characters. |
A channel with that name already exists | A channel with that name already exists. | Choose a different, unique name. |
You cannot subscribe to your own channel | You are trying to subscribe to your own channel. | This is not possible. As the owner, you already have access. |
Please, add card to follow channel | A card is required to subscribe to a paid channel. | Go to the "Payments" section and add your bank card. |
Paid subscription unsuccessful. | Failed to charge the subscription fee. | Check that you have sufficient funds on your card and that the expiry date is entered correctly. |
Message cannot be empty... | You tried to send only a web link, such as https://example.com, but you don't have permission to post links. | Remove the link from the message or type some text. |
The message is too long... | The message is too long. | Your tariff plan limits message length. Shorten the text. |
You can not delete/edit other's message | You are trying to delete or edit someone else's message. | You can only edit and delete your own messages. |
File too large | The attached file is too large. | The maximum upload size is 10 MB. Compress the file. |
# 6. Payments and Stripe
| What you see | What it means | What to do |
|---|---|---|
Your payment method creation failed. | Failed to add the card. | Check that the card number, expiry date, and CVV code are correct. If the card is new, you may need to complete 3D-Secure verification with your bank. |
Stripe connection error. (Banner with a "Reload" button) | Connection to the payment system was lost. | Click the "Reload" button to reconnect. If that doesn't help, check your internet connection. |
(Red error text on the subscribe button) | There is an issue with your subscription status. | Reload the page. If the problem persists, contact support. |
# If you see the message:
"It looks like we're having some internal issues. Our team has been notified..."
Do not panic. This is a system error (crash). Our developers have already been notified. Simply reload the page (F5 or the browser's refresh button). If it happens again, let support know that you saw the "crash screen."