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Troubleshooting

Login problems​

If you can't log in, first check that the email or password is correct and that you're using the account you actually registered with. If you enter the wrong password several times, the system may temporarily limit login for security. If you forgot your password, use the reset function and check the related email, including your spam folder. If you still can't log in after resetting and verifying your details, the cause may be an account, identity-verification, or security-related restriction.

2FA problems​

If you can't use 2FA — wrong code, the authenticator app isn't working, or you changed devices and can't log in — first check that your device's time matches standard time, because 2FA codes depend on time synchronization. If you saved recovery codes, use them to regain access. If you have no recovery codes and can't access the original device, you may need to contact support for additional identity-verification steps.

API connection problems​

If the API connection fails or the system reports a connection error, check that the API Key and Secret Key are complete and correct, that the API permissions are enabled as the system requires (such as read and trade permissions), and that the IP restriction is correct. If the exchange's Trusted IP does not match the system's IP, the bot can't connect or place orders. Also check that the API key hasn't expired, hasn't been disabled, and doesn't have permissions the system doesn't support or that are riskier than necessary.

Balance not updating​

If your balance in the system doesn't match the exchange, first check that the API connection is still working and that the exchange account actually has a recent balance change. Data can sometimes be delayed by the external API, system processing, or temporary network issues. Refresh the data, confirm you're viewing the correct account, and check whether some assets are locked in orders or pending deals, which can cause the balance to be misread.

Bot won't start​

If the bot doesn't start after you enable it, check that the bot status is actually on, the exchange account is fully connected, and there is enough capital. Also confirm that basic settings — pair, bot type, entry conditions, and risk framework — are fully defined. In many cases a bot doesn't start because the entry condition hasn't been met yet, not because the system is broken. Distinguish between "the bot is enabled" and "the bot hasn't yet received a signal to start a deal."

Bot doesn't open deals​

If the bot is enabled but doesn't open deals, check whether the entry conditions match what you set — such as Trend, Filter, Percent/Condition, Webhook, or external signals. Also check that the Available Balance is still sufficient and that there are no limits from maximum deals, the bot's total budget, or Risk Exposure preventing new deals. Sometimes the issue isn't the bot itself but that conditions haven't been met, or capital/risk limits are working correctly as configured.

Deals don't close as expected​

If a deal doesn't close per Take Profit, Stop Loss, or another condition you set, first check whether those settings actually apply to the current deal, because some values apply only to new deals. Also check what target-price type is set — close on touch, close on candle close, or with additional conditions. In highly volatile markets, slippage may occur or orders may not execute exactly at the price you see. Review the deal details and order history together before concluding the system is faulty.

Not receiving external signals​

If a Signal Bot isn't receiving signals from TradingView, a webhook, or an external signal provider, check that the endpoint or webhook URL is correct, that the data format matches what the system supports, and that the external system is actually sending signals. Review the source-side send log, such as the Alert log or webhook history, because the issue may be that the source isn't sending, not Nanobot. Also check the bot's internal logic against the incoming signal — receiving a signal successfully but failing the conditions means the bot may not act.

Affiliate problems​

If the Affiliate system doesn't show referrals, doesn't calculate commission, or the totals don't update, first check that the referral actually signed up through your link or invite code and has met the program conditions. In many cases commission doesn't occur just from signing up; it occurs when the referred user completes the required activity. Check your referral link, invite code, referral status, and the reward-counting conditions. If data still doesn't match, gather the related details before contacting support.

Credit or payment problems​

If a top-up doesn't arrive, a payment status doesn't update, or there's an abnormality in the amount, first check whether the payment actually succeeded on the financial channel, and look at the payment-history page to see whether the system shows Paid, Pending, Failed, or Received. For credit-card transactions, check whether an additional fee applies. For bank transfers, check the reference number and the system's processing time. If the transaction succeeded on the bank/payment-provider side but the amount hasn't arrived in the system, prepare proof of payment for further review.

Meaning of common error messages​

Common error messages usually fall into three main groups: account problems, API problems, and order problems. Examples such as Invalid API Key, Permission Denied, Insufficient Balance, Order Failed, Signal Format Invalid, or Authentication Error generally indicate the basic cause. Read the error message together with the context of the page you're on — connecting an API, starting a bot, or sending an external signal. Interpret error messages by looking at the message, the related item, and the time of the event, rather than concluding from a short phrase alone.

When to contact support​

Contact support when you've done the basic checks but still can't resolve the problem, or when you find an abnormality related to your account, security, payments, reward calculation, or system behavior that doesn't match the configured conditions — especially issues affecting account access, exchange connectivity, balances, commission, or orders that could affect portfolio risk.