Support Playbook

YoForex Troubleshooting

Diagnose issues across the YoForex AI dashboard, API automations, and the Dynamic Hedger EA. Follow the guided checklist before escalating to support to resolve 90% of incidents in-house.

No Signals Updating

Check plan credits, API heartbeat, and workspace sync status.

Checklist
  • Visit Credits panel
  • Re-run sync
  • Reload workspace

Dynamic Hedger Idle

Confirm VPS uptime, MT5 auto-trading, and license validity.

Checklist
  • Check VPS
  • Reapply license
  • Enable auto-trading

Webhook / Automation Drift

Rotate API keys, verify webhook targets, and replay the last job.

Checklist
  • Create new key
  • Ping webhook
  • Replay signal

Dashboard & Signals

Most common YoForex AI workspace hiccups and how to unblock them fast.

Symptom

Signals stuck on "Awaiting AI"

Likely Cause

Credit exhaustion or paused AI engines.

Action Steps

  • Open Billing → Credits
  • Enable engines under Settings
  • Trigger a fresh analysis

Symptom

Automation not firing webhooks

Likely Cause

Expired secret or 400 response from destination.

Action Steps

  • Rotate webhook secret
  • Check response logs
  • Retry job manually

Symptom

Accuracy panel blank

Likely Cause

Workspace scopes missing analytics permission.

Action Steps

  • Edit workspace role
  • Enable Analytics scope
  • Reload dashboard

Dynamic Hedger EA

MT5-side issues for VPS, licensing, and recovery logic.

Symptom

EA button shows sad face

Likely Cause

Auto-trading disabled or DLL imports blocked.

Action Steps

  • Enable auto-trading
  • Allow DLL imports in EA settings
  • Restart MT5

Symptom

Orders not hedging

Likely Cause

Recovery presets set to manual or lot multiplier = 0.

Action Steps

  • Open Inputs
  • Select Smart Recovery preset
  • Save + reload chart

Symptom

License invalid

Likely Cause

Clock drift or duplicated installation.

Action Steps

  • Sync VPS time
  • Deactivate on unused VPS
  • Re-enter license
Escalation Map

When to escalate to support

Work through each level and include diagnostic exports before opening a ticket. It shortens response times and helps engineers reproduce your environment instantly.

Level 1 · Self-Service

Reset credits, reapply EA, and review health dashboards.

Credits dashboardEA reinstall checklistSignal logs

Level 2 · Assisted

Use live chat/Telegram with diagnostics JSON attached.

Download diagnosticsOpen support ticketAttach MT5 journal

Level 3 · Escalation

Schedule a handoff with engineering + share screen/API keys securely.

Book escalation slotProvide access tokenJoin screenshare

Live help 24/7

Use Telegram, WhatsApp, or in-dashboard chat for urgent incidents. Share diagnostics JSON and MT5 journal exports so engineers can jump straight to a resolution.

Telegram @YoForexAI Status Page Alerts

FAQ

When should I reset the workspace vs. open a ticket?

If only one strategy or pair misbehaves, reset that pipeline. Full workspace reset is recommended only when every AI engine is failing or credits are corrupted.

Does the EA recover after MT5 crashes?

Yes. Once MT5 restarts, Dynamic Hedger reloads state from the last journal entry. Always run MT5 on a VPS with auto-start enabled to minimize downtime.

Where can I monitor platform uptime?

Check the YoForex Status page from the footer or visit status.yoforexai.com for incident timelines and maintenance windows.