Support Playbook
YoForex Troubleshooting
Diagnose issues across the YoForex AI dashboard, API automations, and the Dynamic Hedger EA. Follow the guided checklist to gather useful information before contacting support.
Analysis Not Completing
Check account access, available credits, and the displayed error before retrying.
- Read the error
- Check credits
- Retry one request
MT5 EA Not Trading
Check terminal connectivity, trading permissions, the license, and the EA logs.
- Check connection
- Read Experts / Journal
- Review permissions
Unexpected Output
Verify the chart, symbol, timeframe, and capture time before using the analysis.
- Check the input
- Review assumptions
- Request a fresh analysis
Dashboard & AI Analysis
Checks for incomplete requests or output that does not match the chart.
Symptom
Analysis stays pending
Likely Cause
Possible request, model-availability, connection, or credit issue.
Action Steps
- Check the displayed error and remaining credits
- Avoid repeatedly submitting the same request
- Send support the request time and redacted error text if the issue persists
Symptom
Suggested prices do not match the chart
Likely Cause
The model may have misread an image or received stale or incomplete context.
Action Steps
- Verify the symbol and timeframe
- Supply a readable price scale and current chart
- Do not act on a level you cannot verify
Symptom
Different models disagree
Likely Cause
Models can interpret the same chart differently; disagreement is not necessarily a platform fault.
Action Steps
- Compare inputs and assumptions
- Check each explanation against the chart
- Do not substitute a majority vote for a risk review
MT5 Expert Advisors
Platform checks for Dynamic Hedger or Private EA. Follow the supplied version-specific instructions.
Symptom
EA is attached but does not trade
Likely Cause
Trading permissions, the connection, or an entry filter may prevent an order.
Action Steps
- Read the Experts and Journal messages
- Check automated-trading permissions at the platform and EA level
- Confirm the market is open and the symbol can be traded
Symptom
Orders are rejected or no hedge appears
Likely Cause
Possible account-mode, volume-step, margin, symbol, or strategy-condition mismatch.
Action Steps
- Inspect the exact broker rejection message
- Check the account mode and symbol contract specifications
- Review the installed EA inputs with support before changing exposure
Symptom
License is rejected
Likely Cause
The supplied license, account, version, or connection may not match the activation requirements.
Action Steps
- Confirm the account ID and installed version
- Check terminal connectivity and the displayed message
- Contact support without sending a trading password
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.
1. Check the Evidence
Record the symptom before changing settings or reinstalling software.
2. Contact Support
Share the product name and redacted diagnostics through the published support channel.
3. Verify the Resolution
Test the suggested correction on demo and confirm the result before live use.
Contact product support
Use the published contact channels for account or setup questions. Include redacted error messages and the product version so the team can investigate.
FAQ
Should I reinstall an EA immediately?
Start with the logs and the supplied instructions. Reinstallation or changed settings may affect state; review open positions and consult support before making a change on a live account.
Does disabling an EA close its trades?
Disabling automated trading does not itself close existing positions. Review the open account exposure separately and understand the effect of stopping automated management.
What should I send to support?
Send the product and version, the time of the issue, the symptom, and redacted log messages or screenshots. Do not send account passwords, private API keys, or other secrets.