Start here: what's actually wrong?
A list of symptoms with the article that fixes each one, so you do not have to guess which part of VEXA broke.
What this does
Most people arriving here know what they can see, not which part of VEXA produced it. Find the line below that matches what is on your screen and follow it. Every destination is written as a fix, not as an explanation.
Find your symptom
| What you can see | Go here |
|---|---|
| An error box with a short title such as “Connection trouble” or “You’ve hit a limit” | Error messages explained |
| A screen that is blank, or a spinner that never stops | A screen is blank or stuck loading |
| You cannot get past the sign-in screen | I can’t sign in |
| The greeting or your profile shows a name you changed | VEXA shows the wrong name |
| Trades you imported a moment ago are not in the list | New trades aren’t showing up |
| Your imported P&L does not agree with your broker statement | My P&L doesn’t match my broker |
The score gauge and the three rings read - - | My scores are stuck on ”- -“ |
| A price chart on a trade is empty | A chart won’t load |
| Two screens show different values for the same metric | Two pages show different numbers |
| Voice will not start, or it drops mid-conversation | Voice won’t connect |
| A Sentinel session runs but heart rate stays empty | Sentinel isn’t reading my heart rate |
| No alerts arrive on your phone | I’m not getting notifications |
| A home screen widget shows yesterday’s numbers | My widget shows old data |
| You are not on the leaderboard | I don’t appear on the leaderboard |
| A feature you were using has locked itself | I lost access to a feature mid-session |
| The sidebar vanished on an Android tablet | Navigation disappeared on my tablet |
| A plain grey browser box asked you to type a name or a number | The app opened a browser dialog that looks broken |
| Everything works, slowly | The app is slow or unresponsive |
Three things that are not faults
Before you go further, rule these out.
- -where a score should be. That is the placeholder for “not calculated yet”, not a zero and not an error.- An import that reports everything as already imported. Duplicate detection compares the facts of each trade, so uploading a file twice adds nothing the second time. That is the safe outcome.
- Numbers that differ between two screens. Several metrics are defined differently in different places, on purpose. Two pages show different numbers lists which ones.
Steps
Same on every platform
- Write down the exact words on screen, including any code such as
resource-exhausted. - Note which VEXA you are using: web browser, iPhone, iPad, Android phone or Android tablet. Several behaviours differ by surface, and support will ask.
- Check the account filter and the date range on the screen you are looking at. A filtered view is the most common cause of “my data is missing”.
- Reload the screen. See A screen is blank or stuck loading for the reload gesture on your device.
- If the problem survives all four, open the article from the table above.
What you should see
One of the articles above should describe your symptom in its opening paragraph. If none of them does, that itself is useful information for support, because it means the problem is not one we have seen before.
Still stuck
Read What to include in a support request first, then Contact support. A request that arrives with the platform, the account email and the exact message is usually answered in one reply instead of four.
Related
Still stuck? Email support@vexatrade.ai.