Troubleshooting: Common Issues and How to Fix Them

Most AlertaChart issues fall into a handful of categories: stale data, missing notifications, lost drawings, or sign-in glitches.

Chart shows "Failed to load historical data"

1. Network: refresh once (Cmd-R / pull to refresh). 2. The symbol may have changed format. Try the spot version if you're on .p. 3. The data feed might be down. Check alertachart.com/status. 4. Slow connection: the chart auto-retries.

Watchlist row shows price but 0 volume

This usually only happens with equities. Price comes from the live WebSocket; volume comes from a periodic REST snapshot every 30 seconds. If the REST call failed, the row keeps showing the WS price but volume stays at 0 until the next refresh. Fix: pull to refresh on mobile, or click the row twice (away and back).

Alert didn't fire

Every paid tier (Starter, Trader, Pro and Elite) runs price alerts on AlertaChart servers 24/7 and can notify you when the app is closed. Free alerts are evaluated locally and require the app to be open. Technical, trendline and watchlist-scan alerts start at Pro.

Free user: alarms only fire while AlertaChart is open. This is by design.

My drawings are gone

Drawings, alerts and chart preferences are saved according to the feature and device. Cross-device cloud synchronization of watchlists and drawings starts with Trader and requires the same signed-in AlertaChart account. Local-only data is not guaranteed to return after browser storage is cleared or the app is removed.

Can't sign in

1. Same auth provider (Google / Apple) you used to register. 2. On iOS: Sign in with Apple requires you to be signed into your Apple ID at the system level. 3. Browser cookies blocked? AlertaChart needs cookies for session. 4. Try Incognito / Private mode and sign in fresh.

Mobile app crashing

1. Update the app. 2. Force-close and reopen. 3. Restart the device. 4. Delete and reinstall. Your watchlist, drawings (Trader), and alerts restore on next sign-in.

Premium features greyed out after paying

On iOS or Android it re-reads purchases returned by the store account, verifies the receipt on the backend, and applies the highest valid tier to the same AlertaChart account. It does not create a new charge. It cannot automatically transfer a purchase made with a different Apple/Google account or linked to a different AlertaChart account.

First confirm that the subscription is active in the store where it was purchased and that the app is signed into the same AlertaChart account that should receive the entitlement. Store catalog propagation or receipt verification can take a short time. On mobile use Restore Purchases; for a web subscription check the Lemon Squeezy confirmation and the account email you used. If it remains inactive, send the order/receipt identifier through the private Support form.

Help center doesn't have my issue

Open a support request from the Help page. Include what you were doing, what you expected, what happened, a screenshot if possible, and a rough timestamp.