Troubleshooting common problems

Most problems have a quick fix. Try these steps before contacting us.

The chart does not load or looks frozen

1. Check your internet connection.
2. Switch to another symbol and back, or change the timeframe.
3. Reload the page, or close and reopen the app.
4. On the web, make sure your browser is up to date.

If only one market is affected, it may be closed: stocks and CME futures do not move outside trading hours.

An alert did not fire

• Check the condition. An alert set at a price the market had already passed waits for the price to cross it again.
• Check the market. Stocks, forex, indices and CME futures are watched only while their market trades. Alerts on options and on Binance pairs quoted in other currencies such as EUR pairs work only while AlertaChart is open. Script alerts run around the clock on Binance, Bybit, OKX and Coinbase spot and perpetual pairs and Hyperliquid perpetuals, on 1-minute to 1-week charts, and otherwise only while AlertaChart is open; the alert window tells you which kind an alert is. Bybit, OKX, Coinbase and Hyperliquid alerts are checked against that exchange's own price.
• Check the Alerts panel: the alert may have expired or been paused.

Notifications do not arrive on my phone

• Allow notifications for AlertaChart in your phone's settings.
• Turn off Focus, Do Not Disturb or battery saving for AlertaChart.
• Sign in with the same account on the phone as on the web.
• Open the app once after installing or updating so it can register for notifications.

My plan is not active

• Make sure you are signed in with the account you used to subscribe.
• On iPhone or Android, use Restore Purchases in the subscription screen.
• A new purchase can take a minute or two to appear.

My watchlist, drawings or settings are missing

• On Free these are kept on each device, and on Starter so are drawings and settings. Clearing browser data or reinstalling removes them.
• Watchlists are saved to your account from the Starter plan and drawings from the Trader plan; sign in with the same account to see them.
• Signing out keeps your watchlists and drawings on that device: sign in with the same account to get them back.
• If a paid plan ended, the watchlist was cut to one list of 10 symbols a day later; renew and the lists saved to your account come back.

Prices look different from another site

Prices differ slightly between exchanges and between spot and perpetual markets. Check that you are looking at the same exchange and market.

Still stuck?

Open Support requests from the account menu (on a phone, from the My Account tab) and press New request, or send one from the Help Center. Describe what you did, what you expected and what happened, and add a screenshot if you can. Your requests and our replies open in the same panel over the app, and in the Help Center under "My Open Requests". You can keep writing on the same request until it is marked resolved. The help button at the foot of the right-hand toolbar searches these articles and questions in your language.