Troubleshooting
Common fixes and error codes for issues with accounts, webhooks, and trade execution.
Common fixes
| Issue | Symptom | Fix |
|---|---|---|
| Account shows offline | Card shows grey 'Offline' even though MT5 is open. | Confirm 'Allow algorithmic trading' is enabled in MT5 (Tools → Options → Expert Advisors), the EA smiley face is visible on the chart, and the Auto Trading toggle on the account card is ON. The dashboard marks accounts offline after 10s without a heartbeat. If all of that looks right, check the WebRequest allowlist next (row below). |
| EA blocked by WebRequest | Account never comes online after installing or updating the EA, and the EA's Experts tab shows no API errors at all. | MT5 blocks outbound requests that aren't on the allowlist, so the EA gets nothing back and can't report a failure. In Tools → Options → Expert Advisors, check 'Allow WebRequest for listed URL' and confirm https://api.nexumtrader.com is listed, then restart the EA. EA versions before 1.6.8 used a different address, so upgrading from an older EA requires adding this one. |
| Trade not executing | Webhook fires but nothing happens in MT5. | Check (1) the dashboard ID in the payload matches your active dashboard, (2) the account is inside an active Trading Window, (3) auto-trading is enabled on the account card, and (4) the symbol exists in your broker's Market Watch under that exact name (e.g. XAUUSD vs GOLD). |
| Trade timed out | Trade row shows 'Trade timed out (not picked up within 5 seconds)' or 'Trade timed out (claimed but not completed within 30 seconds)'. | The EA didn't claim or confirm the signal in 5s. Most often: EA was disconnected, MT5 was minimised on a slow VPS, or the symbol was not in Market Watch. Re-attach the EA and retry. |
| Lot size too small / too large | Position size doesn't match expectations. | Lot size = (Balance × Risk%) / monetary loss per lot at SL. Verify the account's Risk% on the card and that the SL distance in your signal is correct. Webhook trades can include risk= to override per-trade; manual trades use the account card's Risk%. |
| Dashboard ID mismatch | Webhook returns 'Dashboard not found' or the wrong account fires. | Each user has one active dashboard ID. Open the Overview page or Setup checklist, copy the current dashboard ID, and paste it into your TradingView alert payload exactly. |
Error codes
These are NexumTrader's own messages. For codes your broker returns, such as OrderSend failed: 10016, see MT5 error codes.
| Message | Meaning | Fix |
|---|---|---|
| Trade timed out (5 seconds) | The signal was never picked up by an EA within 5 seconds. | The EA is not polling. Restart it on the chart and confirm 'STATUS: ONLINE'. |
| Trade timed out (30 seconds) | An EA claimed the signal but never reported back within 30 seconds. | The EA lost connection mid-trade. Check the position in MT5 before resending, because the broker may have filled it. |
| Dashboard not found | The dashboard ID in the payload doesn't match any user's active config. | Recopy your dashboard ID from the Overview page and paste it into your TradingView alert exactly. |
| Account not found | The EA polled with an account number that isn't registered against your dashboard. | The EA reports whichever MT5 account the terminal is logged into. Confirm that account is in the dashboard's Accounts list (add or re-link it), or log MT5 into the account you registered. |
| Outside Trading Window | Signal arrived but the account's active windows do not cover the current time. | Open Trading Windows for the account and add or extend a window to include the signal time. |