Troubleshooting & Support¶
Overview¶
If you encounter issues with the E8 Markets terminal, the steps below resolve the most common problems.
Q: The chart is not loading or appears blank — what should I do?
A: First, refresh the page (F5 or ⌘R). If the chart still doesn't load, clear your browser cache and try again. The TradingView-powered chart requires a stable internet connection. Chromium-based browsers (Chrome, Edge) are recommended for best compatibility.
Q: My order was not executed — why?
A: For Market Orders, execution failures are rare but can occur if your Free Margin is insufficient or the market is closed (e.g., a Stock CFD outside trading hours). For Limit, Stop, and Stop-Limit orders, the order stays pending until the market reaches your specified trigger — check Open Orders to confirm it's still resting rather than failed. For a Stop-Limit order specifically, remember it can trigger without filling if price runs past your Limit Price before it executes (see Placing Trades) — that shows as a triggered-but-unfilled or still-resting order, not a failure.
Q: The Quick Search is not responding — what's wrong?
A: Make sure the browser window is in focus (click anywhere on the page first). Some browser extensions can intercept keyboard shortcuts (⌘K) — try temporarily disabling them or click the magnifying-glass Search icon in the header directly instead of using the shortcut.
Q: My account stats (Balance, Equity) seem incorrect — what should I check?
A: Make sure you're viewing the intended account: click the account/challenge name in the top-left header to open the Trading Accounts switcher and confirm you're on the right one — there is no longer a simple Demo/Live pair, so it's easy to be looking at a different challenge account than you think. UP&L fluctuates with open positions, which affects Equity but not Balance. If figures still look wrong after a refresh and confirming the account, use Feedback to report the discrepancy.
Q: My AI assistant or script can't connect to the MCP endpoint — what should I check?
A: The three common causes are a rejected credential (401), a rate limit (429), or a key missing the scope a tool needs. Each has a distinct signature — see "When it does not work" in the MCP documentation, and run its smoke-test script to identify which one you're hitting. See Terminal Access & MCP.
Q: I gave an AI assistant an API key — can it place trades?
A: Yes, by default. A key minted from Settings → API Keys carries full permissions including order placement (the terminal's key-creation flow shows user and trade scopes). If you only intended it to read data, revoke it and create a read-only key instead. Revoking a key at Settings → API Keys immediately stops everything using it.
Q: Where can I find the official documentation?
A: Click the open-book icon in the top header at any time or follow this link.
Q: How do I submit a bug report or feature request?
A: Click the message icon in the top header (next to the book icon). This opens a Typeform survey where you can describe the issue or suggestion. The E8 Markets team reviews all submissions. For urgent account issues, contact E8 Markets support directly through official website.