Log In Get Started

Common Issues & Solutions

Having trouble with Tradavity? This guide covers the most common issues and how to solve them. If you can't find a solution here, contact support.

Login & Account Issues

Can't log in

  • Check your email - Make sure you're using the email you registered with
  • Check your password - Passwords are case-sensitive
  • Clear browser cache - Old session data can cause issues
  • Try a different browser - Rule out browser-specific problems
  • Reset your password - Use the "Forgot password" link on the login page

Session expired / Logged out unexpectedly

  • Sessions expire after extended inactivity for security
  • Check if you're logged in on multiple devices
  • Check your browser's cookie settings - cookies must be enabled

Email verification not arriving

  • Check your spam/junk folder
  • Wait a few minutes - delivery can be delayed
  • Make sure you entered the correct email address
  • Try requesting a new verification email
  • Add support@tradavity.com to your contacts

2FA code not working

  • Check the time - Your device's time must be accurate for TOTP codes
  • Use backup codes - If you saved them during 2FA setup
  • Wait for new code - Codes change every 30 seconds
  • Contact support if you've lost access to your authenticator app

Trade Entry Issues

Can't add a trade

  • Create a trading account first - Go to Settings > Accounts
  • Check plan limits - FREE plan allows 2 trades/day, 30/month
  • Fill required fields - Symbol, direction, and entry price are required

P&L showing wrong value

  • Check entry and exit prices
  • Verify quantity is correct
  • Check the multiplier for futures contracts
  • Verify fees are entered correctly (subtracted from gross P&L)
  • Check auto-calculation settings in Settings > Calculations

Can't find my strategy/setup

  • Strategies must be created first in the Strategies page
  • Setups are linked to strategies - select a strategy first
  • Check if you're on the correct trading account

Display & Interface Issues

Page not loading properly

  • Hard refresh - Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  • Clear browser cache - Outdated files can cause display issues
  • Disable browser extensions - Ad blockers can interfere
  • Try incognito mode - Rules out extension/cache issues

Charts or data not showing

  • Check your date range filter in the top bar
  • Make sure you have the correct account selected
  • Verify you have trades in the selected date range

Mobile layout issues

  • Use the menu icon to access the sidebar on mobile
  • Try rotating your device
  • Update your browser to the latest version

Subscription & Billing Issues

Payment failed

  • Check your card details are correct
  • Ensure sufficient funds are available
  • Try a different payment method
  • Contact your bank if the card is being declined

PRO features not working after upgrade

  • Log out and back in - Refreshes your subscription status
  • Wait a few minutes for payment to process
  • Check Settings > Billing to confirm subscription is active

How to cancel subscription

  1. Go to Settings > Billing
  2. Click "Manage Subscription"
  3. Cancel through the Stripe customer portal

Data & Export Issues

Data export not working

  • Check your browser allows downloads
  • Try a different browser
  • Disable popup blockers temporarily

Missing trades after import

  • Check the import preview before confirming
  • Verify you selected the correct broker format
  • See CSV Import Troubleshooting for detailed help

Performance Issues

App running slow

  • Close unused browser tabs
  • Clear browser cache
  • Use a smaller date range filter
  • Try a different browser (Chrome recommended)

Page keeps refreshing

  • Check your internet connection
  • Disable browser extensions
  • Clear cookies and cache

Before Contacting Support

To help us resolve your issue faster, please:

  1. Try the solutions above - Many issues are quickly resolved
  2. Note the exact error message - Copy the full text if possible
  3. Note what you were doing - What page, what action
  4. Try in a different browser - This helps identify the cause
  5. Take a screenshot - Visual context helps a lot

Getting Help

If you can't solve the issue yourself:

Contact Form

The fastest way to get help is through our Contact Support form. Include:

  • Your email address (associated with your account)
  • Category of the issue
  • Detailed description of the problem
  • Steps to reproduce the issue
  • Any error messages you see

We typically respond within 24-48 hours.

Email

You can also email us directly at support@tradavity.com

Include Your Account Email

When contacting support, always use or mention the email address associated with your Tradavity account so we can look up your information.

Reporting Bugs

Found a bug? Please report it so we can fix it:

  1. Go to the Contact Support form
  2. Select "Bug Report" as the category
  3. Describe exactly what happened
  4. Include steps to reproduce the bug
  5. Mention your browser and device

Feature Requests

Have an idea to improve Tradavity?

  1. Go to the Contact Support form
  2. Select "Feature Request" as the category
  3. Describe your idea and why it would be useful

We read every feature request and prioritize based on user feedback.