Troubleshooting

Fix common account, exchange, sync and data issues.

Use this page to diagnose common account, exchange, sync, and data issues.

Never send API secrets, passphrases, passwords, authenticator codes, or unrestricted screenshots to support.

Account

Verification email did not arrive

Field	Details
Symptom	You created an account but cannot log in.
Likely cause	Email verification is still pending, or the message landed in spam.
Fix	Check spam, search for [e-mail], then request a new email if the app offers that action.
Expected result	Your account becomes active after opening the confirmation link.
Escalate when	No email arrives after several minutes and the address is correct.

Password change fails

Field	Details
Symptom	Security settings reject the new password.
Likely cause	Current password is wrong or the new password is too weak.
Fix	Re-enter the current password and use at least 8 characters with a number.
Expected result	The new password works on the next sign-in.
Escalate when	You can sign in but every password change attempt fails.

Exchange connection

API key validation fails

Field	Details
Symptom	Performax rejects the exchange credentials.
Likely cause	Key, secret, passphrase, wallet address, or permissions are wrong.
Fix	Create a new read-only key on the exchange, copy every field once, and paste it into Settings → API & Exchanges.
Expected result	The account card appears and first sync starts.
Escalate when	A fresh read-only key fails with the exact same exchange error.

IP restriction blocks sync

Field	Details
Symptom	Credentials are correct but the exchange rejects requests from Performax.
Likely cause	The exchange key is restricted to IPs that do not include Performax infrastructure.
Fix	Remove the IP restriction or contact support for the current outbound IP guidance.
Expected result	Validation and sync requests succeed.
Escalate when	You need IP allowlisting for compliance or account-policy reasons.

WEEX spot trades are missing

Field	Details
Symptom	Older WEEX spot trades do not import.
Likely cause	WEEX spot history is limited by the exchange API.
Fix	Connect the account before future spot trades. Performax stores fills it sees after connection.
Expected result	Future spot fills accumulate in Performax.
Escalate when	Recent fills after connection are missing.

Binance COIN-M trades are missing

Field	Details
Symptom	Coin-margined (COIN-M) Binance trades do not import, but Spot or USD-M futures do.
Likely cause	COIN-M is opt-in and is not enabled for the account.
Fix	Edit the Binance account in Settings → API & Exchanges, enable COIN-M in the product selection, then let it sync.
Expected result	COIN-M trades import alongside the other selected products.
Escalate when	COIN-M is enabled but coin-margined trades still do not appear after sync.

Sync and data

First sync is slow

Field	Details
Symptom	Dashboard or Journal stays partially empty after adding an exchange.
Likely cause	First sync is importing history, balances, positions, and funding in batches.
Fix	Wait for the sync status to finish before judging analytics. Use manual sync only once if the account looks stale.
Expected result	Journal fills first; analytics and dashboard widgets become more complete after derived data is ready.
Escalate when	Sync shows an error or stays stale after repeated refreshes.

Metrics look wrong

Field	Details
Symptom	P&L, drawdown, balance, or R-Multiple does not match your expectation.
Likely cause	Wrong account filter, period filter, missing cashflows, missing risk settings, or incomplete exchange history.
Fix	Check account selector, period selector, base currency, initial capital, risk per trade, and cashflow completeness.
Expected result	Metrics align with the selected scope and data available to Performax.
Escalate when	A specific trade shows incorrect fields after filters and source data are confirmed.

AI and Coach

AI output looks too confident

Field	Details
Symptom	The AI text sounds broader than the underlying data supports.
Likely cause	Small sample size, missing trades, or language-model uncertainty.
Fix	Check the sample period and compare with raw Journal trades. Treat AI output as pattern description only.
Expected result	You use the AI text as a review prompt, not as a trade signal.
Escalate when	The AI references trades or facts that are not in your account.

Coach violation looks wrong

Field	Details
Symptom	A rule fires when you think it should not.
Likely cause	Threshold, timezone, trade status, or account scope differs from your expectation.
Fix	Review the active rule settings and the trade that triggered the violation.
Expected result	The rule either matches your threshold or can be adjusted.
Escalate when	The same rule fires against trades outside the selected account or period.

Contact support

Send support:

• Your account email.
• Exchange name.
• Account label.
• Error text.
• Approximate time of the issue.
• Screenshot with balances and secrets hidden.

Do not send API secret, passphrase, password, authenticator code, or withdrawal-enabled key material.

Contact: [e-mail].