> ## Documentation Index > Fetch the complete documentation index at: https://docs.performax.ai/llms.txt > Use this file to discover all available pages before exploring further. # 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 `noreply@performax.ai`, 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: `support@performax.ai`.