SmartEdge support
Structured support for installation, licensing and operation
Get help with SmartEdge MT4, MT5, Mobile monitoring, Analytics, licensing, billing and Managed SmartEdge.
Start with the guided checks below. When direct support is needed, include the platform, broker, exact error, timestamp, screenshot and relevant logs.
Never send trading passwords, API secrets, private keys, seed phrases or complete payment-card details.
Choose the correct support path
Automated tradingMT4 and MT5 setup, execution and logs
LicensingActivation, renewals and transfers
Mobile monitoringMT5 Bridge and cTrader
AnalyticsAccess, data and alerts
Managed SmartEdgeApplication, onboarding and approved scope
Support areas
Select the product or workflow that needs attention
Execution, monitoring, intelligence, licensing and billing each require different checks.
Installation and setup
EA files, terminal folders, permissions and first deployment.
- MT4 or MT5 installation
- EA attachment
- DLL and WebRequest permissions
- Initial configuration
Licensing and activation
License validation, account matching and transfers.
- Email and key checks
- Trading-account association
- Renewal status
- Transfer process
MT4 and MT5 execution
Trading permissions, symbols, spreads, logs and VPS.
- AutoTrading status
- Market Watch symbols
- Prefix and suffix settings
- Experts and Journal logs
SmartEdge Mobile
Read-only monitoring through supported connections.
- MT5 Bridge
- cTrader connection
- Account synchronization
- Monitoring-only scope
SmartEdge Analytics
Access, data, alerts and subscriptions.
- Login and verification
- Matrix and chart data
- Watchlists and alerts
- Premium access
Orders and billing
Checkout, payment, renewals and order records.
- Order reference
- Payment status
- Renewal or extension
- Invoice questions
Managed SmartEdge
Application-led onboarding and agreed support scope.
- Application review
- Deployment planning
- Monitoring requirements
- Support boundaries
Account and security
Secure access and suspicious-contact reporting.
- Password reset
- Email access
- Suspicious requests
- Official-channel checks
Guided troubleshooting
Complete the relevant checks before opening a support request
EA is not opening trades
1
Confirm AutoTrading or Algo Trading
The terminal and chart must both allow automated trading.
2
Check EA and license status
Confirm a valid license and normal operating state.
3
Verify Market Watch symbols
Required symbols must be visible and match broker naming.
4
Check prefix and suffix
Map symbols such as EURUSD.a or mEURUSD correctly.
5
Review spread and price guards
Current conditions may intentionally block an entry.
6
Read Experts and Journal logs
Capture the exact message, timestamp and symbol.
Waiting for pool or no connection
1
Confirm terminal internet access
Check broker connection and server status.
2
Verify approved WebRequest URL
Required SmartEdge domains must be allowed.
3
Check email and license key
Remove spaces and confirm the correct account.
4
Restart terminal and reattach EA
Review the first startup messages.
5
Check firewall, VPS and system time
Restrictions or incorrect time can block secure requests.
6
Send the complete startup log
Include the full sequence, not only the last line.
License or activation problem
1
Confirm purchase email
Use the email associated with the order.
2
Verify the full license key
Copy it exactly without spaces.
3
Check trading-account number
The license may be linked to another account.
4
Review expiry or renewal
Expired access may require renewal.
5
Use the transfer workflow
Account changes follow controlled rules.
6
Provide order reference
Do not send payment-card details.
Mobile monitoring problem
1
Confirm connection type
Identify MT5 Bridge or cTrader.
2
Check account authorization
Confirm the intended account remains connected.
3
Verify last synchronization time
Compare the app and platform timestamps.
4
Check phone network and battery settings
Restrictive settings can delay updates.
5
Remember monitoring-only scope
Execution issues must be checked on MT4 or MT5.
6
Capture the full affected screen
Include account label and exact error.
Analytics data or alert problem
1
Confirm account and subscription
Check the correct login and premium status.
2
Identify symbol and timeframe
Include pair, timeframe, indicator and screen.
3
Refresh the application
Reopen after checking connectivity.
4
Check candle-close status
Signals may use closed candles only.
5
Review alert conditions
Confirm threshold, timeframe and direction.
6
Provide timestamped screenshot
Include device and app version.
Payment or order problem
1
Check order status and email
Confirm pending, completed or failed status.
2
Verify registered email
Use the checkout email.
3
Capture provider error text
Never include card numbers or security codes.
4
Avoid duplicate payments
Confirm the first transaction before retrying.
5
Provide public references
Send order or public transaction reference only.
6
Use the official contact page
Ignore unverified social-media payment requests.
Prepare a support request
Include enough information for the issue to be reproduced
A complete first message helps separate licensing, broker, execution and application issues.
- Product: MT4, MT5, Mobile, Analytics or Managed
- Registered email and order reference
- Broker, server and trading-account number
- Platform version, operating system and VPS
- Exact error and timestamp
- Affected symbol, timeframe or alert
- Relevant Experts and Journal logs
- Full-screen screenshot
- Steps already attempted
- Whether the issue is constant or intermittent
Recommended request structure
Use a subject such as: SmartEdge MT5 — waiting for connection after restart.
Explain when it began, what changed, the broker and symbol involved, and what troubleshooting was already completed.
Attach
- Full error text
- Relevant log lines
- One clear screenshot
- Order reference when relevant
Never attach
- Master trading password
- API secret or private key
- Seed phrase
- Complete card or banking credentials
Support security
Protect account access while requesting help
Most issues can be diagnosed with logs, screenshots, public account identifiers and configuration details.
Never send a master password
Normal diagnosis does not require unrestricted trading access.
Normal diagnosis does not require unrestricted trading access.
Never disclose API secrets
Private credentials must remain private.
Private credentials must remain private.
Never share seed phrases
No legitimate support process requires recovery words.
No legitimate support process requires recovery words.
Verify remote sessions
Confirm remote access through an official channel.
Confirm remote access through an official channel.
Confirm payment instructions
Use the official website and checkout.
Use the official website and checkout.
Report suspicious contact
Report impersonation or unusual credential requests.
Report impersonation or unusual credential requests.
Related resources
Review the correct product page before contacting support
Support questions
Frequently asked questions
Trades, licensing, logs, Mobile monitoring, Analytics, billing, VPS use and security.
The strategy may not currently have a valid setup. Confirm automated trading, licensing, symbols, spreads and connectivity.
Include platform, broker, account number, symbol, timestamp, error, Experts and Journal logs, and a screenshot.
Account changes must follow licensing and transfer rules. Provide the registered email and order reference.
No. It is monitoring-only through supported MT5 Bridge and cTrader connections.
Supported direct monitoring can work without the client maintaining a VPS. MT4 or MT5 automated execution generally benefits from continuous Windows or VPS operation.
Check symbol, timeframe, closed-candle status, data source and refresh time.
No. Never send a master password, API secret, private key, seed phrase or complete payment credentials.
No. Technical support cannot guarantee profits, recovery or future performance.
Use the official contact page with the registered email and public order reference.
Response timing depends on request volume and complexity. Complete context helps reduce delays.
Technical and trading-risk notice
Technical support cannot guarantee trading results, broker performance, recovery or capital protection. Keep credentials private and use verified SmartEdge channels for support and payment.
SmartEdge support
Completed the checks and still need assistance?
Send a structured request with platform, timestamp, error, logs, screenshot and steps already attempted.