Troubleshooting Common Issues
MT5 Connection Issues
"Disconnected" status won't go away
- Check if your broker's MT5 server is online
- Verify your MT5 password hasn't been changed
- If your prop firm account expired, the connection will fail
- Try removing and re-adding the account with fresh credentials
Connection drops frequently
This is usually a broker-side issue. PipsGuard auto-reconnects within minutes. If drops happen more than 3 times per day, contact support with your account ID.
Rule Not Triggering
Rule is enabled but didn't fire
- Check the rule's enforcement type. "Pre-trade" rules only fire when you open a new position. "Monitor" rules watch open positions.
- Verify the rule's parameters match what you expect (e.g., max drawdown percentage, cooldown minutes)
- Check your dashboard's rule event log for details
Trailing Drawdown didn't close positions
- If the account is on Guardian plan, custom rule enforcement may not be available
- Verify the drawdown type matches your expectation (real-time equity vs. closed balance vs. end-of-day balance)
Tip
Always check the rule event log in your dashboard first. It shows exactly when rules evaluated and why they did or didn't trigger.
App Issues
Mobile app not showing data
- Ensure your phone is paired (check Settings → Devices in dashboard)
- Force-quit and reopen the app
- Check your internet connection
Desktop app shows "Demo Mode"
- Log in with your PipsGuard credentials
- Check that your MT5 account is connected in the dashboard first
Billing Issues
Payment failed
- Update your payment method in Dashboard → Billing
- Ensure your card has sufficient funds
- Contact your bank if the card is being declined
Subscription shows "Past Due"
Update your payment method. Your account remains active for a grace period but enforcement may be paused.
Still Need Help?
Contact support@pipsguard.com with your account email and a description of the issue. Include screenshots if possible.