Troubleshooting
Resolve common activation, connection, account, stale-data, blocked-entry, and save-status problems.
Use the status text and the reason shown in TurtleSoupX. Colour alone may not explain what needs attention.
Activation or connection problems
Activation required or activation error: check that you entered the licence key assigned to the device and that the internet and licence service are available. Use Diagnostics and Copy error details if the problem continues.
Connect TopstepX or disconnected: check your username and API key, network access, and the displayed connection message. Use Validate Session, Refresh Status, or reconnect from Settings > Connection as appropriate.
Backend offline: the workspace cannot currently refresh its service status. Pause new actions. Restore connectivity, refresh or reconnect, then recheck account, orders, and positions.
Account or data problems
No accounts loaded: wait for the account list after connecting. If it remains empty, check the connection status.
Account selector is locked: multi-account routing may control the target scope. Review the routing summary in Settings before proceeding.
Market Data disconnected or stale: wait for current data or restore the feed. Do not rely on old chart prices for a time-sensitive order.
DATA or stale account/order information: pause changes until the information is current. Then verify the account, working orders, and positions.
Trading and automation problems
Manual order is pending confirmation: review the displayed details and either confirm or abort. Do not submit a second order while the first request is unresolved.
Manual order is blocked: read the displayed reason. Common prerequisites include a selected account, current feed, valid order details, an available session, and an unblocked calendar state.
Automation is OFF: this is normal when no programme is active.
Automation or a model is blocked: read the displayed reason and correct the stated connection, account, data, risk, timing, calendar, or licence condition. Do not try to bypass the block with another action.
Feature locked: the current licence may not enable that feature. Use the product’s support channel if you believe access should be available.
Save or position-action problems
Risk or settings save failed: do not assume the change took effect. Check the current displayed setting and save state before relying on it.
A position control is unavailable: check whether the selected account has the compatible live order or open position the action requires.
An order change is awaiting an update or was rejected: check current order/position status and the reason shown. If data is stale or the result is uncertain, verify the account directly before retrying.
Still need help?
For activation issues, use Copy error details from the activation diagnostics. For other problems, capture the visible status text and the steps that led to it. Do not include your password, API key, or licence key in a support request.