Prerequisites
- A signed-in Copilink account.
- Internet access for account refresh, online management, and support submission.
- For a trading incident, broker exposure made safe before collecting diagnostics.
Signed-in identity and access
- Account & License shows the signed-in name and email, plan or license label, expiry when supplied, and Device ID.
- Opening the page starts a background account refresh. There is no separate Refresh license button.
- Manage account online opens the account website. Manage subscription appears when the account service provides that destination.
- A trial or subscription label comes from the account service. Current public terms come from the website pricing and checkout configuration.
Device activation and access recovery
A machine slot is used by an active desktop sign-in. Review and revoke devices from Dashboard → Machines. Current machine allowances are one for Core, two for Suite, plus paid add-ons.
If access appears stale, confirm internet connectivity and reopen Account & License. An explicit expired or revoked response ends the session. A temporary service outage can use a remembered session for up to 24 hours after successful validation.
Sign out safely
Stop new trading
Disable the active profile and wait for its stop to finish.
Manage exposure
Cancel or deliberately manage working orders and open positions at the broker.
Verify every account
Confirm positions and working orders directly at the broker.
Sign out
Use Account & License → Sign out. Copilink attempts copied-working-order cleanup and disconnects brokers, but does not flatten open positions.
Send a useful support request
Open Help & Support and choose Support request, Bug, Feedback, or Feature suggestion. Enter a clear subject and message. The released support address is support@copilink.com.
- Include the time and time zone, Copilink version/build, operating system, broker and environment, profile and account display names, instrument, broker order identifier when available, exact visible message, and what the broker shows.
- Keep the returned support reference after a successful submission.
- If in-app submission fails, export a sanitized support bundle and email support@copilink.com.
Diagnostic consent and support bundles
| May be included with consent | Excluded |
|---|---|
| Application version/build and current operating-system and processor description | Passwords, one-time codes, broker credentials, and secret keys |
| Feature availability, anonymous item counts, and local-storage health summaries without trade contents | Tradovate, Copilink, or broker session tokens and authorization files |
| Sanitized recent errors | Contents of local trade records and ordinary data backups |
What success looks like
- Account & License shows the expected identity, plan, and Device ID.
- The Machines page reflects the intended active devices.
- A support request includes enough context to identify the incident without exposing credentials.
- Optional diagnostics are attached only after explicit consent.
Troubleshooting
- Displayed access stale: reconnect to the internet and reopen Account & License.
- Device message: copy the Device ID and review Dashboard → Machines; never send passwords or tokens.
- Support submit fails: preserve the message, export a sanitized bundle, and email support@copilink.com.
- Version unclear: compare Settings → Updates and About; a staged version is not installed until restart.
Still stuck? Open the full troubleshooting guide or email support@copilink.com.