Before you start
- Check positions and working orders in your broker platform first, before changing anything in Copilink.
- Note the exact message Copilink shows and the time.
Copying
| Problem | Check first | Read more |
|---|---|---|
| A follower got no order | Is the profile Active? Is the follower on and connected? Does its size round to at least 1? Is the symbol allowed? Is it locked? Then read its Activity entry. | When a follower is skipped |
| A follower got the wrong size | Work out round down (leader contracts × ratio). Check Cross, and whether extra orders were corrections after a partial fill. | Follower size |
| A follower is out of step or opposite the leader | Stop trading the leader and compare both accounts at your broker. Check whether protection is on, and whether two instruments are open. | Follower protection |
| A follower switched itself off | Read Activity: a broker rejection, three quick rejections, follower protection, or a risk limit. Check the account, then turn it back on. | When Copilink switches a follower off |
| A stop-loss wasn't resized | Read Activity. Check for NinjaTrader ATM orders, two stops on one instrument, or a stop on the wrong side. | Stops it leaves alone |
| The profile stays on Starting or shows Issue | Check that the leader and at least one enabled follower are connected, then read Activity. After a failed flatten or a Tradovate leader restriction, disable and re-enable the profile. | Profile statuses |
Connections and market data
| Problem | Check first | Read more |
|---|---|---|
| A connection won't connect | Read its status. Check your internet, the broker's service, and the environment, location, or system. | Connection statuses |
| Tradovate sign-in doesn't finish | Press Open verification and finish the step, or start the browser sign-in again. | Connect with automatic sign-in |
| Rithmic systems don't load | Check the username, password, and location, then wait up to 15 seconds. | Add the connection |
| An account is missing | Check Tradovate Demo versus Live, or the Rithmic system. Then ask your broker about access. | Demo and Live are separate |
| Rate limited | Stop resending orders and reconnecting. Wait for the cooldown. | Tradovate request limits |
| Live P&L waiting, Reduced protection, or unavailable | Check the connection, whether a feed covers your contract, and the snapshot fallback setting. | Live P&L statuses |
Risk limits
| Problem | Check first | Read more |
|---|---|---|
| Needs attention | Open the inspector and fix the reason it names. | Risk statuses |
| Limit hit or Locked | Check at your broker that the account is flat. A leader limit also turned the profile off. | When a limit is reached |
| Risk settings won't save | Check the amounts are valid and positive, and that there's free disk space. | Set up an account |
History, data, updates, and sign-in
| Problem | Check first | Read more |
|---|---|---|
| A trade is missing | Choose All, clear filters, refresh, and ask whether Copilink was open at the time. | A trade is missing |
| A trade won't open on the web | Check the Copilink Cloud status in Settings and press Sync now. | Copilink Cloud |
| A storage warning appears | Read which part failed and check free disk space. Don't delete files. | Where your data lives |
| Backup or restore fails | Try another folder with free space. Keep profiles off and your files untouched. | Restore a backup |
| An update fails or won't restart | Disable the profile first. Check your internet and free space, then try again. | Install an update |
| Sign-in fails or no machine slot | Use your Copilink login, check the clock and internet, and free a slot under Subscription & machines. | Your plan, machines, and Device ID |
Contact support
Open Help & Support in Copilink and choose Support request, Bug report, Feedback, or Feature suggestion. Support requests and bug reports need you to tick Attach diagnostics and logs, which adds the app version, your operating system, and sanitized recent logs. You can review what's included first. Passwords, tokens, connection strings, and sign-in files are never included. Feedback and feature suggestions don't attach anything.
- The time, your time zone, the broker, and whether it was Demo or Live.
- The profile, accounts, and instrument involved, and the broker order ID if you have it.
- The exact message Copilink showed, and what your broker platform shows.
- Your build details: press Copy on the This build card.
If sending from the app fails, press Email support instead or write to [email protected], and attach a bundle from Export bundle. Never send passwords, tokens, or a data backup.