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Troubleshooting

Solutions to common issues with Alstrum.

Login Issues​

Can't log in​

Symptoms: Login button doesn't work, error message, spinning indefinitely

Solutions:

  1. Check credentials - Ensure email and password are correct
  2. Reset password - Click "Forgot password" on login page
  3. Clear cache - Clear browser cache and cookies
  4. Try incognito - Test in private/incognito window
  5. Different browser - Try Chrome, Firefox, or Safari

Email verification not received​

Solutions:

  1. Check spam folder - Verification emails sometimes filtered
  2. Wait 5 minutes - Emails can be delayed
  3. Resend verification - Click "Resend" on login page
  4. Check email address - Ensure you entered correctly
  5. Contact support - If nothing works, email [email protected]

Account locked​

Cause: Too many failed login attempts

Solutions:

  1. Wait 30 minutes - Lockout expires automatically
  2. Reset password - Use "Forgot password" link
  3. Contact support - For immediate unlock

Data Issues​

Signals not loading​

Symptoms: Empty tables, spinning loader, error messages

Solutions:

  1. Refresh page - Simple reload often fixes it
  2. Check internet - Ensure stable connection
  3. Check status - Visit status.alstrum.ai for outages
  4. Clear cache - Browser cache may be stale
  5. Try later - Brief outages resolve quickly

Data seems incorrect​

Symptoms: Wrong prices, outdated signals, mismatched data

Solutions:

  1. Check timeframe - Ensure correct timeframe selected
  2. Refresh data - Click refresh or reload page
  3. Check market hours - Data may be from last close
  4. Verify tier - Free tier has 15-min delay

Real-time data not working (Pro)​

Solutions:

  1. Verify subscription - Confirm Pro is active in Settings
  2. Log out/in - Session may need refresh
  3. Check browser - Ensure WebSocket support
  4. Disable VPN - VPNs can interfere with real-time feeds

Feature Issues​

SMC overlays not showing​

Symptoms: Charts without order blocks, FVG, or other SMC indicators

Solutions:

  1. Check tier - SMC requires Pro or Founders
  2. Enable overlays - Check chart settings for overlay toggles
  3. Zoom level - Some overlays only visible at certain zoom
  4. Refresh chart - Reload the chart component

Trace analysis not working​

Symptoms: Analysis doesn't load, error message, incomplete response

Solutions:

  1. Check limit - Free tier: 3/day. Check remaining.
  2. Refresh page - Try analysis again
  3. Try different stock - Test if issue is stock-specific
  4. Clear cache - Stale cache can cause issues

Search not finding stocks​

Solutions:

  1. Check ticker - Ensure correct symbol (AAPL not APPLE)
  2. US stocks only - Currently only US equities covered
  3. Wait for load - Allow search index to load

Performance Issues​

Site is slow​

Solutions:

  1. Check internet - Run a speed test
  2. Close tabs - Other tabs consume resources
  3. Try different browser - Chrome recommended
  4. Disable extensions - Extensions can slow pages
  5. Clear cache - Large cache can slow performance

Charts not rendering​

Solutions:

  1. Enable JavaScript - Required for charts
  2. Update browser - Old browsers may not support features
  3. Check GPU - Hardware acceleration should be enabled
  4. Reduce data - Shorter timeframes load faster

Mobile experience issues​

Solutions:

  1. Use landscape - Better chart visibility
  2. Desktop mode - Request desktop site
  3. Update app - Keep browser updated
  4. Desktop recommended - For best experience, use desktop

Billing Issues​

Payment failed​

Solutions:

  1. Check card - Ensure sufficient funds and valid card
  2. Update payment - Try a different card
  3. Check address - Billing address must match card
  4. Contact bank - Bank may have blocked transaction

Not seeing Pro features after upgrade​

Solutions:

  1. Log out/in - Session needs refresh
  2. Check email - Confirm payment receipt received
  3. Wait 5 minutes - Propagation may take time
  4. Contact support - With payment receipt

Double charged​

Solutions:

  1. Check invoices - Review billing history
  2. Contact support - Email [email protected] with details
  3. Refund processed - Duplicates refunded within 5-10 days

Connection Issues​

Brokerage not connecting​

Note: Brokerage integration via SnapTrade coming soon.

When available:

  1. Re-authorize connection
  2. Check brokerage status
  3. Try different browser
  4. Contact support

Getting More Help​

Before Contacting Support​

Please have ready:

  • Account email
  • Browser and version
  • Screenshot of error (if applicable)
  • Steps to reproduce issue
  • When issue started

Contact Support​

Email: [email protected] Response time: Within 24 hours Include: Details listed above

Check System Status​

Visit status.alstrum.ai for:

  • Current system status
  • Planned maintenance
  • Recent incidents
  • Real-time updates