Troubleshooting

Order rejected by broker

Your connected broker rejected the order. Common causes include insufficient margin, pattern-day-trader (PDT) restrictions, a trading halt on the symbol, or an attempt to trade outside market hours.

Steps to investigate:

1. Open the Orders panel and check the rejection reason shown next to the order.
2. Confirm your account has the margin or buying power required for the position size you configured.
3. If the rejection reason cites PDT restrictions, review the day-trade count on your broker's account page.
4. If the symbol was halted, the order will not be retried automatically — re-evaluate your rule conditions.

Connection to broker dropped

Raxx lost the authorized connection to your broker. This can happen when credentials expire, permissions are revoked, or the broker's API is temporarily unavailable.

Steps to investigate:

1. Go to Settings → Broker connection and check the connection status.
2. If the status shows Disconnected or Expired, select Reconnect and re-enter your API credentials.
3. If your broker's own platform is showing an outage, wait for the broker to restore service, then re-authorize.
4. For step-by-step reconnection instructions, see Broker setup — Reconnecting after expiry.

Backtest results do not match

A backtest applies your defined rules to a historical period and reports what happened. Differences from the results you anticipated are typically caused by data gaps, corporate actions, or rule conditions that did not trigger as often as assumed.

Steps to investigate:

1. Check the date range of the backtest — verify the historical data covers the full period you selected.
2. Review the trade log inside the backtest result for each entry and exit that fired (or did not fire).
3. Note any significant market events in the period — earnings releases, splits, or halts — that affected the price series.
4. Adjust your rule conditions and re-run the backtest to compare results.

Strategy did not fire when conditions matched

Your strategy's entry or exit conditions appeared to be met, but no order was placed.

Steps to investigate:

1. Confirm the strategy is in the Active state, not paused — go to Strategies and check the status indicator.
2. Check the activity log for the time window in question — Raxx logs each evaluation cycle, including skipped candidates.
3. Verify your kill-switch thresholds were not triggered before the condition was evaluated.
4. If the account was in paper-trading mode, check the paper-trade log to confirm whether the evaluation produced a paper order.

Email notifications missing

Notifications you configured (order fills, alerts, daily summaries) are not arriving.

Steps to investigate:

1. Check your spam or junk folder — some mail providers filter automated messages.
2. Go to account settings and confirm the notification preferences are enabled for the events you expect.
3. Verify the email address on your account is correct.
4. If you recently changed your email address, check the new address for a confirmation message.

If these steps do not resolve your issue, open a ticket at support@raxx.app with your account email and a description of what you observed. If Raxx displayed a reference code (for example RAX-TRD-a3f91b2c), include it in your message — support can use it to retrieve the full context of your request. If no code was shown, include the timestamp (UTC) of the evaluation or order in question instead.