Common Issues

This guide covers the most frequently encountered issues in Profitsla and their solutions. Use this as your first reference when troubleshooting problems.

Authentication Issues

Issue: "Invalid TOTP"

Symptoms:

• Login fails with 2FA enabled

• "Invalid TOTP" error message

Causes:

• Incorrect TOTP code from authenticator app

• Time synchronization issues between device and server

• Using expired TOTP code (codes expire every 30 seconds)

Solutions:

1

Generate a fresh TOTP code (wait for new 30s window)

Exchange API Connection Issues

Issue: "Invalid API credentials"

Symptoms:

• API connection fails during setup

• "Invalid API credentials" error

Causes:

• Incorrect API key or secret

• API key not activated on exchange

• Wrong exchange selected

Solutions:

1

Verify API credentials

2

Check exchange API settings

• Binance: Account → API Management → Verify key is active

• Bybit: Account & Security → API Management → Check key status

Issue: "Insufficient permissions"

Symptoms:

• API connects but trading fails

• "Insufficient permissions" error

• Cannot access balance information

Causes:

• Missing trading permissions on API key

• Spot/Futures permissions not enabled

• Read-only API key

Solutions:

1

Enable required permissions

Binance Required Permissions:

• ✅ Enable Reading

• ✅ Enable Spot & Margin Trading (for spot bots)

• ✅ Enable Futures (for futures bots)

• ❌ Enable Withdrawals (not recommended)

Bybit Required Permissions:

• ✅ Read-Write

• ✅ Contract Trading (for futures)

• ✅ Spot Trading (for spot)

• ❌ Wallet (not needed)

Issue: "IP not whitelisted"

Symptoms:

• API connection fails

• "IP restriction" error messages

• Intermittent connection issues

Causes:

• Exchange API key has IP restrictions enabled

• ProfitSla server IP not in whitelist

Solutions:

1

Add ProfitSla IPs to whitelist

Contact ProfitSla support for current server IP addresses and add them to your exchange API whitelist:

• Primary IP: [Contact Support]

• Backup IP: [Contact Support]

2

Disable IP restrictions (less secure)

• Only recommended for testing

• Remove IP restrictions from exchange API settings

Bot Creation and Management Issues

Issue: "Maximum bot limit reached"

Symptoms:

• Cannot create new bots

• "Maximum bot limit reached" error

Causes:

• Subscription plan bot limit exceeded

• Existing bots counting toward limit

Solutions:

1

Check current bot count

2

Solutions

• Delete unused bots

• Stop unnecessary bots

• Upgrade subscription plan

• Contact support for limit increase

Issue: "Bot not executing trades"

Symptoms:

• Bot shows as ACTIVE but no trades executed

• No trade history entries

• Bot analytics show zero activity

Causes:

• Market conditions not meeting entry criteria

• Insufficient balance for trading

• API connection issues

• Bot configuration errors

Solutions:

1

Common fixes

• Verify sufficient balance for trading

• Check if market conditions meet entry criteria

• Restart bot if stuck

• Review bot parameters for realistic values

Backtesting Issues

Issue: "No price data available"

Symptoms:

• Backtest fails to run

• "No price data available" error

• Empty results returned

Causes:

• Symbol not available on selected exchange during date range

• Date range too far in the past

• Exchange API data limitations

Solutions:

1

Verify symbol and exchange

2

Adjust date range

• Use more recent dates

• Ensure minimum 2-day range for TP/SL

• Check maximum date limits (60 days for TP/SL, 3 years for Liquidation)

Issue: "Date range validation errors"

Symptoms:

• "Start date cannot be in the future" error

• "Maximum date range exceeded" error

• Date validation failures

Causes:

• Invalid date ranges

• Future dates selected

• Exceeding maximum allowed range

Data Synchronization Issues

Issue: "Balance not updating"

Symptoms:

• Bot balance shows incorrect amounts

• Paper trading balance not reflecting trades

• Real balance not syncing with exchange

Causes:

• API synchronization delays

• Exchange API rate limits

• Cached data not refreshing

Solutions:

1

Wait for synchronization

Getting Additional Help

Before Contacting Support

1. Check Error Logs:

   • Note exact error messages

   • Record timestamps of issues

   • Document steps to reproduce

2. Gather System Information:

   • Operating system and version

   • Browser/client version

   • Network configuration

3. Try Basic Troubleshooting:

   • Clear browser cache/cookies

   • Try different network connection

   • Test with different API credentials

When to Contact Support

• Issues persist after trying solutions

• Error messages not covered in documentation

• Suspected platform bugs or outages

• Account-specific problems

Support Information

• Email: [email protected]

• Response Time: 24-48 hours (faster for paid plans)

• Include: Error messages, account email, steps to reproduce

Ready to explore more specific issues?

• Error Codes

• Support