Docs
When something does not work
The messages you can run into, what each one means, and what to do next.
Sign-in is not available yet
You pressed Login or a plan button and got a page that says sign-in is not available. The terminal could not be reached from this website, so you were kept here instead of being sent into a browser error.
Everything else on this website still works. Try again in a few minutes and check the status page, which asks the terminal directly each time you open it.
A plan cannot be bought
New subscriptions are paused, so checkout cannot take a payment and nothing is charged. The terminal says this rather than opening a page that would fail.
If the message says prices could not be read, nothing has been charged either. Wait a moment and try once more.
A payment or change is unconfirmed
The terminal says the outcome is not certain. Press Refresh billing and read the card before you try anything else. If a checkout has expired, a payment that already started at the provider can still arrive, so check the same request rather than starting a new one.
Plan limit reached
A save was refused because it would grow something past what your plan keeps. The message names the limit, and the data on your device is left exactly as it was.
- Too many watchlists, or too many symbols in one: see Watchlists.
- Too many saved searches: see The stock finder.
Delete one row and save again, or move to a plan that keeps more.
The assistant credits are used up
The credits of this period are spent. A credit pack adds credits straight away, and a plan change takes effect with your next invoice. Both are under StockLife AI.
If the message says a paid plan is needed, the account is on Essential, which carries no assistant. If it says the answer could not be verified, the model returned something the terminal could not check against its sources, so none of it is shown.
The trial is refused
The message says this account has already had its trial. Every yearly plan starts with one, so a yearly checkout cannot be created for that account. A monthly plan has no trial and can be taken out directly.
Your changes could not be confirmed
The same lists or settings changed on another device, and the terminal will not overwrite that silently. Press Check again to load the saved version. Your draft stays on screen until you decide, and you can discard it.
Prices, search and fundamentals are missing at once
The market data service is not answering. The terminal names what is affected: prices, fundamentals and search stop, while filed reports and the calculations made from them still load. The connection check in Settings only tells you whether your device reaches the gateway, not whether the data behind it is fresh.
A page is in the wrong language
On this website, the language menu at the very bottom switches it. In the terminal, Settings has the picker. If a language fails to load there, the terminal keeps the one you had and says so rather than falling back to English without telling you.
A price looks old
It is. Every quote is at least 15 minutes old, and the gateway keeps one for up to another 15 minutes. The time next to a quote is the time that value was taken. See Where the numbers come from.
Prices also stop refreshing while the tab is in the background. Come back to the tab and the next refresh follows within about 15 seconds.
A figure shows a dash
Nobody reported it. A dash is never a zero and is never filled in from another number. If a view says Coming soon, no source in this build supplies that figure for any company yet.
A figure you know was reported and that is still missing is worth a mail, because that is a bug rather than a gap.
A screen stopped
The terminal catches a view that fails and offers to reload it, to open Home, or to write to support. Saved settings and watchlists are not reset by that, although unsaved changes in the view can be lost.
Still stuck
Write to us. Getting help says what to put in the message so the first answer is the useful one.