🔵Troubleshoot

Let's fix things!

API

Errors trying to connect to PinoAPI

When setting up a new API connection, encountering errors is a common occurrence. However, these errors can be easily fixed with the right steps.

The API key is read-only

Check the permissions for your API keys: Make sure that your API keys are set to Read-Write. If the keys have insufficient permissions, you may encounter more errors.

The API key has wrong permissions

Check the permissions for your API keys: If the keys have insufficient permissions, you may encounter more errors.

Insufficient balance (<$500)

Ensure that you have enough balance available: Make sure that you always maintain a minimum balance of $500 to prevent any potential issues. (See our house rules).

API key is invalid

Make sure you copy and paste the right keys, and paste them in the right order.

Unknown error

This error usually indicates that you are trying to connect the wrong API key. On some trading platforms, you can create a Spot API key. Make sure you create a Futures Trading API key and try again. If you are already using a Futures Trading API key, please contact us.

Setup

Errors while running your Setup(s)

While running a setup, it’s rare to encounter errors, but they can still occur. Fortunately, these errors can be easily resolved with the appropriate steps.

101 - Instrument out of sync.

If this error continues after ~30 minutes, manual intervention may be needed.
Check the instrument’s status on your trading platform. If it’s still open, look for any open orders.
If there’s a sell order (or buy when short), you can wait for the instrument to close.
If there are no orders, manually close the position using PinoAPI’s Stop button.
If the position is at a loss, you can wait until it’s profitable or less at a loss before closing.
If the instrument is closed on your platform and there are no open orders, use PinoAPI’s Stop button to reset the instrument. You can then optionally Start or switch the instrument.
Pressing the Stop button resets the cycle and typically resolves the 101 Error. If the error continues, please contact our support team with your Cycle ID.

102 - Your balance is insufficient for this instrument.

You may choose to increase your balance or remove and re-add the instrument with a higher weight. If neither of these options is feasible, please consider switching the instrument.

103 - Balance limit reached for this instrument.

You may choose to remove and re-add the instrument with a lower weight. If this option is not feasible, please consider switching the instrument.

104 - The instrument no longer meets our requirements.

Due to various factors and rules on your trading platform, the current instrument no longer meets our requirements. Please consider switching the instrument.

105 - Unknown error.

As indicated by the error message, the cause of the issue is unclear. Please contact us as soon as possible and provide your Cycle ID for further assistance.

106 - Trade Platform Maintenance.

The trading platform you are using is currently undergoing maintenance. Don’t worry, our systems are failsafe and this will not impact your instruments. Please hold off on your actions and try again later.

107 - Unused error.

As indicated by the error message, the cause of the issue is unclear. Please contact us as soon as possible and provide your Cycle ID for further assistance.

Invoice

Errors with your invoice

Invalid Fee

Although it is highly unlikely that there are any errors in the performance fee calculation process, we understand that mistakes can happen. Therefore, we have provided the troubleshooting steps below to help you identify and resolve any issues you may encounter with your invoice. By following these steps, you can ensure that your performance fee invoice is accurate and transparent.

The calculation process: The performance fee is calculated based on your realized Profit and Loss (PnL) in USD. The USD/EUR exchange rate used is from the 1st day of the new month. Please make sure you have calculated your PnL correctly and checked the USD/EUR exchange rate for that specific date. Keep in mind that exchange rates can fluctuate frequently, so there may be a small margin of error.
Check the tracking period: The performance fee is calculated based on the trading period of exactly one month after registering. Please make sure you have the correct trading period, and there are no discrepancies in your trading history.
Check the fee rate: The performance fee is a monthly fee charged based on the amount of your realized PnL. Please ensure that you have the correct fee rate and that it has been applied correctly.
Contact us: If you have followed the above steps and still have issues with your performance fee invoice, please contact us. We will be happy to help you resolve any issues and answer any questions you may have.

I haven't received an invoice

If you have not received an invoice, there are a few reasons why this might be the case. Firstly, it's possible that we have an incorrect email address on file for you. In this case, please contact us and provide us with the correct email address, so we can send your invoice to the right place. Secondly, if you have not generated any profit (or have only experienced losses) during the previous month, you will not receive an invoice. Please note that the performance fee is only charged if you have realized profit during the trading period. If you have generated profits and have not received an invoice, please contact us and provide us with your account details and the trading period in question. We will investigate the issue and ensure that you receive your invoice as soon as possible.

My personal information on the invoice is invalid

If you have received an invoice with incorrect information, such as your name, address, or account details, please contact us as soon as possible. We understand the importance of having accurate information on your invoice, and we want to ensure that everything is correct. Please provide us with the correct information so we can update your invoice accordingly. We may also ask for additional documentation to verify your identity and ensure that we are updating the correct account. Once we have updated your information, we will re-issue your invoice with the correct details. Please note that it may take a few days for the updated invoice to be sent to you.

Bugs

🐞...

While using PinoAPI, you may encounter bugs, as with most software providers. Our known bugs only cause visual hindrances and pose no threat to your portfolio. This menu showcases all known bugs we aim to fix soon, but you might still encounter.

Glitched Realized PnL

This visual glitch may display a plus or minus realized PnL, which can be misleading for your trades. Rest assured, this issue is only present in PinoAPI.
Every 24 hours, our system syncs all Setups and resolves this glitch. If you encounter it during midday, it should be gone by the next morning.
To check your exact Realized PnL right now, go to your trading platform and look for trading, order, or PnL history.