🔵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.

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.

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

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).

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

Setup

Errors while running your Setup(s)

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.

Need more help? Make sure to ask our community or contact us.