Support
Support and incident process.
How to get help with ORB setup, diagnostics, and incidents — what to check first, what to send, and how DEMO and LIVE incidents are handled. ORB helps you triage; you stay in control of your own accounts and live trading decisions.
What support is
- ORB support is for setup, diagnostics, and incident triage.
- ORB does not manage your brokerage or prop accounts.
- ORB does not guarantee fills, uptime, profits, prop-challenge passing, or future performance.
- You remain responsible for account risk, live order monitoring, broker / prop account state, and live trading decisions.
Check this first
Start with the routing checks.
- Is your TradingView alert enabled?
- Is the correct alert / webhook URL selected?
- Is the correct account and environment selected — DEMO vs LIVE?
- Is PickMyTrade / the execution bridge active and not paused?
- Is your broker / prop account connected?
- Are there open positions or orders already?
- Did you change anything manually after setup?
- For LIVE: check your broker / Tradovate / prop dashboard directly.
Incident types
Common incidents and what to do.
TradingView alert did not fire
Confirm the alert is enabled and active in TradingView, that its condition was met, and that it was not expired or paused.
Webhook failed or returned an error
Re-check the webhook URL and that the destination is reachable, then retest in DEMO. Webhook delivery is not guaranteed.
PickMyTrade rejected an order
Review the reject reason in PickMyTrade and check the account, instrument, quantity, and environment.
PickMyTrade paused / disabled / token issue
Resume or re-enable it and refresh the connection from your own PickMyTrade account. Do not send tokens to support.
Duplicate order
Stop automation, then check your broker / prop and PickMyTrade for the actual open orders and positions before acting.
Wrong account / wrong environment
Stop automation, verify DEMO vs LIVE and the selected account, and reconcile any orders directly in the broker / prop platform.
Account desync — ORB / relay and broker / PickMyTrade disagree
Treat the broker / prop and PickMyTrade as the source of truth. Stop automation and reconcile the state manually.
Emergency Close
Use it as a safety action, then verify the final position and order status directly in your broker / PickMyTrade / prop account. It is not a guarantee.
User mistake / manual override
Stop automation, restore the intended configuration, and revalidate in DEMO before resuming LIVE.
DEMO vs LIVE
DEMO
Diagnose, adjust, and retest. DEMO incidents carry no live-account risk, so this is where setup and routing problems should be resolved.
LIVE
Verify your live broker / prop account first. ORB can help triage but cannot guarantee the execution outcome. When in doubt, stop automation and resolve the account state manually.
Emergency Close
Emergency Close is a safety and control action — it is not a guarantee.
After using it, verify the final position and order status directly in your broker / PickMyTrade / prop account.
If Emergency Close fails or the account state is unclear, act directly in your broker / prop platform.
What to send support
Safe to send
- Timestamp with timezone
- Product tier (Lite / Full / Pro)
- DEMO or LIVE
- Instrument
- TradingView alert name
- Screenshot with secrets hidden
- Error message with tokens / webhooks redacted
- Broker / PickMyTrade order ID (if safe to share)
Never send
- Passwords
- API keys
- PickMyTrade tokens
- Webhook secrets
- Broker / Tradovate login credentials
- Prop-firm login credentials
- Payment / card data
- Government ID / KYC documents
- Screenshots containing visible tokens or secrets
Sensitive configuration is handled only through the approved setup process and the appropriate account / provider interfaces. Support will never ask you for passwords, tokens, or login credentials.
Severity levels
LIVE position / order risk, or a duplicate live order.
LIVE setup blocked before a session.
DEMO routing or setup issue.
Billing, docs, or a general question.
ORB helps with
- ORB setup and onboarding guidance
- Relay diagnostics and Web Panel checks
- TradingView alert configuration guidance
- DEMO validation
ORB does not
- Provide trading advice
- Control broker or prop decisions
- Custody funds
- Guarantee order fills, prop approval, profit, or uptime
Need help with ORB?
Send the safe evidence above and we will help you triage. For LIVE incidents, verify your broker / prop account first — when in doubt, stop automation and resolve account state manually.