Common issues

Extension icon is grey or missing

The extension is installed but not active on the current tab. This is normal on non-broker tabs — the extension only loads on supported broker domains. If you're ON your broker and it's still grey:

• Refresh the broker tab. Extensions sometimes need a fresh page load to attach.
• Check the Chrome extensions page (chrome://extensions) — is TradeGuardX enabled?
• Check that you're on the broker domain we support. The full list is in the Install Extension page.

Rules are not blocking trades

Three things to check, in order:

• Is the extension paired? Click the extension icon. The popup should show 'Paired with [account name]'. If not, re-pair from the dashboard.
• Is the rule saved AND enabled? In Rules Terminal, the rule should show as enabled (toggle on). A saved-but-disabled rule does nothing.
• Does the rule actually apply? Some rules have conditions (e.g., 'only after 9:30 AM' or 'only when daily P&L is below -X%'). Re-read your rule config to make sure the condition is met.

Broker not recognized

We support a fixed list of brokers and prop firms. If yours isn't in the dropdown when adding an account, it's not supported yet. Email support@tradeguardx.com with the broker name and trading platform — popular requests get added.

Subscription past due

If your card declined, your subscription becomes past_due in our system and your features auto-revert to Free. Open Account → Billing → 'Update payment method' and Dodo will guide you through entering a new card. Once payment retries, your Pro features come back.

Trade didn't appear in journal

The extension syncs trades when you open and close them in the broker. If a trade is missing:

• Make sure the trade actually closed in the broker (still open trades show in your positions, not journal).
• Refresh the broker tab — sometimes the extension needs to re-attach to detect the close event.
• Wait 30-60 seconds after the close — sync isn't always instant.
• If still missing after a minute, contact support with the trade timestamp.

Browser slowdowns

TradeGuardX is designed to be lightweight — DOM observation runs only on the active broker tab. If you notice slowdown, check chrome://extensions and disable other heavy extensions to isolate. If TradeGuardX itself is the cause (we've never seen this in testing), email support and we'll investigate.

Reset everything

If nothing else works, fully reset by signing out, removing the extension, removing the trading account from your dashboard, and starting from scratch. Your trade history stays in our database — only the local extension state and pairing get cleared.