Troubleshooting
Fixes for the things people run into most: a board that isn't moving, a delayed status, an empty chart, sign-in and access.
Most problems have a quick fix. Find yours below; if it isn't here, ask in the Discord or write to us (the address is at the bottom of the page).
The board isn't moving
Look at the status card. Closed (pre-market, after hours, weekends, holidays) means the board shows the last session on purpose, with a banner saying when it last updated. Only SPX and SPXW update overnight. See Sessions and market hours.
The status says Delayed, Reconnecting or Offline
- 1DelayedNo update for a few seconds. It usually clears on its own; if it doesn't, reload the page.
- 2ReconnectingThe app is restoring the connection by itself. Click the status card, then Retry now to try at once.
- 3OfflineYour device has no network connection. Check your Wi-Fi or mobile data; the app reconnects when it's back.
A board shows a message instead of data
| Message | What to do |
|---|---|
| Unknown symbol … | We don't cover that ticker. Search lists every symbol you can open. |
| No data for … yet | The symbol has no data for this session yet, often right at the open. Wait a moment, then Retry. |
| Too many open panels | Close a Multimap board, then Retry. |
| Too many requests | Wait a few seconds, then Retry. |
| Cannot reach the data server | Check your connection, then Retry. If everyone is affected, we are likely restarting: give it a minute. |
| This view hit a problem | Click Try again; if it comes back, reload the page. |
The chart is empty
No candles for … yet means the session hasn't started, the market is closed, or the symbol had no recorded prices at that time. A chart that stops when you scroll back has reached its 5,000-bar limit; older days are in Replay.
Signing in and access
- Sign-in didn't go through, or took too long: try again, or the other sign-in option.
- "We couldn't find your purchase": link the Whop account you bought with, using the button on that screen.
- Just bought or renewed, still locked out: click Check again. New purchases also show up on their own within about ten minutes.
- Signed out unexpectedly: an account can be signed in on three devices; a fourth signs out the oldest.
All the access screens are explained in Account and access.
My settings or lists disappeared
Your setup is remembered in the browser you use. A different browser or computer, a private window, or clearing the site's data all start from the defaults. See What is remembered, and where.
"TrueGEX was updated"
A new version of the app is out. Click Refresh to load it; nothing you set is lost.
A number looks wrong
Check the status first: a delayed connection or a closed market explains most surprises. Then check what the board covers in View: a different set of expirations, or Compare left on, changes every number on it. If it still looks wrong, tell us the symbol, the time and what you expected.
Still stuck? Ask in the TrueGEX Discord, or write to [email protected].