Troubleshooting

This guide helps you quickly identify and resolve common issues on the Comps platform. If a problem persists after following these steps, please contact Comps Support.

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General Troubleshooting Steps

Before diving into specific issues, try the following:

• Refresh the page or restart the app

• Log out and log back into your account

• Clear your browser cache and cookies

• Ensure you are using a supported browser (Chrome, Edge, Safari, Firefox)

• Check your internet connection

• Disable browser extensions that may interfere with scripts (ad blockers, VPNs)

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Account & Login Issues:

Cannot Log In

Possible Causes:

• Incorrect email or password

• Expired session

• Temporary service disruption

Solutions:

• Double-check your login credentials

• Use the Forgot Password option to reset your password

• Try logging in from a different browser or device

Account Locked or Restricted

Possible Causes:

• Multiple failed login attempts

• Policy or security review

Solutions:

• Wait a few minutes and try again

• Contact Comps Support if the issue persists

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Signal Generation Issues:

Signals Not Generating

Possible Causes:

• Missing required fields (strategy, symbol, timeframe)

• Strategy not marked as Run Strategy

• Insufficient credits

• Temporary processing delay

Solutions:

• Ensure all required fields are completed

• Verify the selected strategy is active

• Check your credit balance

• Try generating the signal again after a few moments

Strategy Not Showing in Dropdown

Possible Causes:

• Strategy is not enabled for execution

• Strategy is set to Offline

Solutions:

• Edit the strategy and enable Run Strategy

• Save the strategy and refresh the page

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Strategy Creation Issues:

Unable to Save Strategy

Possible Causes:

• Required fields not completed

• Invalid or unsupported content

• Session timeout

Solutions:

• Complete all required fields

• Review instructions and remove unsupported syntax

• Refresh the page and try saving again

Imported Strategy Fails to Load

Possible Causes:

• Invalid or modified .json file

• File not exported from Comps

Solutions:

• Ensure the file was exported directly from the Comps platform

• Do not edit the .json file externally

• Re-export the strategy and try again

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Indicator & Configuration Issues:

Indicators Not Working as Expected

Possible Causes:

• Conflicting indicators

• Over-optimization

• Manual parameters incorrectly set

Solutions:

• Reduce the number of indicators

• Enable AI optimization for indicators

• Review parameter values carefully

AI Optimization Not Applying

Possible Causes:

• Manual override enabled

• Strategy mode limitations

Solutions:

• Disable manual parameters if AI optimization is desired

• Confirm the strategy mode supports AI optimization

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Luma Chat AI Issues:

Luma Chat Not Responding

Possible Causes:

• Temporary processing delay

• Insufficient credits

• Selected power level unavailable

Solutions:

• Wait a few seconds and try again

• Check your credit balance

• Switch to a lower processing power level

Responses Seem Incomplete or Generic

Possible Causes:

• Low chat power level selected

• Vague or short prompts

Solutions:

• Increase the Luma Chat processing power

• Ask more specific or detailed questions

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Credits & Payment Issues:

Credits Not Updating

Possible Causes:

• Payment still processing

• Page not refreshed

Solutions:

• Refresh the page

• Wait a few minutes for processing to complete

• Contact support if credits do not appear

Auto-Buy Not Triggering

Possible Causes:

• Auto-Buy disabled

• Payment method expired

• Credit threshold not reached

Solutions:

• Verify Auto-Buy is enabled

• Update your payment method

• Check Auto-Buy trigger settings

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Performance & Speed Issues:

Slow Signal Generation

Possible Causes:

• High processing power selected

• Complex strategy configuration

• Market volatility

Solutions:

• Lower the power level

• Simplify your strategy

• Try again during lower traffic periods

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Data & Market Coverage Issues:

Symbol Not Found

Possible Causes:

• Incorrect symbol format

• Unsupported asset

Solutions:

• Verify the correct symbol format (e.g., BTCUSD, EURUSD, AAPL)

• Check supported markets list

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Security & Access Issues:

Suspicious Activity Alert

Possible Causes:

• Login from a new device or location

Solutions:

• Confirm the activity if prompted

• Secure your account by updating your password

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When to Contact Support

Contact Comps Support if:

• Issues persist after troubleshooting

• You encounter data inconsistencies

• You believe there is a system error

• Your account access is restricted without explanation

Include the following when contacting support:

• Account email

• Description of the issue

• Screenshots (if applicable)

• Time and date of occurrence

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Need More Help?

Visit the Help Center or contact Comps Support directly for personalized assistance.