Does TradeDay offer a free reset after a technical issue?

• TradeDay does not offer resets or profit and loss (P&L) adjustments if the issue is isolated to your platform

• TradeDay may offer resets or adjustments for a platform-wide issue that affects all traders.

Unfortunately, technology failure is part of the risk of trading. But fortunately, the broker platforms, clearing firms, and Exchanges of today run systems that are very stable. 

However, like all technology, from time to time, a link in the chain can break, and traders may experience an issue that causes unforeseen losses.

How to tell if the issue is platform-wide or isolated to your platform and home setup:

Platform-wide issues

If there is a platform-wide issue, TradeDay is typically notified by the broker running the platform, resulting in a significant increase in Discord communication, as well as many support tickets being opened by traders seeking assistance.

We will announce the issue in our members' area in the ‘HEADS UP’ section, inform our Discord community, and email our active trader database. We will do our best to keep you updated, but please be patient while we focus on resolving the issues and dealing with all the support tickets. 

Local issues to the trader.

In the vast majority of cases, any issue the trader encounters is local to their setup. 

There are many different issues that can happen, but the most common are platform lags and freezes and orders not being sent, generally, an interruption to trade execution. 

There are many reasons why this could happen, but the most common is a slowdown in internet service or a temporary drop in internet connection altogether. (Unfortunately, being wired into a high-speedd internet service will not mitigate this, as the issue typically is with the ISP interrupting or throttling service).

If you experience an issue, check our members' area to see if there is an announcement, and check our Discord community to see if others are experiencing issues too. If this is not the case, then the issue lies with your setup.

TradeDay does not offer resets or PnL adjustments for losses incurred when the issue is local to the trader (just as we don’t take away profits if the trader happens to make money as a result of the issue!).

How to troubleshoot a local issue.

TradeDay does not have the ability to troubleshoot local issues, but you may be able to get help from the platform's own support portal. Typically, they will require you to send them the platform logs so they can go through them.

Other things you can do include:

1. Make sure you are using an up-to-date version of the platforms' recommended browsers (Chrome, Safari, Firefox). Please check for browser updates. 

2. Try clearing your cache in your browser and then restarting your computer.

3. Try a different browser.

4. Try downloading the desktop application, some users have reported a more stable experience using the downloaded applications.

5. Make sure you DO NOT have too many windows open at any one time.

 If you are using the desktop application already.

1. Make sure you are using the latest version of the software.

2. Try deleting the application and reloading it, on occasion, the application may have been corrupted, and it needs to be updated.