Troubleshooting

Find the symptom, work through its checks, and follow the links for the full details. If none of it helps, get help from the team.

The chart is slow, freezes, or reloads

Every script on a chart recalculates over each bar the chart loads and again as new bars arrive. Several heavy scripts, several charts in one layout, and many open tabs add up.

1. Remove what you added last. Open the Object tree from the bottom of the right-hand panel rail and remove the script, or right-click the chart and choose Remove indicators to clear all of them at once. See Remove and manage.
2. Show fewer charts at once. Each chart in a layout runs its own indicators. Choose a smaller grid from the topbar's Layout control, or move a setup to its own workspace tab.
3. Lighten a Quant script. Ask Quant to simplify the script that slows the chart, for example with fewer drawings or a shorter lookback. Quant already splits a build too big to load quickly as one script into a few.
4. Reload, and keep your browser up to date. Close tabs you don't need, update your browser, then reload the page.

If the browser reloads the page by itself (Safari, for example, says the webpage was reloaded because a problem occurred), the page most likely ran out of memory. Work through the steps above, starting with the heaviest scripts and the largest layouts. Vela for desktop is another option; see Desktop app.

If the page reloads as soon as a workspace opens, open the workspace menu in the chart topbar as soon as the chart appears and switch to another workspace, or choose New workspace. Then contact support with the name of the workspace that won't open.

The chart is blank or an indicator won't add

• Wait for the chart to finish loading, then check the symbol and timeframe in the topbar.
• Some markets load only when you're signed in, and live CME futures data comes with paid plans. See Data.
• Adding indicators from the picker needs a free account. Sign in, then try again.
• A script that fails shows its error in the Pine editor's Logs.

An Orderflow tool shows a warning or nothing

Most Orderflow tools are built from footprints, a per-price summary of real trades that only some symbols carry. On a symbol without footprints, a tool warns, or doesn't appear in the picker, instead of drawing a blank series.

• Check the symbol. Data explains which data each market carries and how to pick a specific venue. TPO, VWAP and the Visible Range Volume Profile are computed from candles, so they run on any chart.
• Sign in. Footprint and TPO charts need a free account.
• Check how far back you are looking. Orderflow lookback depends on your plan, from 1 day on Free to full history on AI Ultra. Bars older than your lookback have no Orderflow data. See Order Flow.
• Check the timeframe. Pane-based tools, such as the delta and trade-count families, need a fixed bar duration and aren't available on monthly timeframes. Tools built on trade counts show gaps on bars without count data rather than zeros. See Which tools run where.

The Order book panel, with its DOM and Trades views, reads exchange order books. When a chart's market has none, the panel says No order book for that symbol and lists the exchanges that have one. See Which markets have an order book and the panel's troubleshooting.

An alert didn't fire

Open Alerts from the chart's right-hand panel rail and find the alert.

1. Check its status. Live means our servers are running it; Arming means it is still starting. Paused, Over plan limit, Needs attention and Feed delayed each explain why it isn't firing as expected. See Manage alerts.
2. Check the Log. An alert firing and a notification arriving are separate events. Open the alert's History, or the Log tab, to see whether it fired and what happened at each destination: Sent, Retrying, Failed, or skipped.
3. If it fired but nothing arrived, open Review destinations and send a test. Browser notifications need setting up in each browser, and on iPhone and iPad only after adding the site to the Home Screen. Vela for desktop uses In-app instead. See Notifications and Destinations.
4. If it never fired, check its Frequency, Active schedule and Ends setting. On Free, Custom Alerts check closed bars, so a condition met while a bar is forming but gone by its close doesn't fire. See Frequency.
5. If you edited the script, recreate the alert. An alert runs a saved snapshot of its script and inputs, so later edits on the chart don't reach it. See Script changes.

Which scripts can be alerted

Select the bell on an indicator's legend. When a script can't run as an alert, the menu says why and offers what does work, such as an alert on price or Open in Quant to describe the condition you want. The usual reasons:

• The indicator's lines can't be read by the alert form, or a Library tool's code isn't open.
• The script uses a Pine Script® library import. Custom Alerts don't support imports, even when the script runs on the chart. See Create a Custom Alert.
• You've reached your plan's active Custom Alert allowance. Pause an alert to free a slot; Price Alerts are unlimited on every plan. See Plan allowances.

Quant shows an error

Quant shows a short message under the reply when something goes wrong.

What an error costs

• Not charged: Quant hit an error before answering means the message didn't count toward your usage.
• Attempts with compile errors that Quant fixes in the same reply don't count either; the reply says how many.
• After three failed attempts at the same fix, Quant stops so it doesn't use more of your usage.

See Not charged and paused replies.

Usage ran out or didn't reset

Quant usage is measured over a 5-hour session and a week, not monthly. The session refills 5 hours after it started, and the week resets for everyone every Friday at 5:00 PM ET. When you reach a limit, a notice above the prompt says when it resets. Your session and week, with their reset times, are on the Usage page of your account (app.luxalgo.com/account/usage). On a paid plan, Continue with extra usage keeps you going now. See Plan usage.

Long chats use more usage per message, because each new request carries the conversation so far. Start a new chat for a new idea.

Something you saved is missing

Most of what you build saves to your account, so first check that you're signed in to the account you used before. The email in the account menu tells you which one.

• Charts and drawings autosave to the workspace they belong to, along with indicators and layouts. Open the workspace menu in the chart topbar, then Show all, to find the right workspace. A small checkmark on a chart tab's logo confirms a change was saved. See Save and restore tabs.
• Drawings you can't see may be hidden: right-click the chart and check Hide drawings, or look for them in the Object tree. See Manage drawings.
• Scripts you write are kept only after you Save them in the Pine editor (or press Ctrl+S / ⌘S). Run puts a script on the chart without saving it, and version history lasts only for the current session. Saved scripts and every script Quant writes are in Indicators, under My Scripts. See Save a script.
• A script that won't save may be over the 200,000-character limit. Copy the code somewhere safe before you reload. See If saving fails.
• Indicator templates belong to your account, not a workspace: open Indicator Templates (the bookmark icon beside Indicators), then Show all. Loading a template replaces the indicators on the chart. See Templates.

You can't sign in, or your plan doesn't show

One LuxAlgo account works on luxalgo.com, on Vela in the browser, and in Vela for desktop. If your plan shows as Free, you may be signed in with a different email or sign-in method than the one you paid with: sign out and sign in with that one.

A password reset link lasts one hour and works once. Request a new one and use the latest email. For other sign-in problems, see Sign in.

The desktop app

Vela for desktop uses the same account, plan and workspaces as the browser. Download the latest version from luxalgo.com/desktop, and see Desktop app for installation, windows, and notifications.

A charge you didn't expect

• Charged after cancelling. Cancelling stops the next renewal; it doesn't reverse a renewal charged before you cancelled. See Charged after cancelling.
• Two charges. Compare your statement with Billing history. See If you see two charges.
• Removing a saved card. See Update or remove a payment method.

Still stuck?

Get help: report a bug from inside Vela, email support, or ask the community on Discord.