TRADING GUIDE 09 / Help and how it works
Propr troubleshootingNeed help?
Check the screen in order.
7 common cases and where to check each one. Review the screen in order before assuming the cause.
At a glance
What should I check first when something goes wrong?
If you do not know an order's status, check notification → Open Orders → Positions → Trade History. Avoid submitting the same order again while its status is unclear.
A summary of this page prepared by this guide.
Common cases
I placed an order, but Positions is empty
Read notifications and errors, then check Open Orders for pending orders and Trade History for fills. Also verify the account and market.
Read Positions, orders and history →My limit order shows an immediate-fill warning
A marketable limit price can fill immediately. Review direction and Price.
Read Market and limit orders →The number looks different in USDC and BTC
The unit has switched between value and quantity. Compare the unit and Order Value.
Read Market and limit orders →Balance and Equity differ
The difference comes from unrealized P&L on open positions. Check Unrealized PnL in Positions.
Read Account rules and loss limits →I canceled an order, but the position remains
Canceling withdraws an unfilled order; it does not close a position. Check Positions to see whether you need to close it.
Read Positions, orders and history →I entered a stop-loss but cannot tell if it is active
Check the TP/SL checkbox, Trigger price and order display after submission.
Read Take profit / stop loss (TP/SL) →The screen layout differs from this guide
Check account type, screen width and order type. Screens may be updated, so follow current official instructions.
Read The screen and your first order →Before contacting support
- The displayed error message (screenshot)
- Account type (Evaluation, Funded, Free Trial, etc.)
- Market and order type
- Date and time of the operation (Japan time or UTC)
Do not share them even if someone claiming to be support asks. Avoid posting screenshots containing account information publicly without redaction.
FAQ
FAQ: Propr troubleshooting
QI cannot find my order. Can I submit it again?
ABefore submitting, check notifications, Open Orders, Positions and Trade History. Otherwise you may create a duplicate order.
QWhat should I tell support?
AThe error message, account type, market and order type, and the date/time of the operation. Do not share private keys or seed phrases.
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