How can we help?

On your phone, turn Wi-Fi off and open tradelabsai.com on mobile data.

If it loads there, the site is fine and that network is blocking it. That is the usual cause on home routers with a security add-on, and on school and office wifi.

“Server IP address could not be found” means the network’s DNS is refusing the name. Point that device at a different resolver:

• Android: Settings → Network & internet → Private DNS → one.one.one.one.
• iPhone: Settings → Wi-Fi → (i) next to the network → Configure DNS → Manual → 1.1.1.1.
• Chrome: Settings → Privacy and security → Security → Use secure DNS → Cloudflare.

“Connection reset”, “the server stopped responding” or a block page from your provider is filtering at the gateway, where changing DNS does nothing. See the next step.

If the network is yours, open your internet provider’s app and allow tradelabsai.com in its security or protection section.

If it is not yours, Cloudflare’s free 1.1.1.1 app (switch on WARP) gets that device through, and mobile data always works.

Send this to whoever runs the network: “Please allow tradelabsai.com on port 443, including WebSocket connections, which the live prices use.”

Open the site in a private window, or turn off ad blockers and privacy extensions for it, then reload. If pages load half way, clearing this site’s stored data usually sorts it.

On a connection that works, open service status. It is checked live the moment you open it, so it says straight away whether the site and the AI are up.

Look in Spam and Junk, and in Gmail the Promotions tab. Gmail searches skip Spam and Trash unless you ask, so search in:anywhere from:noreply@tradelabsai.com.

Found it? Mark it Not spam so the next one reaches your inbox.

Make sure the address has no typo and is the one you signed up with. School and work addresses often quarantine outside mail, so a personal address is worth a try.

If you signed up with Google there is no password email at all: press Sign in with Google.

Send the email again, once, and use the newest link. Several attempts in a row can be slowed down for a few minutes.

On the sign-in box choose Email me a sign-in link instead. It signs you in without a password, and it is a different email, so it can arrive when the other one does not.

A handful of accounts predate our current sign-in system and cannot get an automatic reset. Message us from the address on the account and we will sort it by hand.

Press Ctrl+Shift+R (Cmd+Shift+R on a Mac) to reload without the browser’s cached copy.

Switch to BTC on the 1D range. If BTC draws and another pair does not, tell us which pair and we will look at that feed.

Service status checks the website, the AI, the live market data and round recording the moment you open it. If something there is red, it is on us.

Ad blockers, privacy extensions and some antivirus web shields cut the live price connection. Allow this site, or try a private window.

Set your device’s date and time to automatic, update the browser, and on Android update Android System WebView and Chrome, then reopen the page.

Live prices come over a WebSocket, which some school and office networks block. If it works on mobile data or another browser, walk through the site will not load.

On Free you get 3 AI questions and 3 chart-screenshot reads a day, counted separately. Each costs 10 credits on a paid plan, and a follow-up question about a picture counts as a question.

Auto Analyze runs on your device: it never counts and has no cap, so you can keep using it.

Daily allowances reset at midnight UTC.

If you need more today, a one-off top-up works on any plan (5,000 credits for $12, 15,000 credits for $29, 40,000 credits for $69) and never expires.

Pro and Pro+ have 1,000 credits a day before pack or top-up credits are used. Only one AI request runs at a time, so let an answer finish before asking the next.

If the count looks wrong, tell us what you did and roughly when.

Open Settings → Plan and billing and reload. A card payment normally shows as the new plan within a minute.

Check the number, expiry and billing postcode, and that the card allows online and international payments. Your bank’s app may be waiting for you to approve it, and some banks block anything crypto-adjacent. Another card, or paying with crypto, also works.

Send the exact amount shown, on the exact network shown, before the invoice expires. Confirmation can take a while on some coins, and a crypto payment cannot be reversed. Crypto buys a prepaid term, not a subscription.

Message us with the email address on the account, the date and amount, and either the last four digits of the card or the transaction hash. Never send your full card number.

Telegram delivery is part of Pro and Pro+. On those plans you can leave the bot token blank and use our built-in bot.

Send /start to @userinfobot and paste the number into Settings → Notifications → Telegram.

Using your own bot? Send /start to your bot as well. Telegram will not let a bot message you until you do.

In the same place, press Send test. It checks the token and the chat ID together and says which one is wrong.

Check the chat is not muted, archived or the bot blocked (Telegram shows Restart bot if it is), and that Telegram may show notifications on your phone.

Only calls at or above your confidence setting are sent, and 80% is a high bar on a quiet day. Lower it and see whether messages start arriving.

Codes are worked out from the time. In your phone’s settings set date and time to automatic, then use a fresh code. A code works once, and the sign-in screen gives you a few minutes before you have to start again.

A browser you ticked don’t ask again on skips the code for 30 days, so an older laptop or phone may still walk straight in.

On the code screen choose Use a backup code instead and type one of the 10 codes you saved when you turned 2-step login on. Each one works once.

Once you are in: Settings → Sign-in and security → 2-step login. Turn it off with a backup code, then on again with the new phone. Make new codes replaces the codes you have used.

Email us from the address on the account. Account access is never handled on Discord. We check it is you before turning 2-step login off, and we will never ask for your password or your codes.