Why isn't my connection working?
Fixes for a connection that will not authorise, keeps dropping, shows no accounts, or has been switched off, and how to tell those cases apart.
Updated
Most connection problems come down to four things: credentials the broker rejected, a login whose access expired, accounts that haven't synced yet, or a connection that's switched off. Here's how to spot and fix each.
The connection won't authorise
If sign-in fails while you're adding a connection, the broker rejected what it was given. The connect form shows the error inline so you can correct it and try again.
- Re-enter the username, API key, or password exactly as your broker or prop firm issued it. A stray space or an old key is the usual cause.
- API keys can expire or be rotated. If yours stopped working, generate a fresh one in your broker's dashboard and enter that.
- Check that the account type you picked (Demo or Live, for example) matches where the account actually lives.
The connection drops or says "Needs reconnect"
Each connection shows one of three states.
| Status | What it means |
|---|---|
| Connected | The connection is live and copying. |
| Reconnecting | The connection dropped and OmenSyncer is retrying automatically. |
| Needs reconnect | The login needs re-authorising, usually because its access token expired. |
OmenSyncer reconnects on its own, backing off between attempts and retrying for as long as it takes. A brief drop clears itself. If a connection stays down, copying pauses for it and you get an alert, and a matching alert fires when it comes back.
You don't have to wait. Every connection has a Reconnect button that retries immediately and cancels the backoff. If the status is Needs reconnect, use it to re-authorise the login. Reconnecting refreshes the login in place, so your accounts, multipliers, and groups stay exactly as they were.
No accounts are showing
When you add a connection, OmenSyncer shows you the accounts on that login and you pick which ones to bring in. If an account you expected isn't in the list, or your firm added a new one after you connected, trigger the connection's Sync to pull the current list from the broker, then choose the account to add.
If Sync reports that the login needs reconnecting, fix that first: a connection has to be authorised before it can list accounts. Full steps in Manage your accounts.
A connection is switched off
A switched-off connection never trades, and its accounts disappear from your Dashboard, Risk, and Groups views. If a whole broker's accounts have vanished and nothing is copying, check whether the connection is off and switch it back on.
If switching it on is blocked, you're at your plan's limit for active connections. Turn a different connection off, or upgrade. See How connections work.
A position OmenSyncer didn't place
Still not copying?
A connection can be healthy while a trade still doesn't copy, usually because an account is switched off or the broker throttled the orders. Work through Trades aren't copying, and if you're placing many orders quickly, API rate limits.
Common signs at a glance
| What you see | Likely cause | Fix |
|---|---|---|
| Error while adding a connection | Wrong or expired credentials | Re-enter the exact username, key, or password. |
| Reconnecting | The connection dropped and is auto-retrying | Usually clears itself; click Reconnect to retry now. |
| Needs reconnect | The login needs re-authorising (expired token) | Click Reconnect to authorise the login again. |
| A connection lists no accounts | Accounts not synced yet | Trigger Sync on that connection. |
| A broker’s accounts vanished | The connection is switched off | Switch the connection back on. |