Auto-Sync shows “Offline” or trades don’t arrive

Work through this list in order — each item is a real cause we’ve seen, ranked from most to least frequent.

The checklist

1. Is MetaTrader 5 running? The robot only talks while the terminal is open on your computer. Closed terminal = offline status; trades are caught up at the next launch, nothing is lost.
2. Is the “Algo Trading” toolbar button green? MT5 silently disables algo trading every time you switch accounts in the terminal. If it’s red, click it.
3. Is the robot on a chart? Open any chart and check its top-right corner for the robot’s name and a hat icon. If missing, double-click AxelAutoSync in the Navigator (drag-and-drop often fails).
4. Is the WebRequest URL whitelisted? Tools → Options → Expert Advisors → “Allow WebRequest for listed URL” must be ticked, with the exact address from the wizard’s step 3. A typo here = silent failure.
5. Is the token pasted correctly? Robot’s Inputs tab → “Token AutoSync”. If you regenerated your token at some point, the old one no longer works — paste the new one in every robot.
6. Is the right journal account linked? Trades import only into the journal account you linked. Check the Auto-Sync hub: the MT5 account must say “✓ Linked to this account” while you’re viewing the account you expect the trades in.
7. Wait a minute. The status refreshes on a short cycle; a freshly launched robot can take up to a minute to show green, and first trades ~15 seconds after that.

Still stuck?

Send us a message from the app (Settings → Feedback → Bug) with your broker name and what step fails — the version and page context are attached automatically.