Support

Most issues can be resolved using the built-in recovery tools available to your AI agent. Follow the escalation steps below before reaching out.

Troubleshooting steps

This is a cloud-hosted multi-tenant service. You do not have access to server logs, processes, or infrastructure. All interaction happens through MCP tools. Follow this escalation path:

Check health
check_health

Ask your agent to call check_health. This returns the overall status (HEALTHY / DEGRADED / UNHEALTHY), FIX session state, QUOTE session state, kill switch status, and current risk usage. It's the single best diagnostic starting point.

Try asking: "Check the connection health"
Reconnect the TRADE session
reconnect_trade_session

If fixState is not ACTIVE, ask your agent to call reconnect_trade_session. This tears down the old connection, opens a fresh one, and reconciles positions from the broker. Common after weekends when markets are closed.

Try asking: "Reconnect the trade session"
Reconnect the QUOTE session
reconnect_quote_session

If live prices are missing or QUOTE session shows as DISCONNECTED, call reconnect_quote_session. This restores real-time price data and re-subscribes to all previously subscribed symbols.

Try asking: "Reconnect the quote session"
Reset session (reconfigure)
reset_session

If you need to change your trading mode, risk limits, or FIX server, use reset_session. This terminates your current session and triggers re-authentication, opening the configuration form in your browser. Your broker positions and journal entries are not affected.

Try asking: "Reset my session so I can reconfigure"
Disconnect and reconnect

If the above steps don't resolve the issue, disconnect the MCP connector in your client settings (Claude Desktop: Settings → Integrations; claude.ai: Settings → Connections) and reconnect. This triggers a full fresh OAuth flow.

Do not attempt to restart processes or check logs.

This is a shared cloud service. You do not have SSH, Docker, or server access. Using reconnect_trade_session and reset_session are the correct recovery tools.

Reporting bugs and requesting features

Use the submit_feedback tool to report issues or suggest improvements. Your AI agent can call it directly.

How to submit feedback

Tell your AI agent what to report:

Bug report "Submit feedback: describe what went wrong here"

Feature request "Submit a feature request: describe what you'd like"

The tool returns a feedback ID. Save it to check for responses later with get_feedback_status.

Tips for effective reports

Include health output
Call check_health first and include the full output in your feedback. This gives the platform team the FIX state, session details, and risk status at the time of the issue.
Describe the exact prompt
Include what you asked the AI agent to do, what happened, and what you expected to happen. Vague reports take longer to investigate.
Check feedback status
After submitting, use get_feedback_status with the feedback ID to check for updates and responses from the platform team.
Rate limit
Feedback is rate-limited to 10 submissions per session to prevent spam. If you hit the limit, disconnect and reconnect to start a fresh session.

Built-in knowledge base

The server includes a full knowledge base accessible through your AI agent. Ask for any topic:

getting-started

Getting Started

Connection setup, OAuth flow, client configuration

"get_knowledge topic:getting-started"

order-guide

Order Guide

Volume formulas, order types, SL/TP workflow

"get_knowledge topic:order-guide"

risk-management

Risk Management

Risk guards, kill switch, daily limits

"get_knowledge topic:risk-management"

limitations

Limitations

Known constraints of the FIX protocol

"get_knowledge topic:limitations"

error-codes

Error Codes

Full list of error codes with resolution steps

"get_knowledge topic:error-codes"

security

Security

Credential handling, encryption, session security

"get_knowledge topic:security"

service-model

Service Model

Cloud architecture, what you can and cannot access

"get_knowledge topic:service-model"

feedback

Feedback

How to report bugs and request features

"get_knowledge topic:feedback"

Full documentation

Detailed guides for every client, trading concept, order type, and configuration option.

Open Docs

Common questions

Check the FAQ before submitting feedback — most common issues (locked out, rejected orders, stale positions) are covered there.

Browse FAQ