Ploutos Help

Troubleshooting

Start here before random retries. Most problems fall into a few common buckets and get fixed faster that way.

Do not start with random retries.

Most Ploutos issues fall into one of four buckets:

  • sign-in
  • workspace or connection mix-up
  • bad import preview
  • chart or sync expectations that do not match what the product is actually showing

Start with the symptom that matches what you see.

I cannot sign in

Check these first:

  • the email address is the one you meant to use
  • the OTP code is fresh
  • you did not request several codes and then enter an older one

If the code never arrives, give it a moment and make sure you are checking the right inbox.

If the code arrives and still fails, the usual cause is that a newer code replaced the older one.

Sync is unavailable or looks wrong

Check these in order:

  1. you are in the right Ploutos account
  2. the connection was created in that workspace
  3. the relevant provider account is enabled
  4. the current plan actually includes live sync

If Free sends you to pricing when you try a sync-related action, that is expected. It is not the same thing as a broken provider connection.

The CSV preview looks wrong

Usually one of these is true:

  • wrong file
  • wrong workspace
  • the preview was already suspicious before import

If the preview is wrong, stop there. Do not import just to see whether the journal will somehow sort it out later.

The chart or preview is unavailable

Sometimes the trade is fine and the visual context is what is missing.

That usually happens when the upstream market-data source does not have the candle window needed for that trade. Frustrating, yes. But it does not automatically mean the trade row itself is broken.

If you have a screenshot you trust, attach it to the trade. Uploaded images are often the better record for old trades, custom markets, or setups where the exact visual context matters.

What support actually needs from you

The fastest support message includes:

  • what you were trying to do
  • which Ploutos account you were in
  • which connection was involved, if any
  • the exact error message
  • whether it happened once or keeps repeating

Sync broken is not enough context. Two factual sentences are worth much more than a longer frustrated one.

When to stop troubleshooting alone

Reach out if:

  • sign-in keeps failing with fresh codes
  • sync keeps failing after you checked the right account, connection, and plan
  • the same CSV preview problem appears across multiple exports
  • the issue clearly follows one account or one connection path

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