> For the complete documentation index, see [llms.txt](https://www.degenbot.wiki/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.degenbot.wiki/help-and-account/troubleshooting.md).

# Troubleshooting

Work through missing messages, unresponsive menus, access restrictions, and confusing results.

Start by separating **access**, **delivery**, **market data**, and **reporting**. They can fail independently.

### The bot does not reply

Check that you opened the verified private bot conversation rather than an announcement channel. Confirm that the bot is not blocked and that you have started the conversation.

Try a fresh request from the current command list instead of repeatedly pressing an old button. Check your connection and any published service notice. If it still does not reply, report the approximate time and the request you sent.

Do not reinstall trading software, create exchange keys, or change account permissions to fix a Telegram reply problem.

### A menu button does nothing

Open the newest available menu. A button on an old message may refer to a previous interface state. Check whether other current controls work.

Record the button label, the message it belonged to, and whether you saw an error or no response. Do not repeatedly submit a payment or activation action while investigating.

### The bot replies, but I receive no alerts

Check access, any saved alert preferences, the relevant conversation's notification settings, and the last message timestamp. A condition-based stream may be quiet without being broken.

However, a working menu only confirms that the menu responded. It does not establish that every alert stream, data feed, and outcome process is healthy. Ask support to investigate prolonged unexplained silence rather than assuming the cause.

### I paid, but access is restricted

Open the purchase account and confirm membership status. Check which Telegram identity was used during onboarding. Follow the product's supported access-refresh steps when offered.

If the restriction remains, contact support with the purchase reference and a redacted access screenshot. Do not buy again merely to test whether activation works.

### Prices do not match my chart

Compare the instrument, venue, spot versus derivative market, quote currency, and observation time. A reference price in a message is not a continuously updating execution quote.

If those details match and the difference remains unexplained, report both sources and timestamps. Do not assume one must be correct based only on the bot's confidence score.

### An alert arrived late or appears twice

Record the event, send, and receipt times where available. For possible duplicates, compare alert identifiers, streams, and versions. An original alert and its outcome update are different messages; two deliveries of the same identifier may be a delivery issue.

### /performance looks wrong or has not changed

Check the selected period, stream, version, last update, and the number of open or excluded observations. Missing values are not the same as zero results.

For a suspected mismatch, include the original alert and its outcome, not only a cropped percentage. Do not delete or edit the evidence before reporting it.

### A useful support report

```
Issue:
Bot username shown in the conversation:
Date, time, and timezone:
Device and Telegram app version:
Command or button used:
What I expected:
What actually happened:
Alert ID / stream / symbol, if relevant:
Purchase reference, only for an access problem:
Redacted screenshot or exact error text:
```

Send this through the support route in the verified bot or purchase account. Never include login codes, passwords, API secrets, seed phrases, or full payment details. There is no response-time guarantee in this guide.