App Troubleshooting

Find solutions to common issues you might encounter while using PiTrade.

Profile Settings Issues

I Didn't Receive a Verification Email

  1. Check your spam or junk folder
  2. Make sure the email address is correct
  3. Request a new verification email
  4. Wait a few minutes and check again
  5. Contact support if the issue persists

I Didn't Receive a Verification Code via SMS

  1. Make sure your phone number is correct
  2. Check that you have cell service
  3. Request a new code
  4. Wait a few minutes
  5. Try a different phone number if available
  6. Contact support for assistance

My Address Won't Save

  • Make sure all required fields are filled
  • Check that the address format is correct
  • Try entering the address again
  • Contact support if the problem continues

I Need to Change My Username

Unfortunately, usernames cannot be changed once created. If you need a different username, you may need to create a new account.

Security & Authentication Issues

I Lost Access to My Authenticator App

  1. Use one of your backup codes to log in
  2. Go to Account Settings → Security & Authentication
  3. Disable 2FA
  4. Set up 2FA again with your new authenticator app

I Can't Scan the QR Code

Use the "Copy App Key" option instead:

  1. Tap "Copy App Key"
  2. Open your authenticator app
  3. Select "Enter a setup key"
  4. Paste the app key

Biometric Authentication Isn't Working

  1. Make sure Face ID or Touch ID is enabled on your device
  2. Go to your device settings and re-enroll your Face ID or Touch ID
  3. Try disabling and re-enabling Face ID and Touch ID in PiTrade
  4. Restart your device

I Don't Recognize a Device in My Remembered Devices List

  1. Remove that device immediately
  2. Change your password
  3. Enable 2FA if you haven't already
  4. Contact support if you suspect unauthorized access

Bank Account Issues

I Can't Find My Routing Number

On your checks:

  • Look at the bottom left of your check
  • It's the first 9-digit number

Online:

  1. Log into your bank's website
  2. Go to Account Details
  3. Look for "Routing Number" or "ABA Number"

By phone:

  • Call your bank's customer service
  • Ask for your routing number

Online search:

  • Search "[Your Bank Name] routing number"
  • Make sure you get the correct number for your branch

My Bank Name Isn't Recognized

  1. Try entering the full official name
  2. Check your bank's website for the exact name
  3. You can still proceed by entering the information manually
  4. The app will verify your account

I Entered the Wrong Information

  1. Remove the bank account
  2. Add it again with the correct information
  3. Or contact support for help

The Routing Number Isn't Working

  1. Double-check the 9-digit number
  2. Make sure there are no extra spaces
  3. Verify it's the correct routing number for your bank
  4. Try entering it again

I Can't Remove a Bank Account

  1. Go to Wallet → Linked Banks
  2. Find the account you want to remove
  3. Tap the account
  4. Select "Remove" or "Delete"
  5. Confirm the removal

My Bank Account Won't Verify

  1. Make sure all information is correct
  2. Check that your account number matches exactly
  3. Verify the routing number is correct
  4. Try removing and re-adding the account
  5. Contact your bank to confirm the account is active
  6. Reach out to PiTrade support if issues persist

I Have Multiple Accounts at the Same Bank

You can link multiple accounts from the same bank:

  1. Add the first account
  2. Go back to "Add Bank Account"
  3. Add the second account with its account number
  4. Both accounts will be linked separately

Deposit Issues

My Deposit Hasn't Arrived

If it's been less than 3 business days:

  • Wait a bit longer – ACH transfers take 1-3 business days
  • Check your transaction history for status
  • Make sure it's a business day (not weekend/holiday)

If it's been more than 3 business days:

  1. Check your bank account – Verify the money left your bank
  2. Contact your bank – Ask about the transfer status
  3. Contact PiTrade support – We can help investigate

I See a Pending Deposit

  • Pending means the deposit is being processed
  • It will move to "Completed" when funds arrive
  • This usually takes 1-3 business days
  • Check back later for updates

The Deposit Amount Is Wrong

  1. Check the confirmation email
  2. Verify the amount you entered
  3. Contact your bank if the wrong amount was transferred
  4. Reach out to PiTrade support for help

I Don't Have Enough Funds

  • Make sure your bank account has sufficient funds
  • The deposit amount must be available in your bank
  • If you don't have enough, the deposit will be rejected
  • Try depositing a smaller amount

My Bank Rejected the Deposit

Common reasons:

  • Insufficient funds in your bank account
  • Bank account is closed or inactive
  • Incorrect account information
  • Bank security flags the transfer
  • Account type mismatch

What to do:

  1. Check your bank account status
  2. Verify the linked account information is correct
  3. Contact your bank to ask why it was rejected
  4. Try linking the account again
  5. Contact PiTrade support if issues persist

I Can't See My Linked Banks

  1. Make sure you've linked at least one bank account
  2. Go to Wallet → Linked Banks
  3. If no banks are listed, add a bank account

The Deposit Button Is Disabled

Possible reasons:

  • No linked bank accounts
  • Account verification incomplete
  • Technical issue

What to do:

  1. Make sure you have a linked bank account
  2. Complete account verification if needed
  3. Try closing and reopening the app
  4. Contact support if the issue persists

Login & App Issues

I Can't Log In. What Should I Do?

  1. Check your internet connection
  2. Verify your email/password
  3. Try "Forgot Password"
  4. Clear app cache
  5. Reinstall app if needed
  6. Contact support

The App Keeps Crashing. What Should I Do?

  1. Restart your phone
  2. Update the app
  3. Clear app cache
  4. Reinstall the app
  5. Contact support

My Trade Didn't Execute. Why?

Possible reasons:

  • Market closed (trades only during market hours)
  • Insufficient funds
  • Order expired
  • Technical issue

Copy Trading Issues

"Insufficient Balance"

You don't have enough funds. Solution: Deposit more or reduce amount.

"Minimum Amount Not Met"

Amount is below $100. Solution: Enter at least $100.

"Portfolio Not Available"

Trader closed their portfolio. Solution: Choose a different trader.

"Complete Your Profile"

Your account isn't fully set up. Solution: Complete broker verification or add banking information.

"Account Status Pending"

Your account is under review. Solution: Wait for approval or contact support for status.

"Subscription Required"

Copy trading requires active subscription. Solution: Upgrade your subscription or check subscription status.

"Copy Failed to Activate"

Technical issue occurred. Solution: Try again in a few moments, refresh the app, or check internet connection.

"Portfolio Data Not Loading"

Data fetch failed. Solution: Pull to refresh, check internet connection, or try again later.

Need Help?

Was this page helpful?