Troubleshooting Common Issues

Charts Not Loading

Symptoms

Blank chart area, an endless loading spinner, or a "Failed to load data" error.

Fixes

1. Refresh the page
2. Clear the browser cache, stale cached data can conflict
3. Check your connection
4. Try another browser to rule out a browser-specific problem
5. Disable extensions, ad blockers and privacy extensions can block requests
6. Check the status page

"My Data Looks a Month Old"

This is the single most common report, and it is usually not a bug.

On Pro charts, free accounts are served the entire series except the most recent 30 days. That is the paywall. You are seeing real, complete history with the last month withheld, which reads as "a month stale" rather than "missing".

• Free charts are never delayed, for anyone
• Pro accounts are never delayed on anything
• MVRV Z-Score and STH Cost Basis are free in full, even signed out
• Price By Risk Level is the one chart with no preview at all

If a Pro chart looks a month behind and you have a Pro subscription, check that your subscription is active at Settings > Billing, then sign out and back in.

Separately, on-chain charts show a Last updated line under the chart title with a relative time and the exact date. Economic, derivatives and stock charts generally do not display one. The chart page also polls for fresher data on its own and shows a "Chart updated" toast when new data lands, so you rarely need to reload.

Sign-In Issues

Cannot sign in

1. Check you are using the right email address
2. Try Forgot password, but note this only works for accounts created with a password. If you signed up with Google there is no ChartInspect password to reset, use the Google button
3. Try the emailed sign-in link instead
4. Clear cookies for chartinspect.com
5. Try a private browsing window

2FA problems

If you cannot reach your authenticator app:

1. On the verification screen, click Use a backup code instead and enter one of your 8-character backup codes
2. If the backup codes are gone too, click Lost access to authenticator & backup codes? on that screen, or go to 2FA recovery
3. Enter your account email. Open the emailed recovery link (valid one hour) and click Disable 2FA, then sign in with email and password and re-enable 2FA
4. Contact support only if you no longer have access to the account's inbox

Subscription Issues

Payment failed

When a charge fails, Stripe marks the subscription past due and Pro access pauses while Stripe retries the invoice.

1. Go to Settings > Billing. A banner reading "Your last payment didn't go through" appears with an Update payment method button
2. Click it. You land in the Stripe billing portal, which is the only place to change the card on file
3. Update the card. Stripe retries the outstanding invoice and Pro access is restored automatically
4. Do not start a new subscription. Checkout is deliberately blocked while an unpaid one exists; fix the existing one in the portal
5. If the card still fails, contact your bank, then contact support

Pro features not working

1. Check your subscription status at Settings > Billing
2. Sign out and back in
3. Clear the browser cache
4. Contact support with your account email

Alert Issues

Not receiving alerts

1. Check the alert is active at Settings > Alerts
2. Check which channels it uses. There are five: in-app, email, mobile push, Telegram and Discord
3. Check Settings > Notifications. Turning price alerts off there silences every outbound channel while still recording the in-app entry
4. For email, check spam and junk
5. For Telegram, make sure @chartinspect_pro_bot is not blocked. Note this is a different account from the community channel at t.me/chartinspect
6. For Telegram and Discord, confirm your Pro subscription is active. Both channels are re-checked at send time, so a lapsed subscription silently stops them

Alerts firing on a spike that resolved

Alerts run on a 10-minute cycle against the latest published data point. Consider:

• Slightly wider thresholds
• A smoothing option on an indicator alert instead of the raw series
• Threshold conditions (greater than, less than) rather than crossing conditions, since these rearm only after the condition stops holding

Browser Compatibility

Supported browsers

• Chrome 111+ (recommended)
• Edge 111+
• Firefox 111+
• Safari 16.4+

Older versions are not supported. The site is compiled against these baselines and will not run correctly below them. JavaScript must be enabled, and real-time features need WebSocket support.

Performance Tips

1. Close chart tabs you are not using
2. Limit the number of active studies on the Dashboard
3. Keep your browser updated
4. Reduce concurrent data streams

Still Need Help?

1. Live chat: sign in, open Support and start a chat. Live chat requires an account; signed out you will only see a prompt to log in
2. Email: [email protected]
3. Telegram community: t.me/chartinspect

Include screenshots, the chart id and your browser version when reporting an issue.