How can we help?
Most questions are answered below. If yours is not, write to us and a person from the team will answer.
Connecting MT5
The chart says "address not allowed"
MetaTrader 5 only lets an EA connect to addresses you allow. Open Tools → Options → Expert Advisors, tick Allow WebRequest for listed URL and add hub1.steps.trade and hub2.steps.trade. Then remove and re-attach the EA.
Where do I enter the 6-digit code?
Sign in at dash.steps.trade and open Connect MT5. Type the code exactly as your chart shows it. It works once, for 10 minutes; if it expires the chart shows a new one by itself.
The EA is attached but no trades open
Check that the Algo Trading button at the top of MetaTrader 5 is green, that your dashboard shows Connected, that you have an active plan or trial, and that close-only is off. New trades only open when the strategy decides; quiet periods are normal.
Can I run it on a Mac or my phone?
The phone apps of MetaTrader 5 cannot run expert advisors. On a Mac, use a Windows VPS. You can watch and control everything from your phone through the dashboard.
I moved to a new computer or VPS
Install the EA there and attach it. It shows a new code; enter it on the dashboard. The old terminal is disconnected automatically.
Messages on the chart
The EA explains itself on the chart. The usual ones:
| Message | Meaning | What to do |
|---|---|---|
| Uses netting | The account is a netting account | Open a hedging account at your broker |
| Trials run on demo only | A trial is connected to a real account | Use a demo account or choose a plan |
| Your plan is not active | No active subscription | Choose or renew a plan on the dashboard |
| Download the latest EA | Your EA version is too old | Download it again from the dashboard |
| Connected from another terminal | The same account connected elsewhere | Keep one terminal per account |
| Daily loss limit reached | Your own EA limit was hit | Nothing; it resumes the next trading day |
| Mode: close-only | Paused by you, a payment, or our team | Check the dashboard for the reason |
Plans and billing
How do I change or cancel my plan?
Dashboard → Settings → Plan & billing → Manage billing. Changes and cancellations are handled on Stripe's secure page. A cancelled plan keeps working until the end of the paid period.
Can I get a refund?
See refunds & cancellation for when a refund is possible and how to ask.
I lost access to my authenticator app
Write to support from the email address of your account. For your safety we verify your identity before removing two-factor sign-in.
Still stuck?
Write to [email protected] with your MT5 account number (never your password) and a screenshot of the chart. We answer on working days.