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Help Center

Self-service support

Find the setup answer before opening a support request

Start with onboarding, paper broker connection, TradingView alert testing, risk controls, and approval-required workflow. For trade-specific questions, export the support package from the related approval.

Beta support rules

Decision support is not financial advice.

Paper mode and manual approval are the beta defaults.

Live auto-submit stays disabled until regulated-readiness work is complete.

Basics

What OrderFabric Does and Does Not Do

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OrderFabric receives TradingView alerts, analyzes them, and helps you approve or decline broker actions.

  1. 1OrderFabric is non-custodial: you keep your broker account and broker credentials authorization.
  2. 2The app provides decision support, workflow controls, approval records, and broker status tracking.
  3. 3OrderFabric does not guarantee profit, manage your account as an adviser, or remove your responsibility for trade approvals.
  4. 4Beta workflows default to paper mode and manual approval.

Account

Why Beta Disclosures Are Required

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Disclosure acceptance records that you reviewed the terms, privacy policy, and trading risk notice before using broker workflows.

  1. 1OrderFabric asks you to review the Terms, Privacy Policy, and Risk Disclosure during onboarding.
  2. 2Acceptance is saved with a timestamp, version, source, and audit event so the account has a clear setup record.
  3. 3Broker setup, strategy routes, and test alerts stay gated until the current Terms of Service and Risk Disclosure are accepted.
  4. 4Acceptance does not make OrderFabric a financial adviser and does not remove your responsibility for approving trades.

Approvals

Approval-Required Trading Explained

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Approval-required mode means a signal can become a recommendation, but the customer decides before broker submission.

  1. 1A TradingView alert enters OrderFabric as a signal.
  2. 2OrderFabric validates the alert, checks usage/risk limits, and creates decision-support details.
  3. 3The customer reviews probability, rationale, risk flags, and current context.
  4. 4The customer approves or declines. Approval is still separate from broker submission evidence.

Setup

How to Connect TradingView

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Generate your private credential, copy the relay URL, and paste both into TradingView.

  1. 1Open Onboarding and generate a TradingView credential.
  2. 2Copy the relay URL into the TradingView alert Webhook URL field.
  3. 3Copy the alert message JSON into the TradingView alert Message field.
  4. 4Send one test alert and confirm it appears in Signals or Approvals.

Setup

TradingView Test Alert Validator

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Use the onboarding validator to confirm an alert can be parsed before relying on a live TradingView schedule.

  1. 1Webhook received means OrderFabric accepted the alert and created a signal record.
  2. 2Strategy matched confirms the alert points to the active paper subscription strategy.
  3. 3Symbol recognized and Side recognized confirm the ticker and buy/sell direction were parsed.
  4. 4Payload valid confirms the alert used the onboarding validation marker.
  5. 5If the alert is old, review current market price, size, and risk before creating or approving an order.

Setup

How to Connect a Broker

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Start with Alpaca paper OAuth, confirm consent, and validate the broker connection before routing alerts.

  1. 1Open Onboarding or Broker Accounts.
  2. 2Accept the broker consent language.
  3. 3Choose Alpaca paper and complete OAuth on Alpaca.
  4. 4Return to OrderFabric and check that the broker account status is connected or validated.

Safety

Paper Trading vs Live Trading

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Paper mode is for testing. Live mode requires stronger readiness checks and remains approval-first.

  1. 1Paper mode uses broker paper/sandbox routes and is the beta default.
  2. 2Live mode can affect real broker positions and therefore requires MFA, review, and explicit readiness.
  3. 3Auto-submit is not allowed for live routes during beta and regulated-readiness work.
  4. 4Use paper mode until the setup test, approvals, orders, and reconciliation are behaving as expected.

Troubleshooting

Why a Trade Was Blocked

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Blocks usually come from usage limits, duplicate alerts, risk controls, broker state, or manual approval requirements.

  1. 1Open Dashboard and review Usage Limits for recent hard-limit blocks.
  2. 2Open Audit Events and filter by the block reason shown in the toast or response.
  3. 3Check whether the alert is a duplicate for the same strategy, symbol, side, timeframe, and candle.
  4. 4Check risk limits, broker connection status, and whether manual approval is required.

Safety

How Risk Settings Work

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Risk settings define how much activity a strategy route can create before it is blocked or paused.

  1. 1Allowed symbols limit which tickers a strategy route should accept.
  2. 2Max trades per day limits new trade activity.
  3. 3Max open positions limits simultaneous exposure.
  4. 4Daily loss and kill-switch controls stop new activity when risk conditions are unsafe.

Decision Support

Risk Score and Technical Review

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Technical review scores summarize market-structure checks, but they do not guarantee a trade outcome.

  1. 1The technical review checks trend, momentum, volatility, support/resistance, and trade-level structure when market data is available.
  2. 2A stronger score means more configured checks aligned with the setup at review time.
  3. 3A weak score or missing data should make you pause, review the chart, and adjust or decline the order.
  4. 4The score is decision support only and should be reviewed with current price, risk settings, and broker state.

Safety

Buying Power and Broker Cash

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Buying power is the broker-side capacity available for new orders, after broker rules and open activity are considered.

  1. 1OrderFabric may prefill an order from the signal, but the broker decides whether your account has enough buying power.
  2. 2Market orders can require a buffer because price may move between alert, approval, and broker submission.
  3. 3If buying power is low, reduce order size, switch to paper mode, or wait for broker cash/positions to update.
  4. 4Broker receipt evidence in Orders is the source of truth after submission.

Safety

Shorting and Long-Only Beta Mode

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Short selling has extra broker and risk requirements. Beta workflows should stay long-only unless explicitly reviewed.

  1. 1A sell signal can mean close an existing long position or open a new short position.
  2. 2During beta, OrderFabric treats live routes conservatively and should avoid opening new shorts unless the route and broker explicitly allow it.
  3. 3If you are not already long, a sell signal may be blocked in long-only mode.
  4. 4Review broker permissions, margin requirements, and risk disclosure before enabling short strategies.

Safety

Kill Switch and Emergency Pause

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A kill switch stops new activity on a route or workspace while preserving safety exits and review evidence.

  1. 1Use the kill switch when alert behavior, broker state, risk, or market conditions look unsafe.
  2. 2New entries are blocked while the kill switch is active.
  3. 3Safety exits, cancel requests, flatten-all, and emergency pause workflows should remain available.
  4. 4Before clearing a kill switch, review pending approvals, open orders, broker status, and recent audit events.

Safety

How to Pause Trading

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Pause a strategy route or use emergency stop when alerts should stop creating new workflow items.

  1. 1Use Subscriptions to pause a specific strategy route.
  2. 2Use Risk Monitor or emergency controls when the whole workspace should stop new trading workflow.
  3. 3Pausing a local route does not automatically liquidate broker positions.
  4. 4Review open broker positions and orders after any safety pause.

Account

How to Cancel or Disable a Subscription Route

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Disable strategy routing from Subscriptions. Billing cancellation will be handled separately when paid plans launch.

  1. 1Open Subscriptions and find the strategy route.
  2. 2Pause or disable the route before removing broker access.
  3. 3Beta access is free right now; paid subscription cancellation will appear when billing is introduced.
  4. 4Export audit evidence if support needs to review the route history.

Account

How to Disconnect a Broker

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Disconnecting broker access prevents new broker submissions from that account.

  1. 1Pause strategy routes that use the broker account.
  2. 2Open Broker Accounts and review the broker connection.
  3. 3Disconnect or revoke access in the broker portal if needed.
  4. 4Confirm no pending approval or order should still use that broker.

Account

How to Delete Account Data

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Data deletion is handled carefully because trading records, audit logs, and legal retention can overlap.

  1. 1Review Privacy Policy before requesting deletion.
  2. 2Pause trading routes and disconnect broker access first.
  3. 3Submit a support request with the account email and requested action.
  4. 4Some audit records may be retained when required for safety, fraud prevention, or legal obligations.

Safety

How Usage Limits Work

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Beta limits keep alert loops, AI spend, and overtrading under control while safety exits remain available.

  1. 1Dashboard shows webhook, AI-analysis, approved-trade, submitted-order, and open-trade usage.
  2. 2Warnings appear near 70% and 90%; hard-limit blocks appear when a cap is reached.
  3. 3Sell, close, exit, cancel, flatten, and emergency pause actions remain available as safety exceptions.
  4. 4Tenant admins can set temporary overrides with a reason.

Decision Support

Confidence and Win Probability

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Probability is decision support, not a promise. It should be reviewed with risk, market context, and broker state.

  1. 1The model estimates whether the setup fits learned and rule-based conditions.
  2. 2Confidence can change when market data, broker state, or risk settings change.
  3. 3Claude or AI review should validate a qualified setup, not override customer responsibility.
  4. 4Never treat probability as a guaranteed outcome.

Common questions

Top beta questions

20 visible
Where do I find my TradingView webhook URL?
Is the webhook token the same as my public customer ID?
Can I test alerts over HTTP?
Why did TradingView not show an alert function?
Why was my signal analyzed but not submitted?
Where do I see broker receipt evidence?
Why is auto-submit disabled for live trading?
Can safety exits still work after daily limits?
Why do I need MFA before live mode?
What happens if my broker disconnects?
Can I rotate my TradingView credential?
How do I know an order reached the broker?
What is paper mode?
What is approval-required mode?
Why did a duplicate alert get blocked?
How do I pause a strategy?
How do I export a support package?
Can I change my usage limits?
What fees apply during beta?
What data can be used for model learning?

Support templates

Canned responses for beta support

Use these as calm, consistent support replies. They avoid profit claims and keep the customer pointed at evidence.

Broker Disconnected

Customer cannot submit or validate a broker account.

Your broker connection needs attention. Please open Broker Accounts, validate the account, and confirm the broker shows connected or active. If OAuth expired, reconnect Alpaca paper from the same page before approving any new order.

Trade Blocked

Customer sees a blocked signal/order.

OrderFabric blocked this workflow before broker submission. Open Dashboard usage limits and Audit Events, then search the exact block reason. Safety exits such as sell, close, cancel, flatten, and emergency pause remain available.

TradingView Alert Issue

Alert does not appear in OrderFabric.

Please confirm the TradingView webhook URL is HTTPS, the alert message includes your current webhook token, and the JSON includes strategy_code, symbol, side, timeframe, and source. Rotate the credential if you are unsure which token is current.

Refund Request

Future paid beta or launch customer asks for refund.

Thanks for contacting us. Beta access is currently free unless a paid plan has been explicitly activated. When billing is introduced, refund handling will follow the published billing terms and account audit trail.

Live Trading Request

Customer asks to enable live mode or auto-submit.

Live trading requires MFA, manual approval, broker readiness, risk controls, and compliance review. Live auto-submit is disabled during beta and will not be enabled until regulated-readiness work is complete.

Loss Complaint

Customer reports a trading loss.

Trading involves risk, and OrderFabric does not guarantee outcomes. Please export the approval support package and broker receipt evidence so support can review the workflow, timestamps, customer approval, risk settings, and broker response.

Help Article Update Needed

Support sees a repeated question or a confusing answer.

This ticket revealed a documentation gap. Link the customer to the closest current article, then add the question, category, affected screen, and proposed wording to the weekly Help Center update list before closing the support review.

Documentation update loop

Turn tickets into better self-service

Every support ticket should either reuse an approved article or improve the knowledge base. This keeps beta support calm, consistent, and cheaper to operate.

Weekly review
1

Tag the ticket

Assign one category: setup, broker, TradingView, approval, order, billing, legal/privacy, or account access.

2

Link the answer

Reply with the closest approved Help Center article or support package evidence before writing free-form advice.

3

Improve the article

If the ticket exposed a missing or confusing answer, add or revise one article before closing the weekly support review.

4

Keep trading boundaries

Do not give financial advice, promise outcomes, place trades, change broker access, or approve refunds without human review.