FAQ

The chart, or one panel, is empty

Read the status strip along the bottom of the panel first — on a phone, the colour of the dot in the top bar — see Data status.

• loading… — history is still arriving. Wait a moment.
• error — the panel could not load its data, or TapeHawk does not carry the symbol you typed. Pick a symbol from the list, or reload the page. During a bar replay this is often the limit on history requests shared by all your panels and tabs: the panel asks again by itself for a few minutes, and only if it is still blank after that do you need to pick the mark again — see Bar replay.
• no data — the data loaded but holds nothing for this symbol and timeframe. Try another timeframe.
• offline or stale — the picture is frozen until the connection or the exchange feed comes back.
• A heatmap that starts empty and fills from the right — the symbol is live-only. Its heatmap is read straight from the exchange by your browser and begins when you open the panel; there is no history to scroll back into — see Recorded symbols and live-only symbols.
• A heatmap that says it cannot reach the exchange from your network — the same live-only heatmap, on a network that blocks the exchange. The candles, trades and footprint of that symbol still work; for the heatmap, pick a recorded symbol (the first few rows of the symbol list) or use another network.
• Footprint or order-flow indicators that stop after about half an hour of history — the symbol is live-only, and its order-flow history reaches back only that far.

If the bars are there but an indicator is not, look for a ⚠ on its row in the info bar and point at it for the reason — on a desktop, since the phone layout has no indicator rows. Your own indicators have their own reasons — see Limits and troubleshooting.

The price is different from my exchange

TapeHawk streams Binance USDⓈ-M perpetual futures — see Venues. Prices will differ from:

• spot markets, including Binance spot, which trade at their own prices;
• other exchanges' futures, whose order books and trades are their own;
• mark and index prices, which exchanges use for liquidations and funding. TapeHawk draws the last traded price.

Within Binance USDⓈ-M futures, the candle shape can also move what you see: Heikin Ashi draws averaged bars, and Renko, range bars and line break redraw price as bricks — see Candle shapes. The info bar and the price line always show real prices.

My account is not confirmed

Until you open the link in the confirmation email, your account keeps its layouts, drawings and favourites, but the chart shows one panel, the bell and the indicator editor stay hidden, and the Alerts tab asks you to confirm your email — see Access levels.

• No email? Check your spam folder, then use the button in the banner at the top of the page to send a new link.
• The link does not work? It works once, for 24 hours. Send a new one from the banner.
• Opened it on another device? The address is still confirmed; sign in on that device.

See Confirm your email.

My alert did not arrive

Go through these in order:

1. Open the bell. Alerts are kept in its inbox even when no notification appeared — see Notifications. The bell is not in these docs or the phone layout of the chart; open another page of the site.
2. Check the rule's status in the Alerts tab of the sidebar, on a desktop. A paused rule does not watch, and a rule set to fire only once shows Fired after its first alert until you re-arm it — see the list of rules.
3. Check how often it may fire. A price rule fires at most once a minute, however often price crosses; a signal rule at most as often as its indicator allows — see How often a rule fires.
4. Check the condition. A Crossing Up rule saved with price already above the level waits for price to fall back and rise through it, and a Greater Than rule that already fired waits for price to go below the level and come back up — see The conditions.
5. Check what the rule is on. A rule on a footprint zone indicator, or on a script of yours that runs on footprint columns, watches bars of one timeframe and alerts only once a bar has closed, so a 1h rule can be quiet for an hour — see Signal alerts.
6. Give a new signal rule time. When no chart is already using the indicator at those settings, it starts from nothing, and its first signal can take a while.

If the alert is in the inbox but no desktop notification appeared, see the next question.

Desktop notifications do not appear

Desktop notifications come from your browser, and only while a page of the site that shows the bell is open.

• Allow them for the site. The bell's inbox asks once. If you declined, or the browser blocked the request, allow notifications for the site in the browser's site settings; the bell does not ask again.
• Check your operating system. A focus or do-not-disturb mode holds notifications back.
• Keep a page open. Nothing is pushed to a browser with no page of the site open. The chart, or another page with the bell, is enough; these docs are not.
• On a phone they usually do not appear at all: Safari on iPhone and iPad offers them only to web apps added to the home screen, and Chrome on Android does not let the site show them.
• Too many tabs? Each account has a limited number of live connections, and a tab past it stays on Reconnecting… in the bell. Close the tabs you do not need.

See Desktop notifications.

Where did my paper trades go?

Nothing in paper trading is saved. Leaving the replay, opening another page of the site from the chart, or closing the tab removes the session; picking a new mark removes an open position. Copy or download the session as CSV before you leave — see What is kept, and for how long.

Can I use TapeHawk on a phone?

Yes, with one panel and the controls moved into a drawer. Some things stay on the desktop — bar replay, the alerts tab and the chart's bell among them — see On a phone.