Help

User support is very important to us. This is why we offer several different options that you can use to obtain help or answers to your questions.

1. FAQ on our website: https://www.fxware.pl/faq/
2. Problem report form: https://www.fxware.pl/pl/zglos-problem/
3. group on Telegram: https://t.me/fxwaresoft
4. Facebook messenger: https://m.me/fxwarepl

When writing to us, try to give as much detail as possible to speed up getting a response. If you want to report a specific software problem, here is how to do it: I have a problem with your programme. How and where do I report it?

You can find a form for reporting a problem on Report a problem

No, the licence is permanently assigned to a particular account number and once it has been issued, it can no longer be changed. If you need a licence for an additional account number then you can extend the licence to a named version. You can make the extension by purchasing an upgrade for your product in our shop. Go to shop.

If you have a licence in your name then in FTMO you will not be able to use it. FTMO labels all accounts with a standard name and there is no way to distinguish who the user is. For TRIAL accounts, you will find downloadable keys at Updates | Demo versions. For CHALLENGE / FUNDED accounts, you can buy a package of 5 licences per account number and add further numbers as you progress in FTMO.

The software will work on any real account opened in the name provided when purchasing the licence. There are no restrictions on the number of accounts or brokers. You do not need to worry if you have different variations of the name entered with different brokers. Upper/lower case, first name/surname order, middle name, Polish characters - none of these things are a problem - the licensing mechanism will handle all variants.

Do you have a problem with your licence key?

The software will only work on one specific account number provided at the time of purchase.

Do you have a problem with your licence key?

FX Harvest PRO settings are stored in 2 locations.

1. Programme start-up settings
   1. open settings - F7 key
   2. go to the "Enter parameters" tab
   3. select "Save" in the bottom right corner
   4. file with the extension .set will be saved - by default in the MQL4 directory in the Data Folder
2. Current settings
   1. open the settings panel - tick the box next to the letter "S"
   2. enter settings file name
   3. click "SAVE"
   4. will be saved a file with the specified name with a .txt extension in the MQL4\Files\FXH_Settings directory in the Data Folder

You can save the indicator settings to a file. To do this, follow the steps below:

1. open the list of indicators - CTRL + I
2. double-click on the indicator name
3. go to the "Enter parameters" tab
4. select "Save" in the bottom right corner
5. file with the extension .set will be saved - by default in the MQL4 Presets directory for MT4 or MQL5 Presets for MT5 in the Data Folder

There could be two reasons for this behaviour. You are running programmes on a demo account and

1. demo is not opened with name from licence - solution: open demo account with data (name from licence)
2. the demo is already open with the correct data but the licence key has not been uploaded to the correct directory - solution here: I have a problem with the licence key. What should I do?

Such a message appears when trading on a demo account if the account was not opened in the name from the licence. Possible solutions:

1. download a new version of the programme with an extended demo period from the site Updates | Demo versions
2. open a demo account with the data (name and surname) from the licence

If you are running the programme in demo mode, make sure you are logged into a DEMO account. Programs without a licence key cannot be run on REAL accounts, a licence error will be shown.

If you have purchased a licence and the programme reports a problem with the licence key then follow these steps:

1. check that the key included in the software package is placed in the Data Folder in the specified subdirectory and if not, upload it and try running the programme again:
   1. for MT4 - MQL4 Files
   2. for MT5 - MQL5 Files
   3. for Trading Simulator (Strategy Tester) - Tester Files
2. if after performing the steps in pt. 1 the program still reports a problem with the key check that:
   1. in the case of an account number licence, check that you are running the programme while logged in to the broker on the account number you specified for the licence
   2. in the case of a surname licence, check that you run the programme while logged in to the broker on the account with the name you entered for the licence (applies to both real and demo accounts)
   3. in the case of Trading Simulator (Strategy Tester), make sure you are logged in with a REAL account, the licensed version of Simulator does not work with demo accounts
3. if, after performing the steps in point. 2 still reports a problem with the key check the licence entries in the log and make sure you have the correct key and that it matches your account details
4. if you have followed all of the above steps and are still having trouble with your key, please send us an e-mail or messenger by attaching a log file

The programmes are accompanied by detailed installation and operating instructions. Make sure you read the instructions and follow all the installation steps before reporting a problem. The most frequently asked questions relate to:

• licence key error
• no possibility to trade in FX Harvest PRO
• ClusterDelta subscription

If you have read our FAQs and instructions for the programme and are unable to find the answer / solution to the problem yourself then please report it to us. Please describe what the problem is - try to give us information so that we can help you quickly. Don't be surprised if a perfunctory report such as "it doesn't work for me" is answered with an equally perfunctory "it works for us" 😉 Include with your report:

1. a screenshot of the described situation (you can use the Slice and Draft tool provided with Windows - it is activated by pressing 3 keys simultaneously - "Windows Logo" + Shift + S)
2. log files - information on which files are involved can be found here
3. the files you have used in your programme settings - you will find information on which files this is about here for FX Harvest PRO i here for indicators
4. if the error relates to a transaction, extract the account history from the period in which the problem occurred (after right-clicking on the History tab, select the date range and then right-click again and select "Save detailed report" (MT4) or "Report -> HTML" (MT5)
5. any other useful information

Send the whole using the form from the page Report a problem.

We will endeavour to respond within 2 working days.

Applies to version 4.x - in version 5 the problem no longer exists.
If the Cumulative Volume indicator has been added to the chart but the data does not appear in the window check if the market on the instrument is currently open. If not (e.g. at the weekend or overnight) then wait until the market is open or download and run the MT4Ticker programme. The link to MT4Ticker can be found on our website Useful programmes.

For performance reasons, the default number of visible bars is limited to the last 1000 candles. If you want older data to be visible as well, increase the value of the parameter Maximum number of candles to greater than 1000. You will find this parameter in the indicator settings window - press CTRL+I and click 2x on the indicator name to enter the settings.

The Data Folder is the folder where Metatrader stores all configuration, data and additional programs. The Data Folder is easy to find, just select File -> Open Data Folder from the Metatrader menu.

Metatrader saves information about how it runs itself and the programs it runs in it in so-called logs. If you have a problem with a program it is best to start looking for the cause by checking what entries have appeared in the log. You can view the logs:

• for MT4 - the Strategies and Journal tabs in the Terminal window - by default located at the very bottom of the MT4 window
• for MT5 - the Experts and Log tabs in the Terminal window - by default located at the very bottom of the MT5 window
• for Trading Simulator (Strategy Tester) - Log tab in the Tester window

More relevant to the operation of the programmes is the information stored in the Strategies / Experts logs. The logs are also saved in files on disk as mentioned in the in this entry.

Metatrader saves log files to disk in the Data Folder the following catalogues:

1. 1. for MT4
      • log Strategies in the \NMQL4Logs directory.
      • log Log in the Logs directory.
      • log The strategy tester log in the folder `Tester Logs' (for Trading Simulator - Strategy Tester)
   2. for MT5
      • log Experts in the directory \NMQL5.
      • log Log in the Logs directory.

Each day a new log file is created - the file name indicates which day it is from e.g. 20200902.log. IMPORTANT - to copy a log file you must first close Metatrader which will save all the information to disk. It is advisable to open the Data Folder before closing to easily find the file.

As of mid-April 2024, each of our programmes has a built-in mechanism for updating to a new version. The update looks as follows:

1. each programme checks for a new version every week
2. if there is a new version, the question is whether to update
3. if you do not accept the update the question will appear again in a week's time
4. if you accept the update, the new version will download and you will be asked whether to restart the terminal
If you select yes, the terminal will reboot itself; if not, the new version should be loaded the next time the terminal is started.

NOTE - programmes using the real volume only update when set to the tick volume, this is due to the conflict of the update process with the clusterdelta libraries.

No, ScalpingAI will continue to work.

Yes, there is no problem with that.

Yes, you can withdraw profits, provided your deposit balance minus withdrawals as of 19.09 remains at least USD 500.

No, ScalpingAI only works on real accounts that meet the requirements. Due to the nature of Range Bar charts, it is not possible to use it in the strategy tester.

Yes, the current version of ScalpingAI requires an account with Orbex.

Yes, you can install ScalpingAI on as many computers as you wish, provided you are using a compliant Orbex account. Each MT4 must be logged into the same Orbex account.

To use ScalpingAI, you need:

• MetaTrader 4 platforms from Orbex.
• MT4 live account at Orbex with a minimum deposit of USD 500 / EUR 500 / PLN 2000 / GBP 400 (total deposits + profit on transactions - withdrawals calculated from 19.09).

Unfortunately no. ScalpingAI in its current version only works on MT4 accounts at Orbex.

If you are running in /portable mode then the installer does not find your data folder. In this case:

• You can indicate in the installer during the installation process the address of the MT4 data folder where you want to install the programmes. To open the data folder, in MT4 select File -> Open the data folder.
• If you have left the default folder on the desktop in the installer then you can copy files from it to the Data Folder yourself.

• Yes, but it requires additional steps. You can use a Windows emulator for Mac (e.g. Wine, Parallels, VirtualBox) to run MT4.
• Alternatively, you can download a ZIP file with the ScalpingAI files from the website and manually copy them to the MT4 Data Folder. To open the data folder, in MT4 select File -> Open the data folder.

Unfortunately no. ScalpingAI requires a desktop version of MT4 running on Windows / Mac OS / Linux. On Android / iOS tablets only the mobile version of MT4 works, which does not support such add-ons. Alternatively, you can use a VPS on which you install MT4 and connect to it from your tablet.

• Ensure that MT4 from Orbex is installed in the default location.
• If the problem persists, you can indicate in the installer the address of the MT4 data folder where you want to install the programmes. To open the data folder, in MT4 select File -> Open the data folder.
• If you have left the default folder on the desktop in the installer then you can copy files from it to the Data Folder yourself.

• Download the installation file from the website: https://www.fxware.pl/scalpingai.
• Close the MT4 platform before installation.
• Start the installer and follow the instructions.
• Once the installation is complete, restart the MT4 platform.
• In MT4, drag the Strategy Start_ScalpingAI_EN on the chart of the instrument you wish to trade.

This means that your account does not meet the minimum requirements. Make sure you meet them - details can be found here.

You cannot run two strategies on one chart. However, you can open an additional chart of the same instrument and use other tools.

It is recommended to use the default templates provided with ScalpingAI to ensure that all functions work correctly.

No, Range Bar charts in ScalpingAI are generated on the M2 Offline interval and this cannot be changed.

In the current version, it is not possible to permanently disable these elements. You can temporarily remove them from the object list (Ctrl+B), but they will reappear once the platform is restarted.

Yes, you can change the scale of the interface in the strategy settings. However, you cannot move the panel to a different location. This will be available in the next version.

No, in the current version ScalpingAI only works on MetaTrader 4.

In the current version, ScalpingAI does not send alerts about candlestick signals. You only receive alerts when the price reaches a Fibo zone.

1. Open a chart of the instrument you wish to trade (note that on some accounts you can only trade on instruments with a dot, e.g. EURUSD).
2. Drag the strategy onto the chart Start_ScalpingAI_EN out of the window Navigator.
3. ScalpingAI will automatically open an offline chart from the Range Bar (M2 Offline).

• In the strategy Start_ScalpingAI_EN on the M1 chart, you can choose between two predefined Range Bar size settings: Speed Scalping i Tactical Scalping.
• SL and TP are automatically calculated as multiples of 5 x the size of the Range Bar.
• In the future PRO version, it will be possible to change these parameters freely.

Yes, ScalpingAI uses Range Bar charts that are generated on the M2 Offline interval. You cannot change this interval to the standard M1, M5 etc.

• Ensure that MT4 was closed during installation.
• After installation, restart MT4.
• If you still do not see a strategy, refresh the strategy tree or restart the platform.

In the current version, ScalpingAI does not use external volume (e.g. from ClusterDelta). It works on the basis of the data available in MT4.

• In MT4, press Ctrl+U or select Symbols from the right-click menu in the list Instruments.
• Select an instrument category with a dot (e.g. Forex Majors).
• Double-click on the instrument you are interested in to add it to the list.
• Open the chart of this instrument.

Ensure that:

• The instrument is available for trading at the broker. If it is not possible to place any trades on it during market hours, it means that trading is disabled on that instrument. In an attempt to place a trade, the entry [Trade is disabled] then appears in the Log tab in the Terminal.
• Applies to some accounts - check whether you use an instrument with a dot at the end of the name (e.g. EURUSD.). Some accounts have two lists of currency pairs - names with and without a dot, e.g. EURUSD. and EURUSD - you can then trade on those with a dot in the name.

This may be due to computer overload. Try:

• Close unnecessary charts or applications running in the background.
• Ensure that your computer meets the minimum hardware requirements (at least 8 GB RAM and a newer processor recommended).
• Wait patiently.

Find out what requirements your account must meet - more information here.

Ensure that:

• Automatic position opening is enabled (Auto Buy/Sell buttons are on "ON").
• You no longer have an open position on this instrument (ScalpingAI allows one automatic position at a time).
• The conditions of the strategy are met (e.g. price in Fibo zone, relevant trend).

In the current version, ScalpingAI allows one position to be opened automatically at a time. In the future PRO version, it is planned to increase this number (to a maximum of 3 positions).

Yes, you can change the lot size in the strategy settings. However, keep in mind the minimum lot sizes for each instrument.

ScalpingAI is a semi-automatic tool. It allows one position to be opened automatically when the conditions of the strategy are met. Decisions to manage and close a position are left to the discretion of the trader.

Yes, ScalpingAI takes into account candlestick signals, Fibo zones (if enabled) and trend direction (if enabled) to filter and generate trading signals.

ScalpingAI focuses on fixed position trading, which is specific to scalping. If you need more advanced position size management features, we recommend our panel FX Harvest PRO, which can, among other things, count the position according to % risk, risk amount and margin.

Yes, all comments and suggestions are welcome. They help us to improve the software.

Yes, in the PRO version, there will be additional features and opportunities to customise the strategy, such as parameter modification or the ability to open more positions.

• You can join our groups on Telegram.
• In more complex cases, report the problem using the form on the website: https://www.fxware.pl/pl/zglos-problem/. Please describe the problem in detail and attach screenshots and log files from the MT4 platform.