PAMM troubleshooting
These come from real questions sent to support. Find the one that sounds like yours.
Investing and your value
My investment is worth less than I put in
The strategy has lost money since you joined, so each unit is worth less. Trading losses don’t take units away from you. They lower the unit price.
Check Current investment value on your investment page. That’s what it’s worth now. If the strategy recovers, the value comes back up with it. Units, unit price and your value has a worked example.
I see a number that looks like my deposit, but my value is lower
That number is almost certainly Units held, not money. Units are a count of your share. When the unit price is close to 1, the count can look a lot like the amount you put in. Your money figure is Current investment value.
See Your investment page and statement for what each number means.
”Fund not found” when investing or withdrawing
This happened when a strategy was switched to private, and it has been fixed. Refresh Portal and try again. If you still see it, contact support.
The strategy page asks me to sign in, but I’m already signed in
This has been fixed. Refresh the page. If it still happens, sign in at portal.xbtfx.com first, in the same browser, then open the strategy link again.
Invest pages are slow to load
This is usually brief. Wait a minute and refresh. If it lasts more than a few minutes, let us know.
Withdrawing and leaving
My withdrawal hasn’t arrived
Withdrawals aren’t paid straight away. They’re paid at the strategy’s next rollover, and then reach your wallet, usually within a few minutes.
- Open My investments → Pending. If the withdrawal is listed there, it’s still waiting for its rollover. The row shows when that is, in UTC.
- If the rollover time has passed and it’s still under Pending, contact support.
I can’t find Leave fund after withdrawing everything
After Withdraw all, the investment moves out of Current. Go to My investments → Uninvested, open the investment, and scroll to the bottom. Leave fund is there.
Withdrawing and leaving explains the difference between Uninvested and leaving.
Leaving, or removing an investor, was refused
Something on that investment is still in progress: a request or payment that hasn’t settled, or a rollover running right now. Portal blocks leaving and removal until it clears, so money that’s already moving isn’t caught halfway. The message on screen says which one it is.
Wait for it to finish and try again. If it’s still refused after the rollover has finished, contact support with the message you saw.
For managers
Run rollover did nothing, or was refused
Look at the message first. The two usual causes:
- The master account doesn’t have enough free cash or free margin to pay the withdrawals in the queue.
- A payment from an earlier rollover is still settling.
If there’s no message, or no reason next to a Won’t execute row on the Requests tab, contact support. Managing investors and rollovers covers the request queue.
”This needs a Pro account” or “account already has a role”
These come up when you pick an existing trading account as a master account. That happens with MAM and Copy strategies. A PAMM strategy gets a new master account of its own, so you shouldn’t see either message while creating one.
The account you pick has to be a Pro account, and it can’t already be in use as a master or investor account in another strategy. See Copy Trading for the full rules.
My referral wasn’t credited from a strategy link
New clients are only credited to you if your IB tracking ID is on the link,
as ?xbt=YOUR_ID. Check that it’s there and that the client signed up
through that link.
If you’re a strategy partner, you earn from investors who are your clients in the Earn section. If an investor isn’t listed under you there, their investment won’t earn you a share. See Strategy partners.
What to send support
Use the chat in the corner of this page. To save a round trip, include:
- the email address on your account,
- the strategy name,
- your investment account number, for example #2121954660,
- what you clicked or tried to do,
- roughly when it happened, in UTC,
- a screenshot of any message you saw.