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Troubleshooting · 2 min read
I purchased but Studio says locked
Refresh, check My strategies, then contact Support with receipt.
Beginner note: These guides fix common access and setup issues — try each step before contacting Support.
Troubleshooting guide
Work through these steps in order. If the issue persists, note what you tried and contact Support.
- 01Refresh the page or sign out and back in.
- 02Open My strategies — ownership is authoritative.
- 03Wait up to 5 minutes after checkout for webhook processing.
- 04Email support with receipt and listing name if still locked.
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What beginners ask next
Short answers to the question you probably have right now — tap to expand.
I am brand new — where do I start?
Follow Find → Verify → Run: Marketplace, certificate, Studio backtest, optional Runner.
Getting startedHow do I read a certificate?
Start with symbol, timeframe, primary run metrics, assumptions, and trade log — not headline return alone.
Read help articleI paid but Studio is locked
Check you are signed in with the purchase email, refresh My Strategies, then open Help → billing access.
Read help article