Frequently Asked Questions

Answers to common issues faced by our users

Why is my bot not doing anything after few hours?

How soon a bot opens a new deal (either executing a buy or sell order if the strategy is long or short respectively) will depend on the Entry Conditions configured for the bot. It is common for a bot to take days and even weeks before the prescribed Entry Conditions are met, depending on market volatility.

One of the most important and deciding factor is the bot's interval. The shorter the interval (15m), the higher the chances for the bot to enter into a trade faster. Conversely, the longer the interval (1h to 1D), the longer the bot takes to enter into a trade. There are certain pros and cons to trading between short and long intervals. One of the consideration is the user's risk appetite.

As a general rule of thumb, the shorter the interval (15m versus 1h), the faster the bot will execute the trade.

After I have liquidated a deal, does the bot auto restart?

Yes, if you have manually initiated a deal liquidation, the bot will auto-restart and start to wait for the Entry Conditions to be satisfied before entering a new Deal.

Can CryptoHero support a new trading pair?

Yes, please drop us an email using the contact form found in your CryptoHero account. We will do our best to accommodate the new trading pair.

Why does my bot auto-deactivate by itself?

The most common reason why a bot deactivates automatically is due to insufficient assets required to execute the trade. This usually happens if a user accidentally use the underlying assets for his own trading purpose. Another common reason is that the user increased the bot's allocation for Extra Order after the bot has executed Base Order.

Long Strategy

• The bot encounters insufficient USDT (or the specified quote currency) required to execute a buy order.

• The bot encounters insufficient crypto assets (the base currency) when trying to execute a Sell order upon the Exit Conditions being met.

Short Strategy

• The bot encounters insufficient crypto assets to sell when the Entry Conditions are met.

• The bot encounters insufficient USDT (or the specified quote currency) when trying to execute a buy-back upon the Exit Conditions being met.

Another common reason is due to an invalid API key (such as trading account getting suspended or banned or wrong trading permissions set). Occasionally, this can happen for unknown reasons.

If you are using DYNAMIC order, the bot will add previous profits to the next Deal. Hence, it may seem that you have actually allocated sufficient capital but ,in fact, the bot's internally computed capital is higher. We recommend using STATIC order if you may be reallocating the profits made by the bots. It is also simpler and clearer.

I need help. Who can I contact?

CryptoHero offers several ways for our users to contact us. Please take a look at the various channels below.

• Web Form

• Email (support [at] cryptohero [dot] ai)

• WhatsApp. The link is available in the app.

• Telegram (Please PM @novumgroup)

Our CryptoHero team will strive to respond to your request for assistance within a day.

I am not able to activate my bot. It just does not go to the active state. Why?

One of the most common reason is that the quoted cryptocurrency is insufficient based on the allocated amount configured for the bot. For example, if you have allocated 1,000 USDT to the bot but your actual balance on the cryptoexchange is 500 USDT, then the bot will not start. You will need to either a) reduce the allocated balance or b) increase the balance on your cryptoexchange.

How do I access the Trading Terminal?

Currently, Trading Terminal is a beta feature. Hence, you need to go to Setting > General and switched on the CryptoHero Beta toggle. You will then be able to access Terminal from the left menu.

I have set 1% as the Take Profit level. Why does my bot not do this?

One of the most common reason is the quantity previously bought by the bot (for long strategy) is insufficient for the bot to sell at. This can happen when other bots "dip" into the same pool for their deal executions. Conversely, for a short strategy, the bot encounters insufficient amount of Quoted Currency to Take Profit (buy back the digital assets which were sold).

I have 45.82 USDT in my crypto exchange wallet, why is the Create Bot and Portfolio showing 0 USDT?

CryptoHero will read the AVAILABLE balance from your crypto exchange SPOT wallet. Check to make sure that your USDT is in the SPOT wallet. Sometimes, a user may have his USDT in some margin or P2P wallets.

Another reason is that the 45.82 USDT in the Spot wallet has been reserved for an Open Order. So, even though you have USDT in Spot wallet, the AVAILABLE balance will still show as zero even though the TOTAL Spot balance is 45.82 USDT.

I have 100 USDT available. I have set Allocated Fund to 98 USDT and the Base Order to 100%. The bot made a new Deal but the total USDT used for my Base Order is only 70 USDT. Why?

The most common reason is because of the Dynamic setting. Most probably, the bot encountered a loss of approximately 28 USDT in the previous deal. Hence, for the current deal, it will deduct 28 USDT from your allocated balance and use only 70 USDT for the trade.

I tried to update my bot but encountered this error message: "Some bot settings cannot be updated while the deal is running"?

This happens when the bot has an Open Deal running and you are trying to modify the Trade Parameters. You may only modify the Exit Condition and click the "Apply Changes to existing deal" to apply your latest changes for the bot if there is an Open Deal. If the bot has not opened any deal, you many configure any settings for the bot.

I clicked the withdraw button for USDT in Settings > Paper Wallet, where did the USDT go?

The Paper wallet is NOT a real wallet. Its assets (such as USDT) are fake and meant for you to trade on CryptoHero's Paper exchange. You can add to an asset using Deposit and reduce the asset's quantity using Withdraw.

What is the minimum amount I can trade with CryptoHero?

CryptoHero is not a wallet. It trades, using our bots, using the assets available in your crypto exchange account. Hence, the minimum amount which you can trade depends on the minimum requirement as determined by the crypto exchange. Please consult your crypto exchange regarding the minimum quantity of assets you can trade.

However, we recommend around 15 to 20 USDT worth of tokens for each trade.

I received an email from CryptoHero stating an error message "API Key Invalid" or "No Permission Granted". Why?

This happens when your API key with the exchange becomes unusable due to the following reasons:

• No trading permission has been enabled. Solution: Enable trading permission.

• API Key has become invalid. This may happen after some time for unknown reason. Solution: Generate a new set of API keys

• Verification did not complete. Solution: Complete verification/KYC process with the exchange.

Why does this error message always appear "[INSUFFICIENT BALANCE] (Min Base and Extra order volume: 10 USDT)", even though fund allocation already more than 10 USDT

This can occur if the amount for your Base Order and/or Extra order is less than 10 USDT. So, even if you have allocated 15 USDT to the bot, but if the Base Order is set at 50% (7.5 USDT), it will not work. Each Base Order and each Extra Order must have 10 USDT each in trade size.

The 10 USDT is the minimum trade size required by many exchanges such as Binance.

What is the meaning of "min notional value" in the email message from CryptoHero?

This means that the order amount is less than the minimum trade amount required by the crypto exchange.

My bot bought 0.006 token but sold only 0.005 of the same token. Why?

This is caused by the maximum allowable decimal places allowed for a token as set by the crypto exchange. For example, a bot bought 0.005995 quantity of the token. On CryptoHero, it is shown as 0.006 after rounding off. However, the exchange has a three decimal limit for the order. This means any quantity such as 0.005995 or even 0.0059 will be considered invalid by the exchange. Hence, CryptoHero will have to "drop" the values from the fourth decimal place onwards. This caused the bot to be able to sell only 0.005 quantity of the token resulting in a "wastage" of 0.000995 quantity of the token.

Unfortunately, this issue occurs with most crypto exchanges. Over time, trading with the same token repeatedly will result in "untouchable" amount of the remnant tokens. Experienced traders call this the "tip".

My Futures bot encountered a "wrong position side" error. Why is this so?

Please go to your Futures settings page and set the position mode to "One Way". One Way mode is more popular with futures trading and allows the same position to be maintained for Long and Short strategies.