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.

I have created a bot. However, it has this message "WAITING (ENTRY ~9.5D)". What does this mean?

It means the estimated time (~9.5D = approximately 9 and half day) for the bot to enter into a trade (open a deal) based on market condition and bot's settings. However, this remains an estimate and may change drastically if the market condition changes.

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. This is available in the "Contact Us" link on the left menu (for web app)

  • Email. (admin [at] cryptohero [dot] ai)

  • Forum

  • WhatsApp. This is available in the WhatsApp chat icon in the left menu (for web app)

  • Telegram

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.