An account stopped syncing

A connected account has gone quiet. Before assuming a fault, note that Alltra polls rather than streams for most platforms, and that the interval widens when an account is not trading — so “nothing new for two hours” on a quiet account is the system working as designed.

What an expired session does

Brokers end sessions on their own schedule and Alltra cannot renew one on your behalf. When a request comes back refused, the connection is marked as needing re-authorisation, every queued sync under it is cancelled, and every account on it shows the amber Reconnect control. Cancelling the siblings is deliberate: one dead credential otherwise produces thousands of failed sign-ins a day against a broker that will eventually lock you out for it.

Nothing is lost while this lasts. A gap in sync is fills not arriving, not a hole in what you already hold, and the fills are still at your broker.

What Reconnect actually does

• “Connection renewed. Syncing resumes on the next run.” — the session was renewed silently, which some platforms allow. There is nothing else to do — the next scheduled pass collects everything missed.
• “This account has to be re-linked with the broker before it can sync again.” — a silent renewal was not possible. There is no re-link screen inside the product for this yet, so this message is where the product stops and where asking in the Discord is the right next step.

Why new trades are not instant

Each account is polled on a cadence that follows how recently it traded, and the wait doubles after each pass that returns nothing. An account you traded ten minutes ago is checked frequently; one that has been idle for a week is not, until it trades again.

Traded within 6 hours

5 min

Within 2 days

15 min

Within a week

1 hour

Quiet for longer

24 hours

You can always press Sync on the account row rather than wait. That is limited to once a minute per account, and the job it starts is queued ahead of the scheduler’s own passes, because someone is watching this one.

What to check, in order

1. 1Open Trading accounts and look at the row — an amber control means the connection needs re-authorising. Press it and read which of the two answers you get.
2. 2Check the other accounts at the same broker — all quiet together is a credential. One quiet among several is that account specifically.
3. 3Press Sync and read the notice — a success reads “Sync queued” with a short job reference, and says the trades appear once it finishes. That reference is worth keeping if you end up writing to us.
4. 4“Reconnect this account before syncing.” — the account needs re-authorising first — this refusal comes before every other check for exactly that reason.
5. 5“This account is not connected for automatic syncing.” — the account was added by hand or its firm has no automatic route. Trades come in from a CSV or from the Add Trade drawer, and there is nothing to reconnect.
6. 6A sync that is already running — a second press while one is in flight is refused rather than starting a second job, because two syncs interleaving one account’s fills would produce two different answers.
7. 7Wait one cadence and look again — a quiet account on a long interval is the commonest false alarm. Trade on it and it moves back to the frequent tier by itself.

History arriving in pieces after you link

Linking an account plans its backfill in chunks, newest first, and works through them one at a time rather than all at once. So the last few days appear quickly and older months fill in behind them. How far back it goes is bounded by what the platform will serve and by when the account itself was opened — a broker that only keeps ninety days cannot be asked for more, and the rest comes in from a CSV.

A new account at a firm you have already connected — a funded account after a passed evaluation, for instance — is discovered on its own, at most once a day. Some platforms cannot list accounts at all, and there you link the new one directly.

What runs in the background

Alltra periodically reconciles what it holds against what the broker reports — both the money and the open position. Holding fewer fills than the broker says exist queues a targeted re-pull of that window automatically, so an ordinary gap heals without anyone noticing. Holding MORE is proposed for review rather than merged, because deleting a fill you really made cannot be undone.

When to tell us

When Reconnect says the account must be re-linked; when a connection drops again within a day, which is not the ordinary expiry; or when a sync has been queued for hours with nothing arriving. Send the account name and the job reference from the queued notice.