Troubleshooting and FAQ

Sign-in and session #

The wallet connects but the app stays signed out. The signature request was not approved. Open the wallet, approve from a fresh click, and return to the tab. Rejections are treated as a cancel, by design.

Signed in on one device, not another. Sessions are per browser. Sign in separately; there is no shared cookie across devices.

"Session expired". Sessions have a fixed lifetime. Sign in again — nothing is lost, the account state is server-side.

Balances and positions #

A venue shows zero. Check, in order: the connection status (a key can be valid but missing a permission), whether the funds are in the futures wallet rather than spot, and whether the exchange requires an IP allowlist entry. Confirm on the venue's own site — that is the source of truth.

A position is missing but the venue shows it. Refresh, then re-read. Positions opened outside JW3 appear after a fresh venue read; if they still do not appear, the API key may lack the futures permission.

Orders #

Order rejected: insufficient margin. Reduce size or leverage. The estimate on the ticket is computed from current mark price, which moves.

Order refused with no venue message. A risk gate stopped it: kill switch, autonomy, position cap, leverage cap, daily loss or trade count. Settings → Risk limits shows usage against every cap.

Order placed but not visible. Refresh the venue read. If the venue has it and JW3 does not, run a reconcile; if neither has it, it was never placed.

CLI #

`unauthorized`. jw3 auth status, then jw3 auth login --browser.

`missing scope`. Mint a token with the scope you need; execution needs trade:execute and an account enabled for autonomous execution.

`node: command not found` or version error. Install Node 20+ and open a new shell.

`jw3: command not found` after install. npm's global bin directory is not on PATH.

Full CLI fixes: CLI troubleshooting.

AI clients (MCP) #

Connection fails immediately. Confirm the URL is https://www.jw3.ai/mcp, the method is POST, and the Authorization: Bearer header is present on every request.

`405` on connect. Some clients probe with GET first; the server is POST-only, so that probe failing is expected. Check the actual tool call.

Tools appear but every call fails. The client is not forwarding the header. Test the same call with curl to isolate client configuration from credentials.

Full MCP fixes: Connect your AI client.

Data that looks wrong #

• Check the timestamp. Stale values are labelled; a figure without a current timestamp

is the last known reading.

• Check the venue. JW3 reads from the venue; when the two disagree, the venue wins.
• Check the pair. BTC/USDT on one venue is not the same instrument as a dated future

or a different quote currency.

Getting support #

Include: the surface (app, CLI, MCP), the exact command or action, the error text, your platform, and the approximate time in UTC.

Never include: seed phrases, private keys, API secrets, access tokens or credentials.json contents. Redact them as <redacted> — support will never need them, and anyone who asks for them is not support.

Known limitations #

• Some venues do not expose historical fills beyond a limited window; older activity has to

come from the venue's own export.

• Not every venue supports native brackets or trailing stops; where it does not, exits are

armed immediately after the fill and the ticket says so.

• Analysis engines can be wrong. They are decision support, and no output is a guarantee.