Customer Support

Find answers to common questions below

General Questions

Is the installation difficult?

Is the installation difficult?

Absolutely not. It is just like installing any other indicator or expert advisor in your metatrader data folder. Before purchasing, make sure to download any of our free indicators or EAs to learn how to install them.
Do I have to pay for future updates?

Do I have to pay for future updates?

Not at all. Updates will always be free for previous customers.
How do I download future updates?

How do I download future updates?

When an indicator or expert advisor is updated, you will receive a notification email. All you need to do is visiting your private download link again, and downloading the update to your computer. The email notification might land on your spam folder if you do not whitelist our emails, so please do.
What Metatrader version do I need?

What Metatrader version do I need?

At least Metatrader4 b600 is required for all of our products.
Can I get the source code of the product?

Can I get the source code of the product?

No, you can't. Only .ex4 files are distributed, for obvious reasons.
Can I run these indicators/EAs on Mac OSX?

Can I run these indicators/EAs on Mac OSX?

There is no native Metatrader version for Mac OS X. In order for our indicators to operate properly, you need to virtualize windows on your mac using VMWare or Parallels Desktop. Emulating it with Wine or similar will cause MT4 not to function properly, as the underlying operating system is missing.
Do you offer discounts?

Do you offer discounts?

We make special discounts from time to time, stay tuned! We can also make a discount if you buy several items in a single order, drop us a line!
Do you offer discounts for mql5.com purchases?

Do you offer discounts for mql5.com purchases?

No, we don't. The site mql5.com does not support discount codes.
Do you offer demos or trials?

Do you offer demos or trials?

Yes, we do! You can download demos of almost every product, but we do not offer fully-functional trials because our support costs would skyrocket.

Licensing Questions

How is licensing performed?

How is licensing performed?

Licensing is dynamic and is performed via the network. Once every 24 hours, your indicator or EA will perform a license check against our server. If the check is positive, no other check will be made until the next day. If the license check fails, you will get a messsage in the expert tab of the terminal.
What does a license include?

What does a license include?

One license allows usage from 1real+1demo account per day, which is a natural cycle of 24 hours. Each 24 hours the indicator or EA will check the license status, store the result and check back in other 24 hours. Each purchase has wiggle room for two more live and demo accounts to avoid service interruption. So, in reality, one license will support 3real+3demo account usage per day.

Licensing is based on accounts, not computers. So you can trade your accounts from unlimited computers. You don't have to tell me your account numbers or anything like that, the licensing system handles the issue. You just use the .ex4 file and move it around your platforms, and as long as you enable DLL calls in all of them, you won't notice you are using a licensed indicator.
Can I trade from several computers?

Can I trade from several computers?

Yes, you can. For example, you can trade your account from your home and your office without an additional license.
Can I trade from several accounts?

Can I trade from several accounts?

With one license, you can trade one demo and one real account per day. If you need more licenses for your personal use only, drop us a line and we will work something out.
Do you need my broker account details?

Do you need my broker account details?

Not at all. We won't ask you for your broker account number.
What about purchases made in mql5.com?

What about purchases made in mql5.com?

The metatrader market has a different licensing system. Each purchase includes 100 activations, which means you can install the indicator or EA in 100 different computers. To activate the tool in other computer, enter your mql5.com credentials in the "community" tab of the options, and proceed to the market tab to activate the tool again.
How do I download a tool from mql5.com again?

How do I download a tool from mql5.com again?

To activate the tool in other computer, enter your mql5.com credentials in the "community" tab of the options, and proceed to the market tab to activate the tool again.

Indicators

Which are the best parameters?

Which are the best parameters?

When it comes to indicators, optimization is not really necessary. The best parameters are the default parameters: that is why they were selected as such by the developer. Most of the indicators have built-in statistics which goal is to help you find the best parameters by yourself.
I want to trade M1, M5 and M15

I want to trade M1, M5 and M15

No indicator will really help you to trade M1, M5, M15 and other small timeframes, because transaction costs in these timeframes (the sum of spread, commission and slippage) represent already several times the ATR (Average True Range) of the chart. So basically you are giving up from 3 to 5 average bars in transaction costs, for each trade. Not good. Your odds would much better on a french roulette.

Brokers usually try to lure clients to trade M1, M5, M15 and M30 charts to accelerate their income, so they can make more money in a shorter period of time. If they could, they would lure you to trade nanosecond charts. But this is not good for you: you want your trade cost and the potential profit to have the smallest ratio possible. Consider trading higher timeframes and using small timeframes only for timing reference.
Does it work on renko charts?

Does it work on renko charts?

All indicators will load into an offline chart, but there is no point. Renko charts are not price action, but an over-simplification of reality: the market is bidimensional, price and time are just as important. If you use renko charts, our indicators will not be useful to you.
Does it work on offline mode?

Does it work on offline mode?

No, it won't. All of our products require you to be connected to your broker account. If you are not connected to your account, the indicator will not load.
Does it implement alerts?

Does it implement alerts?

Yes! All indicators implement visual, sound, email and push alerts.
How do I configure mail alerts?

How do I configure mail alerts?

Metatrader uses your own mail server to send email alerts. You must enter your mail server and credentials into your metatrader settings. Then, enable mail alerts in the indicator inputs.

Expert Advisors

How does the trailing-stop work?

How does the trailing-stop work?

All the EAs in the site implement the same Trailing Stop logic. The trailing stop is expressed as a percentage of the profits of the trade being managed. For example, with a 25% Trailing-Stop value, the actual trailing stop will be 25 pips when the trade is 100 pips in profit, but 250 pips when the trade is 1,000 pips in profit. This allows the profits to run and the trailing-stop remain proportional to the trade profit. You can't set a trailing stop in pips, but you can set the trailing *step*, which is the minimum increase possible to update the stop-loss. This acts as a filter to send an OrderModify() request to the broker each tick. For instance, if you set a trailing-step of 5 pips, the SL will only be updated if it is to change its value by 5 pips.
What account leverage do I need?

What account leverage do I need?

Kindly note that the leverage the broker offers and the one you actually allocate are different things. The broker might be offering 1:1000 leverage or 1:100 for that matter, but it is very unwise to allocate it all. A simpler example: if you go to McDonalds, you can very well buy and eat 100 burgers, but you'll probably die of indigestion if you do. Our EAs never allocate much leverage to avoid problems.

The definition leverage in use is total net exposure in account currency, divided by account equity. Our EAs try to stay in the conservative spectrum of leverage use. In some cases, you might force a more aggressive behavior using the EA inputs.
I want to make 100% per month

I want to make 100% per month

Consider the possibility that your expectations are unrealistic. The best hedge funds in the world make around 30% per year, but you want to make several times that: you might succeed but chances are that not for long. It will probably lead you to make excessive use of leverage and eventually you'll suffer a loss difficult to recover from.
How can I change the order comments?

How can I change the order comments?

Look for an input parameter called "Custom Comment" in the EA inputs, and type your desired order comment string.
What is the magic number?

What is the magic number?

The magic number is a numeric signature the EA uses to recognize its own trades. It is recommended to leave the default magic number of the EA, unless you are running several experts and know what you are doing.
What is the slippage?

What is the slippage?

Slippage is the difference between the expected price of a trade, and the price the trade actually executes at. Slippage often occurs during periods of higher volatility. The slippage parameter instructs the broker which is the maximum slippage, in points, you are willing to accept for your trades. If the broker can't fill your order inside your desired slippage, you will get a requote and the order won't be filled.

Troubleshooting Indicators

The indicator does not work

The indicator does not work

Kindly note that "it does not work" is not a proper problem description and gives no useful information towards solving the issue, as it can mean a myriad of different things. Kindly narrow down the problem using the next possible items in the Troubleshooting section.
I don't see the indicator listed on MT4

I don't see the indicator listed on MT4

Kindly note that since the Metatrader4 b600 update, indicators are no longer stored in C:/Program_Files/Metatrader/experts/indicators. Instead, indicators must be saved in the data folder of Metatrader4.

Follow these steps.
1) Open Metatrader.
2) Click File - Open Data Folder. A browser will open.
3) Store the .ex4 file in mql4/indicators.
4) Restart MT4.
The indicator loads but displays nothing

The indicator loads but displays nothing

If the indicator displays nothing, make sure of the following.

1) Make sure to enable DLL Calls in your platform
2) Make sure to be connected to your broker account
3) If you have renamed the indicator file, restore the original filename
The indicator is missing functionality

The indicator is missing functionality

Some indicators are recursive and call themselves. Make sure to have saved the indicator in mql4/indicators, and not in a sub-folder. If the indicator is in a sub-folder, the recursive call will fail and some features of the indicator will be missing.
The indicator crashes my metatrader platform

The indicator crashes my metatrader platform

Some indicators, like the Scanners, iterate all the symbols listed in your Market Watch. If a scanner crashes your platform, please remove all the symbols you do not intend to trade from the Market Watch of your platform. If on the other hand, a chart indicator crashes the platform, make sure it is saved in mql4/indicators and not inside a sub-folder, as some of them use recursion to calculate or to draw a dashboard.
I get a "DLL not allowed" error

I get a "DLL not allowed" error

Make sure to enable DLL calls in your metatrader plaform.
I get a license denied error

I get a license denied error

The indicator filename has your license number appended to it. If you renamed the indicator file the license check will fail. If so, please restore the original filename of the indicator. If the problem persists, you might be behind a firewall and you should look into that.

Troubleshooting Expert Advisors

The EA does not work

The EA does not work

Kindly note that "it does not work" is not a proper problem description and gives no useful information towards solving the issue, as it can mean a myriad of different things. Kindly narrow down the problem using the next possible items in the Troubleshooting section.
I don't see the EA listed in MT4

I don't see the EA listed in MT4

Kindly note that since the Metatrader4 b600 update, EAs are no longer stored in C:/Program_Files/Metatrader/experts. Instead, indicators must be saved in the data folder of Metatrader4.

Follow these steps.
1) Open Metatrader.
2) Click File - Open Data Folder. A browser will open.
3) Store the .ex4 file in mql4/experts.
4) Restart MT4.
I don't see a smiling face on the chart

I don't see a smiling face on the chart

A sad face or an X on the top-right corner of the chart means expert advisors don't have trading permissions in your platform. Please enable trading permissions for expert advisors in your platform.
The EA loads but displays nothing

The EA loads but displays nothing

If the EA loads but displays nothing, make sure of the following.

1) There must be a smiling face at the top right corner of the chart
2) Make sure to enable DLL Calls in your platform
3) Make sure to be connected to your broker account
4) If you have renamed the EA, restore the original filename
I get a "DLL not allowed" error

I get a "DLL not allowed" error

Make sure to enable DLL calls in your metatrader plaform.
The EA is not placing trades

The EA is not placing trades

Make sure to have a smiling face at the top-right corner of the chart! If you see a sad face or an X, it means that you must enable trading permissions for expert advisors in your platform. If you have done so, make sure the market is opened and not off-quotes. If the chart is receiving quotes, make sure the symbol is tradeable, because some brokers have non-tradeable instruments, which are grayed out in the market watch dialog. Some EAs require settings to trade, and others do not trade very often and require some patience.
I get a license denied error

I get a license denied error

The EA filename has your license number appended to it. If you renamed the EA file the license check will fail. If so, please restore the original filename of the EA. If the problem persists, you might be behind a firewall and you should look into that.
The EA does not run in the Strategy Tester

The EA does not run in the Strategy Tester

First make sure the EA has the proper settings to trade: not all EAs trade with default parameters with any account size. If the settings are ok, make sure you have the complete price history downloaded for the symbol you want to test. To download the complete price history, use the MT4 History Center.

1. Click on TOOLS -> HISTORY Center. A dialog will pop up.
2. Download the price history for all timeframes (click they greyed out icons)
3. Click on DOWNLOAD: this will calculate and sync the price history.
4. Restart Metatrader and try again.
5. Check the journal tab for errors while testing.

Orders and Delivery

How are orders delivered?

How are orders delivered?

After the purchase, a permanent download link is sent to your inbox from which you can download your indicator or EA. This link will always be available in the future, should you need to download the product again.
How long does delivery take?

How long does delivery take?

The delivery is automatic and should only take up to 20 minutes to arrive to your inbox or spam folder, but if the mail delays it can take a few hours. Please check your spam folder as well, as the delivery email might be filtered as spam by your email provider.
I did not receive my download link

I did not receive my download link

If you bought a product and did not receive the download link in your inbox or spam folder after 20 minutes, open a support ticket. If you requested a free download and the delivery email did not arrive to your inbox after 20 minutes, several things might have happened. Possible causes are listed below, in order of likelihood.

1) You might have mistyped your email
2) The email might have landed in your spam folder
3) You might have unsubscribed from my mails previously
4) You might have reported my emails as spam in the past
5) Your email server might have blocked the email thinking it is spam

If the delivery email is not in the spam folder, please try to download the tool again using another email address. Please note that if you received a free indicator/Ea delivery in the past and downloaded it from the site, your email would be already whitelisted and you don't need to receive additional emails to download anything. If the latter is the case, you only need to fill the order page and you'll be taken directly to the download page.
I lost my download link(s)

I lost my download link(s)

You can recover the download links for all your purchases here.
The files are downloaded as .txt instead of .ex4

The files are downloaded as .txt instead of .ex4

When presented with the .ex4 file to download, Internet Explorer wrongfully assumes it is a textfile and renames it as .txt before downloading it. Kindly consider using other browser, such as Firefox or Chrome, to avoid this problem. Other solution is restoring the .ex4 extension, by renaming the file after it has been downloaded.

Payments and Refunds

What payment methods are accepted?

What payment methods are accepted?

We accept credit card, debit card, Paypal, Skrill, Alipai, Bitcoin, Ethereum and Litecoin.
How do I ask for a refund?

How do I ask for a refund?

To ask for a refund within the 7-day money back period, drop us a line with your order number and the refund will be issued in the next 15 days. Kindly note that purchases made with a discount code are not eligible for a refund, as stated in the terms and conditions and also in the checkout page.
What can I do out of the refund guarantee?

What can I do out of the refund guarantee?

If you are out of the refund guarantee, we can offer you a swap-to-other-product guarantee instead, which is the next best thing. Open a support ticket and choose any other product/s from the site of equal or combined face to receive instead.
My payment has been declined

My payment has been declined

It is possible that our payment provider blocked your payment for whatever reason. Many apologies. Open a support ticket and we'll send you a custom invoice via Paypal or Skrill.
Can I refund a purchase made in mql5.com?

Can I refund a purchase made in mql5.com?

No, you can't. The refund policy is only applicable to purchases made in pointzero-trading.com. The metatrader market does not give sellers the option to cancel the licenses and refund the order.

Can't find what you are looking for?

CONTACT US

Customer Support

Find answers to common questions below

General Questions

Is the installation difficult?

Do I have to pay for future updates?

How do I download future updates?

What Metatrader version do I need?

Can I get the source code of the product?

Can I run these indicators/EAs on Mac OSX?

Do you offer discounts?

Do you offer discounts for mql5.com purchases?

Do you offer demos or trials?

Licensing Questions

How is licensing performed?

What does a license include?

Can I trade from several computers?

Can I trade from several accounts?

Do you need my broker account details?

What about purchases made in mql5.com?

How do I download a tool from mql5.com again?

Indicators

Which are the best parameters?

I want to trade M1, M5 and M15

Does it work on renko charts?

Does it work on offline mode?

Does it implement alerts?

How do I configure mail alerts?

Expert Advisors

How does the trailing-stop work?

What account leverage do I need?

I want to make 100% per month

How can I change the order comments?

What is the magic number?

What is the slippage?

Troubleshooting Indicators

The indicator does not work

I don't see the indicator listed on MT4

The indicator loads but displays nothing

The indicator is missing functionality

The indicator crashes my metatrader platform

I get a "DLL not allowed" error

I get a license denied error

Troubleshooting Expert Advisors

The EA does not work

I don't see the EA listed in MT4

I don't see a smiling face on the chart

The EA loads but displays nothing

I get a "DLL not allowed" error

The EA is not placing trades

I get a license denied error

The EA does not run in the Strategy Tester

Orders and Delivery

How are orders delivered?

How long does delivery take?

I did not receive my download link

I lost my download link(s)

The files are downloaded as .txt instead of .ex4

Payments and Refunds

What payment methods are accepted?

How do I ask for a refund?

What can I do out of the refund guarantee?

My payment has been declined

Can I refund a purchase made in mql5.com?

Can't find what you are looking for?