Check the message shown in FXT AI and compare it with the following common causes.
FXT AI does not open
If FXT AI does not open or shows “We could not start this feature. Try again.” in the English interface, that message alone does not confirm a payment, subscription or Token problem. Do not buy, renew or upgrade a plan solely to resolve an opening error. If you cannot check the Subscription Center, use the support route below and provide subscription details only if available.
You do not have a subscription
Select an available plan on the subscription page before using FXT AI.
Your subscription is suspended
A renewal payment was not completed. Add sufficient funds to your Investment Wallet and renew manually from the Subscription Center.
Your subscription has expired
Place a new subscription order from the subscription page.
You do not have enough Tokens
Check your next reset time or upgrade options in the Subscription Center. Separate Token top-ups are not currently available.
If the issue persists or you cannot check your subscription
For account-specific help, sign in to the Client Portal, open Service Hub from the left navigation menu, select Create Ticket, and choose the category and issue that best match your request. These are English-interface labels.
If none of the available categories or issues matches your FXT AI request, return to the category-selection page and select Launch Live Chat in the English interface to contact the Customer Support Team.
Include:
your customer ID;
your subscription status and plan;
the feature you were trying to use;
the approximate date and time;
the error message; and
a screenshot that does not expose passwords or other sensitive authentication information.