Common Issues

Below you will find solutions to the most common issues Gilito AI users encounter. Each section covers a specific problem with step-by-step troubleshooting instructions.

"I can't sign in to my account"

Gilito AI supports email and password login as well as social login via Google, Apple, and LinkedIn. If you are having trouble signing in, try the following steps:

1. Check your email and password. Make sure you are entering the correct email address and password. Check for typos and ensure Caps Lock is off.
2. Reset your password. If you forgot your password, click the Forgot password? link on the sign-in page. Enter your email and we will send you a password reset link. Reset links expire after 15 minutes.
3. Check your spam/junk folder. Password reset emails sometimes get caught by spam filters. Look for an email from Gilito AI ([email protected]) in your spam or junk folder. If you find it there, mark it as "Not Spam" so future emails arrive in your inbox.
4. Use the correct sign-in method. If you signed up with a social provider (Google, Apple, or LinkedIn), you need to click the same provider button to sign in. You cannot use email and password unless you have set a password in your account settings.
5. Try a different browser or clear cache. Cached data from a previous session may cause issues. Clear your browser cache and cookies for tio.gilito.ai, or try a different browser.
6. Whitelist our sender. If you are not receiving password reset or verification emails, add [email protected] to your email contacts or safe sender list.

"My signals haven't updated"

Gilito AI signals are computed daily after market close. They do not update in real-time during market hours. Here is what you should know:

• Signals update once daily after the market close for each exchange. For US markets, this typically means signals are refreshed in the evening (Eastern Time). European markets update after their respective closes.
• Weekends and holidays: Signals do not update on days when markets are closed. The most recent signal remains valid until the next trading day's close.
• Processing time: After market close, backtesting and signal computation can take 1-3 hours depending on the number of assets and strategies being evaluated. If signals have not updated within 4 hours of market close, there may be a processing delay.
• Check the signal date: Each signal displays the date it was computed. If the date matches the last trading day, the signal is up to date.

"I can't add more items to my watchlist"

This means you have reached your plan's watchlist asset limit. Each plan has a maximum number of assets you can track:

• Free plan: 10 watchlist assets
• Pro, Advanced, Enterprise: Unlimited watchlist assets

To resolve this, you can:

1. Remove assets you no longer need from your watchlist to free up slots.
2. Upgrade to the Pro plan or higher for unlimited watchlist assets. See Plans & Pricing for a full comparison.

"Strategy results are missing for an asset"

There are a few reasons why strategy results might not be available for a particular asset:

• Insufficient historical data: Strategy backtesting requires a minimum amount of historical price data (typically at least 6 months). Recently listed assets or assets with gaps in their price history may not have enough data for reliable backtesting.
• Backtests run daily: Strategy results are computed in batch after market close. If an asset was recently added, results may not be available until the next backtesting cycle completes.
• Asset not yet covered: Gilito AI progressively expands coverage. Some assets within a market index may not yet be included in the backtesting pipeline.
• Low liquidity assets: Assets with very low trading volume may be excluded from backtesting because the results would not be statistically meaningful.

"My portfolio performance seems wrong"

If your portfolio performance numbers do not match your expectations, consider these common causes:

• Verify entry prices: Double-check the entry prices you entered for each position. Even a small difference in the entry price can significantly affect performance calculations.
• Dividends are not included: Gilito AI portfolio performance is calculated based on price returns only. Dividends, stock splits, and other corporate actions are not automatically factored into the performance calculation.
• Check position sizes: Make sure the number of shares or units for each position is correct.
• Currency effects: If your portfolio contains assets denominated in different currencies, exchange rate fluctuations can affect the aggregate performance.
• Price data timing: Portfolio valuations use the most recent available closing prices. Intraday price movements are not reflected until after market close.

"I can't create an API key"

API key creation is restricted to workspace admins. If you cannot see the option to create an API key, it means your account has the "user" (standard) role. Only users with the super-admin or account-admin role can create and manage API keys.

To resolve this:

• Ask your workspace super-admin or account-admin to either create an API key for you, or to upgrade your role to account-admin.
• If you are the workspace owner and still cannot create API keys, try signing out and back in to refresh your session.

For more information about roles and permissions, see Team & Workspace.

"Agent notifications not arriving"

If your agents are not sending notifications as expected, check the following:

1. Verify the agent is active. Go to your agents list and confirm the agent is enabled (not paused or disabled).
2. Check trigger conditions. Review the agent's conditions to make sure they are configured correctly. An agent will only fire when all its conditions are met.
3. Check your email spam folder. Agent email notifications may be caught by spam filters. Look for emails from Gilito AI in your spam/junk folder.
4. Review notification settings. Make sure your notification preferences in Settings have email notifications enabled for agents.
5. Agents evaluate daily. Agents run after the daily backtesting cycle completes. They do not evaluate in real-time. If you just created an agent, wait until the next market close and processing cycle.
6. Check agent limits. If you have reached your plan's agent limit, existing agents continue to run, but make sure the specific agent you are expecting notifications from was created before you hit the limit.

"Page is loading slowly"

If the Gilito AI dashboard is loading slowly, try these steps:

1. Refresh the page. A simple page refresh (Ctrl+R or Cmd+R) often resolves temporary loading issues.
2. Clear your browser cache. Cached data from a previous version may cause conflicts. Clear your browser's cache and cookies for tio.gilito.ai, then reload.
3. Try a different browser. If the issue persists, try accessing Gilito AI from a different browser (Chrome, Firefox, Safari, or Edge) to rule out browser-specific issues.
4. Disable browser extensions. Ad blockers, privacy extensions, or VPNs can sometimes interfere with page loading. Try disabling them temporarily.
5. Check your internet connection. Slow or unstable internet connections can affect page load times. Try loading other websites to confirm your connection is working normally.
6. Try incognito/private mode. This loads the page without any cached data or extensions, which helps isolate the issue.