A locked control usually means TensorAlgo is protecting a current plan, account-state, ownership, or prerequisite rule. Start with the signed-in state before assuming the feature itself is broken.
Quick checks
- Open Settings → Billing and confirm the current plan and subscription state.
- Compare the feature with the effective limits shown for the account.
- Check whether the feature depends on a Playbook, ownership type, completed trades, payment, or other prerequisite.
- Refresh the dashboard once.
- Sign out and back in if the account was just upgraded or reactivated.
Common reasons a control is unavailable
The current plan does not include the feature or capacity
Plan limits control features such as Playbook capacity, active strategies, streamed symbols, market-context cards, historical lookback, Risk Profiles, CSV Trade Export, and Marketplace publishing.
If the limit is full, the feature can remain unavailable even though the subscription itself is active.
The account's trading access is paused
When the current billing/access state does not allow trading features, TensorAlgo can temporarily apply zero trading capacity until access is restored.
See What happens when trading access is paused.
The Playbook ownership type restricts the action
Rented, purchased, user-created, and system-provided Playbooks can have different available actions. A protected Marketplace Playbook, for example, can restrict editing of the creator's strategy configuration.
The feature needs data or a prerequisite first
Some actions require eligible completed trades, a supported market, a valid Playbook configuration, sufficient credits, or another product-specific prerequisite.
Use the message shown near the action to identify which requirement is missing.
If you recently changed plans
Do not create a second checkout just because the previous feature state is still visible.
- confirm the new plan is active in Billing;
- refresh the dashboard;
- sign out and back in;
- compare the effective limits again;
- allow a short period for the completed billing change to synchronize.
If Billing is active but the feature still does not match the account entitlement, use Subscription active but feature unavailable.
What to include in a Support Ticket
If the control still looks wrong, include:
- the feature or button that is unavailable;
- the current plan shown in Billing;
- the page or Playbook where the problem appears;
- the exact message shown near the control;
- whether the account was recently upgraded, renewed, or reactivated;
- the approximate time the issue occurred.
Do not include full payment credentials or protected Marketplace strategy parameters.