Help
Email [email protected] (use subject Keyvey access request if you want to try the plugin). We answer within 1 business day. Include your site address and a screenshot of Keyvey → Health; never send passwords or tokens.
There is no self-serve checkout on this site yet. Pricing on the home page is informational only.
Common questions
A buyer paid but has no license
Open Keyvey → Licenses and find the order. Needs buyer info: add their NinjaTrader email or Sierra Chart account name. Plan limit: upgrade or free a slot; it is granted automatically after. Failed: read the error and click Retry now. NinjaTrader new licenses wait under Manual grants.
Sierra Chart says the account does not exist
The buyer must enter the name shown after Registered To: under Help → About in Sierra Chart, not their email. Fix it on the license and re-queue.
Sierra Chart calls are slow
On purpose. Keyvey spaces out calls because Sierra Chart blocks clients that call too often. A queue of 50 grants takes a few minutes.
Jobs are stuck with "token expired" (NinjaTrader)
NinjaTrader tokens last about 90 minutes. Paste a fresh one under Settings; waiting jobs run on the next queue pass (every 5 minutes).
Nothing happens on a Stripe/Whop/PayPal sale
Check Health: it shows the last event received per source. Make sure the webhook URL and signing secret match and the listed events are subscribed.
The queue never runs
Keyvey uses WP-Cron. If your host disables it, add a real cron job that loads wp-cron.php every 5 minutes. Health shows when the queue last ran.
Sierra Chart list and my sales don't match
Open Reconcile → Compare with Sierra Chart now. Re-sync or remove each row; every fix is logged.
How do I upgrade, downgrade, switch to yearly or cancel?
Keyvey → Settings → Billing → Manage billing opens Stripe's secure page for your subscription. Changes apply at once; when you come back, the plugin picks up the new plan by itself. Cancelling keeps the plan to the end of the period you paid for.
Do I need to paste a new key every month?
No. Once installed, the plugin fetches its renewed key by itself in the days before each renewal. To check right away: Settings → Billing → Check for a renewed key now.
I bought a plan; how do I install the key?
If you started checkout from the plugin, click Install on my site on the confirmation page and confirm. Otherwise copy the key from that page into Settings → Plan key and save.
My plan key is not accepted
Paste the whole key on one line. Keys are locked to one site address. If you moved domains, paste your key on the new site and click Move my plan to this site (once every 30 days).
My payment failed
Stripe emails you and retries the card. Your existing licenses keep working. After the grace period new grants pause until you update your card under Manage billing; they resume by themselves once it's paid.
How do I move to a new site?
Use Import / export to export licenses as CSV, install on the new site, import, then paste your plan key there and click Move my plan to this site.
Where do I get a receipt or invoice?
Stripe emails a receipt for every payment. Past invoices are under Manage billing.
How do I uninstall?
Deactivate and delete the plugin. Your data is kept unless you tick Delete data on uninstall in Settings first.