Account went offline — how to reconnect
Why an exchange account appears offline in Pilotbot and how to restore the connection so the pricing layer continues to update your prices.
Pilotbot Team
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If an exchange account appears as offline in Pilotbot, it means the system has temporarily lost connection to that exchange and cannot update those ads until the connection is restored. Almost always, the reason is the API key, and it is resolved quickly.
Why does an account go offline?
The most common reasons are:
- The API key was deleted or expired on the exchange's side.
- Key permissions have changed — for example, necessary permissions were disabled.
- The IP restriction no longer matches — if the key is bound to specific IP addresses and they have changed, the exchange rejects the requests.
- A temporary connection failure with the exchange — usually, such failures resolve themselves in a short time.
A brief connection failure does not turn off your ads. Pilotbot is designed so that a short loss of connection does not disable your ads on the exchange — only the user can do that.
How do I reconnect the account?
- Check the account status in the sidebar — a warning icon indicates that attention is required.
- If it's a temporary failure, wait a few minutes — the connection often restores automatically.
- If the problem persists, the key likely needs to be replaced. Open Add Account, select the tab of the corresponding exchange, and enter a new API key (create it on the exchange following the guide for Binance or Bybit).
- Ensure that the new key has the correct access permissions and its IP restriction settings contain the current Pilotbot IP addresses.
Is it just my account or is the whole system down?
If only one account is offline, the problem is usually related specifically to the key or connection of that account — it does not mean the entire system is down. Your other accounts continue to operate normally.