Hi Kikidora,
It sounds like the EA is not properly installed.
For MT4 make sure the Auto Trading button in the tool bar is pressed and then re-install the EA on the chart.
For MT5 make sure the Algo Trading button in the tool bar is pressed and then re-install the EA on the chart.
If this doesn’t help please provide a screenshot of the price chart so I can see what is going on.
Kind regards,
Alan