Help needed I have set up signal and its showing as active. However it is not copying the trades

Has anyone got advise for me 

I set up new account in MT5 and also set up MQL5 account and put money in to enable to subscribe.     I have subscribed to a signal provider many people are using its showing up as active subscription but its not copying the trades.    Subscription service have looked at it and they cannot advise what is wrong and told me to contact MQL5 but help desk here is non existent.

I watched the video on how to subscribe and followed.

Does any one have advise what to check 

Thank you in advance.

If you have deposited $50 and then subscribed to a signal then the cost of the signal will be locked in your account for a short while I think.

If you don't cancel the signal, ( I don't know how long they allow for this) the money will be transferred to the signal provider's account.

Thank you I cannot get the signal and provider see how to help they told me to check here.

I followed all on the video link it gjust not copy any signal.   I can see the trades being made in the providers activity on this site but does not copy anything to my account.

Do you know who can help me in this