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MT4 EA trailing stop not working

Hi everyone, I'd be glad for a little help here as I'm pulling my hair out! I have an EA that works for the developer (it's sold here and apparently works for everyone), but for me the trailing stop and trailing stop trigger point isn't working - in my MT4 backtests it doesn't work, and in visual

Purchased EA not in Market tab

I purchased an EA and it isn't in my MT4 Purchased tab. I am logged into my MQL5 community account in MT4, and have tried exiting and re-logging in - nothing works. Any advice