Ninjatrader Support response issue

March 16th, 2023, 03:44 PM

I am seeking some advice regarding ninjatrader support. I had an OCO cancellation issue last week where a new position was filled and the OCO order was accepted and then immediately canceled within the same second. This error resulted in my live account having an open position without any protection when the profit order should have been executed successfully. As soon as I realized the error, I initiated a support ticket to brokerage support. Brokerage support provided me the transaction history but has not followed up with me regarding what caused the cancellation. I have reached out several times the last few days, but I have not heard a response. The trace/log files do not indicate any errors. I was also running an identical strategy setup with the SIM101 account, and the stop/profit orders were processed correctly.
Has anyone experienced long delays in getting a response from Ninjatrader support? I tried calling several times but no answer. Any advice on how to contact someone at Ninjatrader.

March 18th, 2023, 09:00 AM

That's not good.

I had an issue last week where I was stopped out of a position on a buy stop and the sell limit was not cancelled and I couldn't cancel it physically on my software. I logged off and then back on and it was then gone/cancelled.

I sent an email to their order desk (not the same address as brokerage support) just to be sure everything was cancelled and received a fairly quick reply.

Ninjatrader Support response issue

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Ninjatrader Support response issue