I would like to share the issue i had with Ninjatrader today and i will tell you the attitude of the Ninjatrader team. I am assuming that they are not going to delete this message. Even if they do, i am going to send this message to all other forums. So I don't care.
I have a small account in my Ninjatrader brokerage account. Today I have shorted MES 06-19 and added 1 more. At 20:25 GMT+3 time, i have moved my stop-loss to 2833.25. Price hit that level but did not fill. After 5 minutes, i moved my stop to 2830.25 to stopped out in profits. It didn't work! Nothing happened. My stop did not trigger. It was right there and Ninjatrader could not stop my order.
I have tried to move it again but it was not working. I was in profit something around $20. As I said, it's not a large account. And suddenly, i saw that my trade was stopped out at 2833.25 (by -$12.50 loss). However, it was not. You can see the proofs attached.
But wait... This is not the worst part....
I have sent an email to support team. They have asked me to do some regular things like, rebooting pc, checking internet connection and etc. I could see prices were moving btw. I told them; this is not my problem and asked to refund including the profits. After that; Patrick (he claims he's the Platform Support Team Lead) replied to my email and wrote some explanations. He also wrote same regular things.
I just wanted to ask directly to get a direct reply and sent this email:
Me:
Chris:
They think they are number #1. They don't take any responsibility of their bugs. Software is slow and buggy. We all know this. As I stated in my email, this could be a million dollars. I don't care if they refund $20 or not. What I care is; that could be thousands or millions of dollars. This is finance thing. They must be responsible of their bugs.
Maybe they can delete this post. I dont care. I'm going to post this to all popular forums i know.
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