Support

[ahelton]

Is it typical for Ninja Trader to just give up? Been trying to contact them forever with no response. I know they'll just say its Phillips fault, but there's no excuse for them not to be able to tell you basic information like your account value, whether your flat, or to lock your account.

[NinjaTrader_PatrickG]

I appreciate your feedback and apologize for any delayed responses or perceived lack of communication.

The teams who can directly answer your questions do not monitor these forums. I've looked up the email address associated with your forum username and see that the last conversation in our system is from January 25th. I'd highly suggest that you email BrokerageSupport[AT]NinjaTrader[DOT]com as an alternative to calling.

Our colleagues at NinjaTrader Brokerage are working diligently to respond back to all clients experiencing symptoms of the Phillip Capital hardware and reporting software failure. I appreciate your patience while we work on permanently resolving what you're experiencing.

Here is a FAQ page on this issue:

• https://ninjatrader.com/Phillip-FAQ

[ahelton]

The fact that you think the last time I tried to call you guys is January 25th just shows how much you don't know what's going on. I even have a screenshot of me again (attempting) to contact "support" so I have no idea what you're talking about. I have been calling every number you guys have and no one picks up. There is no excuse for that.

[NinjaTrader_PatrickG]

I apologize for the ambiguity. I was specifically referring to email 'tickets' in our system. In other words, conversations had with out staff via email. The Order Desk has a separate system that I do not have access to. I'd suggest emailing them back or emailing Brokerage Support.

[ahelton]

I don't think you understand. I have been emailing them, I've emailed every email I can find, I've called brokerage support, emergency orders, hell I even tried calling the sales rep when I first got started and not a single one will pick up, they all go to voicemail. So apparently this is the only part of NT functioning

[NinjaTrader_PatrickG]

Our colleagues at NinjaTrader Brokerage are working diligently to respond back to all clients experiencing symptoms of the Phillip Capital hardware and reporting software failure. I appreciate your patience while we work on permanently resolving what you're experiencing.

In the meantime,here is a FAQ page on this issue:

• https://ninjatrader.com/Phillip-FAQ

I was able to locate an open ticket in our system with an alternative email address you have ([email protected]). As I am sure you can understand, there is an extremely high amount of client inquiries on this topic. Your email will be answered in the order it was received. Thanks in advance for your patience.