What happened to Ninja Trader Support????

[afisher1965]

Yesterday morning I opened a claim:
1. My charts and DOM are frozen.
2. I can't login my account after migration
This is a second day and problem is not resolved. There is no body to talk to, I waited on the phone for over an hour yesterday and today. Emails go unanswered. This doesn't look good!!!! NT used to have an amazing technical support, what happened?????

[NinjaTrader_JustinD]

Hello afisher1965,

Thank you for using NinjaTrader.


We apologize for any delays as we are currently experiencing a very high volume of requests during the portal transfer. We have seen some clients lose their market data subscriptions after migrating to the new portal, however, it may easily be re-enabled for your account from the Client Portal. If you are having trouble logging into the new Client Portal, please send an email to [email protected] with a link to this forum post and 'ATTN Justin' in the subject line of the email.

After logging in, follow the steps outlined here. In the future, if you want to update or cancel any data subscriptions those steps can be found here .Here is some additional helpful info on how market data fees are billed:

• Market data fees are billed at the beginning of each month.
• Any new market data subscriptions will be billed within 1-2 business days.
• Market Data Fees are billable for the current month in the full amount. the exchanges do not prorate the fees or otherwise discount them based on the amount of days remaining in the month.

Please let us know if you have any other questions.

[warrenm]

Justin, could someone post updates to what is going on with the Portal? Are there alternatives to receive daily statements? Can we call someone to initiate an ACH withdrawal/deposit?

[afisher1965]

Justin,
there is a serious problem with your system that needs to be fixed. I keep getting the same email with the same link that DOESN'T work.
When I followed your link and typed the email associated with account I got the following message
"This email or username is not connected with existing account"
Please get someone to fix the problem, I know that NinjaTrader used to have good support people. What happened to them? Two days and problem is not fixed, this is the worst support I have ever seen!!!!!!!!!!!!!!!!!

[afisher1965]

Justin
My Data Providers are disconnected. When I try to connect to CME your system is automatically checking "Top of Book" as soon as I mark "Depth of Market". As a result when I try to update my subscription I get the following error
"All selected CME plans must be either 'TOP OF BOOK' or 'MARKET DEPTH', but in your settings they are mixed"
Needless to say you have an incompetent programmers, System should never allow two check boxes to be checked at the same time, so this error should NEVER happen in the first place
Please have someone call me to fix this (973) 747-5159
Now there are two accounts that are not tradeable!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[afisher1965]

Hello Justin
I am calling Support but no one picks up for over 20 mins now. This is Day 3 that I am trying to get account fixed. Shouldn't developers fix these issues in a timely manner? Three days is beyond unreasonable, I suggest they stay at work until problem is fixed. That's how all successful companies operate if they want to stay in business.

[Johnny]

Trouble here as well.

Fortunately, I wasn't planning to trade this week. I removed my connection this Sunday and when I tried to set it up again yesterday I wasn't able to log on. I assumed I had forgotten my password, but seeing comments here it's possible it's due to these recent changes?

Completely unacceptable, IMO.

Any such changes should have been made over a weekend and Ninja should have had the proper staffing 24/2 over that weekend to make sure everything was handled smoothly.

Logging in to my new portal I only get up one account and that one says $0 in my account which clearly isn't the case. Can't read my statements either, so in practice I have no idea about the state of my account.

Completely unacceptable.

[reubenlasky]

What is the status now, anybody? I have two accounts and I am too lazy to transfer when I received the emails. Unable to trade for 2-3 days would be no good at all, when you think of all the lost opportunities. Good luck everyone.