Market Data Subscription Change - NO LIVE DATA NOW

[JesseOffshore]

Its the first of the month. I cancelled my previous subscription a few days ago, as instructed by platform support via email, and today selected my new data subscription plan.

And ive spent the last 2 HOURS of my time trying to figure out why on earth im not getting live data. Ive restarted the platform, restarted my PC, logged in, logged out, nothing. No Live data.

Nobody at ninjatrader answers the phone, just elevator music for over an hour. I dont live in the USA so its extreme long distance. Thatll probably be a $75 phone call listening to elevator music and achieving nothing.

It doesnt say anywhere that I can see that it takes an extended amount of time to activate a new plan after a subscription change, otherwise I would have never done it. Im going to miss market open with a dead platform.

Is there something special that Im supposed to do? Is there a ninjatrader problem?

I really want to like this platform, but issues like this (which happen often) really burn me out and screw with my trading when they are finally resolved because im highly agitated by the time its over.

I could have been out with my kids if I knew it was going to be a blown day.

Rant over, but it would be nice to know as soon as possible (not holding my breath) whats going on. It would also be nice if someone answered the phone too.

[NinjaTrader_Eduardo]

Hello JesseOffshore,

Thank you for your post.

I am sorry that you are experiencing issues connecting to your market data subscription.
Normally, the data subscription is activated fairly soon after the selection is made from within the portal.


If the data is still not activated and live, we will need to review your log and trace files.
They can be sent through the platform by navigating to [Control Center-> Help-> Email Support] and completing the form.
Please ensure that 'Log and Trace Files' is checked, which will include these files with your inquiry (This is checked by default).