support case status

[jburk]

I opened a support case yesterday morning regarding an OCO trade cancellation issue on my live account. I have not heard anything back and I was wondering how I can contact someone regarding this issue. I also tried a phone call, but no answer. Please let me know.

[NinjaTrader_RyanS]

Hello,

It looks like our agent responded yesterday afternoon asking for some further information on the orders in question, you may want to check your spam/trash folder or search your inbox for 'support' or 'NinjaTrader' to find the reply.

Let us know if you have any further issues.

[jburk]

Brokerage support provided the order transaction history, which matches the logs. Will someone be able to help identify why the OCO order got cancelled and left my account with an open position? I do not see anything in the logs that indicates a strategy/order error. Also, SIM101 account was running the same strategy and the OCO order was processed correctly. Please let me know how to move forward to identify the source of this cancellation error. Thanks for your help.

[NinjaTrader_RyanS]

jburk Please continue the discussion you having with our support agent as we are unable to assist with order submission questions on this forum as it requires investigating your diagnostic files as well as sharing sensitive information such as your account number.

[jburk]

I still have not received a response regarding this issue. Do you know when I can expect to hear something regarding this support case? Do I need to provide any more information? Please let me know.

[NinjaTrader_RyanS]

Hello,

Sorry for the delay here, but I just checked and our representative sent a follow up reply with the analysis from the log yesterday it looks like. If you don't see this email please let us know.