Lost connection during Live Trade

[Johnnyhernandez957]

Good evening,

I submitted a help ticket due to having lost connection during a live trade. I tried reconnecting to my hotspot and it would not connect. I then tried reconnecting on my home wifi and still did not connect. I have not closed the trade as it said a message popped up stating I would need to manually close out the trade at my stop area.
I do not want to do that as it would take a majority of my funds.

The trade is set to good until closed. I do not know what to do.

Should I just wait on the reply for the ticket?

[NinjaTrader_Jesse]

Hello Johnnyhernandez957,

If the platform is unable to connect or manage the trade you need to call your brokers orders desk and manage your account as soon as you can. I would not suggest waiting for supports email as they will tell you to do the same thing. Any time the platform cannot manage your account for any reason you need to contact your broker to secure your account and make any changes to orders/positions needed.

Once you have done that you could work with our support to go over any possible solutions to help avoid connection loss in the future. If connection losses are common with your internet it would be suggested to look at alternate options like using a different internet provider/hardware or using a VPS server to host NinjaTrader on a stable connection. It would not be suggested to use hotspots for connecting but instead use a home high speed internet connection that is wired to the PC.