Trading issue

[ChNivet44]

Hello
i use this forum to have a response to my issue, i try with ninja's support but they stopped respond me.
i bought ES (2023/05/04) and as soon i was in the trade the market went up and my target was reached (i use an ATM strategy with 6 ticks loss and 4 ticks tarrget) but the limit order didn't filled and i stayed blocked in my trade without the possibility to exit. I moved my limit order to try to be executed but it failed and i "liquidate" the trade but it failed too. It's my Gardian Angel Trader exited me with a loss.
So i wanted to know what happened and wrote an email to the support, the answer :

Hello:

Your order to buy 1 ES at 8200 was filled at 8000. (9:47.22 AM CT)
You then placed an order to sell 1 ES at 8075.00(9:47.25 AM CT) which was modified 3 times in 6 seconds before it was cancelled.
The sell order was unable as the ES went straight down from there.

Thank you


BUT as i said my limit order was reached, i have sent my video where you can see what happened and i made a screen shot of the instant of the issue... BUT Terry stopped respond me (the last response is the 2023-05-05).

I put this screen shot here too and the link of my video.

Thnka you to respond me.

Christophe

https://www.youtube.com/watch?v=hhy9AltFQ9I

[NinjaTrader_BrandonH]

Hello Christophe,

Thanks for your notes.

I see the ticket you had opened in our system with the support technician Terry and there was no reply from you back to Terry so the ticket was closed.

Please send an email reply back to the ticket you had open with Terry so that they may look further into the behavior you are reporting. I will also notify Terry that you will be reaching back out to them so that they may keep an eye out for your reply.

[ChNivet44]

Hello

Thanks you Brandon for the response. I have responded to Terry and i've got a response from him asking me to see a one second chart to proove my target didn't reached. I've done this and as you can see my traget was reached...
I don't know what i can do more than i've done, now i want to know what happened and where is the bug : ninja's platform, CQG... ?

Thanks

[NinjaTrader_BrandonH]

Hello Christophe,

Thanks for your notes.

Please continue working with the Support technician regarding this matter. They will be happy to continue investigating this matter for you and relay their findings.

Going forward, please direct all your follow-up inquiries regarding this matter to your ticket that is open with the Support team.