Subscription Bug?

[madhoe64]

I recently renewed my trading view subscription on ninjatrader, however I am still unable to place orders and/or track live data. I called the support number (800)-496-1683) and was answered by someone who seemed to be helping me. In the middle of this the guy hangs up on me and the automated voice messages telling me that all operators are busy with other customers.... great start to the morning. I have never had this happen before and ive been using this platform for quite some time please help.

[NinjaTrader_Erick]

Hello madhoe64 ,

Thank you for reaching out.

If you are unable to place orders: are you getting an error of any kind?

If so, can you reply with a screenshot so I can try to investigate on my end?

Please note that if the account has no live data subscription, it will not be able to trade.

Also, since this is in regards to a TradingView subscription, your best number to call would be Tradovates support line or help center.

You can contact Tradovate support by phone at (844) 283-3100 or by using the in-app live chat.
Phone support

• Account-related questions: Call (844) 283-3100 from about 7 AM–4 PM Central Time
• Trade emergencies: Call (312) 423-2234 or email [email protected] 24 hours a day from 5 PM Sunday–4 PM Friday

Email support

• [email protected]

You can also send a direct email the address above as well in case phone lines are busy.

Please let us know if you have any other questions.

[madhoe64]

Thank you for your candid response. To answer your question, no, I am not receiving any errors of any kind. Yes the account has a live market data subscription and it has worked perfectly fine in the past. As you can see I am subscribed to live market data and it is still telling me to subscribe. Also when trying to place orders it will tell me that I need a subscription to place them even though I clearly do have one. Any more inquiry will help greatly and I will try the number you have provided. Thanks!

[NinjaTrader_Erick]

Hello madhoe64 ,

Thank you for reaching out.

Please note that the Order Flow+ and TradingView subscriptions do not provide live data.

They only allow you to access those those premium tools. The account still needs a live data subscription itself for your Charts to load in real-time and to be able to route live orders.

You can choose what market data you would like enabled for your account from Settings > Plans page of your NinjaTrader Account Dashboard in the 'Market Data' section.

Here is some additional information 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 number of days remaining in the month.

A visual walkthrough of how to subscribe for market data may also be read here on our Help Center - How Do I Subscribe to Market Data

Please let us know if you have any additional questions.