Unable to access to my account.

[chinook77]

Hi, I can't access to my account, I get the following message:

password: Password should be no longer than 64

my password has exactly 64 characters and I had access before without issues.

[NinjaTrader_Jason]

Hello chinook77,

Can you please reset your password as per the link below and check if you can login again.

https://support.ninjatrader.com/s/article/How-Do-I-Recover-My-NinjaTrader-Username-Password?language=en_US

If the issue remains, please post a screenshot of the entire error message.

[chinook77]

Hi, the issue still persist only when I try to login from desktop browser (Firefox 119), it works Ok both on NT8 desktop and iOS.

The password has exactly 64 characters.

Edit:

The password field length is 60 characters in the web page, I assume that's why I can't login, my password is cut.

[NinjaTrader_Clayton]

Hello chinook77,

Thank you for the update.

Were you talking about the Web Platform or the Account Dashboard? Or does the same thing happen in both places?

• https://web.ninjatrader.com/welcome
• https://account.ninjatrader.com/welcome

Please reduce your password to be 60 characters or less and then try signing in again.

I will be reaching out to the Development team to have them check the character limit and increase it to 64 as well, but I am not sure how long it will take for that to be done.

• So, if you want to sign in now, just reduce the number of characters in your password so that it isn't being cut off any longer.

If you are still having trouble signing in after reducing the password to 60 characters or less, please write to the NinjaTrader Support team directly so we can discuss your private information and directly check your account information on the back end.

• Send an email to Support[AT]NinjaTrader[DOT]com
• Include the URL to this forum post within the body of the email
• Include the Username you are using to sign into the Dashboard/Platform in the body as well

Thank you for pointing this out.

Please let us know if we may provide any further assistance.

[chinook77]

Were you talking about the Web Platform or the Account Dashboard? Or does the same thing happen in both places?

• https://web.ninjatrader.com/welcome
• https://account.ninjatrader.com/welcome

Yes, it happens on both sites.

Thanks for the support.

[NinjaTrader_Manfred]

Hello chinook77,

Thank you very much for your reply and for bringing this to our attention.

I have reported this discrepancy between the password length limitations to our development team.

We will follow up as soon as we hear back in this regard.

[chinook77]

Hi,

I'm still can't access to my account. I've changed the length from 64 to 60, then to 30 and still nothing.

I get a captcha prompt, then a timer starts and I'm still can't access to my account!

[NinjaTrader_Manfred]

Hello chinook77,

Thank you very much for your reply.

Could you reach out to us via email directly? As our ability to assist with account-related issues on a public forum is limited, this would allow us to take a closer look at the account in question.

You can reach us at support (at) ninjatrader (dot) com.

Thank you in advance, I look forward to your reply!