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Important issue with the Ninjatrader 8 platform and team's attitude
I would like to share the issue i had with Ninjatrader today and i will tell you the attitude of the Ninjatrader team. I have also posted the same topic to their forum.
I have a small account in my Ninjatrader brokerage account. Today I have shorted MES 06-19 and added 1 more. At 20:25 GMT+3 time, i have moved my stop-loss to 2833.25. Price hit that level but did not fill. After 5 minutes, i moved my stop to 2830.25 to stopped out in profits. It didn't work! Nothing happened. My stop did not trigger. It was right there and Ninjatrader could not stop my order.
I have tried to move it again but it was not working. I was in profit something around $20. As I said, it's not a large account. And suddenly, i saw that my trade was stopped out at 2833.25 (by -$12.50 loss). However, it was not. You can see the proofs attached.
But wait... This is not the worst part....
I have sent an email to support team. They have asked me to do some regular things like, rebooting pc, checking internet connection and etc. I could see prices were moving btw. I told them; this is not my problem and asked to refund including the profits. After that; Patrick (he claims he's the Platform Support Team Lead) replied to my email and wrote some explanations. He also wrote same regular things.
I just wanted to ask directly to get a direct reply and sent this email:
Me:
Patrick:
Me:
Patrick:
Me:
After this email, Patrick stopped responding my email and someone called Chris responded and he DECIDED TO CLOSE my brokerage account:
Chris:
Me:
And here's someone else's reply:
Me:
-----
They think they are number #1. They don't take any responsibility of their bugs. Software is slow and buggy. We all know this. As I stated in my email, this could be a million dollars. I don't care if they refund $20 or not. What I care is; that could be thousands or millions of dollars. This is finance thing. They must be responsible of their bugs.
Can you help answer these questions from other members on NexusFi?
Your negative experience with NinjaTrader is extremely concerning to me. I have responded to your identical post in the NinjaTrader Support Forum.
Raymond Deux
Founder and Executive Chairman
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
did you send ninja your log of what was currently going on in ninja? They should be able to look at what you had selected before hand. Also MES is 2 or 3 weeks old I would expect some issues with it.
Now I do find it weird that an explanation was not given on to why this happened. But on the other hand you should of called the second you didn't get a fill on the first s/l.
@NinjaTrader
thoughts on the possible cause of this issue?
In ninja's defense Patrick is good at what he does and has helped me out a handful of times
curious to see if the cause is figured out because like you stated this could of been 100 cars or something like that.
-P
"Truth is not what you want it to be; it is what it is, and you must bend to its power or live a lie"-Miyamoto Musashi
Customer had a loss of connection and thus was unable to modify their order.
Disclosure: This communication is sent to you by NinjaTrader, LLC, a software development company which owns and supports all proprietary technology relating to and including the NinjaTrader trading platform.
User internet connection is one pipe, no matter how many servers you are connected to, if it's down, all servers are down unless there is issue in Ninja side which they wouldn't admit and blame the user.