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Please Fix TT Credit Recognition Delay

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    Please Fix TT Credit Recognition Delay

    I bought credits YESTERDAY.... I was trading TODAY.... NT Still hasn't recognized the credits. I can't trade... 2K in lost opportunity.

    Please create a way for NT to go check and credit the account.

    There is some useless "Report" button that does tell you the correct balance. Unfortunately NT just ignores this and still doesn't let you trade.

    #2
    Originally posted by juice View Post
    I bought credits YESTERDAY.... I was trading TODAY.... NT Still hasn't recognized the credits. I can't trade... 2K in lost opportunity.

    Please create a way for NT to go check and credit the account.

    There is some useless "Report" button that does tell you the correct balance. Unfortunately NT just ignores this and still doesn't let you trade.
    Hello,

    Thank you for your note.

    Are the credits available after you restart NinjaTrader?
    Ray S.NinjaTrader Customer Service

    Comment


      #3
      Nope. I restarted my pc as well with no luck. This sucks. I'm sitting here unable to trade.

      There must be a better solution for this.

      Comment


        #4
        Just tell me you will fix this.

        Comment


          #5
          Hi Juice:

          Thank you for posting. Please send a note to 'sales at ninjatrader dot com'

          In your note, please include your license key and the email address used to purchase the TT credits.

          We will investigate the payment and ensure your inquiry is resolved.
          RyanNinjaTrader Customer Service

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            #6
            It happened again. I will send you the e-mail.

            Comment


              #7
              I happened yet again.

              I bought the credits yesterday restarted my pc 3 times. This is really a joke.

              Please fix this in version 7. This is really unacceptable.

              It shows my balance at $0. When I click on report it shows it at $100 when I try to trade it says insufficient credits. When I click on NT account it shows I have $0 again... when I click on report it shows I have $100...

              This is a major issue bug that needs to be fixed for version 7. It is such a poor architecture the way you manage TT credits.

              Comment


                #8
                Hi Juice,



                I'm sorry to hear this the credits did not show.



                Please send an e-mail to sales at NinjaTrader dot com Attn: Mike or Ryan.



                We will analyze your inquiry further once received.
                MichaelNinjaTrader Customer Service

                Comment


                  #9
                  It happened again. Just like clockwork. I sent you an e-mail too. This is such a bag bug. I don't know what else to say other then I am very frustrated.

                  Comment


                    #10
                    Hello Alex,

                    Thank you for letting us know.

                    I will correspond with you via e-mail and once we find a resolution or an explanation we will add it to the forum.
                    MichaelNinjaTrader Customer Service

                    Comment


                      #11
                      Exact same thing is happening to me.

                      Why do we have to go thru emails back and forth?

                      Why can you guys make it official and post it under announcements or something so at least

                      people can find what's going on?



                      I'm not frustrated. I'm furious.

                      Like Juice I had to sit in front of screens without being able to trade for the last 3 BuSINESS days.

                      And this bug is more than 2 years old.
                      Last edited by kalalex; 12-15-2011, 05:32 PM.

                      Comment


                        #12
                        Hello,

                        I'm sorry to hear of the frustration.

                        Your correct this case was less then 2 years old with no activity and we have many people using TT credits without issue.

                        Your TT credits should have been applied by now, if an issue has gone on for longer then a day via email I would like to look into this personally to see what is going on.

                        Do you have a ticket number where you contacted support, this will be a 6 digit number. Also can you please email into support at ninjatrader dot com and reference this forum post and provide your phone number. I would be happy to give you a call and get this resolved.

                        -Brett
                        BrettNinjaTrader Product Management

                        Comment


                          #13
                          I searched thru this forum all night and found impromtu solution.

                          I exchanged emails with Brian and support and they didn't give me any support #.

                          Still exchanging emails and it's a slow resolution.

                          Comment


                            #14
                            Hi Kalalex:

                            NinjaTrader support is very proficient at using email, our website and our support forum as an inbound method for client support. We then utilize phone support, email and even remote assistance applications as needed for outbound communication with our clients. From our experience, this method of support works much better than inbound phone support for many reasons (never on hold, documented replies, no missed calls, etc..).

                            Please send a reply to Brian if you are currently working with him and include your phone number and reference this post. We will be happy to give you a call asap to assist by phone and get you a quick resolution.

                            Thanks,

                            Ryan
                            RyanNinjaTrader Customer Service

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