Account balance not updating

[Kenpo_maniac]

Hi I recently added funds to my live account balance and it is not showing up on my platform. I have already received the statement from Phillips to verify that it has been received and allocated to the correct account. What do I need to do to get my balance to show up properly on my platform. I have already tried submitting orders, restarting, updating and anything else that I could think of. I have never had this issue before, but I would like to get this resolved as soon as possible. .

Thanks,

Ben

[NinjaTrader_Marco]

Hello,

Thank you for your post.


I'd like to take a look at your log and trace files for this issue. These files contain diagnostic information related to what is occurring on your platform that will help us resolve this issue in a timely manner.

Please follow the steps below to manually attach your log and trace files to an email to platformsupport[AT]ninjatrader[DOT]com with "2521924 ATTN Marco G" in the subject line and a link to this forum post in the message body so I may investigate this matter further.

Open your NinjaTrader folder under Documents.
Right click on the 'log' and 'trace' folders and select Send To> Compressed (zipped) Folder.
Send the 2 compressed folders as attachments to this email.
Once you have emailed these to us, you may delete these compressed folders.


Thanks in advance; I look forward to resolving this item for you.

[Kenpo_maniac]

Hi Marco,

Thank you for getting back to me. I will send those files over right now. Please let me know if you have any other questions or need anything else to resolve this.

[Kenpo_maniac]

Any word on how to resolve this?

[NinjaTrader_Melissa]

Hello,

Thanks for the post.

It looks like we never received those files.

Can you confirm that you followed these steps?

Please follow the steps below to manually attach your log and trace files to an email to platformsupport[AT]ninjatrader[DOT]com with "2521924 ATTN Marco G" in the subject line and a link to this forum post in the message body so I may investigate this matter further.

Open your NinjaTrader folder under Documents.
Right click on the 'log' and 'trace' folders and select Send To> Compressed (zipped) Folder.
Send the 2 compressed folders as attachments to this email.
Once you have emailed these to us, you may delete these compressed folders.

I look forward to resolving your inquiry.

[Kenpo_maniac]

I have sent several emails to platform support regarding this issue this week and I have not received any responses from platform support. I assume that somehow they are not going through.....I send the last one today went at 7:58 am Arizona time with the files requested. Can I use the message center in the forum to send them to you or another email?

[WP235]

Just my .02, but how large are those two files when they're zipped? You might try zipping and sending each folder separately.

[NinjaTrader_Melissa]

Hello,

Thanks for the reply.

You can also send them directly from the platform.

You can do this by going to the Control Center-> Help-> Email Support

Ensuring 'Log and Trace Files' is checked will include these files. This is checked by default.

Please reference the following ticket number in the body of the email: 2521924 ATTN Marco

We look forward to resolving your inquiry.

[CaptainPablo]

Actually, this happens every single time I transfer money into or out of my account. every...single...time