Is Platform Support email service down?

[TraderCornel]

I have emailed platform support for the past few days and I have not heard from them. Not even the usual automated email response that confirms they received the email. So, I thought I check here first to see if it is down, before I contact my email service.

[NinjaTrader_Clayton]

Hello TraderCornel,

Thank you for the message.

The NinjaTrader Platform Support Team's normal hours of support are from 8:30 am to 6:00 pm EST Monday - Friday.


If you are not getting the Automated Email Response, this would most likely mean you either used the incorrect email when you wrote in or there is something blocking incoming emails into your email mailbox.

If you sent in the Question using the same email address that you used to sign up for the NinjaTrader Forum, we did not get it as I do not see any message or ticket history tied to that email.


You can email us directly at PlatformSupport[AT]NinjaTrader[DOT]com with the respective @ and .

Or, use the following steps to send an email to the support team directly from your NinjaTrader platform

• Go to the Control Center > Help > Email Support
• Enter your email
• Enter the Subject as "Clayton ATTN ##REQUESTID##"
• Attach: If you have a screenshot to help explain things, attach it here
• Body: Explain what is going on and what you need more help with
• Check the following boxes:

• Log and Trace files

• Send the message

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

[TraderCornel]

Thanks for your reply.

I have entered the right email and yes I'm using the same email.

Before I go deep diving on my end, could you please let me know if there is a possibility that my email is accidently blocked on your end somehow, because my email works everywhere else.

[NinjaTrader_Clayton]

Hello TraderCornel,

Thank you for the response.

I seem to have entered the email incorrectly when I looked for the history earlier.

I checked again and I can see that your last email to us was on Jun 14th at 2:30 pm MST.

• You could search your email for the following Ticket number: 3656334

Otherwise, I do not see any further emails from you since then.

As well, I am not seeing anything within our email servers that would block or prevent you from writing in.


I have sent you two emails directly. One from the Platform Support email address and the other from my personal - work email.

• If you only get my personal - work email, this verifies that your email is blocking the Platform Support email address for some reason
• If you get them both, try responding to the one from Platform Support to make sure it comes to us

[TraderCornel]

I received both emails and replied to both. But it seems you only got the reply to your personal one. So somewhere along the line it is being blocked. I guess I'll have to check with my email service.