What to include
- The strategy title, relevant licence-page URL and package version, or the All Inclusive purchase.
- What you expected, what happened, the exact visible error and the approximate time and time zone.
- Your NinjaTrader Desktop version and whether the issue is on the website, during import or inside the native strategy.
- For a billing question, the purchase reference, amount, date and purchasing email.
- A relevant redacted screenshot or short log excerpt. Remove broker account numbers, balances and unrelated personal details.
Generate a web support report
Generating, copying or downloading the report does not send it to support automatically. It checks selected web health and strategy-data endpoints and summarizes recent client events. It does not inspect your broker account, certify an executed order, verify a Stripe invoice or prove a native licence check succeeded.
- Open the Help Center and scroll to Support report.
- Choose Generate report. The checks run when you request them.
- Review the technical details. Use Copy report or Download report if helpful.
- Send the report to the support contact together with the short problem description.
Keep sensitive information out of a report
Never send a password, one-time sign-in code, full card number, card security code, API secret or private strategy source. Use the support email shown in the Help Center. Do not post purchase records or protected strategy packages in a public discussion.
Support may ask for limited additional information to verify purchase ownership or diagnose an issue. No specific response time or round-the-clock trading support is promised here. For NinjaTrader account recovery, broker orders or market-data service issues, the relevant provider may need to help.