Download is missing or disabled
- Check whether the offer says Not released yet. An unreleased strategy has no available purchase or activation.
- Verify your signed-in email and the selected strategy. Choose Check status.
- For All Inclusive, check the membership on Pricing and activate the product using Use All Inclusive.
- Check whether access is expired, payment is required, or a licence confirmation is pending.
- If the page still looks incorrect, record its message and contact support. Do not try another customer's download link.
NinjaTrader reports an import error
- Confirm the supported NinjaTrader Desktop version and the strategy's additional release requirements.
- Use the original downloaded ZIP and the Tools → Import → NinjaScript Add-On menu.
- Read the complete import message. A conflicting assembly, missing dependency and licensing failure are different problems.
- If the strategy was previously installed, follow its update instructions. Avoid renaming protected DLLs or deleting unrelated assemblies.
- Send the exact error, package version and relevant redacted NinjaTrader log excerpt to support if the issue persists.
The strategy appears but native access fails
AlgoTrader's support report checks selected web endpoints and browser events. It does not prove that NinjaTrader accepted the licence or executed a strategy. Include the native message separately when the problem is in NinjaTrader.
- Confirm the NinjaTrader login uses the licensed email, not merely the same broker connection.
- Check product status on AlgoTrader and compare the current package version and expiry.
- Follow any restart or reconnect instructions supplied with the release.
- If the trial was previously used, do not expect reinstalling to grant another one.
- Contact support with the native message and product details if the web and desktop states disagree.
If actual orders or positions are affected
Use NinjaTrader and brokerage controls to inspect and manage the account. Do not wait for a website refresh or a support response to act on an order-management issue. A Help or billing action cannot confirm execution or close a position.