The Loop

Support

Stuck?
We’ll help.

Email support@pstlab.net. A person reads every message, usually the same or the next trading day. The more of the list below you send, the faster we can fix it.

A live position looks wrong?

Call the desk first, then email

Email is not fast enough for an open position. If an order or position looks wrong, flatten or fix it from your broker’s own platform, or call your broker’s or prop firm’s trade desk. Trade Commander keeps that number on the last row of its panel (☎ Desk). Once you’re safe, send us the details below.

What to send

Help us see what you saw

One email with these four things usually gets an answer in one reply.

  • Versions. The version in Trade Commander’s and Caddie’s headers (for example TC 3.138.7, Caddie 2.26.1).
  • What happened. What you did, what you expected, and what happened instead. Sim or live, and roughly what time.
  • A screenshot. Turn on Stealth first (the chip in Trade Commander’s header) so account numbers and balances are hidden.
  • That day’s NinjaTrader log. Documents\NinjaTrader 8\log\log.YYYYMMDD.00000.txt for the day it happened. It shows every order and fill, which settles most questions on its own.

Please don’t send

Keys and passwords stay with you

Never email your license key, your broker or prop-firm password, or full account numbers. We will never ask for a password.

Before you write

Two quick places to look

Install & updating covers setup, updating and the common import errors. The how-to videos walk through each tool one topic at a time.

Contact

Support and questions: support@pstlab.net

Privacy requests (what we hold about you, or deleting it): the same address. See the privacy notice.

PST Trading LLC, Orlando, Florida.