Support
Documentation-first support
Use the documentation and FAQ for installation, setup and product usage questions. For paid products, customers can also ask the AI assistant when it is available. Direct support is for billing, licensing, account or download access problems and reproducible product bugs.
Start here
Browse your product guides and the FAQ. For paid products, signed-in customers can also ask the AI assistant in the bottom-right corner when it is available; it answers from documentation. Open your product's documentation first so the assistant uses the right product context.
Direct support
Direct support is for billing, licensing, account or download access problems and reproducible product bugs. For these issues, email support@priceaxiom.comor open a ticket from your account. Routine installation instructions, configuration and workflow guidance are provided through the docs and FAQ, plus the AI assistant when it is available for your paid product.
Support Email
support@priceaxiom.com- Include your product name and purchase email for billing or license questions.
- For technical issues, include your NinjaTrader version, Windows version, and screenshots or errors.
- We review requests in the order they arrive and reply with the next steps by email.
Response Time
We aim to respond to support emails within 24–48 business hours. More complex issues may take longer, but we’ll reply with the next steps by email.
What to Expect
- Use the docs and FAQ for setup or usage questions (paid products: the AI assistant, when available)
- For an account issue or product bug, include the product and version
- For bugs, describe the steps, expected behavior and actual result
- Include relevant error messages, screenshots or order details
Diagnostic Information
For technical issues, include your NinjaTrader version, Windows version, and any error messages. The Cognitive Hub can generate a support package with relevant diagnostic data.
If your build includes support-package export, attach the package to your email along with screenshots and the steps needed to reproduce the issue.
Email attachments and screenshots help us troubleshoot faster.