Troubleshooting
Most Trade Copier issues land on four root causes:
- The answer was in the logs the whole time.
- Another trade copier is running alongside CrossTrade.
- NinjaTrader hasn't been restarted recently.
- An account is authorized to more than one data feed at the same time.
Start here before asking for help. These four solve the bulk of what we see in support.
1. Check your logs first
Every order CrossTrade sees, every command we forward to NT8, and every reply NT8 sends back is logged. If a trade didn't happen the way you expected, the answer is almost always there.
- Alert History (crosstrade.io/docs/getting-started/alert-history) — every TradingView webhook hits this page first. Failed alerts have a built-in help modal explaining the specific error.
- Trade Copier → See Logs button on the Trade Copier dashboard. Shows every copier action, in order, with timestamps. Filter by leader/follower account to narrow it down.
- XT Add-On status panel in NT8. Inline log of every order the add-on submitted or rejected, with the reason. If you can see the order failed here, you don't need to guess what went wrong.
- Account Manager monitors (crosstrade.io/docs/account-manager/monitors) — if a monitor flattened or blocked your account, it logs which rule fired.
:::tip Before you ask for help, screenshot the relevant log line(s). Nine times out of ten the support reply is "your log already shows the answer — it says X" and we go around the loop twice for no reason. Save us both the round-trip. :::
2. Do not run other trade copiers alongside CrossTrade
If you have Replikanto, Apex Trade Copier, ETP Trade Copier, CopyTrader, the Simple Trade Copier from the NinjaTrader Ecosystem, or any other third-party copier active on the same NinjaTrader accounts as CrossTrade, you will get duplicate fills, conflicting positions, and orders you didn't intend to send.
Each copier sees the same fills and each tries to react. Neither copier is wrong on its own — but the combined behavior is chaos.
:::warning Support policy If multiple copiers are running on your accounts, we cannot help you diagnose execution issues. The interaction is unbounded and every combination of two copiers reacting to each other's fills produces different symptoms. The only supported configuration is CrossTrade alone as the order-routing layer. :::
CrossTrade covers the same use cases other copiers do:
- 1:1 or scaled multi-account copying — see Position Sizing
- Leader/follower groups — see Multi-Directional Copying
- Symbol mapping (e.g. ES → MES) — see Instrument Filtering and Replacement
- Prop firm stealth — see Stealth Mode
- Multi-account placement at copier-equivalent speed — see Multi-Account Placement
If you uninstall another copier, restart NinjaTrader so the change actually takes effect.
3. Restart NinjaTrader regularly
NinjaTrader has known memory and stability issues when left running for days at a time. Symptoms we see in support tickets after long uptimes:
- Orders silently rejected without a NinjaTrader error
- P/L reporting drifts from broker truth
- Trade Copier syncs stop firing
- The add-on shows "connected" but commands time out
- Charts freeze; new bars stop printing
:::caution Rule of thumb Restart NinjaTrader at least once every 48 hours. Restarting daily is even better. CrossTrade shows a yellow uptime warning on the trading pages once you cross that threshold. :::
This is not a CrossTrade problem we can patch around. NT8 is doing a lot of native-code work (chart rendering, indicator recalc, ATM management, market data buffering) and the longer the process runs the more those subsystems drift. A restart resets everything.
While you're at it: restart the machine once a week if NT8 runs on a dedicated PC or VPS. Windows updates, driver updates, and network stack quirks all benefit from a real reboot, not just a re-launch of NT8.
For more on keeping NT8 healthy, see Optimizing NinjaTrader Performance.
4. Don't authorize a single account to multiple data feeds
If the same NinjaTrader account is authorized to more than one data feed provider (e.g. account 12345 connected through both Feed A and Feed B at the same time), every order you submit through any trade copier gets doubled. NinjaTrader effectively submits the same order once per authorized feed, so a 1-contract order becomes 2 contracts, a 5-contract order becomes 10, and so on.
:::warning This is an NT8 issue, not a CrossTrade issue This behavior affects every NT8 trade copier on the market, not just CrossTrade. It's a quirk of how NinjaTrader routes orders when a single account spans multiple authorized feeds. The duplicate submissions happen inside NinjaTrader before any copier gets involved. We cannot fix this from our side, and neither can any other vendor. :::
To check: in NinjaTrader, open Connections and confirm each trading account is authorized to exactly one data feed at a time. If an account shows up under two connection profiles, disconnect one of them before placing orders.
If you legitimately need an account on multiple feeds (backup, redundancy, separate environments), only keep one connected at a time when you're trading.
Quick reference
| Symptom | Most likely cause | Where to look |
|---|---|---|
| Trade didn't copy at all | Mode mismatch (order vs execution), Kill Switch on, or follower disconnected from broker | Trade Copier → See Logs |
| Trade copied to the wrong instrument | Missing instrument mapping | Copier config → Instrument Filtering |
| Quantity was wrong on the follower | Ratio / fixed-qty / max-position config | Copier config → Position Sizing |
| Every order fills at 2× (or 3×) the expected size | Account is authorized to multiple data feeds simultaneously — NT8 duplicates the submission | Section 4 above |
| Some orders copied, some didn't | Another copier is also running, or NT8 uptime > 48h | Sections 2 and 3 above |
| Orders fire late | NT8 process is overloaded — too many indicators, charts, or strategies | Close unused charts; restart NT8 |
| Connected, but commands time out | Add-on stuck after long uptime | Restart NT8 |
| Add-on shows disconnected | Network blip, firewall, or expired session | Auto-Reconnect |
| P/L doesn't match my broker | NT8 uptime drift — restart resets the calc | Restart NT8; re-sync follower |
| Auto-Sync isn't correcting positions | Sync interval too long, or follower account excluded from sync | Auto-Sync Engine |
Related docs
- Trade Copier Overview — full feature reference
- Trade Copier FAQs — most-asked questions about setup, prop firm usage, and behavior
- Trade Copier Configuration — every field in the copier config modal
- Account Manager FAQ — monitor, kill switch, and account-state questions
- Webhooks Troubleshooting — for signal-routing issues that aren't copier-specific
- Connection Health — Auto-Reconnect and Data Watchdog
Still stuck?
Email us at support@crosstrade.io with:
- Details about what happened and when
- The exact alert / command that misbehaved (copy from Alert History)
- The log line from the add-on or copier showing what happened
- NT8 uptime at the time (visible in the dashboard NT8 Health Monitor)
- Confirmation that no other copier is installed in NT8