MotiveWave Trailing Stop Order?

Just a quick update on the situtation, I contacted MW's support department by email two days ago and also provided log files to identify the problem.

Since then MW have not been able to tell me what the problem is nor did they come back with a solution. I am sorry to say that but the support is extremely slow and not solution focused. It is not on par with the service which is being provided by NinjaTrader or Metastock where you receive support answers within an hour (if not faster).

The problem of not being able to implement a Trailing Stop Order for an S&P500 future using IB as my broker is a fudamental problem and makes the software unusable to for me. I tested with a real money and paper portfolio. In both cases the software is not trailing the stop.

I asked again for a solution 24hrs ago and did not receive a reply.

I would expect the MW to be on the case immediately for such an important problem.

I am not pleased with the MW support and will send another email to ask for a solution or refund.
 
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Hi @rainbow47,

When you email our Support Team, you are notified with a message stating our Support hours and reply times: "Our office hours are Monday through Friday, 9am to 5pm Eastern Time. We aim to get back to you within 24 hours (or much sooner, if we can), or the next business day if you’ve emailed outside of office hours, or on the weekend."
We do typically respond within 1-2 hours in normal situations.

As also mentioned in the response, **We are currently experiencing a higher than normal volume of emails and phone calls. Please be patient, as our response times may take longer than usual.** (As is the case for the majority of businesses during these unprecedented times.)

Regarding your specific issue, as Jason, from our Support Team, has mentioned to you today, the issue you're experiencing has to do with how IB gives updates for trail orders. This isn't an issue on other broker connections. Our development team is currently looking into it. Once we can determine a solution to work around the IB API limitations, it will be coded, and an update to the software will be released.

To imply that we're not 'on the case immediately' and 'not solution focused', is completely untrue. These types of issues can take time to resolve and we are doing all that we can to resolve it as quickly as possible. We are a very nimble platform and company. We make changes and enhancements very quickly and much faster than any other platform out there.

If you are not interested in using one of our other 30+ brokers and data service providers in the meantime, and you do not want to wait for the solution, please email sales@motivewave.com and we will process your refund.
 
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Hi Leigh,

Every other trading software I tried can manage trailing stops with IB. This is a critical bug which your team should have spotted immediately and make clients aware. I made your team awarte of it DAYS ago. Apart from that I am shocked that an established software like MW has crtical bugs like this.

We are talking real money here. IB is a common broker and you are putting all your clients with IB as a broker at risk to loose money because you sell a buggy software! If I would be you, I would put a hotfix out and disconnect your software from IB immediately as this is a critcal problem.

I would like to get a refund as soon as possible and email your support team. I hope it does not take another day to get an answer from them.
 
While I understand and appreciate that in your style of trading, this is affecting you greatly, not everyone uses trailing stops. We have a lot of users on IB who are using it without issue for their style of trading. Disconnecting IB for all of those unaffected people would not be appropriate.

You are the first person to report this issue, and as already mentioned, we are taking it seriously. Also, as already mentioned, when we have resolved the issue, we will release an update immediately.

As mentioned, if you would like a refund, please email Sales, not Support.
 
I disagree with your view.

Trading is a serious business because real money is involved. You cannot put a trading software out which does not trade. This is like Tesla would say: "Sorry that our Park Distance Control is not working and you crashed into the car behind you. None of our clients before ever tried to park with a Tesla."

You are putting your client's money at risk by not making them aware of a critical bug in your software. Not the right approach for a provider of trading software in my view.

Anyways, you decide how to run your business. I just hope that no other clients loose money while you are not protecting them from it.

I would like to get my refund processed today.

Thank you
 
As an update: after much investigation, this was not an IB issue. It was an issue with our exit strategies in some scenarios. The fix has been completed and will be part of our 6.1.14 release, which will be released within the next few days.
If anyone wants early access to version 6.1.14, you can contact our Support team and they can send you an early download link.
 
Nobody from the MW team ever said thank you for making them aware of a critical bug in their software.

You’re welcome guys...
 
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