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If your trades aren’t appearing in TurtleMetrics after closing positions in NinjaTrader, work through these checks in order. Most issues are resolved in the first two steps.

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1. Wait a few seconds

NinjaTrader doesn’t write trade data to its database instantly. There’s typically a 5+ second delay after you close a position before the data is available for the AddOn to sync. If you just closed a trade, give it 10–15 seconds before checking TurtleMetrics.

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2. Check that the AddOn is running

The TurtleMetrics Sync AddOn needs to be actively running in NinjaTrader:
  1. In NinjaTrader, look for the TurtleMetrics Sync window. If you don’t see it, open it via New → TurtleMetrics Sync
  2. Check that the AddOn shows a “Connected” status
  3. Verify your API token is entered and saved
The AddOn window can be minimized or hidden behind other NinjaTrader windows. Make sure it’s actually open, not just installed.

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3. Verify your API token

An invalid or expired API token will silently prevent syncing:
  1. In TurtleMetrics, go to Management → API
  2. Check that you have an active token
  3. Copy the token and paste it into the NinjaTrader AddOn’s API Key field
  4. Click Save Settings in the AddOn
If you previously revoked and regenerated your token, the AddOn still has the old one. You need to update it manually.

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4. Check the monitored accounts

The AddOn only syncs trades from accounts you’ve explicitly selected:
  1. Open the TurtleMetrics Sync window in NinjaTrader
  2. Check the Monitored Accounts list
  3. Make sure the account you’re trading on is included
  4. If it’s not listed, select it from the available accounts and add it
This is a common issue when switching between sim and live accounts, or when your broker assigns a new account number.

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5. Check NinjaTrader’s output window

NinjaTrader’s Output window often contains useful error messages:
  1. Go to New → Output in NinjaTrader
  2. Look for any lines mentioning “TurtleMetrics”
  3. Common messages include authentication errors, connection timeouts, or API issues
If you contact support, please include a screenshot of any TurtleMetrics-related messages from the Output window. This dramatically speeds up troubleshooting.

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6. Try a manual sync

If live syncing isn’t working but you need your trades:
  1. Open the TurtleMetrics Sync window
  2. Click Sync Everything
  3. This triggers a full re-sync of all trades from your monitored accounts
This can also help after a NinjaTrader database reset or if trades were taken while the AddOn wasn’t running.

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7. Check your internet connection

The AddOn sends trade data to TurtleMetrics over HTTPS. If your firewall or network blocks outbound connections, syncing will fail silently. Ensure NinjaTrader can reach app.turtlemetrics.com.

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Still stuck?

Email support@turtlemetrics.com with:
  • Which symbol(s) you were trading
  • Your NinjaTrader Output window messages (screenshot)
  • Whether the issue affects all trades or specific ones
  • Whether it worked before and recently stopped
We typically respond within a few hours.