Responses to your same post on Elite Trader today for reference for this thread.
From MW:
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.
From rainbow47:
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.
From MW:
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.