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Support Policy

Last updated: 2026-05-17

How to reach us

Email [email protected]. We aim to reply within 24-48 business hours (Monday-Friday, US/ET). For service status visit our live status page.

What's covered

• Installation help, activation issues, NinjaTrader compatibility questions.
• Bug reports for the iotec indicators and services.
• Device transfer (see below).
• Billing questions (we forward Gumroad issues if needed).
• Schwab OAuth setup help for iotec GEX (we walk you through the Developer Portal app + first login).
• Reasonable guidance on how to read/interpret the indicators.

What's not covered

• Trading advice, signal calls, or any kind of personalized strategy. iotec is a tool, not advisory.
• Setup or troubleshooting of NinjaTrader itself (refer to NinjaTrader support).
• Hardware or Windows OS issues unrelated to iotec.
• Use of iotec outside its stated specifications (other than NT8, modified DLLs, etc.).

Device transfer (changing PC / reinstalling Windows)

Each license activates on one device. If you change PC, upgrade hardware, or reinstall Windows, the device fingerprint changes and activation will fail on the new machine. To move:

1. Email [email protected] with the email used at purchase and the first/last 8 characters of your license key (do not send the full key by email).
2. Mention: "device reset request".
3. We confirm within 24-48 h and clear the device binding.
4. Activate on the new machine as if it were the first time.

Policy: 1 free reset every 6 months. Additional resets: case-by-case — we don't want to enable license sharing, but legitimate cases (multi-PC scenarios, repeated hardware changes) are accommodated reasonably.

Refunds

See the Refund Policy for full details. Quick summary:

• iotec Core: 14-day money-back guarantee.
• iotec GEX: 14-day money-back guarantee.

Bug reports

When reporting bugs, include:

• Product name and version (visible in the indicator title in NinjaTrader).
• Steps to reproduce.
• Screenshot of the chart and any error in NT8's Output / Log window.
• Your NinjaTrader version (Control Center → Help → About).

Privacy

Support correspondence is treated confidentially. We never ask for your full license key by email — first/last 8 characters are sufficient to identify your account. See the full Privacy Policy.

Service Level (best-effort)

iotec is a small operation. We aim for >99.5% uptime on our services (license server + iotec GEX API), monitored 24/7 by UptimeRobot. Planned maintenance is announced when possible. Unplanned outages: indicator caches a 72-hour grace period locally for licenses; iotec GEX data depends on real-time service availability.

Contact

[email protected]