Support Board
Date/Time: Sun, 15 Jun 2025 16:10:38 +0000
Question About Package Fee Charged on May 28 and Upcoming Vacation
View Count: 219
| [2025-06-04 13:04:41] |
| jenny354 - Posts: 4 |
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Dear Sierra Chart Support Team, I hope this message finds you well. I noticed that I was charged a $46 package fee on May 28. However, on my account it says that my “usage time expires in 7 days,” which I find a bit confusing. Could you please help clarify what this means? Additionally, I will be going on vacation starting in June and will be pausing my trading activities during that time. I would like to avoid being charged again while I’m not using the platform. What steps should I take to temporarily suspend or pause my account or prevent further charges? Thank you for your assistance, and I look forward to your guidance. Best regards, Jenny |
| [2025-06-04 13:23:11] |
| Sierra_Chart Engineering - Posts: 19918 |
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The 46 USD exists as your Services Balance and is unused. We have disabled renewals on your account. 7 days of usage time exist and the renewal in 7 days will not take place. So you then have 46 USD available for later. Actually we see renewals are already disabled. So there is nothing more to do. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2025-06-04 13:24:35
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| [2025-06-05 04:38:12] |
| jenny354 - Posts: 4 |
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Hi, Thank you for your previous message regarding the $46 service balance. I would like to ask: 1. Is it possible to refund the unused $46 service balance to my original payment method? If so, is there any processing fee or charge for the refund? 2. I also notived a $13 Denali data fee. How can I stop the automatic renewal of theis fee? I appreciate your assistance and look forward to your response. Thank you. |
| [2025-06-05 07:34:30] |
| Sierra_Chart Engineering - Posts: 19918 |
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We have deactivated this for you: The 'CME with Market Depth for non-professional Trading accounts' exchange has been internally deactivated, and will not be renewed.
However, it would not have renewed. Yes we can do the refund for you. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2025-06-05 07:34:39
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| [2025-06-05 13:45:50] |
| John - SC Support - Posts: 40422 |
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There is a $5.00 processing fee for payment refunds per our Refund Policy that can be viewed at the following link: Sierra Chart Purchase and License Information: Refunds Please let us know if you want us to proceed with the refund of your Services Surplus balance. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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