Support Board
Date/Time: Fri, 26 Jun 2026 17:53:17 +0000
lost data feed
View Count: 301
| [2026-05-04 13:40:50] |
| User806937 - Posts: 20 |
|
Hi there, I couldn't connect to my data feed this morning, this is what popped up. "Real time market data only supported with sierra chart data feed for symbol F.US.MESM26. ID:1 click for symbol information" but it wont let me click on it. not sure what this means. underneath that message it also says. "Historical intraday data download failed historical data only supported with sierra chart data feed." |
| [2026-05-04 13:53:34] |
| John - SC Support - Posts: 46911 |
|
The exchanges that you had active in April did not renew on May 1, 2026, due to insufficent funds in your account at that time. You can add funds to your account at the following link: https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit#MoveToTop Then you can activate the exchanges for which you want real-time data for the CME Group at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-05-04 14:05:28] |
| User806937 - Posts: 20 |
|
I have funds already in my account which I believe is more than enough to trade MES micros. That's why I don,t understand why this happened
|
| [2026-05-04 15:45:08] |
| John - SC Support - Posts: 46911 |
|
At this time (May 4, 2026 at 15:41:53 UTC), your Services Surplus balance is $0.00. And your balance has been $0.00 since May 18, 2026 when your account renewed to the "Integrated Standard" package for 1 month. We see you attempted to activate an exchange, but it did not activate since you do not have any funds in your account. You can view the transactions for your account at the following link: https://www.sierrachart.com/UserControlPanel.php?page=TransactionLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-05-04 17:10:47] |
| User806937 - Posts: 20 |
|
there is funds in my account im with amp futures and I just confirmed it there with there support but for some reason it is showing 0 on your end so there must be an issue on the account link to sierra charts? how do I fix that?
|
| [2026-05-04 17:16:01] |
| User806937 - Posts: 20 |
|
sierra charts gets charged to my credit card every month so no sure why it says 0?
|
| [2026-05-04 18:02:22] |
| John - SC Support - Posts: 46911 |
|
Sierra Chart and AMP are two completely separate companies. What you need to pay to Sierra Chart must be paid directly to us. You can not pay for anything for Sierra Chart through AMP. On April 17, 2026 at 00:12:12 UTC, your card was attempted to be charged, but the payment was declined for some reason. Therefore, the automatic payments were turned off. You should have received an email letting you know there was an Account Support Ticket for this - the link to that ticket is here: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets&Ticket=1776384732161873364#ViewTicket For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-05-04 18:20:12] |
| User806937 - Posts: 20 |
|
this seems to be a constant issue because I do recall these e-mails before and there is nothing wrong with my card or the balance on it so I feel its an issue with your automatic payment process, there is 0 reasons for it to be declined.
|
| [2026-05-04 18:38:34] |
| User806937 - Posts: 20 |
|
I removed the card and put in the same card again that i've always used and made a payment and saved it to auto payments. So hopefully this doesn't keep happening because there is no reason for the card to be declined. I just logged on to sierra charts again after making the payment but still no live feed?
|
| [2026-05-04 19:52:33] |
| User806937 - Posts: 20 |
|
do I need to activate an exchange now again to get my live feed back? I tried to activate an exchange again and it still says insufficient balance and my new balance is now $10 which is what was in the box when I removed and added my card again and selected automatic payments. so now do I have to click the button that say pay balance of $30.50 to activate the exchange again. please help me fix this it is so confusing and frustrating and I've been dealing with this all day now!!!! I payed another $32 on top of the $10 so thats $42 now and the exchange fee was $40.50 so should be covered now but just tried to log on again and still no live feed.
Date Time Of Last Edit: 2026-05-04 20:29:29
|
| [2026-05-04 21:44:48] |
| John - SC Support - Posts: 46911 |
|
Since the exchange has been deactivated, you do need to specifically add the funds manually (which you have now done) and you need to activate the exchange. You activate the exchanges you want at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges Keep in mind that the automatic payments will only know about upcoming fees for your account. The exchange had been deactivated, so it was no longer an active fee, so the automatic payment system could not possibly know to charge your card for that purpose. As to the declined payment, we do not have any additional information on why it was declined. PayPal as our Payment Processor for the automatic payments, does not give us any additional information than "Payment Declined". For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-05-05 13:20:30] |
| User806937 - Posts: 20 |
|
I clicked on the exchange I wanted yesterday to activate it after I made those two payments of $10 and $32 so I figured it would work after that but it's till not working, so if I click activate again on the exchange I want am I going to get charged another $42? Ok its finally working I clicked activate again just hope I didn't get charged twice. Thanks for all your help.
Date Time Of Last Edit: 2026-05-05 13:40:11
|
| [2026-05-05 14:56:53] |
| John - SC Support - Posts: 46911 |
|
You will not get charged twice for something. Sierra Chart requires that you add funds first which goes into your Services Surplus. Then when you activate something, those funds are taken out of your Services Surplus to pay for that item. Your card is never charged when you actually activate something. With the Automatic Payments, we look forward two weeks to see what fees are upcoming and charge your card at that time to ensure you have the necessary funds in your Services Surplus at the time of the renewal. The point being that even with the automatic payments, the funds go to your Services Surplus first, then are used from that to pay for renewals/activations. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
To post a message in this thread, you need to log in with your Sierra Chart account: