Support Board
Date/Time: Tue, 14 Apr 2026 20:37:28 +0000
Trade not seen
View Count: 144
| [2026-02-24 01:43:15] |
| User344297 - Posts: 4 |
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Hello I tried to put in a trade nothing showed up on the screen so I hit cancel just in case it went in to system I continued to hit canceled the screen never showed an order taken or in process I had to go to another platform where I saw an order was placed and I was in the negative the order never showed up on sierra chart platform but when I went to another platform it showed I was in a trade that never showed sierra chart can you see if you can cancel that order that was never seen live on the sierra chart platform but I was actually in without my knowledge
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| [2026-02-24 16:03:56] |
| John - SC Support - Posts: 45633 |
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If the trade is open and not showing in Sierra Chart, then you need to either call your broker to close the position, or use another system to do so. The fact that it is not in Sierra Chart means that Sierra Chart does not know anything about that trade, so you can not close it through Sierra Chart. We see that you are connecting to Rithmic, so what occurred was that Rithmic took the order, but then did not report back properly to the Sierra Chart software of this. This is not uncommon and is an issue with Rithmic. Typically it is due to dropping connectivity at that time. There is nothing we can do about it, as it is the Rithmic software doing this. We have informed them of this many times. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-02-25 12:01:19] |
| User344297 - Posts: 4 |
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The reason I send a message is because this has happened to me in the past but in reverse same scenario but in the green and immediately they fixed the problem so I know something was done in the past about it
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| [2026-02-25 14:59:19] |
| John - SC Support - Posts: 45633 |
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There is nothing we can do about it. You can try to reconnect your Sierra Chart sotware to your trading service by selecting "File >> Reconnect", but especially with Rithmic, this may not resolve the issue. In the end, the best solution in a scenario where Sierra Chart does not have the information on the open position is to call your broker to deal with the position. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-02-25 18:44:06] |
| User344297 - Posts: 4 |
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It's still happening the problem is I can't use the platform nothing pops either how much I am in green or red it shows nothing I can't place any trades on my account if I can't place any trades I would have to put the account on freeze until it's fixed because I just paid for a month of use but can't use sierra chart to place trades
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| [2026-02-25 18:56:05] |
| John - SC Support - Posts: 45633 |
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We are sorry for the frustration, but this is something that is completely with Rithmic to fix, as they own the interface to Sierra Chart. You have enough time remaining, that we can refund you the 1 month of Usage Time and then refund your Services Surplus balance back to you, less a $5.00 processing fee. If you want us to do this, then please post in the Account Support Tickets letting us know you want us to do so. You can access the Account Support Tickets at the following link: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2026-02-25 20:34:53] |
| User344297 - Posts: 4 |
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I figured it out thanks
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