Support Board
Date/Time: Fri, 23 Oct 2026 16:23:37 +0000
Recurring Billing not Reset with Correct Date
View Count: 17
| [2026-10-23 15:07:21] |
| skalaydzhiyski - Posts: 136 |
|
Hi SC, I am contacting you with regards to my subscription - I have service package 12 + CME, CBOT, NYMEX, COMEX Denali Feed and I literally just paid for a monthly subscription to the data (i.e. i manually clicked Activate) but in the recurring billing section i can see my next payment is upcoming on the 1st (i.e. in 7 days i will have to pay the same amount for the same month) """ Account Notes/Actions Required: [ ! ] Usage Time About to Expire - Your usage time will expire in 4 days. [ ! ] Your Services Balance of 145.20 USD is too low to renew the Services activated on your account which will expire within the upcoming 14 days (2026-11-06). You need a balance of at least 183.3 USD. You can view the Recurring Services. To activate and deactivate services on your account, go to the Services Activation page. (Current Usage Time Ending Date: 2026-10-26). You will need to make a payment of 39 USD. 2026-11-01 2026-11-01 Monthly (Calendar Month) 40.50 Denali - Activated Exchange: Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for non-professional Trading accounts """ Is there no way for me to carry what i just paid to the next month ? or to just start my recurring billing from today's date to the next month ? Haven't been charged for 1 month even though i will use 7 days of data? All the best, |
| [2026-10-23 16:14:35] |
| John - SC Support - Posts: 48312 |
|
The packages and the exchanges renew at different times and using different processes. The packages renew on a rolling 31 day basis based on when you first activated your account. Your next renewal is set for October 26, 2026 at which time you will be charged $142.80 in exchange for 3 months (93 days) of Usage Time. The exchanges renew on a calendar month basis and are not pro-rated. So when you activated the exchange on October 23, 2026, you paid the full price for the exchange ($40.50) in order to get the data through the end of October. You will then need to pay again on November 1, 2026, in order to get the data in November. The exchange fees are paid to the exchanges themselves and they do not give refunds, so there is nothing we can do in this regard. There are multiple mentions of how the exchange fees function in our documentation, and when you activated the exchange, you were taken to a "Confirmation" page, which stated explicitly that you were activating an exchange to get data through October 31, 2026. 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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