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Direct MessagesDate/Time: Wed, 24 Apr 2024 19:44:57 +0000
*Notice*: Multiple Months Payment for Usage Time and Changes to Discounts
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| [2017-02-13 17:07:16] |
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Yes this has been responded to and your account has also been activated.
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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-02-27 22:11:23] |
| User25244 - Posts: 123 |
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SC again your payment notification are asking for additional payments for exchange data first I was asked for a payment of $50 which I paid It then told me after paying that I needed to make another paymrnt of $1 (Which caused my CC company to lock my card) Then I tried to make a payment for SC pkge 3 In which I was told to make a payment of $14 Which I did Then after paying I was told my balance was too low and need to make an additional payment Thats would 4 payments to the same company in less than 1 hour You are causing my CC to Lock up as well as untold aggravation If this cant be simplified I may as well do away with exchange data Please simplify this payment fiasco as it is becoming less and less tolerable |
| [2017-02-27 23:49:04] |
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It is as simple as it can be. Upon a review the only issue that we saw was that on this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation It said this: Your current Services Balance is 16.00 USD. You will need to make a payment of 35 USD to your Services Balance to pay for the Service Package you activated on your account.
When it should have said this: Your current Services Balance is 16.00 USD. You will need to make a payment of 35 USD to your Services Balance to pay for all services activated on your account which are upcoming for renewal which can include the Sierra Chart Exchange Data Feed and the Service Package active on your account.
Since you have the exchange data feed active on your account.The concept is very simple of whereby you add credit to your Sierra Chart Services Balance and have the Sierra Chart usage time and also the exchange data feed services being deducted from that. These payments happen automatically. Once you add credit there is nothing further to do once the services are activated which they are in your account. All of this is very straightforward and a basic accounting principle. And it would probably be best to simply add a larger amount like 100 USD to cover the cost of the services you have activated on your account. The intention is that users will make a single payment rather than individually for the data feed and the usage time like was done previously. The problem here is that you deliberately pressed the Renew Now button three times within one minute today causing your Services Balance to go down to an insufficient balance to pay for the Exchange data feed. You did not need to do that because your usage time on the account was set to expire 2017-04-19. And would automatically renew at that time. You were also also given a confirmation prompt before proceeding which you had to acknowledge three separate times. Explain why you used the "Renew Now" button three different times today on this page?: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation What were you trying to accomplish by doing this more than once or even at all? Once we have this answer, we will then see how to clarify to confusion. We have a very large number of users using this functionality who are not having any issues or questions. So we have explained what you have done and why you saw the result that you did and we corrected one of the messages which was not completely clear. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-02-28 00:07:11
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| [2017-02-28 00:04:21] |
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In response to post #26, what we have done for you is reversed the three Renew Now operations that you performed. This now brought your Services Balance to 64 USD. Take for example the Skype application, that also works the same way. You add credit to your Skype balance and phone calls and calling plans, and Skype numbers are all paid for from that balance and some of those things automatically renew. Once again, this is a very common paradigm. We can understand how people get confused when there are changes and we are here to help and this is why we looked at what you said, analyzed it, made a small correction, and explained what happened in your case. 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2017-02-28 12:21:08] |
| User25244 - Posts: 123 |
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as far as the "renew now" entries it states that if I want to extend usage time (taking advantage of the discount offered) I was to press renew now to extend usage time That is not very clear if in fact you say I shouldnt have pressed renew now at all It would be much clearer if SC clearly stated how much was due to continue existing service so that one could pay 1 time or as sc has done in the past have an option to add more months and the discount for those months (again as they have done in the past) At this moment sc claims I hav a $64 credit which should take care of the data feed ($50.75) Also in order for myself to determine how much the monthly charges are I would think that the prices of the various service packages would be clearly displayed as they have been in the past How much is the service pack 3? And to your point If this were as simple as you claim there would not be a "Sticky" thread devoted to the issue PS your account window claims i have a credit of $64 my service pack with exchange fees are $75.75 so the amount due would be $12 orrect? PSS disregard I just noticed the above post was directed to my question thank you Date Time Of Last Edit: 2017-02-28 13:17:41
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| [2017-03-01 03:36:10] |
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it states that if I want to extend usage time (taking advantage of the discount offered) I was to press renew now to extend usage time Yes but this is clearly going to reduce the Services Balance. This in effect can cause a notice to be given that you have to add more credit for the Sierra Chart Exchange Data Feed if there is not enough credit to renew it. Think of your Services Balance as a bank account. What you were doing was causing deductions against it. This should be clear. This notice needs to be given in order to inform the user if there is insufficient credit to pay for the data feed for the next upcoming month. Also in order for myself to determine how much the monthly charges are I would think that the prices of the various service packages would be clearly displayed as they have been in the past How much is the service pack 3? What you pay for Sierra Chart is listed on this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation We gave you this link previously. You are able to see the price when you set the Service package and number of months to renew. It would be much clearer if SC clearly stated how much was due to continue existing service so that one could pay 1 time or as sc has done in the past have an option to add more months and the discount for those months (again as they have done in the past)
What is required to pay for the data feed and the service package is shown on this page in the Account Details sectionhttps://www.sierrachart.com/UserControlPanel.php#AccountDetails They are shown as separate values: Service Package Enabled For Renewal Exchange Data Feed Features and Exchanges Monthly Cost And to your point If this were as simple as you claim there would not be a "Sticky" thread devoted to the issue 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, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2017-03-01 05:17:49
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