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Direct MessagesDate/Time: Thu, 02 May 2024 07:30:31 +0000
URGENT: Trailing stop failed. Do stops not work on high volatility? Where is warning?
View Count: 902
| [2019-10-04 13:28:13] |
| User339484 - Posts: 71 |
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https://streamable.com/xy39x I recorded my sessions encase something like this happens. At 00:08 you can see one stop goes off but the other does not. This causes me to lose an extra $400ish. It stops out on my buy order, I have 2 ready to go long there, and only 1 goes long where I make $225ish instead of $450. Overall, this caused me to lose $400 and miss out on another $225. If this is working as intended, there should be a warning "on high volatility stops might not work" Please advice who I need to speak to for my refund. I did everything right by the book for how to play place a stop and it did not work. |
| [2019-10-04 14:06:47] |
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This is going to be a chargeable analysis. You need to follow through the instructions here: Trade Activity Log Analysis: Support Assisted Trade Activity Log Analysis We expect it would cost less than 15 USD. If you think there is a problem on the Sierra Chart side, there is not. We also notice you are running an older version of Sierra Chart. You need to update today because the version you are running is going to be discontinued over the weekend. We do not think there is any problem in the version you are running but when there is a failed modification of a trailing stop, there is not going to be a retry after so many failed modifications in a row. This is a new feature which is not likely in the version you are running. This is very necessary in order not to run into order rate limitations imposed by CQG. 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: 2019-10-04 14:32:54
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| [2019-10-05 21:05:32] |
| User339484 - Posts: 71 |
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What do you recommend that I do? As shown in the video I very clearly place a trailing stop as intended and how it has worked for every platform I have used over the the last decade. You are saying there is no problem on your side then whos problem is it? I placed the order as the manual states and it clearly did not work. What am I paying $15 for? Is this just going to add insult to injury by charging me and saying somehow its my fault?? Who is refunding me the amount owed? |
| [2019-10-05 21:34:43] |
| User339484 - Posts: 71 |
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I will need to speak with someone higher up. I stream a lot of my trading sessions and upload lots of videos for people, as well as post a lot of info on twitter, and I have recommended Sierra charts to 100s and 100s people, always talking the best about you guys. I have been a big supporter, but this is a huge deal for me because this video proof clearly shows the trailing stop not working as intended. This seems like it would be a big deal to people with a platform that you can't rely on stops to work, so I would like to talk to someone to make sure this doesn't happen again before I can continue recommending Sierra Charts to traders. It is very hard to talk to anyone to get help from someone with authority. Support tickets aren't enough here, I would like to speak with either a manager or someone higher up regarding this serious issue and seeing what agreement we can come to in regards to a reimbursement because I very clearly have video proof of a stop loss not working as it is supposed to work. Thanks, Harrison |
| [2019-10-06 02:10:56] |
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Follow the instructions in post #2. The linked section provides details on what you need to provide us. There is no one higher up. No one at all. Provide the information requested. Your conclusion that this is a Sierra Chart problem is no different than this person : My bracket order did not trigger Their conclusion was incorrect. The issue was with the risk-management settings for their trade account with their broker who control those settings, and substandard services by CQG. We cannot guarantee this will not happen again because the problem is outside of Sierra Chart. The information you provide, will make that quite clear. The video is not useful to us: Support Board Posting Information: Do Not Post Videos Unless Requested! And there's no chance in hell we are going to provide any reimbursement. We are very very surprised you are even asking for that. No chance at all. We do not do that. That is totally inconsistent with contractual law to begin with. In other words there is not even any basis in law to even support that. It is not proper for so many so many different reasons to even be asking for this. Why don't you ask the CME for reimbursement. Why don't you ask CQG or your broker. This is not even our fault to begin with. And we are at the very very very very very very very bottom when it comes to income. 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: 2019-10-06 03:09:30
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| [2019-10-06 03:57:43] |
| User339484 - Posts: 71 |
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So then I should never use buy/sell stops as attachments anymore because they can fail? Is that the best way to go about this? Seems silly to pay you 55$ an hour to tell me its my fault for using a platform how it is designed. Help me out here because you can clearly see I did everything right. Who should I talk to regarding getting a reimbursement. In these situations what is the best route to take from my end? It seems like everyone is just going to blame each other and the small guy, the customer, pays for it when I used everything correctly. Cant you see where I am coming from? |
| [2019-10-06 09:28:22] |
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What we were inferring in our prior post is that we will not ask for payment but we do need the information requested in post #2 so we can understand what the problem is definitively and report back to you. Please provide that information as we cannot work from a video. Refer to: Trade Activity Log Analysis: Support Assisted Trade Activity Log Analysis 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: 2019-10-06 09:29:18
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