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Connection issues after change of broker preventing me from applying for newly offered Sierra da
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| [2013-12-30 18:16:28] |
| Marco Gundel1 - Posts: 18 |
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Hi support team. I hope you can help and clarify. So far I have been trading with Optimus Futures and Rithmic Data Feed. My platform (Chart package 5 of Sierra) was funded using my account name as shown in the support board name and I still have a lot of credit on it. I have now changed my broker (from Optimus Futures to Velocity Futures), which also meant I have a TT data feed. I have received from Velocity a new account name and password. Upon log on with this new account name I received the following message (see message log attached). My goal is to trade through my broker Velocity Futures but use the newly offered Sierra Chart Real-time and Historical Futures data feed. I do not want to pay again for the chart package 5 for which I still have enough credit (you should be able to see this based on my account name in the message. I would like of course pay for the newly offered Sierre Chart Real time and historical futures data feed but I know in order to get this done I need to have a successful connection with TT data feed, which seems to be the problem now. Thanks for clarifying |
Attachment Deleted. Private File |
| [2013-12-30 21:11:33] |
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Try reentering the password through Global Settings >> Data/Trade Service Settings. There is a separate password for the Price Feed and Orders. If you still need help contact your broker. To use the Sierra Chart data feed, you do need a direct account and cannot use a Sierra Chart account provided by a broker. You do have a direct account, but it needs to be at the regular price to be able to connect to all services and not just Optimus/Rithmic. 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: 2013-12-30 21:12:15
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| [2013-12-31 00:05:52] |
| Marco Gundel1 - Posts: 18 |
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Thank you ....but how can I ensure that the credit that I have on my existing account is transferred to the new Account I have with Velocity? This is an entirely new account number?
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| [2013-12-31 00:23:29] |
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This is not possible. The two accounts are different and have a completely different billing model. What you need to do is request us to set your account that you are using to post on the Support Board, to a normal account and then you can use it with Velocity and also use the Sierra Chart Futures data feed. 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 |
| [2013-12-31 00:43:54] |
| Marco Gundel1 - Posts: 18 |
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Sorry I am confused I had an account with Optimus. With Optimus I paid 27.5 USD per month. The Optimus account was linked to Sierra and when I entered my log on details it was the same account name I use on the support board. I have paid for 3 month Sierra - I currently have 71 days usage credit remaining. Now I have received an account number with Velocity and as you said it is a different account. I now pay a bit less 25 USD per month. If I requested you to set your my account to a normal account, which I then could use with Velocity and Sierra Chart Futures feed would I still pay 25 USD per month? Would the guys from Velocity not get confused if I used a different account? Sorry I am not really into "IT" so forgive me when my question seem to be odd |
| [2013-12-31 01:27:33] |
| kamicrazy - Posts: 18 |
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There are two things that needs to happen. Firstly you need to cancel your Sierra Charts with Velocity and stop paying them $25 a month. That does not mean to close your brokerage account, it just means you no longer source Sierra Charts from Velocity. You need to retain your TT login details though and that connection needs to remain valid through Velocity. $27.5 per a month for Package 5 on your direct account is a discounted account. The normal price is $45 a month before pre purchase discount. What Sierra support is saying is that you need to send them a request to change your direct discounted account to a normal direct account paying standard rates. The end result is this. You have a normal direct account with Sierra $45 a month before pre-purchase for package 5 You have TT login details from Velocity and do not pay Velocity for Sierra. EDIT: You will also need to pay additional for the Sierra Real-time futures feed. Date Time Of Last Edit: 2013-12-31 01:30:13
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| [2013-12-31 07:36:37] |
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Post #6 provides a good explanation.
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 |
| [2013-12-31 11:33:54] |
| Marco Gundel1 - Posts: 18 |
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Maybe it is still not fully understood. I paid 27.5 USD discount on Sierra pacakage 5 with Optimus. Now I am with Velocity and referring to Velocicty I pay a discounted rate of 25 USD per month. Why should I cancel my source with Velocity and pay 20 USD more per month. I does not make sense. If I now cancelled then I would not have to pay 45 USD. All I want is that I source Sierra through Velocity and pay 25 USD for chart package 5 Keep the name on the support board. - IF not possible then this is not a big problem, it would just be nice because it was possible with Optimus Get a credit on the 71 days already paid - either back to my credit card or simply give me 71 days (now 70 days)to my Velocity account number. Once this is done then I can apply for the Sierra Realtime futures price feed but keep the Velocity order feed. Just tell me what can be done and why it is not possible to have my credit moved to another account or give a credit to my credit card.I will remain using Sierra in the future |
| [2014-01-01 20:56:35] |
| kamicrazy - Posts: 18 |
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You cannot have Sierra Real Time Futures data on either of your accounts. Discounted accounts or accounts through a brokerage cannot have Sierra Real Time futures data. Only fully paying direct accounts can have Sierra Real Time futures data. That means you need to convert your discounted account to a full paying account. It also means your velocity provided Sierra does not qualify for Sierra Real Time futures data. |
| [2014-01-03 05:40:54] |
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What is said in post #9 is correct. We are not here to explain whether something makes sense or not. We have certain pricing arrangements that exist and these are firm for the simple fact that if we start deviating from policy, then everyone is going to want a special deal . It also leaves less available for development of Sierra Chart. The market data features do cost a lot to provide. These are not inexpensive features. To repeat what was said in post #9, if you want to use the Sierra Chart market data feed, you do need to have a direct account with us without any discounted pricing. If it helps, the price of package 5 is reduced to 40 USD a month. And once we convert your existing account to normal pricing, will not reduce the existing usage time you paid for as long as there is under 2 to 3 months remaining. If you do want a refund, we can do that, but it would only be a partial refund. You can control your display name on the Support Board here: https://www.sierrachart.com/SupportBoard.php?do=CP 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: 2014-01-03 09:26:09
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| [2014-01-04 09:34:07] |
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Marco, we checked and your current Sierra Chart account as it is currently configured can be used with the Sierra Chart Real-time and Historical futures data feed: https://www.sierrachart.com/usercp.php?page=Features So there is no need for us to convert it . Normally discounted accounts cannot use the data feed, but because you directly pay for it, it does not have that restriction. However, it does have the limitation that it can only be used with Rithmic. Not Velocity Futures. 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: 2014-01-04 09:36:26
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