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Date/Time: Mon, 24 Feb 2020 14:08:29 +0000



Account Switched from Level 5 to Level 3 yesterday

[2020-01-23 13:18:51]
User118500 - Posts: 6 | Ending Date: 2020-02-29
My account was switched from level 5 to level 3 last night for some reason. I am a transact user and they have advised they still have me at level 5 and it is paid till 1-30. I have done a support ticket yesterday evening with no response to data. I sit here just before market open without charting necessary to trade.

Please advise
[2020-01-23 15:58:30]
Sierra Chart Engineering - Posts: 81406 | Ending Date: 2020-06-09
So did you want to be using the Sierra Chart Advanced package 5? If so, we have set your Sierra Chart account to be on package 5 for now.

That should automatically go into effect but if not restart Sierra Chart. If it does automatically go into effect you will need to reload the charts with Edit >> Reload All Charts.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2020-01-23 16:19:29
[2020-01-23 16:54:31]
User118500 - Posts: 6 | Ending Date: 2020-02-29
Not sure what you are asking me here "So did you want to be using the Sierra Chart Advanced package 5?"
I subscribed to level 5 have paid for level 5 and have had level 5 until last night around 7pm EST. Something in error removed it on SC end and cost me trading last night and this morning. Please help me to understand what went wrong and how to fix it. VS "If so, we have set your Sierra Chart account to be on package 5 for now."
[2020-01-23 21:16:05]
Sierra Chart - Max - Posts: 4488 | Ending Date: 2020-02-29
As your account is paid for through Transact, we cannot control this from our side. You need to contact Transact about this, and have them make sure that your account is set for Service Package 5.

We only temporarily activated the Advanced service package 5 for you.
Sierra Chart Support
Date Time Of Last Edit: 2020-01-23 21:18:52
[2020-01-23 21:18:59]
User118500 - Posts: 6 | Ending Date: 2020-02-29
I have contacted TransAct See email below.








According to our records you are opted into Level 5 Sierra Charts on account *****



From: Doug Kyle <dougrkyle@yahoo.com>
Sent: Wednesday, January 22, 2020 9:12 PM
To: Transact Support <support@transactfutures.com>
Subject: Account # 46713



This evening my SC account switched from a level 5 account to a level 3 account and I lost TPO charts



I had signed up for level 5 via Transact and am paid till the end of the month.



Can you share any insight too this?



Thanks,

Doug
[2020-01-25 00:02:21]
Sierra_Chart_Engineering - Posts: 534 | Ending Date: 2020-11-26
This issue has been resolved. The user was not running Sierra Chart from the Transact trading software preventing the changing of the package to the Advanced package.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation
Date Time Of Last Edit: 2020-01-26 00:07:03

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