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Date/Time: Thu, 21 Oct 2021 14:46:29 +0000



[Sticky] [Locked] - Notice: Transition to Direct Sierra Chart Billing For SC Accounts through Broker

[2021-03-04 03:24:14]
Sierra Chart Engineering - Posts: 98266
Effective April 1, 2021 Sierra Chart users will need to begin to pay directly for the use of Sierra Chart instead of through your brokerage account.

For some users this becomes effective in March 2021 if you have logged into Sierra Chart during March but after March 3, 2021. In this particular circumstance, there would have been no billing to your brokerage account (we will ensure this is the case, by ensuring brokers are properly following the billing invoice). And therefore you need to begin to pay for Sierra Chart in March if you need to use Sierra Chart in March.

The standard procedure in which we handle the above paragraph, is that we will add 7 days of usage time to the users account to make it active and then you will need to make a payment to your Services Balance as explained below.

** Do not contact your broker about this. If you have questions, post them on the Support Board here. There will no longer be any billing for Sierra Chart through your trading account after March 2021. **

You need to do the following steps:

1. Make sure you are running an up-to-date version of Sierra Chart. Update with "Help >> Download Current Version". Instructions:
https://www.sierrachart.com/index.php?page=doc/SoftwareDownload.php#FastUpdate

After the update, if you are prompted to update your email address on the Sierra Chart Login window do that as instructed.

In the case of Transact users, you can now begin to directly Login to Sierra Chart using the shortcut on your desktop for Sierra Chart. Although starting Sierra Chart in the way you previously have is still fine.

2. Select "Help >> Account Control Panel" within the Sierra Chart program to log into your Web-based control panel.

Go to the Services Activation Page:
https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation

In the "Choose Service Package and Time Period for Usage Time" frame, choose a particular Service Package you want to use and the renewal period. This setting is preset to what you are currently using.

If what is selected is what you want to use, then no changes are necessary.

For the descriptions for the available Service Packages, refer to:
https://www.sierrachart.com/index.php?page=doc/Packages.php#Packages

There are new packages, 10, 11, 12 which include the Denali Exchange Data Feed. Information about Denali:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php

Review the other services in the sections below on the "Activate Services" page, and choose what you want to use or disable what you do not want to use.

3. Go to the Manage Account Information page:
https://www.sierrachart.com/UserControlPanel.php?page=ManageAccountInfo

Update your contact and address information. This is important when making a payment and using our data feeds.

4. Go to the Make a Payment page:
https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit

On that page, you will see the amount you have to pay, for the services which will be renewing in the near term. This is prefixed with "Amount to Pay". (this item is still pending)

Make a payment using one of the payment methods for an amount equal to or greater than the Amount to Pay.

We are also in the process of implementing automatic payments through the Stripe payment processor. If that option is available at the time of this message, you can take advantage of it. We expect it to be fully released, before April.

This is all. You just need to make sure you have sufficient credit on your account for when the services renew. Go to this page, to see what services are set to renew for your account:
https://www.sierrachart.com/UserControlPanel.php?page=RecurringServices

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Note 1:

Regarding exchange fees, if you are using a data feed provided by your broker you will continue to pay exchange fees to your broker in April.

If you are using the Denali Exchange Data Feed you will pay exchange fees to Sierra Chart. Information about Denali Exchange Data Feed:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php

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Note 2:

At this time, all Sierra Chart accounts which have been initially provided through a broker, have unrestricted access to all functionality that a Sierra Chart Service Package normally provides. So there are no restrictions. These accounts now function just like any other Sierra Chart account.

-----
Note 3:

For detailed information about renewing Sierra Chart access, refer to:
https://www.sierrachart.com/index.php?page=doc/PurchaseInformation.php#RenewingAccess

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Note 4:

For information about the reasons behind this change, refer to:
https://www.sierrachart.com/SupportBoard.php?ThreadID=61336

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Note 5:

It is supported to change your chosen Service Package at any time. There is no additional cost . Only the usage time ending date on your Sierra Chart account is adjusted based upon the price difference.

Whatever number of months you paid for, there is a correct calculation of the new ending date based upon the new destination package.

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Note 6:

You will continue to use the same Sierra Chart account that you are currently using which has been provided from your broker. All of your Chartbooks and configuration within Sierra Chart remains the same with this transition.

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Note 7:

It is not necessary to do anything beyond the instructions in this thread when it comes to renewing Sierra Chart by direct payments to Sierra Chart instead of through your broker.

If you want to use the Denali Exchange Data Feed and you are not already, you can do that although it is not necessary at this time.

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Note 8:

Reducing the cost of CME Group Real-time Market Depth Data:
https://www.sierrachart.com/SupportBoard.php?ThreadID=62730#P259506
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: 2021-03-28 17:42:31
[2021-03-04 13:55:09]
Sierra Chart Engineering - Posts: 98266
There is no need to contact AMP or Transact to cancel billing for April 2021 and beyond for Sierra Chart or the Denali Exchange Data Feed. There will be no billing to AMP or Transact for Sierra Chart or the Denali Data Feed for April 2021 or beyond.

Billing for Sierra Chart and the Denali Exchange Data Feed for March 2021 will still be to your trading account.

One thing we want to make clear is there simply is no possibility of double billing. That is not technically possible. If there is any mistake with billing that you see on your trading account, then contact your broker about that and if they need to contact us, they will.

However, one thing we cannot control though, is that if you get billed for CME or EUREX exchange fees through CQG for a particular month and then you are also paying them with the Denali Exchange Data Feed, there can be double billing in that case. We definitively recommend using the Denali Exchange Data Feed for market data instead of CQG market data for CME and EUREX at this time. More information about the Denali Exchange Data Feed:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php

So just tell your broker you just want to use CQG for order routing only.
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: 2021-03-04 14:49:07
[2021-03-04 14:00:49]
Sierra Chart Engineering - Posts: 98266
If you are with AMP and if you have been previously using the Sierra Chart Order Routing Service and you see this message in the System Notification Window in Sierra Chart and on your Sierra Chart web-based account control panel:
“Your Sierra Chart account has a trading account for the SC Order Routing service and your Sierra Chart services balance is below 5 USD. To continue to have access to the service to pay for order fills, you need to add additional credit to your account.”

You can safely disregard this. This is only applicable when using the Sierra Chart Order Routing Service which is not being used by AMP users any longer. Order fills would only be billed to your Sierra Chart account for actual order fills when using the SC Order Routing Service. So if you are not using that service there is no billing. For example, you would not be billed for CQG order fills through your Sierra Chart account when using CQG. This would not even be possible.
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: 2021-03-04 14:01:19
[2021-03-04 19:11:30]
Sierra Chart Engineering - Posts: 98266
In the case of Sierra Chart users who have Sierra Chart accounts provided through AMP, if you have not yet logged in March 2021 to Sierra Chart, then you will be responsible for paying for Sierra Chart, for March. In this case, follow the instructions in the first post. We can give you a one week time extension at no cost on request.
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: 2021-03-26 06:55:24
[2021-03-04 20:35:21]
Sierra Chart Engineering - Posts: 98266
Effective April 1, it will be a requirement to use EUREX data from the Denali Exchange Data Feed when using CQG and this will apply to other services in May. Full documentation is here for the Denali Exchange Data Feed:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php

To use the Denali Exchange Data Feed requires that you are using Sierra Chart Package 10, 11, or 12. You are able to change the Service Package here:
https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation#1


Before April 1, it is necessary to contact your broker and have them cancel the EUREX exchange fee that you pay through CQG. Do not activate the EUREX exchange on the Denali Exchange Data Feed, until you have confirmation that you are not receiving the real-time EUREX data from CQG. This procedure avoids any possibility of paying for the exchange fee twice. The EUREX exchange is activated here:
https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeedNonCME


Before April 2021 we will have support for market data for EUREX spread symbols.

The symbol mapping is handled automatically for outright futures. For non-outright futures contracts you want to trade on EUREX, you would need to use the Denali Data Feed spread symbol for the chart, and set the CQG symbol in the Chart >> Chart Settings >> Trade and Current Quote Symbol.

For the reason why there is a requirement to use Sierra Chart provided EUREX data, refer to the second half of this post here:
https://www.sierrachart.com/SupportBoard.php?PostID=251401#P251401

The above will not be technically required until May 1 which means you can still use CQG EUREX data until May 1. However, we are putting out this notice now and wanting to get users, transitioned to our new EUREX data feed as soon as possible.
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: 2021-03-07 19:06:34
[2021-03-04 20:56:43]
Sierra Chart Engineering - Posts: 98266
Now we are aware that for some users, transitioning to direct payments, and slightly different method that users log into Sierra Chart for Transact users, there may be some need for interactive help.

We are willing to no cost offer up to 10 minutes of remote assistance support for any help just on these specific items. We would offer this, during the time from March 15 through April 15, 2021. Remote assistance support is strictly limited to helping with logging into Sierra Chart, making a payment, and activating the EUREX exchange. If you would like to request help, you can do this through a Support Ticket or this Support Board:
https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets
https://www.sierrachart.com/SupportBoard.php?ForumID=0

But do not make a request until after March 15. We cannot guarantee what time of day we would be able to help. It would be usually most comfortable, after the market close.
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: 2021-03-04 21:02:30
[2021-03-05 23:18:43]
Sierra Chart Engineering - Posts: 98266
We are allowing a 1 to 2 week time period from April 1, for the transition time.

If your Sierra Chart account has been through a broker, and if you do want to use Sierra Chart immediately starting April 1, please do follow the instructions in the first post, before April 1 but there will be allowed transition time to make a payment.

However, if exchange market data fees are due for April, you must have a sufficient credit on your Sierra Chart account to have access to the real-time data.
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: 2021-03-05 23:19:43
[2021-03-08 15:06:04]
Sierra_Chart Engineering - Posts: 1961
If there are cases where you have been billed for Sierra Chart on your trading account any time since 2010 until February 2021, but you did not login to Sierra Chart or were using Sierra Chart during that month, we want to hear about it.

Let us know on this Support Board.

Also no one has given us a thank you for post #1. Not a problem, however billing through brokers for Sierra Chart has proven to be a major mistake and it is not something we should have allowed to start. And continue this long. It is much better off, that you are in control and paying standard prices. The reason standard prices are important, is that there are no restrictions with Sierra Chart and everything functions the same and there are no questions in regards to this, and there is an equitable cost across the user base.

And it allows us to offer more functionality like the enhanced data feeds (Denali) at a lower price which we have done.
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: 2021-03-08 17:19:51
[2021-03-09 01:21:36]
Sierra Chart Engineering - Posts: 98266
As we transition users to direct Sierra Chart billing there is one special circumstance that has arisen we did not think of but we do have a good solution to it.

For some users they will need to begin to pay for Sierra Chart in March 2021. Rather than April.

This occurs for users who have logged into Sierra Chart in March, but this occurred after March 3, 2021.

In this particular circumstance, there would have been no billing to the users brokerage account for Sierra Chart. This is because there is no billing to the monthly invoice provided to the broker for that particular user in this circumstance.

So in these cases, those users need to begin to pay for Sierra Chart in March if they want to use Sierra Chart in March.

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: 2021-03-09 01:22:53
[2021-03-10 22:50:12]
Sierra Chart Engineering - Posts: 98266
We do see a lot of questions about this transition. The common question is what users need to do to continue with Sierra Chart.

Please do read through the first post at the top of this thread:
https://www.sierrachart.com/SupportBoard.php?PostID=255199#P255199

However, the short answer is simply add credit to your Sierra Chart account here:
https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit

You can get to this page within Sierra Chart through Help >> Add Usage Credit.
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: 2021-03-10 22:51:32
[2021-03-24 23:59:28]
Sierra Chart Engineering - Posts: 98266
There is also not a hard deadline to this transition, meaning April 1. All Sierra Chart accounts associated with the brokers, are active until April 10. The transition time should be considered to be throughout April and we will be accommodative as needed.

We were looking at some old communication. And we see, that the transition away from broker based billing, was being considered back in July 2020. So this is nothing new and is not related to AMP removing support for TT or changes at Transact. While these things, are certainly related to the timing of this, they are not the sole reason.
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: 2021-03-26 06:54:08
[2021-04-01 13:26:43]
Sierra Chart Engineering - Posts: 98266
We want to say to AMP and Transact users who have obtained Sierra Chart through these brokers, that your account as of this time is still active. If not, let us know and we can do a temporary time activation and help you with direct payments and any other questions.

We will be very accommodating during this transition. And if you have any trouble making a payment just let us know and we will temporarily activate services.

The only thing that you have to pay for, immediately effective April 1 or when you begin to use Sierra Chart within this April, is exchange fees if you are using one of our own data feeds (Denali Exchange Data Feed for example).
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: 2021-04-01 21:47:13
[2021-04-19 04:56:13]
Sierra Chart Engineering - Posts: 98266
We are getting some questions, from Transact users where they are not able to connect to their trading service, because their account is now expired but they have paid for usage time but on a different account as compared to their Sierra Chart account provided by Transact.

Understand that these are separate accounts. You could have paid for usage time on your Sierra Chart account provided by Transact but if not, it is not a problem. However, make sure you are logging into Sierra Chart with the correct account.

You will need to login to Sierra Chart using the account you paid for usage time on.

Here are the instructions for this:
https://www.sierrachart.com/index.php?page=doc/LoginInstructions.php#DifferentAccountName
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.

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