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Date/Time: Fri, 23 Apr 2021 04:16:33 +0000



Exchange not authorized - US equities

[2021-04-08 13:49:09]
User597664 - Posts: 6 | Ending Date: 2021-04-07 [Expired]
Mapping AA to AA. Service code: equities.us | 2021-04-08 08:47:38.259
SC Data - All Services | Starting real-time market data updates for: AA (AA). ID: 51 Service code: equities.us | 2021-04-08 08:47:38.259
SC Data - All Services | Requesting security definition data for: AA (AA). ID: 51 | 2021-04-08 08:47:38.259
HD Request # 25 | Downloading Historical Daily chart data for AA. Starting date: 1971-04-09. Service: equities.us | 2021-04-08 08:47:38.259
HD Request # 25 | Requesting historical Daily data for AA starting at 1971-04-08. SC External HD service. | 2021-04-08 08:47:38.259
Symbol Error - AA is unknown, unavailable, or improperly formatted. Exchange not authorized. | 2021-04-08 08:47:38.424

[2021-04-08 16:07:05]
John - SC Support - Posts: 7168 | Ending Date: 2022-04-04
We work with barchart for the U.S. Equities data and they have your account tagged as a Professional. Most likely due to your email address.

Since you have activated the Non-Professional exchange, but they have you listed as a Professional, you are not able to get data.

We are checking on this for you and will let you know when we have an answer.
[2021-04-08 16:17:08]
User597664 - Posts: 6 | Ending Date: 2021-04-07 [Expired]
Thanks John - I bought Sierra today just for this service.
I've now got an Eikon terminal instead.

Can I just cancel everything done today and get a refund please?
[2021-04-08 17:41:20]
John - SC Support - Posts: 7168 | Ending Date: 2022-04-04
As we suspected, the issue is your email address. It looks too much like a professional trading company. If you can change your email and resubmit the exchange agreement, then they will change your status and you can continue to use Sierra Chart.

But, if you do not want to, then that is fine. We will not be able to refund the Exchange fees, as the exchanges do not give refunds. We can refund the rest for you.

Just please verify what you want us to do.
[2021-04-08 18:08:35]
User597664 - Posts: 6 | Ending Date: 2021-04-07 [Expired]
Hi John, thank you for your support today, yes please refund the rest I understand you cannot recover exchange fee payments.
[2021-04-08 19:24:20]
John - SC Support - Posts: 7168 | Ending Date: 2022-04-04
We have refunded the usage time back to your Services Balance and opened an Account Support Ticket for a refund to your credit card. It will take a day or two for the refund to process back to your card.

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