Home >> Support Board

Support Board

Date/Time: Sun, 05 May 2024 07:31:06 +0000

How to Post a Message for Support

payment

View Count: 495

[2021-10-07 07:50:56] #1 [Go To First Post]
User913831 - Posts: 37
I have made payment Date-Time: 2021-10-01 12:04:03 UTC Account Name: pcfTrading Name: clot mokko Amount Paid: 213.00 USD + 8.20 USD reming on my account for a total of above 220.8 usd for the package 11 advanced + denali data feed. looking at you log on msg you notified my that my accound is now only a 190.28 USD and need refunding. how is that possible? what is going on ? Thanks

[2021-10-07 08:46:02] #2 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
We see an exchange fee payment: 2021-10-01 12:09:39 UTC [Services Balance] \| Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts Exchange Fee. -31.20 USD This is the reason why the balance is lower by this amount. 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: 2021-10-07 08:46:20

[2021-10-07 08:52:55] #3 [Go To First Post]
User913831 - Posts: 37
what does that mean? why did this 31.20 usd has been deduced for? I have made payment for package 11, which the only one currently selected in my control panel. why are you charging me 31.20 usd for?

[2021-10-07 09:05:20] #4 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
That is a fee paid to the exchange for real-time data. Refer to: Denali Exchange Data Feed: Supported Exchanges (Exchange Fees) There are less expensive exchange fees that do not include market depth data. So you can reduce your cost. 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

[2021-10-07 09:13:19] #5 [Go To First Post]
User913831 - Posts: 37
ok I understand that you are charging me 31.20 usd for Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts, why ? I previously was on rithmics and I understand that i could had a trial period with denalti until the end of the month, is that trial period cost me 31.20 usd in fact?

[2021-10-07 09:38:14] #6 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
There was no trial for the exchange fee. We do not set these fees or rules. You need to contact the exchange. 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

[2021-10-07 15:07:37] #7 [Go To First Post]
User913831 - Posts: 37
Which exchange? My rithmics fee was paid through my broker, so it has never came out of Sierra. I understood that there was ao Denali free trial period that I run in addition to rithmics. Was this not the case? Would you mind clarifying What is this charge related to? who is it with (if not you)? for what period of time? who is a the initiative of this charge? is this still on going? Thanks

[2021-10-07 16:59:43] #8 [Go To First Post]
John - SC Support - Posts: 31362
According to our records, you activated the Full CME Group (CME, CBOT, COMEX, NYMEX) for nonprofessional Trading accounts on September 16, 2021, and then deactivated it and did a few activations and deactivations along the way. At that time, since that was your first CME Group exchange you had ever activated, you got that exchange for free until the end of the month (how this works is a CME Exchange rule, and we give information on this here: Denali Exchange Data Feed: Real-Time Data Free Trial and Alternatives) Then, on October 1, 2021, you did not have enough funds in your account for the renewal, so it did NOT automatically renew. But, then on October 1, 2021 (after the exchange had been automatically Deactivated) you made a payment of $213.00 and then you selected the activation for the "Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts". This was a specific decision to activate this exchange on that date. Therefore, since this was a new month, that exchange cost you $31.20. To ensure that the exchange does not renew in November, you will want to deactivate it. You will still have access to the data through the end of the month as long as you stay on package 10 or higher (to enable the Denali Exchange Data Feed). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-10-07 17:57:27] #9 [Go To First Post]
User913831 - Posts: 37
Thanks, I do recall, I made a payment of 220.8 in order to have the denali package service 11 for 6 moths at 20% discount. As it did not activate by itself on the day, I activate/desactivate a month fee in order to initiate its renewal (so I thought) I have made this mistake but at the time i did not see any other option and needed to access the market. As you could easily monotor no trade has been booked and only the micro ES has been monitor during the RTH much on its open. Could you do a gesture for me there as this account is a micro account and deduce this 1 months from the 6 mmonths package originally attended. I will appreciated Thanks

[2021-10-07 23:26:35] #10 [Go To First Post]
John - SC Support - Posts: 31362
Could you do a gesture for me there as this account is a micro account and deduce this 1 months from the 6 mmonths package originally attended. Are you asking us to reduce your Usage Time by $31.20, and then putting those funds back into your Services Surplus? We could do this, but there is not enough time left in your current Usage Time to be able to do this. But, here is what we can do, if you approve. We will go ahead and put the $31.20 into your account and then we will renew your account for the next 6 month period. Then we will remove 26 days from your Usage Time, since you will have it available at that time. Let us know if this is what you want us to do and we can take care of it for you. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

[2021-10-11 13:26:25] #11 [Go To First Post]
User913831 - Posts: 37
Thanks Much appreciated if you go ahead with and put the $31.20 into my account and renew for the next 6 month period pro rata. very kind Many thanks

[2021-10-11 14:48:30] #12 [Go To First Post]
John - SC Support - Posts: 31362
We have taken care of this for you. Your account has now renewed for Package 11 with an End Date of March 20, 2022. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing

To post a message in this thread, you need to log in with your Sierra Chart account: