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Date/Time: Fri, 03 Dec 2021 17:11:08 +0000



Service package auto renewed accidentally

[2021-10-20 14:49:40]
MindPortal - Posts: 18
Hi so sorry my service package auto renewed and I was charged $200+ I reached out the day it charged me through a support ticket and I was redirected here. Is it possible to receive a refund and cancel my service package. I will not be trading anymore. Thank you
[2021-10-20 15:15:45]
John - SC Support - Posts: 12485
The good news is that your account did not actually renew yet, so the funds were just requested from your credit card and put into the Services Surplus for your account. So there is nothing we need to refund in terms of the Usage Time. We have opened an Account Support Ticket for you requesting the refund of the funds in your account back to your card.

We have also set your account not to renew. This means that you have Usage Time available through November 8, 2021. As such, we did not want to turn off your data feed unless you specifically tell us that it can be done. Or, if you want to take care of this yourself, then follow the instructions at the following link:
https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php#CancellingTheDenaliExchangeDataFeed

And finally, we recommend you go through the process to turn off the automatic payments with Stripe for your account. If you turn everything off, then there should not be any payment processing occurring, but best to have that off as well. You can go through that process on our Payments page and then selecting the button at the bottom of the page in the section for Automatic Payments through Stripe for Manage Automatic Payments.

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