Support Board
Date/Time: Mon, 03 Mar 2025 17:54:35 +0000
Payment Completed
View Count: 546
| [2021-11-02 20:59:47] |
| User328443 - Posts: 5 |
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My Denali is not working but the payment was made yesterday. I can't activate any Denali related service after making a payment yesterday and my account still can't be used. Please fix my account as I have paid for service through 12/2. If not I will be forced to submit a CC dispute.
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| [2021-11-02 21:50:59] |
| User328443 - Posts: 5 |
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This is a joke right? I made a payment yesterday and my account still does not work. What is the problem with getting my account fixed and my feed activated. I should not need to pay for the 12/2/21 to get my account working. This should have been done yesterday when payment was made. I want my account fixed immediately or I will file a dispute with CC company.
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| [2021-11-03 00:01:37] |
| John - SC Support - Posts: 38326 |
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Your Sierra Chart account renewed on 11/2/2021, for which you had enough funds. But your data did not renew on 10/1/2021, so you have not had any exchanges active since then. If you want to activate an exchange now, you will need to add enough funds to cover the cost of the exchange, and then you can activate the exchange itself. For example, we see that you have tried to activate the "Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts", but to do this you need to have $31.20 in your account, which you do not have at this time. You can add funds to your account on the Payments page, which can be accessed through the following link: https://www.sierrachart.com/UserControlPanel.php?page=AddAccountCredit And then you can activate the exchange at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-11-03 00:12:35] |
| User328443 - Posts: 5 |
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I had funds through October 19th or something like that. I should not pay for a renew while I was inactive. I’ll just go ahead and file a dispute because the money to renew was the $46 I just paid which should take me to 12/2.
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| [2021-11-03 00:16:59] |
| User328443 - Posts: 5 |
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I should not need to pay $92 which you guys immediately terminated my feed as of 10/19. So I should not need to pay $92 to get the feed active from now forward. Basically you guys would be charging me $92 for 1 month. Unacceptable, fix it or I’ll dispute it. The charge is not to activate my Sierra charts account which as of 10/19 was unusable when the feed was terminated. You already received $46 to continue through 12/2.
Date Time Of Last Edit: 2021-11-03 00:18:31
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| [2021-11-03 00:43:18] |
| John - SC Support - Posts: 38326 |
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The exchanges are paid on a monthly basis, as this is how the exchanges themselves manage it. The money you pay for the exchange fees goes to the exchanges, not to us. On 10/19/2021 your Sierra Chart account expired since you did not have the funds in your account to renew it. It was your choice at that point to renew or not. You can view all the transactions on your account at the following link: https://www.sierrachart.com/UserControlPanel.php?page=TransactionLog We have no idea where you are coming up with our requesting $92.00. You would just have to have enough funds in your account to pay for the exchanges for which you want to activate. Previously, you had the "CME with Market Depth for Non-Professionals", which is $10.40 per month. If you have that amount in your account then you can activate the exchange. You can activate the exchanges you want at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-11-03 00:51:45] |
| User328443 - Posts: 5 |
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You just took the $10.40 and gave it to the exchange for a period of time my account was not active! If that’s the case then I should be active with the exchange until 11/19. I paid $46 to you guys for what? So you’ll take the $10.40 give it to the exchange which was paid until 10/19 pay the full month so in effect over paying for October. So what you’re telling me is I have to pay $10.40 for a month I was active for only part of the month? Then I need to pay the $10.40 to move forward.
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| [2021-11-03 01:05:36] |
| John - SC Support - Posts: 38326 |
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There are two separate fees associated with Sierra Chart. 1) The Sierra Chart Usage Time: This is paid in 1 month, 3 month, or 6 month increments. It is actually 31 days of Usage Time from the time that you activate the service. Therefore, the actual day of the month in which it starts or stops changes. The Denali Exchange Data Feed Fee is also included with this service fee. Your selected package will renew at the appropriate time as long as you have enough funds in your account. 2) Exchange Fees: These are paid through to the exchanges themselves and are paid on a Calendar month basis. Therefore, when you activate an exchange, you pay the full amount (the exchanges do not pro-rate) for the remaining amount of the month in which it is activated. You will then renew on the first day of each month as long as you have enough funds in your account. --------------------------- We see that you were going to initiate a chargeback, so we refunded your last payment and removed your Usage Time. Your Sierra Chart account is now expired and no fees are going to be assessed against it. The funds in your account have been refunded to your credit card. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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