Support Board
Date/Time: Sat, 15 Mar 2025 02:44:30 +0000
Payment missing?
View Count: 489
| [2022-07-01 08:35:46] |
| Eisenhower - Posts: 30 |
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Last week, June 26, I made a payment of $300 (confirmed with emailed receipt) and selected to renew service package 11 (Advanced with Denali) for 6 months ($220.80) Today I received an email stating that Denali had been canceled due to insufficient account balance and my account control panel shows a services surplus of just $4.40. Where did my money go and why was my Denali data canceled? Thanks |
| [2022-07-01 08:55:00] |
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Paste a copy of the receipt here. We do not see that payment to your account. You can see all of the payments and transactions we have here: https://www.sierrachart.com/UserControlPanel.php?page=TransactionLog 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: 2022-07-01 08:55:50
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| [2022-07-01 09:11:03] |
| Eisenhower - Posts: 30 |
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This is a receipt for your payment for Sierra Chart Additional Services. The details of the payment are as follows: Date-Time: 2022-06-26 13:02:06 UTC Account Name: [xxxxxxxxxx] Name: [xxxxxxxxxx] Amount Paid: 300.00 USD Payment Processor: Stripe Transaction/Order ID: cs_live_a1EMueE1FBVr4rpdtrEZpGyiAQNO5H1KWmdEKnH3ljwHCqWboOnRVCTkcc Statement Descriptor: Sierra Chart Thank you for using Sierra Chart! If you have any question or issue with this payment, contact us through an Account Support Ticket (link below). Do not initiate a chargeback. There are fees associated with chargebacks which may be billed directly to your Sierra Chart account. For questions about this payment reply to this email or fill out an Account Support Ticket: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets Note: Currency conversion or international transaction fees charged by your card provider are not included in the amount billed above. Date Time Of Last Edit: 2022-07-01 12:06:20
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| [2022-07-01 11:14:27] |
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We apologize for this. We do not know why this was not credited to your account. We have done this now and we will find out what happened.
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: 2022-07-01 11:14:36
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| [2022-07-04 16:22:13] |
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The payment is on a different Sierra Chart account. You can see the account in the receipt. Please start a ticket: https://www.sierrachart.com/UserControlPanel.php?page=SupportTickets using that account requesting the Payment to be moved over to your main account. And we will moved it over for you after we get the request. Sierra Chart Support Date Time Of Last Edit: 2022-07-04 16:25:30
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| [2022-07-05 11:11:44] |
| Eisenhower - Posts: 30 |
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I thought that Sierra Chart Engineering had helped resolve this issue (thanks) but the subsequent post by Max, and another movement of funds, appears to contradict what was done earlier. From the transaction log I now see the following: Transaction Log Time Description Transaction ID Amount Balance 2022-07-04 16:19:44 Manual Adjustment - Add Credit cs_live_... -300.00 USD -28.60 USD 2022-07-01 11:52:57 Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts Exchange Fee. -33.00 USD 271.40 USD 2022-07-01 11:13:43 Stripe - Add Credit cs_live_... (PDF) 300.00 USD 304.40 USD So the payment was credited to the correct account, and then manually moved elsewhere? |
| [2022-07-05 11:19:17] |
| Eisenhower - Posts: 30 |
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per Max' suggestion I started a support ticket requesting a movement of all funds from the old inactive account to the new active account. I will follow up here if it does not get resolved |
| [2022-07-06 09:23:22] |
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Yes please let us know everything gets resolved for you properly. We just implemented a temporary solution until we had time to review. The problem is the payment you made went to a different account. It went to the one that you made the payment on. So it was properly credited to the account you made the payment on. 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 |
| [2022-07-07 08:08:40] |
| Eisenhower - Posts: 30 |
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Everything has now been resolved. Thank you for your assistance.
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