Support Board
Date/Time: Mon, 17 Mar 2025 11:39:00 +0000
Payment not showing in balance
View Count: 395
| [2022-09-01 00:33:56] |
| User250581 - Posts: 22 |
|
Hi I made two payments to Sierra chart: 57USD and 20 USD. I renewed package 11 which costs 46 USD the remaining $20 is not showing in my account balance. Total balance in my account should be 31USD |
| [2022-09-01 00:45:47] |
| John - SC Support - Posts: 38678 |
|
The reason why you are not seeing what you expect is because you activated the "Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for nonprofessional Trading accounts" today (August 31, 2022) which cost $33.00. Since you did this on the last day of the month, you only got a few hours of use of that data, and when it went to renew on the first of September (we do all our calculations based on Greenwich Mean Time), you did not have enough funds, so it did not renew. You can see all the transactions for your account by selecting the View Transaction Log and Payment Receipts from the main Account Control page. You can also select the following link to go to this page: https://www.sierrachart.com/UserControlPanel.php?page=TransactionLog For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-09-01 01:04:01] |
| User250581 - Posts: 22 |
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Yes I signed up for The full CME for non professionals. But it’s not even showing in the activated services. Can you undo the whole thing so I can sign up tomorrow Sep 1. See the attached screen shot. I’m really confused here do you mean that signing up for full cme on the last day of the month for fee hours remaining will count for a whole month? Can you cancell every thing and refund so I can start the whole thing tomorrow. Thanks |
 13F51238-4DF1-4750-957D-C653F1689E72.png / V - Attached On 2022-09-01 01:00:26 UTC - Size: 781.54 KB - 116 views Attachment Deleted. |
| [2022-09-01 16:18:00] |
| John - SC Support - Posts: 38678 |
|
Unfortunately, whenever you activate an exchange within a month you pay the full amount for the remainder of the month. This is the way the exchanges handle this and they do not give refunds. Therefore there is nothing we can do, at least as far as a refund. We have added 15 days of Usage Time to your account for the headache that this has caused. At this point, since it is now the first of the month, you will need to add the necessary funds to your account and activate the exchange(s) 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 |
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