Support Board
Date/Time: Sat, 23 Nov 2024 12:54:23 +0000
Inaccurate fee charging for Service pack 10 for 12m
View Count: 137
| [2024-08-27 13:08:00] |
| User798755 - Posts: 9 |
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Hi, I made a payment today to my S/C account and wanted to upgrade my service pack from 6m into 12m Denali 10 pack but the system automatically deducted the fees for 6m from my account and indicated the end date after 6 months instead of 12m. Can you please advise how to change this so that my service pack 10 is for 12m and the fee is accurately charged? Thank you in advance
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| [2024-08-27 13:12:07] |
| Sierra_Chart Engineering - Posts: 17145 |
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This is not possible. You cannot change from a 6 months payment to 12 months and affect existing usage time. When you switch the service package and the number of months to 12 months, it just means when there is a renewal that is what it will be.
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, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2024-08-27 13:54:30] |
| User798755 - Posts: 9 |
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Hi, thank you for prompt reaction. What I meant was - I expected that after I make a payment of 349 USD and select the Service pack 10 for 12 month I will get the 30% discount and my account will be valid till 26/8/2025 while the system accounted my payment for 6m and granted me only 20% discount. I made the payment today about hour ago so I would expect I can chose the proper pack AFTER i support my account. I hope this is clear now for you. The question is can you please help me to fix this issue on your side as I can not find any place where I could do it myself. Thank you in advance.
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| [2024-08-27 16:18:28] |
| John - SC Support - Posts: 36238 |
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We have corrected your account to be on Package 10 for 12 months. To do this, we had to refund the 6 month package and then activate the 12 month package. The reason this occurred was that you had the 6 month package selected, so when you added the funds, the 6 month package was automatically renewed. 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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