Support Board

[1] 2017-01-20 17:52:24 UTC | By : User | Status : Open

Hello,

I sent 35 USD yesterday via BITPAY, I received the funds and actiaved S5 service for $34. I am still not receivng live data from the Sierra Platform. Please update account status.


Thanks
***

[2] 2017-01-20 18:44:05 UTC | By : Sierra Chart Support | Status : Open

What markets do you need data for or want to trade? For example, what particular futures, Forex or stock symbols. You can also give us the exchanges that the particular symbol or symbols trade on.

If you require real-time futures data, then refer to:
https://www.sierrachart.com/index.php?page=doc/doc_FuturesData.php

[3] 2017-01-20 20:33:11 UTC | By : User | Status : Open

i need all cme future symbols, I have loaded up SC data on the platform, but I can no get live data only historical.

[4] 2017-01-20 21:23:20 UTC | By : Sierra Chart Support | Status : Open

The "Sierra Chart Real-Time and Historical Exchange Data Feed" has not been activated.

To activate it, refer to the setup instructions here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#SetupInstructions


You can activate the 5 USD trial:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#2WeekTrial

[5] 2017-01-20 21:58:13 UTC | By : User | Status : Open

It says that I have already pad for the $34 dollar plann and I only have 1 USD left.

[6] 2017-01-21 20:28:25 UTC | By : Sierra Chart Support | Status : Open

You have purchased 1 Month of Sierra Chart Usage Time at Service Package 5, which is different from the Sierra Chart Exchange Data Feed which is an extra cost.

Refer to the Sierra Chart Real-Time and Historical Exchange Data Feed pricing here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#Pricing

And to the "Understanding Sierra Chart Exchange Data Feed Costs and Automatic Renewal" section here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#UnderstandingCost

Who is your futures broker? For the reason why we ask this, refer to:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#UnderstandingAccessingDataFromCME

[7] 2017-01-22 23:04:48 UTC | By : User | Status : Open

What is the correct package that I need to purchase for Volume Profile data from the exchanges?

I have TD AMERITRADE as my futures broker.

I need CME, COMEX, GLOBEX, NYMEX data

****

[8] 2017-01-23 16:11:34 UTC | By : User | Status : Open

I use TD AMERITRADE
THINKORSWIM

as my futures broker/service

[9] 2017-01-23 18:08:57 UTC | By : User | Status : Open

I tried activating my TD Account via the Sierra platform, and it did not allow me to connect.

[10] 2017-01-23 18:46:49 UTC | By : Sierra Chart Support | Status : Open

When trying to connect to TD Ameritrade from Sierra Chart, we need to see a copy of the Message Log. Below are instructions.

If you are having a problem doing something with Sierra Chart, then please copy and paste the ENTIRE copy of the Message Log into your email message or Support Board message. Support cannot help without the Message Log. Sending some of the lines is not helpful. The message log does not contain any private information.

Instructions:

1. If the Sierra Chart Message Log is not already open, then select "Window >> Show/Hide Message Log" on the menu to open it. If you still do not see the log after selecting this command, then select "Window >> Reset Windows". The log will be displayed in this case. If not, then select "Window >> Show/Hide Message Log" again.

2. Press the "Copy Log" button on the Message Log window. Do not use the "Send for Analysis" button. Otherwise, the log will not be seen.

3. Move your Pointer to the message area either in the email message, Support Board or Account Support Ticket.

4. Right-click your Pointer. Select "Paste" on the menu to paste it into the message area.

THE INSTRUCTIONS ABOVE EXPLAIN HOW TO AUTOMATICALLY COPY AND PASTE THE MESSAGE LOG DATA INTO A MESSAGE. THERE IS NO NEED TO TYPE IT BY HAND.

[11] 2017-01-23 19:13:29 UTC | By : User - United States - 32.213.2.215 | Status : Open

It says that I am connected to TD Ameritrade, but i do not have live data, it only downloads the historical data.

[12] 2017-01-23 20:33:53 UTC | By : Sierra Chart Support | Status : Open

This requires that you use the Sierra Chart Exchange Data Feed which is an additional cost.

Follow through the setup instructions here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#SetupInstructions

For now until the end of the month the data feed cost is only going to be 15 USD.

There is not real-time futures data from TD Ameritrade. They do not provide that.

[13] 2017-01-23 20:45:57 UTC | By : User | Status : Open

So what am I paying $35 for? if not please refund this credit that I have not used so i can purchase the $15 plan.

[14] 2017-01-23 21:15:15 UTC | By : Sierra Chart Support | Status : Open

This is what we said below:

You have purchased 1 Month of Sierra Chart Usage Time at Service Package 5, which is different from the Sierra Chart Exchange Data Feed which is an extra cost.

Refer to the Sierra Chart Real-Time and Historical Exchange Data Feed pricing here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#Pricing

And to the "Understanding Sierra Chart Exchange Data Feed Costs and Automatic Renewal" section here:
https://www.sierrachart.com/index.php?page=doc/SierraChartRealTimeFuturesStockDataFeed.php#UnderstandingCost

You need to pay the 34 USD and you need to pay for the data feed. You need both if you are using TD Ameritrade and you want real-time futures data.

[15] 2017-01-23 22:20:55 UTC | By : User | Status : Open

Can i hust purchase the exchange data? I thiught the s5 package included exchange data. I onlyneed the 15$ plan

[16] 2017-01-23 22:23:35 UTC | By : Sierra Chart Support | Status : Open

No you cannot.

If you want a refund we can do that but there is a 5 USD service fee for that.

You will not get anything for USD15 a month. The total ongoing cost is going to be about 70 USD per month plus exchange fees.

[17] 2017-01-23 23:44:07 UTC | By : User | Status : Open

So the $34 plus the $15exchange fee, is all I need?

[18] 2017-01-24 01:49:12 UTC | By : User | Status : Open

Ok please refund the initial amount.

[19] 2017-01-24 03:17:42 UTC | By : Sierra Chart Support | Status : Open

We apologize for the delayed response.

That is just for the data feed and then there is the cost for Sierra Chart itself and there is a discount for Sierra Chart when paying for multiple months.

Refer to:
Description of Service Packages and Pricing

We are working the discount table now.

Also the CME exchange fee is only 3.25 USD per month. You do not need market depth data for Volume Profiles.

[20] 2017-01-24 03:48:49 UTC | By : User | Status : Open

so it is $25 USD plus the $15 for the exchange data?

[21] 2017-01-24 16:04:34 UTC | By : User | Status : Open

Your customer service lacks quality, as a business you should be catering to your customers. Please refund my order ASAP.

Roger

[22] 2017-01-24 19:41:23 UTC | By : Sierra Chart Support | Status : Open

It is 25 USD per month for the standard service package. 35 USD per month for the data feed and the CME exchange fee is 3.25 USD per month.

Market depth data is not required for volume profiles and you do not need to pay the higher 15.75 USD exchange fee.

[23] 2017-01-24 19:49:15 UTC | By : Sierra Chart Support | Status : Open

Our customer service is *excellent*. The problem is you are not paying attention to what we are telling you and what is already documented.

We give you an answer, and then you ask questions which are in conflict to what we told you and what the documentation we linked to already explains.

And it is abundantly clear the real problem is you do not want to pay the required fees for the high quality services. And what we are providing is very inexpensive compared to what others are charging. There is not a valid complaint here.

Also read the information in this support board thread:
About Real-time Futures Data

Based upon that, we certainly are not happy with your comments.

And we are more than happy if you take this entire discussion thread and post it all over the Internet.

Although make sure you post it in its entirety. So everyone can see your questions and our answers. Actually we think we are going to go ahead and publicly post this on our Support Board later today or tomorrow.

We will issue a partial refund minus our service charge of 5 USD. Although we are already out-of-pocket about 30 USD from the cost of our support.

This is a typical discussion where we have wasted our time over discussions of exchange fees and data and in the end the customer does not want to pay because of exchange policies.

Look at it from our perspective.

[24] 2017-01-24 20:17:12 UTC | By : User | Status : Open

As a customer, I do not appreciate you negative tone. The customer is always right, do not forget that. Your role in this entity is to SERVE and provide an efficient and helpful service to the people that pay you and this company to run. You are not presenting a positive image, when all you can do is send me a link to read when a customer has issues using your platform. If you would have had an efficient service, you would have just offered me what I asked for in the beginning which was for exchange data.

Now you lost a customer and left a negative image for the company you represent. You stated that I was able to get a refund, with a $5 service charge. I agree to this fee, please return funds ASAP.