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Date/Time: Fri, 29 Mar 2024 00:21:33 +0000



Account Switched from Level 5 to Level 3 yesterday

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[2020-01-23 13:18:51]
User118500 - Posts: 6
My account was switched from level 5 to level 3 last night for some reason. I am a transact user and they have advised they still have me at level 5 and it is paid till 1-30. I have done a support ticket yesterday evening with no response to data. I sit here just before market open without charting necessary to trade.

Please advise
[2020-01-23 15:58:30]
Sierra Chart Engineering - Posts: 104368
So did you want to be using the Sierra Chart Advanced package 5? If so, we have set your Sierra Chart account to be on package 5 for now.

That should automatically go into effect but if not restart Sierra Chart. If it does automatically go into effect you will need to reload the charts with Edit >> Reload All Charts.
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: 2020-01-23 16:19:29
[2020-01-23 16:54:31]
User118500 - Posts: 6
Not sure what you are asking me here "So did you want to be using the Sierra Chart Advanced package 5?"
I subscribed to level 5 have paid for level 5 and have had level 5 until last night around 7pm EST. Something in error removed it on SC end and cost me trading last night and this morning. Please help me to understand what went wrong and how to fix it. VS "If so, we have set your Sierra Chart account to be on package 5 for now."
[2020-01-23 21:16:05]
Sierra Chart - Max - Posts: 5554
As your account is paid for through Transact, we cannot control this from our side. You need to contact Transact about this, and have them make sure that your account is set for Service Package 5.

We only temporarily activated the Advanced service package 5 for you.
Sierra Chart Support
Date Time Of Last Edit: 2020-01-23 21:18:52
[2020-01-23 21:18:59]
User118500 - Posts: 6
I have contacted TransAct See email below.








According to our records you are opted into Level 5 Sierra Charts on account *****



From: Doug Kyle <dougrkyle@yahoo.com>
Sent: Wednesday, January 22, 2020 9:12 PM
To: Transact Support <support@transactfutures.com>
Subject: Account # 46713



This evening my SC account switched from a level 5 account to a level 3 account and I lost TPO charts



I had signed up for level 5 via Transact and am paid till the end of the month.



Can you share any insight too this?



Thanks,

Doug
[2020-01-25 00:02:21]
Sierra_Chart Engineering - Posts: 13611
This issue has been resolved. The user was not running Sierra Chart from the Transact trading software preventing the changing of the package to the Advanced package.
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
Date Time Of Last Edit: 2020-01-26 00:07:03

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