Support Board
Date/Time: Tue, 04 Mar 2025 06:48:42 +0000
Help
View Count: 448
| [2021-12-01 00:41:51] |
| User177329 - Posts: 35 |
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Hello, i have recently payed the real time denali exchange for CME and others, but after i made the payment and i activated the service, an email came to me showing me that the service is deactivated due to Insufficient account balance for renewal. The payment was made yesterday, 1st payment 50$ and second payment to account with 70$. the money are taken from my bank but the service shows that it is deactivated. please provide me with help needed.
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| [2021-12-01 15:57:23] |
| John - SC Support - Posts: 38341 |
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The problem is that you activated the exchange on November 29, 2021 and the exchanges are paid on a calendar month basis and the exchanges are not pro-rated. Therefore, you paid the full amount for the exchange for just the last 2 days of November. Then today (December 1, 2021) the exchange is looking for their payment for the month of December, for which you do not have enough funds, since they were taken out 2 days ago. The information on this can be found in our documentation here: Denali Exchange Data Feed: Pricing Therefore, at this point, you need to add enough funds to your account to cover the cost of the exchange(s) you want, and then activate the exchange again for this month. You can see the exchange(s) you had active last month on the Recurring Services page at the bottom and then select the button for "Reactivate Exchange". You can access the Recurring Services page here: https://www.sierrachart.com/UserControlPanel.php?page=RecurringServices For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2021-12-01 17:04:23] |
| User177329 - Posts: 35 |
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Do i have to make again the full payment??
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| [2021-12-01 17:45:58] |
| John - SC Support - Posts: 38341 |
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Yes, unfortunately you do. The exchanges do not give refunds, and these are the rules that they have put forth, and the funds are going to them.
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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