Support Board
Date/Time: Thu, 13 Mar 2025 03:58:54 +0000
CANNOT ACCESS MY SIERRA CHARTS ERROR
View Count: 596
| [2022-05-31 19:30:03] |
| User669443 - Posts: 12 |
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I renewed my subscription today and keep getting error msg saying " service package does not support this function or account is expired.select help>>account control panel for account management. When I look under add usage credit. It shows I paid for 2 months. but still get the error and cannot log in. please help
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| [2022-05-31 22:41:04] |
| John - SC Support - Posts: 38621 |
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We have made a change in our packages such that any external connection requires the use of Package 10 or higher. Right now you are on package 3. Additionally, we are also no longer supporting CQG data for the CME Group or EUREX, therefore if you are needing data from either of these exchanges, then you will need to use our Denali Exchange Data Feed. Refer to the information at the following link, which also includes Setup Instructions: Denali Exchange Data Feed As part of the Denali Exchange Data Feed setup, you will need to change your package to 10 or higher, so just take care of it through that process. Also, you will want to wait until tomorrow before you activate any exchanges. You will pay the full amount for the month regardless of when you activate the exchange. In other words, if you activate today, you will pay the full amount for today (May 31) and then the full amount again tomorrow (June 1). For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-05-31 22:58:29] |
| User669443 - Posts: 12 |
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I PAID $52 Today and was not aware you do not support CQG data anymore. when I go to my dashboard I do not see that money paid. I need it refunded back to me so I can use it to subscribe to Denali Data. let me know when will this be done.
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| [2022-06-01 04:48:44] |
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That payment went towards Usage Time at Service Package 3. The Service Package can be changed at any time. What we have done for you is we have given you access to Service Package 12 at no cost for 30 days. The only other remaining thing you need to do is activate the exchange that you require here: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed There is no cost for the exchange fee for this month of June. 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: 2022-06-01 04:49:00
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| [2022-06-01 12:52:48] |
| User669443 - Posts: 12 |
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ANY UPDATE TO WHEN WILL I RECEIVE THE CREDIT BACK OF $52. THANK YOU
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| [2022-06-01 12:59:03] |
| User669443 - Posts: 12 |
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I do not understand what that means . If package #3 is something I cannot use. Why would I want to use it and pay $52 toward it. you told me I cannot use CQG and I need to use your proprietary data denali. Ok. Then I want to do that. So credit me back the money so I can use denali. otherwise. you are telling me my $52 is gone on something I cannot use without you adequate notification. This process is frustrating be honest with you. You can apply my funds of $52 toward the package 10 standard+denali for the month of July. Let me know how we will proceed with this. Thank you for your help.
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| [2022-06-01 13:22:22] |
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There is no need to issue a credit because your package can be changed from service package 3 to 10 at any time following the instructions below. It is to your advantage, to not change the package until 30 days from now because we have given you access to Service Package 12 at no cost for 30 days. Either us or you can change your package now according to the instructions below but then you will not take advantage, of the Free 30 days. To change your Sierra Chart Service Package, select "Help >> Account Control Panel" on the Sierra Chart program menu. On the displayed webpage, click on the "Set Service Package for Renewal" link.
Or go to this page: https://www.sierrachart.com/UserControlPanel.php?page=ServicesActivation You will need to login if you are not currently logged in. In the "Available Services >> Choose Usage Time Service Package" frame, select the Service Package that you want to set your account to. Press the "Set" button. The remaining service usage time on your account will be adjusted based upon the cost of the package you are changing to. If the new package is a higher-priced package, then the usage time will be reduced due to the higher price. There is no charge for changing your Sierra Chart service package. Only your Sierra Chart account usage time ending date is adjusted. When changing between Sierra Chart Service Packages, the usage time ending date on your Sierra Chart account is adjusted based upon the price differences between the package you are changing from and the package you are changing to. When changing to a higher priced package, your usage time ending date will be brought back closer in time. When changing to a lower-priced package, your usage time ending date will be brought forward further out in time. And activate the exchanges that you require here: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed And then cancel the market data exchange fees that you pay through your broker. You do not need them. 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: 2022-06-01 13:23:22
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| [2022-06-01 14:57:31] |
| User669443 - Posts: 12 |
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I understand giving me a month of package 12. How can I access it? right now my data is still pointing to CQG web API. What do I need to do to take advantage of package 12. on 08/01 I assume I need to go to package 10. which is $36. the $52 I paid will go toward that charge and I will have a balance of $8 left. Is that correct. thank you for your help.
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| [2022-06-01 15:19:00] |
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What markets do you need data for or want to trade? You can also give us the exchanges that the particular symbol or symbols trade on. And do you need market depth data? 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: 2022-06-01 15:19:43
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| [2022-06-01 20:20:41] |
| User669443 - Posts: 12 |
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Hello All, I would need the same markets and symbols I had while on CQG. CME with all the index futures. including Crude oil/gold/Nasdaq 100/YM /Russell 2000. |
| [2022-06-01 20:22:31] |
| User669443 - Posts: 12 |
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Is that something you need to do on your end or can you guide me to enable it on my end. As of this moment I do not have real time live data feed. Regards, George |
| [2022-06-01 21:38:21] |
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We have activated the entire CME Group exchange. It does not include market depth because you did not specify if you wanted market depth data. You should begin to receive the real time data in about three minutes. If not restart Sierra Chart. 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: 2022-06-01 21:54:50
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