Support Board
Date/Time: Wed, 27 Nov 2024 16:56:37 +0000
data delayed
View Count: 583
| [2023-07-18 13:07:47] |
| vascorusello - Posts: 23 |
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I started using another platform to trade and noticed that Sierrachart is delayed and this explains why I lost thousands of dollars trading using Sierra chart. Kindly request remote access or a fix ASAP otherwise it will not be worth using it. This will be reported to AMP for the lost I had |
| [2023-07-18 13:43:45] |
| John - SC Support - Posts: 36324 |
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You are not setup to get any real-time data from us for our Denali Exchange Data Feed. What are the exchanges for which you are wanting real-time data?
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-18 20:02:16] |
| vascorusello - Posts: 23 |
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I’m supposed to be paying for Denali data exchange, I’m doing everything with Sierra Chart . I was told when I pay for the package it’s including Denali as I marked the Denali, how can we fix that? This explains why I lost thousand of dollars.
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| [2023-07-18 22:30:25] |
| John - SC Support - Posts: 36324 |
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The packages do not include the real-time data. You need to activate and pay for the particular exchanges for which you want the data. We see that you have filled out the Exchange Agreements for the CME Group, therefore if you are wanting data for the CME Group, then you can activate the exchange(s) you want the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges Since you have not used the Denali Exchange Data Feed for the CME Group in the past, you will get the data for free for the remainder of the month in which you activate it (if you do this today, you will get it free through the end of July). The exchange fees then renew on the first day of each month. This is separate from your Package fee, which renews on a 31 day cycle based on when you activated your account. You have us curious, why did you think the real-time data was included with the package? In the description for the "Integrated" packages, we state the following: "In addition, these packages can be used with any of the Sierra Chart data feeds, including the real-time Denali Exchange Data Feed." For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-19 00:54:50] |
| vascorusello - Posts: 23 |
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The reason I thought this way because someone called me from Sierra Chart it seems from overseas which I don’t ever recommend that to happen again because it cost me $75 international Call, so next time, if someone wanna call me, I’d rather using WhatsApp On this call, I was guided to use the packages you have just mentioned, and once I click submit the I should have the entire year Church with the Denali as it is included in the package. This is what I was told. I have been trading since then, and for some reason I lost the thousands of dollars which it was not clear to me how this happened but now I understand So are you telling me that I have to pay for Denali data besides what I’m paying for the Software? The gentleman who called me, he said the package I chose included everything, including even the routing fees So I’m very very concerned about that right now |
| [2023-07-19 00:56:01] |
| vascorusello - Posts: 23 |
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I was asked by Sierra Chart representative to cancel the cqg because it’s not needed the Ali will be included so someone need to explain to me how this work, and why this gentleman shared with me this incorrect information
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| [2023-07-19 00:57:26] |
| vascorusello - Posts: 23 |
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I’ll try answering your messages you cannot work with any data feed because I used to have CQG and I wasn’t able to get any data on Sierra Chart because I was using Program or package five this is why I had to cancel everything and start from scratch using Denali
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| [2023-07-19 12:48:13] |
| John - SC Support - Posts: 36324 |
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Why would have this cost you anything? Since we were calling you, the fees should have been on our end only. The reason I thought this way because someone called me from Sierra Chart it seems from overseas which I don’t ever recommend that to happen again because it cost me $75 international Call,
We do apologize for the confusion with the information. It is necessary to pay the exchange fees in order to get the data. The exchange fees go to the exchanges themselves. But before you activate any exchanges, you first need to connect to your trading account. The CME Group requires that you have a live, funded, futures trading account in order to get the data at the "non-professional" rates. We verify the account when you connect to it. If you are connected all the time, then you do not need to think about it. Otherwise, you need to make sure you connect at least once a month in order to update your status. You can view your "Verified Trading Account End Date" at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges If you are using the Teton Order Routing Service with AMP, then follow these instructions to connect, starting at step #6: Sierra Chart Teton Futures Order Routing: Setup Instructions You can then activate the exchange(s) you want for the CME Group at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-21 03:10:26] |
| vascorusello - Posts: 23 |
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This is what I don’t understand, but I was surprised when my phone provider send me a bill for $75 So to make sure I understand it I have to click on the first thing for Denali to pay for $30 per month |
| [2023-07-21 13:48:15] |
| John - SC Support - Posts: 36324 |
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If you need access to all 4 of the exchanges within the CME Group and you want Market Depth data with that, then the first exchange option is the one to choose (Full CME Group (CME, CBOT, COMEX, NYMEX) with Market Depth for non-professional Trading accounts), it costs $34.25 per month. Be aware that the exchanges renew on a calendar month basis (which is different from your Usage Time), and the exchanges are not pro-rated. Since this is your first time using the Denali Exchange Data Feed for the CME Group data, you will get the CME Group exchange for free for the month of July. You will then have to pay for the renewal on August 1, 2023. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-21 14:34:00] |
| vascorusello - Posts: 23 |
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i only need regular charts, no MD. This is 3.5 USD, can i use this one?
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| [2023-07-21 14:37:59] |
| John - SC Support - Posts: 36324 |
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The "Full CME Group (CME, CBOT, COMEX, NYMEX) for non-professional Trading accounts" for $3.50 will give you all the data for all four of the exchanges that make up the CME Group, just without the Market Depth data. It sounds like this is what you need.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-21 20:30:58] |
| vascorusello - Posts: 23 |
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I will try that and if it didn’t work, I will pay for the $34 package
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| [2023-07-24 13:27:47] |
| vascorusello - Posts: 23 |
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Once the data activated, should i keep the currently selected data tab as SC DATA- all service?
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| [2023-07-24 13:45:24] |
| vascorusello - Posts: 23 |
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Data still delayed
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| [2023-07-24 14:26:09] |
| John - SC Support - Posts: 36324 |
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You need to connect to your AMP account in order to verify your Non-Professional status. If you are not going to stay connected to that account, then you need to ensure that you connect at least once a month to update your verification. You can view your "Verified Until" date at the following link: https://www.sierrachart.com/UserControlPanel.php?page=DenaliDataFeed#Exchanges If you are setup to use CQG with AMP, then follow these instructions to connect your Sierra Chart to CQG: CQG Trading Platform Service: Setup Instructions If you are setup to use the Teton Order routing Service with AMP, then follow these instructions to connect your Sierra Chart to Teton: Sierra Chart Teton Futures Order Routing: Setup Instructions For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-24 16:29:43] |
| vascorusello - Posts: 23 |
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This is very confusing What do you mean when I need to be connected with AMP? The password I have for Sierra Chart is from Sierra not from AMP, my account is with AMP So what does this mean with I have to be connected with AMP? It is so complicated with you guys. Let’s please not talk again about CQG or any other. I already signed in for Denali. So let’s proceed with that I already signed in for Denali I paid for it, I restarted my Sierra Chart and still delaying How this can be fixed because I started getting frustrated here Not only lost a lot of money, but I still cannot get to work It was a lot easier working with AMP but right now since that you guys got separated I don’t know what’s going on. It is so hard to control. Can you guide me please to get it to work otherwise I will cancel the entire account is getting too much Date Time Of Last Edit: 2023-07-24 16:31:02
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| [2023-07-24 19:35:47] |
| John - SC Support - Posts: 36324 |
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In order to get the real-time data for the CME Group at the non-professional pricing, you need to verify that you have a live, funded, futures trading account. To do this, you need to connect to your live account - which is with AMP and uses CQG or Teton for your order routing. So to get the real-time data, you need to connect your Sierra Chart to your AMP account. We do not know which order routing service you are using with AMP, that is why we gave you the two options. Once you know which service you are using, you can follow the appropriate instructions. To make things easy - please let us know what order routing service you are using with AMP. If you do not know - then ask AMP for the information. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-24 21:38:23] |
| vascorusello - Posts: 23 |
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Account is fully funded I really hate spending all this time and losing money I am paying your software for a while and have not been properly using it since then, so it is absolutely a waste of money and time Whatever explanation you mentioned, I don’t know. What do you mean from all this words? what I know is my account is through AMP, account is fully funded, I don’t know what else to do I’m gonna need someone to remote access to my account as soon as possible because I start being frustrated. Otherwise let’s go ahead and cancel the entire thing because it’s getting too much. You keep repeating yourself with the information that I don’t know know how to do it I called AMP and they don’t know even what do you mean with that? So it’s either we arrange for remote access or please close his account and refund me all my money because I’m not willing to lose more money |
| [2023-07-25 13:05:02] |
| John - SC Support - Posts: 36324 |
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Your Sierra Chart is not connected to your AMP account. What order routing service do you use with AMP for your account? For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-25 15:48:35] |
| vascorusello - Posts: 23 |
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Once again if you look back at the call i had with one of your tech support, this is what I have asked to do. Whatever I was told I took care of. I do not remember what was done, but account is funded I was asked to cancel CQG USe new login from SC select the package with data to include data and routing With that, i lost thousands of dollars trading incorrect data and paying for software that is not been used properly Once again, it is either we schedule a remote session to take care of all or PLEASE close the account and refund the remaining money, Enough wasting time and money |
| [2023-07-25 16:34:14] |
| John - SC Support - Posts: 36324 |
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We think it is best that we simply refund what is available in your account, as we see that you have already turned off all the renewals. We can refund the last renewal for 6 months and we will calculate how much of the previous time is available for refund as well. We will then let you know when we have issued the refund back to your card. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-25 17:32:42] |
| John - SC Support - Posts: 36324 |
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We can refund all of your remaining Usage Time. Before we do so, we just want you to be aware that you will not have any access to Sierra Chart. Please let us know if you want us to proceed. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-07-25 19:02:26] |
| vascorusello - Posts: 23 |
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Please go ahead and cancel it, I’m not interested anymore to work with this platform, it’s a great platform, but unfortunately poor Customer service and incorrect guidance that leads to a lot of loss. I learned my lesson. Thank you please cancel.
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| [2023-07-26 13:32:04] |
| John - SC Support - Posts: 36324 |
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Your account is now in an "expired" state. There is nothing further you need to do. We have refunded the remaining balance of your Services Surplus. Due to the amounts, there are two refunds, one through PayPal and another through Stripe back to your card. 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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