Support Board
Date/Time: Tue, 26 Nov 2024 21:38:02 +0000
[User Discussion] - User not entitled to trade on exchange
View Count: 1260
| [2023-10-16 21:23:08] |
| Mbondal - Posts: 4 |
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Hello. I was able to connect my Rithmic data feed to my Apex accounts successfully, but am unable to actually place a trade order. I have been receiving this error each time I try to place a trade: Rithmic Direct - DTC (Order reject). Info: User not entitled to trade on this exchange. Internal Order ID: 9883. Service Order ID: 692145136. Symbol: NQZ3.CME. Account: APEX-96222-01 | 2023-10-16 13:50:22.227 * My chartbooks are showing real time data feed. My connection status is showing a green bar, and my trading accounts appear on the trade window. I have ample usage time (through Apr 11, 2024) and my brokerage account is showing verified until Nov 7, 2023. My current service package is Service Package 10 which should allow for historical data. I understand the error log states that it is a Rithmic issue, and I have sent a support ticket to Rithmic, and they passed me on to Apex Support. I was then told I needed historical data and to consult with Sierra Chart because I needed Sierra Chart's Denali Feed. Could you please let me know what I'm missing or point me in the right direction? |
| [2023-10-17 17:17:27] |
| John - SC Support - Posts: 36308 |
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What they are stating makes absolutely no sense. The message is fairly straightforward - you are not setup to trade on the CME exchange, or at least not the NQ symbol. This has nothing to do with historical data it is completely something with APEX or Rithmic and they need to set you up properly. There simply is nothing we can do to help you with this. You are already setup to get your data for the CME Exchange from our Denali Exchange Data Feed, so even if this was somehow related (which it is not), you are already setup to get our Denali data. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2023-10-17 17:56:21] |
| Mbondal - Posts: 4 |
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Thank you for clarifying this. I will reach out to Rithmic and reach get them to resolve the Rithmic issue that they needed to fix in the first place. I appreciate your time. I needed to make sure I was doing my due diligence before submitting another ticket to them. Have a fantastic rest of your day!
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| [2023-10-18 03:54:25] |
| Mbondal - Posts: 4 |
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I was able to get the issue resolved with a little more persistence. After being passed around the 1st time and being told I had to talk to Sierra Chart, I outlined the same issue, let them know that the Rithmic Data Feed wasn't the issue, and added that Sierra Chart confirmed my data from the Denali Exchange Data Feed was not the issue. This turned out to be an Apex issue that Apex Support had to correct. Here's a copy of what the response was (in case this may help another user in the future): "...looks like for some reason your data was turned off, I have turned it back on, you should be able to connect now." I just logged on and placed a trade and I'm good to go. Again, thank you for confirming and responding to my earlier post! Saying I already consulted Sierra Chart went a long way or at least landed me with the right tech who was willing to look into the issue. |
| [2023-10-18 14:48:12] |
| John - SC Support - Posts: 36308 |
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Glad you got it worked out. It is very frustrating, even for us, when these kind of things occur.
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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