Support Board
Date/Time: Sun, 07 Sep 2025 19:10:17 +0000
Inquiry Regarding Subscription End Date After Data Plan Upgrade
View Count: 179
| [2025-08-31 03:52:28] |
| Mr6Trade - Posts: 3 |
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Hello Sierra Chart Support, I recently upgraded my data subscription from the "Denali Data - CME with Market Depth (Non-Professional)" plan (13/month)tothe"DenaliData−FullCMEGroupwithMarketDepth(Non−Professional)"plan(39/month). I have processed the payment for the new $39 monthly fee. However, in my account settings, the service end date for this new subscription is showing as 2025-08-31. This is confusing, as I just paid for a full month of service. Could you please clarify why the end date is set to the end of August instead of extending a full month from today? It appears I have only received one day of service for the monthly fee. Thank you for your time and assistance in clarifying this billing matter. Sincerely, Willy |
| [2025-08-31 04:56:39] |
| User584084 - Posts: 308 |
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See Item # 2 The Exchange Fees. You did only receive one day of service for the $39 monthly fee. You will be billed the $39 monthly fee again on September 1st. CME sets the rules for exchange fees. Real-Time Exchange Data Feeds Available From Sierra Chart: Understanding Sierra Chart Data Feeds Pricing and Automatic Renewal Date Time Of Last Edit: 2025-08-31 05:16:35
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| [2025-08-31 05:58:10] |
| Mr6Trade - Posts: 3 |
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Thank you for the clarification. I understand now how the billing cycle works for the exchange fees. While the policy is clear, I believe it would be very helpful if a warning notice could be added to the subscription activation page. A simple pop-up message—especially near the end of the month—stating something like: "Please note: Exchange fees are billed in full for the entire month upon activation, regardless of the activation date. You will be billed again on the 1st of the following month." This would prevent many users from accidentally activating a service right before a new billing cycle begins, as I did. |
| [2025-08-31 16:02:20] |
| Sierra_Chart Engineering - Posts: 20829 |
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This is absolutely there! It always has been. There is a very clear statement, which you have to confirm, stating what the cost of the exchange fee is at the time of activation, and what you will be billed, the following month. This is already there. You can go through this again and see it. Here is an example of what you will see and what you did see: Activating CBOT non-professional top-of-book. You must have a funded futures Trading account with one of the supported Trading Services and Sierra Chart must be connected to that account, to be able to use this exchange. Do *not* activate this exchange unless you have a funded futures trading account with one of the supported Trading Services because otherwise you will not receive real-time data with this particular exchange and Sierra Chart support will not be able to issue a refund. You will be charged 2 USD for the real-time data from the CBOT non-professional top-of-book exchange from this moment until August 31. You will be charged the 2 USD next month on October 1 unless you deactivate the exchange. Press Activate to confirm. And you have to press Activate again to confirm. 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: 2025-08-31 16:04:14
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