Hi there

I have been using Overcharts since February at the advise of my broker, but I find it really difficult to find how to do some things on it and their videos are not very helpful.

Some things on the videos work and some things like rollovers doesn't.

I have asked a few times how to do things in their "support" but they actually don't like being contacted and become very rude with comments like "no one else has that problem" etc.

In fact I was having a data issue and they had just done an update and I couldn't get data. I contacted my broker who was MIA so I contacted them just to say I had lost data for over 6 hours and wondered if this was anything to do with the recent update... I don't know..

I also contacted my data provider Rithmic. Rithmic was so helpful and professional. They emailed me right away and wanted to collectively figure it out between the Overcharts and my broker.

So I copied Overchart's nasty unprofessional email to me in the communications to Rithmic and my broker for all to see. It was so uncalled for.

They unfortunately don't have any manuals, they just have these videos that randomly will pop up through search terms but I seem to just keep receiving the same videos, volume profile, how to do a chart order and why use Overcharts. That's it.

In their "advertising" video you can apparently open multiple DOMs or Charts but not sure if there is a better how to do it other than the way I am doing it. I just use floating windows but I have to keep reconfiguring them and then move them all around again and again if I want to view my order board etc. They aren't stationary.

I follow someone who uses Think or swim and will also show features of Tradestation but apparently I can't use those, I see he is able to create a multichart page and then click on the chart he wants to view to enlarge it.

If Overcharts can't really do it I will just make do, kind of like how they advertise you can do spreads, but you can't do spreads with negative charts I've discovered, (yet it is apparently coming this month)

However, if it is possible and if anyone has any insight how to do this it would be greatly appreciated.

Thanks!

In case you are wondering why the relationship is so hostile I don't really know. When I originally signed up with Overcharts my internet provider at the time started having issues (they said it was covid) about 5 days into signing up which I wasn't aware of as I had been streaming with it and everything up to that point with no problem.

They were so unprofessional and rude and I explained I was unaware I was going to suddenly having issues when I discovered what the problem was, after all you don't usually find out there's a problem until there is one right?!

But their response was just awful. I really don't know why they have a "support" link, I think they should change it to "abuse" link. At least when I have to contact them I can half laugh as I have to talk to some obnoxious a@#$ and know what I'm going to get.

As far as the platform goes, there are some good things about it. It took some getting use to as like I said there is no way to find out how to how to do these things.

I use them because my broker doesn't have a lot of options for me with what I want to do and like I said there are some good things about the platform. I can't use tradestation it is not available in Canada although it seems nice too but I have to say if I could use something else I would.

Thank you for being so honest.

Actually the broker is Tradepro Futures and I believe they're OK. Overcharts is the charting platform.

I had to pay separate for that.

They offer a large range of platforms to choose from but because I'm in Canada he only offers 1 of 3 options, tradingview, overcharts or Quantum.

Do you know if I have to use only the charting platforms he offers or can I choose a different one?

I kinda want to read their email know to see how bad it was...

Sent using the NexusFi mobile app

So I don't have the history of other emails however this was my last communication which I found to be very unprofessional.

And as I said I had when I was first trying to set up back in February issues with my internet which I have since resolved.

My email:

Hi there

Since the update I am having a lot of difficulty connecting to my data
provider and getting data.

The DOMs don't work at all and will not get data and the charts are taking 5
to 10 minutesor longer to load and the data feed appears to be slow.

I contacted rithmic and they said there is nothing to indicate a problem on
their end and I was able to log into their site.

The only other change was my broker helped me connect to a demo account and
that was done with much difficulty and there appeared to be a lot of trouble
getting data.

This only lasted 1/2 hour and then there was not data for the rest of the
day.

Not sure but could this be is linked to the update?


This was their response which I just find like a lot of their emails unprofessional. Part of the reason I find this unprofessional is because they can see from their end if I am having difficulty with my internet so the comment was unnecessary. The issue turned out to be my broker which had occurred when setting up a demo account for me but as I said I had not heard a response from him for 6 hours and he wasn't responding so that was when I reached out to the platform and data provider.

Hello,

No changes have been made to Rithmic data-feed with this update and we have
no reports of malfunctions (hundreds of users use Rithmic with Overcharts
every day).
I think as always there is a problem with your Internet line.

Regards,

I can relate.

This is just a TINY snippet of my experience in dealing with an introducing broker.

This is an email after many frustrating emails and trying to navigate backend websites to find where my accounts actually were located.
-------
"Ok I'm just getting angry now. Tech support is very spotty. Doest return questions and wont tell me what I need

ILL DO ALL MYSELF but where can I ACCESS MY OWN RECORDS? WHERE IS MY ACCOUNT!!!"
--------
Response:
--------
Hello Joseph per my prior e mail , I told you where you can access the information you need.
*
You can also give us a call to I think this will help clears things up for you at this point.
--------
Then after he told me support was always available...
---------
"This is DIRECTLY from tech support...

Please call tomorrow after 6am, PT. A technician will be able to show you how to change/activate the PnL field so that it displays currency instead of ticks. Also, they can show you how to input commissions into Ninja Trader.c
---------
No need to go any farther as I have pages of this.

When I could get ahold of someone they were flippant and usually weren't able to solve the issue. They just repeated HOW it was. Like what do you expect? One guy even said that! What do you expect I'm the only one here!

Flabbergasted!

Sent using the NexusFi mobile app

Unbelievable!

I know it can be very frustrating. I think there are a lot of companies like this.

Im finding there is no info really on this platform, just a bunch of videos saying they can do these things but no info on how to do it.

Or very basic videos like how to do chart trading.

When I first started I asked them if they had other videos on how to do rollovers because the video they show don't work and they said just delete the chart each time it expires and add a new instrument.

Then I emailed them again because I was having trouble finding videos on how to do other things and where to find it.

I'm slowly muddling through it but for example it has a section for watchlist and scanning but hell if I can figure out how to do create a scan.

They advertise you can do spreads but what they don't say is not if it's negative charts.

I emailed and asked if they had a manual I could refer to instead of videos they said to check out their blog.

I still can't find this blog.

I think the final straw for me was when they said "please go use someone else".lol

So their last snippy response it is probably my internet is just their stupid attitude.

It's unfortunate because there are things about their platform I like. For example they have a risk/reward feature which is really good.

You can also trade directly on the chart and preset your bracket which I also like.

But the attitude of the person who does customer support is really bad.

I told my broker and he asked if I had contacted them a lot and I said yes at first try to get set up and looking for info on how to do certain things on the platform and he said it's because they don't charge a lot blah blah blah.

Well that's fine but you don't have to be condescending/rude. If you don't like your job go find a new one.

Also don't advertise in your videos you offer features and then have no way to do them or offer no instruction if it's not intuitive.

Very frustrating.