We answer our email.

Support is by email: [email protected]. We aim to respond within one US business day — usually the same day. That's a target, not a contractual SLA. Updates and support are included in every subscription, and firms that need a contractual SLA can arrange one.

Before you write

A quick check often gets you an answer faster than we can:

• The documentation covers setup, your first formulas, and troubleshooting.
• The Reference is the full formula grammar.
• The FAQ answers the common questions about instruments, IBKR setup, licensing, and data privacy.

What to include in a report

The more of this you send up front, the fewer round-trips it takes:

• What you saw versus what you expected.
• The formula (or formulas) involved.
• Your StreamXLS version — the VERSION metadata topic, =RTD("Tws.Rtd", , "VERSION"), or the version shown in the StreamXLS Control Panel.
• Your TWS or IB Gateway version, and the TWS API version.
• Your Excel bitness (32-bit or 64-bit).

Billing and licensing

Billing, license-key, and subscription questions are fastest through the customer portal — subscription, invoices, and license keys are all self-serve there. To move StreamXLS to a different machine, deactivate and re-activate your key in the StreamXLS Control Panel. For sales and licensing questions, email [email protected].