---
title: "Support — StreamXLS"
description: "StreamXLS support — email support@streamxls.com. What to check first, what to include in a report, and where billing and licensing questions go."
canonical: https://streamxls.com/support
updated: 2026-08-14
source: markdown mirror of the HTML page at the canonical URL, generated at build time by gen-md.py — do not edit
---

# Support — We answer our email.

Support is by email: [support@streamxls.com](mailto:support@streamxls.com). We aim to respond within one US business day. 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](https://streamxls.com/docs) covers setup, your first formulas, and basic [troubleshooting](https://streamxls.com/docs#troubleshooting).
- The [IBKR RTD troubleshooting guide](https://streamxls.com/ibkr-rtd-troubleshooting) covers additional scenarios.
- The [Reference](https://streamxls.com/docs-reference) is the full formula grammar.
- The [FAQ](https://streamxls.com/faq) answers common questions.

## What to include in a report

**Reporting an issue?** Email [support@streamxls.com](mailto:support@streamxls.com) and include:

1. What you saw versus what you expected.
2. The formula (or formulas) involved.
3. Your TWS or IB Gateway version.
4. Your Excel version and bitness (32-bit or 64-bit).
5. Results of the following formulas in Excel:

   - `=RTD("Tws.Rtd", , "VERSION")`
   - `=RTD("Tws.Rtd", , "STATUS", "ServerVersion")`
   - `=RTD("Tws.Rtd", , "STATUS", "ConfigWarnings")`
   - `=RTD("Tws.Rtd", , "TWSAPI_MESSAGE")`
   - `=RTD("Tws.Rtd", , "LICENSE_MESSAGE")`
6. Optional: A [log file](https://streamxls.com/docs-config#logging) covering the problem.

## Billing and licensing

Billing, license-key, and subscription questions are fastest through the [customer portal](https://streamxls.com/account) — 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 [sales@streamxls.com](mailto:sales@streamxls.com).

[Documentation →](https://streamxls.com/docs) · [FAQ](https://streamxls.com/faq) · [Reference](https://streamxls.com/docs-reference)

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*StreamXLS is not affiliated with, endorsed by, or sponsored by Interactive Brokers. Trader Workstation, the TWS API, and Excel are products of their respective owners; their use is governed by their respective licenses. StreamXLS does not provide investment advice or recommendations.*

*Markdown mirror of <https://streamxls.com/support>, generated at build time. Every public page on this site is also served as markdown at the same path plus `.md`. Index: <https://streamxls.com/llms.txt>.*