We answer our email.
Support is by email: support@streamxls.com. 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 basic troubleshooting.
- The IBKR RTD troubleshooting guide covers additional scenarios.
- The Reference is the full formula grammar.
- The FAQ answers common questions.
What to include in a report
Reporting an issue? Email support@streamxls.com and include:
- What you saw versus what you expected.
- The formula (or formulas) involved.
- Your TWS or IB Gateway version.
- Your Excel version and bitness (32-bit or 64-bit).
- 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")
- Optional: A log file covering the problem.
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 sales@streamxls.com.