Customer Support Resources

Customer Support Resources

We believe that Customer Support works best when it is viewed as a partnership between friends. We love helping you use our website, but first we need you to do whatever research you can before contacting support. Below is a list of resources that can help you get the most out of StockCharts.com before contacting our support team. Please review this information thoroughly for the fastest answers to your questions.

Online Support Resources

We have a huge variety of online resources to help anyone better understand how to use our website as well as how to use Technical Analysis to make better investing decisions. In addition to the Documentation articles in this Support area, we also have:

Contacting Customer Support

We provide Customer Support to our users via online educational resources and email messages.
We are not able to provide phone support.

If you have a question about using our website, you can submit it to our support staff using our Support Request Form.

Support Policies and Limitations

Our Support Staff is a limited resource. They try to respond to all messages as quickly as possible; however they can only do so much.

Our Support Staff has the following limitations:

  • We try to respond to all support requests within one business day, typically much sooner.
  • We cannot provide investment advice.
  • We can only provide limited support for computer configuration problems.

Users are expected to help our support staff in the following ways:

  • Send messages that are clear, polite and respectful.
  • Research problems using the self-help resources on our site before sending in a support request.
  • Have patience when waiting for responses.
  • Clearly explain what the problem is, what steps we can take to re-create the problem, what appears on the screen, and how big an impact the problem creates.
  • Make sure that emails from support@stockcharts.com are not blocked or filtered as “Junk”
  • Messages that are disrespectful, profane or deliberately antagonistic will not be responded to.

Expected Response Time

Most customer support requests will be responded to within 24 hours (often much sooner). If there is a sitewide problem that generates a large volume of requests, we may choose to respond via our Status blog instead of individually.

Scope of Support

As a website operator, we are limited in the kind of technical problems that we can troubleshoot and provide help with. In general, we are only able to provide support concerning the use of the tools on our website. We are not able to provide direct help for problems that are specific to an individual computer's configuration or Internet connection, although we may be able to provide general guidance on how to narrow down such problems.

Similarly, we are unable to provide financial advice, chart interpretations or indicator recommendations. We are not financial advisers or counselors.

Abusive Behavior Restrictions

While the vast majority of our customers abide by our policies above, people that consistently violate those policies may be banned from receiving Customer Support replies in the future.


Next Up » Frequently Asked Questions