Customer Support FAQ

This page exists as a guide to help you resolve some basic technical issues you may experience with our site or our services.

We hope that this walk-through of common problems helps answer your questions. However, some technical issues are best addressed by your Internet Service Provider (ISP), computer manufacturer or local technical support person.

• How do I stop my email program or spam filter from incorrectly interrupting EWI emails?
• How do I get and install the Adobe Acrobat reader or verify that the version I have is the most recent?
• Why does Elliott Wave use the Acrobat format?
• I'm having problems with my username and/or password.
• I can login, but I am not able to access my subscription.
• I'm having trouble printing.
• I'm having problems playing your streaming video content.
• I didn't receive my newsletter email or attachment.
• How do I download the newsletter file attached to my email?
• How do I access the archives for past Newsletters, Short Term Update or Daily Futures Junctures?
• Why was I billed before my subscription's end date?
• The credit card number you have on file for me has changed. How can I notify EWI of my new card number?
• How does the 30-Day Money Back Guarantee work?
• How do I cancel a subscription?

Even the best email programs or spam filters can make mistakes and prevent you from receiving your requested EWI emails. Ensure they get through by "white listing" us. Find out details here: http://www.elliottwave.com/wave/whitelist

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If you have Acrobat Reader already installed, start by verifying your version. Open your current version. Across the top you will see drop down menus like File, Edit, etc. Click on the one called Help. When the menu comes down, you will see the words "About Acrobat Reader." Click on that and a box will open. You should see a version number listed towards the top of the page. Version 9.3 is the current version as of this publication.

If you have a version of Acrobat older than 5.0 or no Acrobat reader at all, then you will need to download it. It is a free product from Adobe Software. Just click on the image above and you will go to a page offering both the free reader and the full version of the software. Once you have filled out the form to get the free reader, you will be asked where to save it. We recommend that you save it to your "My Documents" folder for easy reference. After the download is complete, go to where you saved the file, double click it, and the setup program will run.

For help with using the Acrobat Reader program or further help installing it, contact Adobe's tech support. They have a free online FAQ and Knowledge Base.

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We use the PDF format for many reasons.

1. Simplicity - The Acrobat Reader works on both Macintosh, Windows, and Linux platforms and does not require the end user to purchase any additional software.
2. Uniformity - The PDF format creates an "image" of the original document. Everything remains just as we created it. You are not required install special fonts or change page settings in your word processor for it to display correctly. You see it as we made it.
3. Printing - The Adobe Acrobat format is designed to be printer friendly. It does not break charts in the middle like a web page does when you print. The only thing it requires is that you have your printer drivers up to date. Also, we recommend that you use the PostScript version of the printer driver. You should be able to get these at www.adobe.com as well as at your printer manufacturer's web site.
4. Offline viewing - Once you have saved the PDF to the local drive on your PC, you have the ability to review it anytime you want. No more keeping folders of printouts when you can just open the files and read them whenever you want. This luxury allows you to store the files on your computer instead of keeping folders of printouts.

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Here are a few things to check if your username or password does not work.

• Make sure that the web address your are accessing is elliottwave.com. Note that the spelling includes two L's and two T's.
• Check that the "Caps Lock" and "Num Lock" keys are not selected. Open your word processing program or Notepad (Go to: Start>Programs>Accessories> Notepad). In that program, type in your user ID and Password to make sure your username and password display correctly.
• If an order was placed over the phone, it may take up to 30 minutes for the account to be activated.
• If you're on an automated billing plan, verify that your credit card information has not changed or expired. If you suspect a billing problem, contact our Customer Service Department. The contact information is below.
• If you have trouble remembering your user ID and password, contact our Customer Service Department and ask for it to be changed to something easier to remember. To expedite your request, please be sure to specify the desired user ID and password.
• Be sure "Per Session Cookies" are enabled within your browser. If cookies are enabled you may wish to delete any of Elliott Wave International's cookies to refresh. For directions to enable or reset cookies, you should check the "Help file" within your specific browser.
• Make sure that you have not stored your password. For security reasons, we do not support the use of stored passwords for our web site. If you are not getting prompted for your password, this might be the case.
  • In Microsoft Internet Explorer 7.0, click on the "Tools" menu and choose "Internet Options". At the top of the Internet Options box are several Tabs. Click on the Tab named "General". Look for the "Delete..." button, located in the "Browsing history" section. Click it and another box should open. Click the "Delete passwords..." button. You will be prompted to confirm the delete, Choose "Yes". NOTE: This will erase ALL stored passwords for any websites you have visited. Click "Close" and then "OK". Finally, close Internet Explorer and then try accessing the product again.
  • In Microsoft Internet Explorer 8.0, click on the "Tools" menu and choose "Internet Options". At the top of the Internet Options box are several tabs. Click on the tab named "General". Look for the "Delete..." button, located in the "Browsing history" section. Click it and another box should open. Check the box next to "Passwords." If you wish to maintain the rest of your browsing history, uncheck the rest of the boxes as needed. Click the "Delete…" button at the bottom of the box. NOTE: This will erase ALL stored passwords for any websites you have visited. Click "Close" and then "OK". Finally, close Internet Explorer and try accessing the product again.
  • If you use a different web browser, or a third-party password storing program, please contact the providers of this software for directions on clearing stored passwords.

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Be sure "Per Session Cookies" are enabled within your browser. If Cookies are enabled you may wish to delete any Elliott Wave cookies to refresh. For directions to enable or reset cookies, you should check the "Help file" within your specific browser.

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Because web pages are designed to be viewed on a monitor and do not contain page breaks required for proper printing, we recommend you print from our PDF or printer friendly version of each product (in many cases the printer friendly pages link to the PDF version).

For retail products that are viewed online, such as The Elliott Wave Financial Forecast Short Term Update, the PDF version is available on the archives page. We keep at least the two previous issues there in case you missed a day or need to print a recent issue. The PDF version can also be sent via email.

If you still have problems printing, be sure that your printer drivers are properly installed and up to date. Also, check both your printer's manufacturers web site and www.adobe.com to see if there is a PostScript version of your printer's drivers.

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A broadband connection is recommended for streaming video, as a dial-up connection may result in choppy video playback. Streaming media is a technology that relies on faster Internet connections, such as cable modems and DSL; such services are targeted mainly to customers with such Internet capability.

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The most common problem we discover when our customers do not receive an email or attached file is that they are over their mailbox limits. If your mailbox is over the size limit set by your Internet service provider, it will prevent the attachment from getting through.

Archive old mail or clean out unnecessary email from your mailbox. Then email our Customer Service Department and ask that they resend the newsletter e-mail/attachment to you. For help archiving or cleaning up your mailbox we recommend that you contact your email provider.

Remember that you can always download newsletters from our website. Contact our Customer Service Department if you need to setup a username and password for access to our website.

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Every email system is different in this matter. Some have a "download now" button, some ask that you just click the file, others that you double click it or drag it out of the email. We recommend that you consult the HELP feature for your specific email software. This can usually be found by looking at the top bar for a menu item named Help. If this does not work, then you need to contact the customer service department of your email provider.

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Archived issues of Short Term Update are available by clicking the "Recent Issues of Short Term Update" drop down list located on Subscribers page of the Short Term Update. Archived issues of Daily Futures Junctures can be accessed by clicking the appropriate date in the right column of the Daily Futures Junctures Subscribers page. The Elliott Wave Theorist, The Elliott Wave Financial Forecast and the rest of our monthly publications also make recently archived issues available on the Subscribers page. If you would like to purchase additional back issues, you can place your order and have them delivered to you immediately. Please call customer service for more information and back-issue pricing of specific issues. To place your order, please call customer service at ++770-536-0309 or 1800-336-1618 inside the US.

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Automatic billing takes place up to seven days prior to the subscription end date.

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To notify EWI's Customer Service department of a credit card change, please call ++770-536-0309 (outside the U.S.) or 1-800-336-1618 between 8 a.m. and 5 p.m. Eastern time, or you may fax your new credit card number to 770-536-2514. When faxing a new credit card number, please be sure to include the name of the subscriber, the expiration date on the card and a telephone number where you can be reached in the event the fax does not come through clearly. We do not recommend emailing your credit card information as email is not a secure way of relaying information.

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When we say risk-free, we mean it! We're so confident that you'll absolutely love our products and services that we'll let you try them for 30 days. If within 30 days you tell us you don't like it, you’ll simply need to ship the book(s) back to us, and we'll cheerfully credit your money to another subscription or give it back minus shipping charges – it’s up to you. The 30-Day Money Back Guarantee is available for select publications and products available on our website. The guarantee applies to subscriptions which have not been previously held by the subscriber. Contact Customer Service with additional questions.

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To cancel a subscription, please call us ++770-536-0309 (outside the U.S.) or 800-336-1618 (inside the U.S.). Office hours are 8am to 5pm EST. Please do not use the Online Customer Service form to cancel subscriptions as this is not a secure page.

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If you are still in need of assistance you may contact Customer Service at 800-336-1618 (US) or ++770-536-0309 (outside the U.S.) anytime from 8 am - 5 pm Eastern time Monday through Friday.