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.

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.

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

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 # listed towards the top of the page. Version 8.1.2 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.

We use the PDF format for many reasons.

1. Simplicity - The Acrobat Reader works on both Macintosh, Windows, & 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.

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

• Check that the "Caps Lock" and "Num Lock" keys are not selected. Open your word processing program or notepad (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 20-30 minutes for the account to be activated.
• If you're on an automated billing plan, verify your credit card info has not changed or expired. If you suspect a billing problem, contact our Customer Service Dept. The contact info is below.
• If you have trouble remembering your ID & password, contact our Customer Service Dept 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 Elliott Wave 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 may be the case.
  • In Microsoft Internet Explorer 6.0, 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 "Content".Look for the "AutoComplete" Button.Click it and another box should open.Click the "Clear stored passwords" button.This will erase ALL stored passwords for any websites you have visited.Click "OK" on both boxes.Finally, close internet explorer and then try accessing the product again.
  • 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.
  • 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.

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.

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, (STU, DFJ, etc.) the PDF version is available on the archives page. We keep at least the 2 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 printers manufacturers web site and www.adobe.com to see if there is a PostScript (PS) version of your printers drivers.

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 has come to be as a result of faster Internet connections such as cable modems and DSL, and is targeted mainly to those customers.

The most common problem we see when a customer doesn't 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 ISP, it will prevent the attachment from getting through.

Archive old mail or clean out unnecessary email from your mailbox.Then email our Customer Service Dept 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 Dept if you need to setup a username and password for access to our website.

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.

Archived updates of the Short Term Update newsletter are available by clicking the "Archive" tab located on subscribers page of the Short Term Update. Archived updates of the Daily Futures Junctures newsletter can be accessed by clicking the appropriate date just under the top menu tabs. Unfortunately, past issues of the Elliott Wave Theorist and The Elliott Wave Financial Forecast are not archived on our web site. Individual issues for the current year are available for $3.00 each (excluding the current month) and can be emailed to you immediately after your order is placed. Previous years are available only as whole years for a per year cost and will be sent first class mail upon receipt of your paid order. To place your order, please call customer service at ++770-536-0309 or 1800-336-1618 in side the US.

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

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 8:00 am and 5:00 pm EST 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 at, in the event the fax does not come through clearly. We do not recommend e-mailing your credit card information as e-mail is not a secure way of relaying information.

If you are still in need of assistance you may contact Customer Service @ 800-336-1618 (US) or ++770-536-0309 (outside the U.S.) anytime from 8:00 am - 5:00 pm Eastern Standard Time Monday through Friday