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.
Click on the Statement that best matches the problem you are having.
To add a new subscription to your account either go through our secure online store or call us at 770-536-0309 (outside the U.S.) or 800-336-1618 (inside the U.S.). If you choose to use the online store, please be sure to use the same email address, User ID and Password that we have on file for you. That will allow us to make sure that you get any discounts offered for packaged services. Please do not use the Online Customer Service form to add new services as this is not a secure page.
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 “whitelisting” 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 6.0 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
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.
· Here are a few things to check if your username or password does not work.
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 printer’s manufacturers web site and www.adobe.com to see if there is a PostScript (PS) version of your printer’s drivers.
If you use a Macintosh, or for some reason you can't install the newest Windows Media Player, you can try the Real Player version or the Flash version.
Second, your connection must be a solid 56k or higher for the videos to play properly. Poor connections can 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. We realize that not everyone has access to these faster connections, so we do put up a 56k version. If you are using a dial up connection to the Internet and are not getting full 56k speed, please contact your Internet Service Provider or local phone company for troubleshooting information.
Yes. Please make sure that you are using the most recent versions of Acrobat and other viewing software.
Our site is designed to be viewed using Microsoft Internet Explorer 5.0 or higher. Additionally we test it for compatibility with Netscape 6 or higher. Older version of Netscape (4.7x and earlier) will not work properly on our website as we use newer features that the older version are not able to process.
If you have problems viewing our site, we highly recommend that you try upgrading to the most recent version of Internet Explorer. This is available for download at http://www.microsoft.com/windows/IE/
We designed our website to be viewed at a screen resolution of 800x600 pixels. This is a standard setting for a 15" monitor. Please check that your screen resolution is not set to 640x480 pixels. If you need help in doing so, please contact the manufacturer of your PC, as we cannot tech support individual user hardware.
Why do some links in emails not work?
Some email clients, like older versions of AOL, do not support standard HTML hyperlinks in emails. If this is the case with your Internet Service Provider's email client, then copy and paste the link into your web browser. Please note, some long links may break into two lines. You will need to copy and paste both lines into your browser with no space between them.
We recommend that you also check with your ISP for newer versions of your email client. For AOL customers, AOL claims that this problem was corrected with AOL version 6.0 and higher.
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.
The past five updates of Short Term Update and Daily Futures Junctures are available by clicking the "Archive" tab located on subscribers page of STU and DFJ. 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 $34.00 per year 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.
To set up a Market Opinion account please call: 1-800-336-1618 (inside US) or 770-536-0309 (outside the US) on Monday through Friday between 9:00am and 4:00pm Eastern Standard Time to set up your first call. We'll bill your credit card at a fee of $20 per minute for each call, in 1/10 minute increments (no rounding up to the next minute!). We'll maintain your credit card on file to make future calls even speedier for you.
You
must be running Acrobat Reader 5.0 or newer to view our products. Please upgrade
now, as the following instructions will not work for 4.0.
There are two reasons you may be getting a “Blank Page” when trying to open one
of our products using Adobe Acrobat Reader.
First - Adobe's Acrobat tries to automatically check for updates to the
software. There is a flaw in the software that causes the update box to open
behind all other windows. When this occurs, you need to minimize each of your
open Windows, one at a time, until you find the Update box. If you then cancel
the update process the file will open. Adobe has posted instructions on their
web site for disabling this feature (). As the instructions vary based on the
different versions of Windows and MAC, you will need to refer to Adobes website
for further instructions.
Second - There is a flaw in the fast web view for Acrobat reader. Here is the
fix for 5.0 (there is no fix for 4.0)
Start by opening the Acrobat Reader program itself. At the top of the screen, you will see some drop down menus. Click on the EDIT menu, and from the drop down list, choose PREFERENCES. When the Preferences box opens, click on OPTIONS in the list on the left. Uncheck the boxes next to "Display PDF in Browser" & "Allow Fast Web View." and then click OK.
You
may now close Acrobat Reader and try opening our product page again.
This time you should be asked if you want
to OPEN or SAVE the file. Choose to SAVE the file, and be sure to remember where
you save it to. This will download a copy of the PDF file to your Local drive to
make it easier for Acrobat Reader to open. When the download finishes, if it
does not prompt you to open the file, just browse to where you saved it and
Double click it to open the file.
To notify EWI's Customer Service department of a credit card change, please call 770-536-0309 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.
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If you are still in need of assistance you may contact Customer Service @ 800-336-1618 (US) or 770-536-0309 (International) anytime from 8:00 am - 5:00 pm Eastern Standard Time Monday through Friday |