Help Center Thousands of today's Charts Free trial FT4Web installed on your computer Contact us: phone, address, e-mail Of Interest to Individual Investors Of interest to Money Managers Already have FT4Web Installed? Lots of well known FastTrackers Mutual Fund Charts

Search by clicking , Search page, or the Home page

Customer Technical Support

Updated 01/17/12

This help. the manual, and the tutorials should answer most of your questions concerning the use of FastTrack for the Web. If you cannot find your answer, please call (866) 295-0166 x 2 from
9:00 A.M. - 7:30 P.M. Eastern time on market days

Please be at your computer, have the power on, and be prepared to spend a few minutes trying the steps we may suggest.

We take pride in the quality of our technical support. 

If you find that you are having to call back more than twice about the same problem, please ask your call be escalated. There is always a senior engineer available.

Please leave a message if requested to do so. We will call you back. 

  • The overall average wait time for a return call is 20 minutes.

  • The return time on Monday mornings averages 50 minutes.

  • From 2:00-4:00 PM Eastern time, 2 of 3 calls are answered live.

  • The average return time for evening calls varies according to the mood of the market. More folks update on market days with big moves and there are more support calls.

  • All calls are returned in the order received. 

  • All calls are returned by the close of the business day. We do not close for the day without trying to reach you subject to the limitations below.

Limitations

  • If the line is busy, the next call in the queue is returned, and then we try you again. The process repeats to the end of the current TS shift. If you have not heard back from us within 2 hours, please call again.

  • We call until we reach you or leave a message on your machine or with a person.

  • No calls are returned the following day unless they are left after the close of business. Please do not leave a message overnight unless you will be available between 8:00AM and 9:00AM your local time the next morning. Unless your message instructs otherwise, no calls will be returned before 8:00AM your local time.

Do your Part

  • Please leave a message. We know that other software support organizations commonly do not return calls, but we really do.

  • Leave a brief description of the problem. Our technicians each have specialties. Your call will be routed directly to the best support.

  • The worst time to call is at 6:30 P.M. to 7:30 P.M. Eastern on market days while the database is updated. The entire staff participates in the update process and may not take your call immediately.

  • Please, do not call the sales line with Tech Support questions.