Contact MarketXLS support
Send a complete, privacy-aware support request that the MarketXLS team can diagnose.
Email support@marketxls.com when the troubleshooting guide doesn't resolve the issue. Send the request from the email address connected to your MarketXLS subscription when possible.
Include the diagnostic details
Copy this checklist into your message:
- MarketXLS add-in: Windows desktop or Microsoft 365
- Operating system and version
- Excel version
- Exact formula as text
- Symbol, date, or period used in the formula
- Complete error message
- What you expected to happen
- What happened instead
- Steps you already tried
- Whether the issue also happens in a blank workbook
- For QuoteMedia on Microsoft 365, the report copied by Why? in the task pane
- For QuoteMedia on Windows, the Test Connection result, the data centers that you tested, and whether Excel is closed on other computers
- Whether the required exchange agreements are complete when data is stale, delayed, rejected, or unentitled
For a data discrepancy, also include the expected value, its source, and the time that you observed it.
Capture the diagnostic result or copied confirmation with identifiers redacted.
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Capture a connection failure with credentials redacted.
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Add a useful screenshot
Capture the formula bar, returned value, and relevant error message. Remove or cover:
- License keys
- Passwords
- Payment information
- Private portfolio values
- Personal or company-confidential data
Share a workbook safely
Don't send the original workbook if it contains sensitive information. Create a copy, remove unrelated worksheets and private values, and confirm that the problem still occurs in the sanitized copy.
Support might ask for additional diagnostic information after it reviews the request.