Support Response Times
🚨 High Priority
4-8 hours
Account access issues, billing problems, service outages
⚠️ Medium Priority
24-48 hours
Feature questions, data issues, general inquiries
💡 Low Priority
48-72 hours
Feature requests, suggestions, educational questions
What to Include in Your Support Request
To help us assist you quickly, please include:
- Your account email address
- Detailed description of the issue
- Steps you've already tried
- Screenshots or error messages (if applicable)
- Browser and device information (for technical issues)
Self-Service Options
- Account Dashboard: Manage subscription, billing, and settings
- FAQ Section: Common questions and solutions below
- Knowledge Base: Detailed guides and tutorials
- Status Page: Check for service outages or maintenance
Frequently Asked Questions
How do I cancel my subscription?
Log into your dashboard, go to Account Settings → Subscription, and click "Cancel Subscription". Your access continues until the end of your billing period.
Can I change my subscription plan?
Yes! You can upgrade or downgrade anytime from your account dashboard. Changes take effect at your next billing cycle.
Is my payment information secure?
Absolutely. We use Stripe for payment processing, which is PCI DSS compliant and uses bank-level security. We never store your payment details.
How accurate is the stock data?
We source data from reliable financial providers. While we strive for accuracy, always verify important information and use our tools as part of your research process.
Do you provide investment advice?
No, StockIQ provides analysis tools and data only. We do not provide investment advice. All investment decisions are your responsibility.
Can I get a refund?
Yes, we offer a 30-day money-back guarantee for new customers. See our
Refund Policy for details.
Escalation Process
If you're not satisfied with the initial response:
- Reply to your support ticket requesting escalation
- A senior support specialist will review your case
- Complex issues may be escalated to our technical team
- We'll keep you updated throughout the process
Business Hours & Holidays
Regular Support Hours:
- Monday - Friday: 9:00 AM - 6:00 PM AEST
- Saturday - Sunday: Limited support (urgent issues only)
Holiday Schedule: Support may be limited during Australian public holidays. We'll post notices for any service changes.
Additional Resources