the manual should answer most of your questions
concerning the use of FastTrack for the Web.
Click here for the main help page.
If you cannot an answer, please call
(866) 295-0166 x 2 from
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 technicial 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 Central time, most calls are answered
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
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.
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
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
The worst time to call is at 6:30 P.M. to 7:00 P.M. Central
on market days while the database is updated. The entire staff participates
in the update process and may have to work overtime to return your call
before leaving for the day.
Please, do not call the sales line with Tech Support
Finally, say your phone number up front
s-l-o-w-l-y and distinctly.