Frequently Asked Questions

Premium Data Subscribers

• What are the ASX hourly update times?
  
  • 11:00 update is available after 11:25;
  • 12:00 update is available after 12:25;
  • 13:00 update is available after 13:25;
  • 14:00 update is available after 14:25;
  • 15:00 update is available after 15:25;
  • 16:06 market close is available after 16:45;
  • 19:00 final closing prices are available after 19:25.
• What time are the NYSE, NASDAQ, AMEX and US Indices updated?
  
  End-of-day updates are after 19:15 ET.
  We are working on intra-day updates. There have been several delays and we will announce when these are available.
• My free trial has expired. How do I subscribe to the premium data service?
  
  To subscribe click here.
• I have subscribed to the premium data service. How do I activate my subscription?
  
  An activation key will be emailed to you when you subscribe.
  To activate your account, select Activate Premium Version on the toolbar.
  
  
  Copy and paste your activation key into the required field.
  
• What does an activation key look like?
  
  An alphanumeric code is emailed to you when you subscribe. Here is an example:
  
  1:465790:BT7FB7BCS438E43E
• What is my UserID?
  
  Your UserID is a 6-digit number allocated to your computer when you install Incredible Charts. It is displayed at the top of the Login page and under Help >> About >> Membership Details on the chart menu.
  
  A new UserID is allocated if you replace your computer, erase your hard drive or open a new Windows user account.
  
• What is my MemberID?
  
  
  Subscribers to the Premium Data Service are allocated a MemberID when the sign up. This is displayed in all emails concerning your subscription and under Help >> About >> Membership Details on the chart menu.
  
• What is my password?
  
  
  Create your own password when you install Incredible Charts.

  • Click the I Forgot My Password link on the Login page and your password will be emailed to you
  • If your email address has also changed, contact support with your UserID.
• How do I renew my subscription?
  
  Premium membership is continuous and there is no need to complete a new subscription on your anniversary date. Annual subscribers are sent an email reminder one month before their anniversary date.
• How do I cancel my subscription?
  
  To unsubscribe click here.
• Can I activate a second computer against my subscription?
  
  Yes. You may activate two computers against your subscription provided they are not used at the same time. Ask support to activate your second UserID against your subscription.
• I plan to replace my computer. What do I need to do?
  
  1. Record your MemberID from Help >> About >> Membership Details on your old computer
  2. Download the latest version of Incredible Charts and install on your new computer
  3. Create a new password or use your existing one
  4. Do not enter your old activation key on the new computer
  5. Ask support to activate your new UserID against your subscription
  6. Transfer projects (.ini) and watchlists (.viz) using File >> Export/Import Files
• I have replaced my computer. How do I re-activate my premium subscription?
  
  Contact support with your new UserID and we will activate it against your subscription.
• I have replaced my computer. How do I recover my watchlists and projects (indicators and trendlines)?
  
  If you have access to your old computer (or backup), use File Export/Import to transfer your watchlists and projects. If you do not have access, your old settings cannot be recovered.
• How do I update my credit card details? I subscribed (in AUD dollars) through the Australian website.
  
  Please telephone 1300-850-951 or send a fax.
• How do I update my contact details?
  
  Please contact members support.

WorldPay Subscribers (USA)

• How do I update my credit card details?
  
  1. Login to the Shopper Management System
  2. Under Customer FuturePay Agreements (near the bottom of the page) select the Change Details button
  3. This takes you to the FuturePay Agreement Details page
  4. Select the Change Card button
  5. Enter your new card details
  6. Check your entries then click the Submit button
• How do I change my email address?
  
  1. Login to the Shopper Management System
  2. Under Customer FuturePay Agreements (near the bottom of the page) select the Change Details button
  3. Click the Change Contact Details button
  4. Make the required changes
  5. Check your entries before clicking the Submit button
• How do I change my email address if I have lost my password?
  
  Please call WorldPay (USA) support at 1800-661-7079.
  Your FuturePay ID# is the same as your MemberID at Help >> About >> Membership Details.

Free Trial

• I have downloaded Incredible Charts. How do I activate my 30-day free trial of the premium data service?
  
  The 30-day free trial will automatically activate when you install Incredible Charts for the first time.
  
  If the free trial does not activate you will see a "Free Data" watermark on the charts. Please report this to Support.
• What is my UserID?
  
  Your UserID is a 6-digit number allocated to your computer when you install Incredible Charts. It is displayed at the top of the Login page and under Help >> About >> Membership Details on the chart menu.
  
  A new UserID is allocated if you replace your computer, erase your hard drive or open a new Windows user account.
• What is my password?
  
  Create your own password when you install Incredible Charts.
  

  
  
  • Click the I Forgot My Password link on the Login page and your password will be emailed to you
  
  
  • If your email address has also changed, contact support with your UserID.
  
  
• Will I continue to receive data after my free trial expires?
  
  You will have access to free data which is delayed by 16 hours. You can also import data from Yahoo (e.g. enter the codes y_ibm or y_^dji in the toolbar).

Download Incredible Charts

• Something prevents me from downloading Incredible Charts.
  
  Your browser security settings may prevent you from downloading an .exe file. Add Incredible Charts to your Internet Explorer trusted sites. If that does not solve the problem, contact support.

Windows Vista

• I am running Windows Vista 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
  
  • Open C: >> Program Files >> Incredible Charts
  • Right-click on incrediblecharts.exe and select Run As Windows XP (32-bit) application.

Mac Users

• Do you have a version for Mac Users?
  
  The present version of Incredible Charts will only work on a Mac if you run Virtual PC (on older models) or VMware Fusion with Windows (on newer models with Intel chip).

Data Questions

• Can I export data for use in Excel or Metastock?
  
  Incredible Charts compressed data format is not compatible with other software.
• How do I download data?
  
  No data download is required. Incredible Charts automatically fetches individual packets of data from the server as you chart each stock.
• I bought stock xyz a few weeks ago, but your charts now reflect a different price. Why?
  
  Data histories are adjusted for the dilution effect of corporate actions, such as share splits, to create a continuous price chart.
• Do you cover Pink Sheet stocks? Some appear to be missing.
  
  Our data suppliers do not cover securities that trade below a penny or are rarely traded.
• What time are the ASX hourly updates?
  
  The ASX issues hourly snapshots delayed by 20 minutes.
  Update times are:

  • 11:00 update is available after 11:20;
  • 12:00 update is available after 12:20;
  • 13:00 update is available after 13:20;
  • 14:00 update is available after 14:20;
  • 15:00 update is available after 15:20;
  • 16:06 market close is available after 16:45;
  • 19:00 final closing prices are available after 19:25.
• Do you have forex (currencies) data?
  
  We are working on a forex datafeed at present (03-Apr-07) and will announce when this is available. We have encountered several technical issues which have delayed the completion of this datafeed (12-Oct-07).
• Do you have intra-day data for US markets?
  
  We are working on a 15/20 minute delayed feed at present (03-Apr-07) and will announce when this is available.
  We have encountered several technical issues which have delayed the completion of this datafeed (12-Oct-07).
• Do you have intra-day data for Indian stock markets (BSE and NSE)?
  
  
  We do not offer Indian data at present, but you can import end-of-day data from Yahoo. Here are some examples:
  

  • Enter y_^bsesn for the Sensex
  • y_bankindia.ns for Bank of India on the NSE
  • y_500002.bo for ABB Ltd on the BSE
• My charts only show 3 years data. How do I chart longer time periods?
  
  
  Select Time Period >> Chart Complete Data to view more than 3 years history.
• My index charts show the decimal point in the wrong place. Why is this?
  
  This is an historic issue from our database which is now redundant. We plan to move the decimal point to the right, but this will take time as we need to ensure that existing users trendlines are not corrupted.
• Why does my weekly chart only display data up to last Friday?
  
  To display interim values for bars or indicators, before completion of the full week (or month).
  Select View >> Advanced Options >> Display Part-Periods.
  
  Just remember that weekly or monthly indicators will change as the interim data is updated.

Chart Questions

• I have installed Incredible Charts. How do I start it?
  
  1. Click on the Windows Start button
  2. Select All Programs >> Incredible Charts >> Incredible Charts Pro
• How do I plot more than one stock or index on a chart?
  
  Try the Price Comparison indicator.
• How do I change the default index that the charts open with?
  
  1. Chart the stock or index that you want as the default
  2. Select Securities >> Set Current Security as Startup Default
• My charts keep reverting to a time period/chart view that I do not want. How do I change this?
  
  Please use the F6 shortcut key to set Project Defaults.
• How do I stop my candlesticks from switching to the closing price line when I chart longer time periods?
  
  Select View >> Candle (or OHLC) rather than Candle/Close (or OHLC /Close).
  The /Close means that only closing price will be displayed if the bars become too crowded (e.g. more than 6 months of Daily bars).
• My candlesticks are too wide. How do I adjust their width?
  
  1. Select Format Charts >> Indicator Width >> Set Maximum Candle Width
  2. Enter 2, 3, 4 or 5
• My weekly/monthly charts display a bar for the current period even though the week/month has not ended. How do I stop this?
  
  See Charting Incomplete Periods

Indicator Help

• How do I create a 100-day Exponential Moving Average?
  
  1. Select Indicators on the chart menu
  2. Select Moving Averages in the left column of the indicator panel
  3. In the center pane, select Daily, Exponential, and enter 100 as the new period
  4. Save [>>] and Close [X] the panel.
• How do I create a Volume Moving Average?
  
  1. Select Indicators on the chart menu
  2. Select Volume in the left column of the indicator panel
  3. Select a Moving Average under Optional Indicator Smoothing in the gray center pane
  4. Save [>>] the new settings and Close [X] the panel.
• Where do I find Daryl Guppy's Multiple Moving Averages?
  
  These are located in a separate project. Select File >> Open Project >> [Multiple Moving Averages].
• How do I remove an indicator?
  
  1. Select Indicators on the chart menu
  2. Select the indicator in the right column of the indicator panel
  3. Delete the indicator by clicking the [<<] button
  4. Close [X] the panel
• How do I edit an indicator's settings?
  
  1. Select Indicators on the chart menu
  2. Select the indicator in the right column of the indicator panel
  3. Edit the indicator settings in the center pane
  4. Save the new settings by clicking the [>>] button
  5. Close [X] the panel
• How do I get an indicator to display on all charts: Daily, Weekly & Monthly?
  
  When you plot an indicator it will display for every stock in a project, but will not display on Daily, Weekly & Monthly charts. You have to add the indicators to each of the three chart types separately.
  
  This is best done by setting up the indicator in the indicator panel then rotating the display through Daily, Weekly and Monthly, while saving [>>] each time.
• Why do I have to set up indicators on Daily, Weekly & Monthly charts separately?
  
  The present version of Incredible charts allows multiple Time Frame Analysis which means that you can add daily indicators to weekly or monthly charts and vice versa. The flip side is that indicators do not automatically adjust from daily to weekly or monthly intervals.
  
  We have set up separate projects with Weekly & Monthly charts. You will find these projects in the tab list below the charts or at File >> Open Projects on the chart menu. Add your required indicators to each separate project (using the Default project for Daily indicators).
  
  To find out more about customizing projects, see Getting Started With Projects.
• Why does Price Comparison (or Price Ratio/Price Differential) only display on one stock instead of all stocks?
  
  1. Select Indicators on the chart menu
  2. Select Price Comparison in the right column of the indicator panel
  3. Change the setting from Security to Project in the center pane
  4. Save the new settings by clicking the [>>] button
  5. Close [X] the panel

Projects & Watchlists

• How do I delete stocks from the drop-down list on the toolbar?
  
  The drop-down list reflects the last 30 stocks charted. If you do not chart a stock it will soon fall off the list. You cannot delete individual stocks from the list. To clear the entire list, find the file Securities_ReOpen.list in your Incredible Charts folder (using Windows Search) and delete it.
  
  Consider using a watchlist, where you can add/delete stocks and scroll through the list from the toolbar.
• How do I create a watchlist of the S&P 500 without typing in the individual stocks?
  
  1. Open the stock screener (View >> Stock Screens)
  2. Click the Reset button
  3. Select the S&P 500 under Indexes & Watchlists
  4. Click the Submit button or Enter
  5. Use the F8 shortcut key (or View >> Create Watchlist ...) to create a watchlist.
• How do I create a watchlist of the ASX 200 without typing in the individual stocks?
  
  1. Open the stock screener (View >> Stock Screens)
  2. Click the Reset button
  3. Select Australia under Exchanges
  4. Select the ASX 200 under Indexes & Watchlists
  5. Click the Submit button or Enter
  6. Use the F8 shortcut key (or View >> Create Watchlist ...) to create a watchlist.
• How do I create a large watchlist from an Excel or CSV file?
  
  See Creating Watchlists From Excel.
• How do I print a watchlist?
  
  1. Use File >> Export Files to export the watchlist (e.g. Default.viz) to your desktop
  2. Open the file with Notepad or Word
  3. Select File >> Print
• How do I backup my watchlists and projects so that they can be recovered if my computer fails?
  
  See File Backup.
• I have replaced my computer. How do I recover my watchlists and projects (indicators and trendlines)?
  
  If you have access to your old computer (or backup) use File Export/Import Files to transfer your watchlists and projects. If you do not have access, your old settings cannot be recovered.

Stock Screener

• My stock screener will not work. How do I reset it?
  
  1. Click the Refresh button on the toolbar.
  2. Click Reset and then Submit. Does that return a list of stocks?
  3. If not, add Incredible Charts to your Trusted Sites.
• My stock screener returns an error message: "Must be a Valid Number"
  
  1. Click the Refresh button on the toolbar.
  2. Re-enter your filter settings, ensuring that you type only numerals (0 to 9) in the required fields
• My stock screener returns an error message: "Stock Screen Failed to Load Completely".
  
  Please contact support and provide the following information:

  • Use the Browse button on the support form to attach your Default.sso file.
  • The file is normally located at C:\Program Files\Incredible Charts\[yourname]\[emailaddress].

Chart Troubleshooting

• Incredible Charts times out or will not open. How do I reset this?
  
  1. Try the Connection Test.
  2. If there is no connection (ie. no green squares are displayed), turn off your modem for 5 minutes and then turn it back on. That should connect you to a new router at your ISP if one is playing up.
  3. If you see two green squares, that means you can connect to our server with your browser and the problem is most likely caused by a firewall. Follow the steps below:

  • Uninstall using Control Panel >> Add/Remove Programs.
  • Download the latest version of Incredible Charts and re-install to the same folder.
  • Select Allow when prompted by your firewall.
  • If that fails to clear the problem, please send your latest debug files to support.
• When I try to open Incredible Charts I get an error: "Dynamic link library GDI Plus could not be found in the specified path." What do I do?
  
  Please download the latest version of Incredible Charts and install to the same folder.
• When I click on links in the Help menu I get an error: "The message has failed. Either no browser is configured or another system error has occurred." What causes this?
  
  Your Windows operating system is preventing Incredible Charts from opening your default browser. Set Internet Explorer as your default browser and you will find that the links work. Reset your normal browser as default and see if this now works.
• I am running Windows Vista 64-bit version and receive an error message when opening Incredible Charts: "Runtime error on installation."
  
  1. Open C: >> Program Files >> Incredible Charts
  2. Right-click on incrediblecharts.exe and select Run As Windows XP (32-bit) application.

Printing Charts

• When printing a chart, a message says: Error File C\Program Files\Incredible Charts\temp\......FFFFFF.bk could not be renamed to C\Prog Files\Incredible....... Please rename.
  
  This is a bug associated with the the Undo/Redo function and a recent Windows update. We will correct in the next update.
  

  1. Close Incredible Charts
  2. Delete the temp folder at C:\Program Files\Incredible Charts\temp. This will delete the Undo/Redo files
  3. Restart the charts.

Emailing Charts

• How can I email charts with MS Outlook?
  
  Select View >> Advanced Options >> Send Email With Outlook
• How can I email charts with Mozilla Thunderbird?
  
  The present version of Thunderbird does not offer a command-line option to open a file; so we cannot open Thunderbird as we do with Outlook Express. Hopefully Mozilla will address this shortfall in the future.
• When I select Email Charts, I cannot send the email as the address bar in Outlook Express is blank.
  
  This may be due to a faulty Microsoft security update KB911567 20-Apr-06. There is a simple fix at Inside Outlook Express.

Newsletters

• My newsletter links will not work. How can I view the newsletter?
  
  Click on the link at the top of the newsletter to open with your browser.
• The browser link in my newsletter displays a 404 error when I click on it.
  What can I do?
  
  Please contact support and provide the following:

  • Right-click on the non-performing link and copy & paste into the support form
  • What is your default Internet browser (e.g. Internet Explorer)?
  • What is your email browser (e.g. Outlook Express)?
  • Do you use an Internet browser-based mail program like hotmail, gmail or webmail?

Forum

• Why will my Incredible Charts password not work on the Forum?
  
  Please register separately for the Forum. The software is not developed by us.

  • Your username and password do not have to be the same as for the charts.
  • Use only lowercase and avoid CAPITALS.
  • Only fields marked * are required fields.
• Why has my post been delayed for several hours before being displayed on the forum?
  
  New members' posts are queued until approved by a moderator.
• I have made several posts to the forum. Why are they still being queued?
  
  Please check that your forum Profile is completed correctly, especially the fields under Additional Information that are hidden from other members.