Customer Support
1) Start Here
Pick the one that sounds like your problem.
Account & billing
Cannot sign in, invoice or receipt needed, upgrade or cancel, access stopped after a payment problem.
API support
A 401, 403 or 429, an empty result set, a truncated export, or an endpoint that used to work.
MCP support
The server does not appear in your AI client, calls are refused, or tools vanished after a plan change.
Data questions
A figure looks wrong, a period is missing, or you need to know how current the data is.
2) Where To Send It
If you have an account, use the support request form in your dashboard. It records a ticket with a status you can track, keeps your previous requests in one place, and lets you attach a screenshot or PDF. Choose a category (Billing, Login/Access, Download/CSV, Data Issue, Bug/Technical, Feature Request, Other) and a priority, and add the related company code or page URL if there is one.
If you cannot sign in, or your question is not tied to an account, use the addresses below.
| What you need | Where to write | Use this when |
|---|---|---|
| Technical support | support@csimarket.com | A key stopped working, an endpoint or MCP tool is failing, an export is broken. Anything where the product is not behaving. |
| Sales and plans | sales@csimarket.com | Choosing a plan, quotes, trials, procurement paperwork. Not for faults. |
| Licensing and redistribution | data.info@csimarket.com | OEM, redistribution, AI or LLM training rights, marketplace distribution, DPAs, API and MCP commercial terms. |
| Data accuracy corrections | article@csimarket.com | A specific number, name or attribution looks wrong and you can point at the filing. |
| Privacy and data rights | privacy@csimarket.com | Access, deletion, correction, opt-out and other GDPR or CCPA/CPRA requests. |
| Legal notices | legal@csimarket.com | Formal legal correspondence only. |
TODO(goran): support@csimarket.com does not exist yet. The mailbox has to be created (or an existing address chosen) before this page goes live, otherwise every technical request bounces. Deliberately not routed to sales@.
TODO(goran): agree and publish target response times per channel, plus support hours and time zone. Nothing is stated above because nothing has been agreed, and a published commitment we do not meet is worse than none.
3) Before You Contact Us
Requests that include the following are usually resolved on the first reply. Without them we generally have to ask, which costs you a round trip.
- The endpoint path or MCP tool name, exactly as you called it.
- The UTC timestamp of a failing call, to the minute.
- The request ID, if the response carried one. This lets us find your exact call in our logs.
- The HTTP status you received, and the error message verbatim.
- Your organization name, so we can match it to the licence.
- The first 6 characters of the key only, which is enough for us to identify which key you are using.
If a key has been exposed: rotate it in your dashboard first, so the exposed key is dead, then tell us. We will confirm the old key is revoked and check whether it was used by anyone else. Rotate first, report second. Do not wait to see whether anything happens.
4) Account, Subscriptions & Billing
- Creating an account. Register at /login/register. Free test access to the API is available once your account exists.
- Finding your keys. API keys live in your dashboard, issued per organization. If a key was shown only once at creation and you no longer have it, we regenerate rather than retrieve it, because we store only a hash.
- Changing plan. Compare plans on the pricing page. Scope and depth changes take effect on your next request; AI clients connected over MCP need a restart before they see the change.
- Invoices, receipts and payment method. Billing runs through Stripe. Manage payment details and invoices from the billing portal at /subscribe/portal.php. Card details are entered on Stripe-hosted pages and never reach CSIMarket servers.
- Suspension and non-payment. Licence status is validated on every request, so a lapse stops API and MCP access immediately rather than at the end of the period. Clearing the balance restores access; if it does not, contact support.
- Cancellation. Cancel from the billing portal. Your licence, and any cached copies of our data, end with the subscription. See Terms of Use section 13.
Background on what each subscription includes: Web Subscriptions & Downloads.
TODO(goran): confirm the refund policy and any cooling-off window, and state it here. Nothing is claimed above because nothing is documented. TODO(goran): /subscribe/portal.php has no clean-URL rewrite, unlike /subscribe/success/ and /subscribe/cancel/. Worth adding ^subscribe/portal/?$ so this link matches the rest of the site.
5) API Support
This section is troubleshooting. For endpoint reference and schemas see API & Data Feeds and the live documentation at api.csimarket.com/api/docs.
| What you see | Usual cause | What to do |
|---|---|---|
401 Unauthorized | Missing, malformed or revoked key | Check the header is X-API-Key or a correctly formed Authorization header, with no stray whitespace or quotes. If the key was rotated, update every client that uses it. |
403 Forbidden | Key is valid but the plan lacks that scope | The endpoint is outside your entitlements, for example the quant panel without quant.read. Confirm which scopes your licence holds, then ask us if you expected it to be included. |
429 Too Many Requests | Rate limit reached | Back off and retry with increasing delays rather than immediately. If your normal workload needs a higher limit, contact us. Rotating keys or IPs to get around the limit is a breach of the Terms. |
| Empty result set, HTTP 200 | That ticker and period combination genuinely has no data | Not an error. Check the period type (TTM, quarterly, FY, YTD) and that the company reported for that period. Newly listed and foreign filers have shorter histories. |
404 on an endpoint that used to work | Endpoint moved, versioned or deprecated | Check /api/changelog and the OpenAPI spec. We aim to give paid plans at least 90 days notice before a breaking change. |
| Truncated CSV or Parquet | Export exceeded the size the request could return | Narrow the period or the universe and page through, or request a bulk delivery instead of a live call. If the file is cut mid-row, send us the request ID. |
- Enterprise controls. IP whitelisting, HMAC request signing and scope-based access are available on enterprise plans. If you enabled IP whitelisting and calls started failing, check your egress IP has not changed. If HMAC signing is enabled, a signature mismatch presents as a rejected request rather than a 403.
- Choosing a format. JSON for application use; NDJSON for streaming and line-by-line processing; CSV for spreadsheets and quick inspection; Parquet for columnar analytics; bulk ZIP for large historical pulls. All of them carry the same licence restrictions as the JSON response.
- Period semantics. TTM is trailing twelve months and updates daily. Quarterly is a single fiscal quarter. Annual (FY) is a fiscal year. YTD is cumulative within the fiscal year. Comparing a TTM figure against a quarterly one is the most common source of numbers that look wrong.
6) MCP Server Support
The MCP server lets Claude, ChatGPT and other AI clients query CSIMarket data in natural language. Endpoint:
https://mcp.csimarket.com/mcpConnecting a client
Modern MCP clients handle authorization themselves: point the client at the endpoint, and it discovers the sign-in flow and prompts you to authorize. You sign in with your CSIMarket credentials and the client stores the resulting token.
{
"mcpServers": {
"csimarket": {
"url": "https://mcp.csimarket.com/mcp"
}
}
}Authorization: Bearer header in the config. That does work, but an access token is short-lived, so a hand-pasted token stops working within the hour and you have to paste a new one. Let the client run the sign-in flow instead. Either way, the credential belongs in the client configuration file, never in a prompt.
Troubleshooting
| What you see | Usual cause | What to do |
|---|---|---|
| Server does not appear in the client at all | Config not loaded, or the client was not restarted | Check the config file is valid JSON, then fully quit and reopen the client. Most clients read the config only at startup. |
| Unauthorized, or the sign-in prompt never completes | Authorization not finished, or the stored token expired | Reconnect the integration so the client runs sign-in again. Confirm the service is up with /health. |
| Tools are listed but every call fails | Connected, but the licence is not resolving | Usually a lapsed or suspended subscription. Check billing, then reconnect. If billing is current, send us the UTC time of a failing call. |
| Quant tool missing or every quant call refused | Plan does not carry quant.read | The quant factor panel is scope-gated. This is a plan question, not a fault. Contact sales or licensing to add it. |
| Everything stopped at once | Subscription suspended or lapsed | Licence status is checked on every tool call, so access stops immediately, including in sessions already open. Clear the balance and reconnect. |
| Old limits or old tool list after upgrading | Client cached the session | Restart the AI client. Entitlements resolve per request on our side, but clients cache the tool list from when they connected. |
Self-diagnosis before writing in
- https://mcp.csimarket.com/health tells you whether the service is up. If this fails, the problem is ours.
- https://mcp.csimarket.com/version reports the running version, which is useful to quote in a ticket.
https://mcp.csimarket.com/.well-known/oauth-authorization-serveris the discovery document your client reads. If your client cannot fetch it, the failure is between the client and us, often a proxy or firewall.- The
csimarket_my_accesstool reports what your licence currently entitles you to. It is the quickest way to settle a "should I be able to see this?" question.
Tools you should be seeing
The server currently registers these 27 tools. If your client shows noticeably fewer, it is likely connected but not fully authorized.
csimarket_coveragecsimarket_market_overviewcsimarket_searchcsimarket_industrycsimarket_industry_searchcsimarket_sectorcsimarket_rankingscsimarket_screencsimarket_comparecsimarket_company_searchcsimarket_company_overviewcsimarket_company_financialscsimarket_company_historycsimarket_company_quantcsimarket_company_ownershipcsimarket_institutional_holdercsimarket_peer_analysiscsimarket_newscsimarket_news_storycsimarket_company_relationshipscsimarket_company_relationship_historycsimarket_relationships_comparecsimarket_relationship_analyticscsimarket_relationship_evidencecsimarket_relationship_historycsimarket_relationship_valuescsimarket_my_access
Both this page and /mcp/ are generated from the tool list verified against the deployed server, so they cannot drift apart.
7) Data Questions & Corrections
- How current is it? TTM figures update daily. Fundamentals land within hours of SEC filing ingestion. Nasdaq intraday quotes carry the standard 15-minute delay, and quotes are stated in local exchange time.
- Coverage. Roughly 14,000 companies, 110 to 112 industries, 13 sectors, and 20 or more years of history depending on the dataset and the filer. Newly listed companies and foreign private issuers have shorter histories.
- Why our number differs from the filing. Some figures are extracted, normalized, standardized or computed by CSIMarket rather than reported verbatim, so a like-named line can legitimately differ from the one on the face of a filing. Restatements also flow through when an amended filing is ingested.
- Reporting something wrong. Send the ticker, the metric, the period, the value you expected, the value you saw, and the filing you are comparing against, to article@csimarket.com.
See also Terms of Use section 20 and our Editorial Standards.
8) Downloads & Bulk Exports
- CSV opens as one column. An import setting, not a broken file. Exports are UTF-8 with comma separators. In Excel use Data then From Text/CSV and set delimiter to comma and encoding to UTF-8 rather than double-clicking.
- Accented or non-Latin characters look wrong. The file was opened as something other than UTF-8. Re-import with the encoding set explicitly.
- Large files. Very large exports are better fetched as bulk ZIP or Parquet than as a single CSV over a live request.
- Failed or partial export. Do not re-run repeatedly, since that consumes quota. Send us the time of the attempt and what you requested.
9) Licensing & Redistribution
All of the following go to data.info@csimarket.com rather than support:
- Redistributing our data, or showing it to people outside your organization.
- Embedding it in a product, dashboard or client-facing application. See OEM & Enterprise Licensing.
- Model training, fine-tuning, embeddings, vector stores or retrieval corpora. See AI Data Licensing.
- Marketplace and reseller distribution.
- Data processing agreements for enterprise customers.
The governing terms are in Terms of Use, in particular sections 3 to 6.
TODO(goran): /help/marketplaces/ and /help/research/ are advertised as topic cards on /help/ but both redirect to the 404 page, so no page exists behind either. Marketplace distribution is therefore described above without a link. Either build the two pages or drop their cards from the help index.
10) Privacy & Your Data
Our Privacy Policy is the authoritative document on what we collect and why. Access, deletion, correction and opt-out requests go to privacy@csimarket.com, and section 11 sets out the rights and our response times.
Worth knowing for support: when you use MCP we receive the tool call and its parameters, not your conversation. Our API access log records the endpoint path without the query string.