Support
How can we help?
We reply by email, usually within one business day.
Contact
- Emailcontact@volwick.comWe usually reply within one business day.Write to us
- Frequently asked questionsPricing, access, cancellationRead the FAQ
- DocumentsTerms · Privacy · Risk disclosureOpen
- State not connectedSystem statusAwaiting monitoring
Guides
Twelve answers to the questions we get most often. They are the same ones in the Support panel, but here they stay readable without opening it.
Account and access
I can’t access the terminal
Make sure you’re using the email you signed up with. If you signed up with Google, use the Google button, not a password.
If you forgot your password, use “Forgot your password?” on the login page: the link is valid for 60 minutes.
If the terminal stays blank after logging in, reload the page and clear the cache (Cmd+Shift+R on Mac, Ctrl+F5 on Windows).
How do I change my account email
In Account, next to Email, choose Edit and enter your new email. We’ll send you a confirmation link: until you open it, the old one stays active.
Payments and invoices
My payment didn’t go through
Update your card from Account → Manage billing. Stripe retries automatically over the following days.
In the meantime, your access to the terminal stays active. If your bank asks for 3D Secure authentication, approve the notification in your bank’s app.
How do I cancel my subscription
In Account → Subscription, choose “Cancel renewal”. Access stays active until the end of the period you’ve already paid for, and there are no further charges.
Invoice in a company’s name
Every payment generates a receipt by email. To have it issued to a company with a VAT number, open a ticket in the Payments and invoices category with your billing details.
Monthly vs yearly
Same terminal, same layers, same markets. Yearly costs $854.40 in a single payment, 20% less than twelve months of monthly.
Using the terminal
Where to start reading the terminal
Start with SPX, ES or MES: they have every book layer. Set WALLS to Top 5, METRIC to GEX and EXPIRY to All.
Then open the Market Intelligence panel: the setup line is the one to read first.
Why a layer doesn’t show up on a market
Not every layer exists on every market. Dark pools only exist on SPY and QQQ; CDI and Options Flow only where there’s an options book expiring today.
Where a data point doesn’t exist, the terminal shows “n/a” instead of a number taken from another market.
Market data
Why am I seeing the previous session’s book
The dealer book updates from 09:00 ET. Before then, the terminal shows yesterday’s book and flags it in amber in the status bar.
A price looks frozen
Check the System status page: if a feed is delayed, you’ll see it there.
An empty price tag means the feed has stopped: don’t use that price as a reference.
Which markets are available
Eleven: SPX, ES, MES, NQ, VIX, VX, RTY, SPY, QQQ, GOLD and BTC. Each market only shows the layers that actually exist for that instrument.
Partner program
How partner commissions work
You earn 30% of every payment from customers who came through your link, for 12 months. Each commission stays under review for 30 days and is paid on day 15 of the month, above $50.
Report an issue
Describe what happened. We attach what your browser reports, listed below, so you do not have to look it up.
To open a ticket, attach a screenshot and follow the team’s replies, use the Support button in the bottom right corner: it is on every page.