OUTSIDERTRADING.CA · COMMERCIAL SUPPORT
Business Calculator Support
Find straightforward answers about installing, using and troubleshooting our branded Canadian financial calculators. If the guides do not resolve your problem, you can request assistance below.
Quick help | FAQs | Submit a support request | Business pricing and overview | Customer onboarding guide
Prelaunch notice: This support centre is being prepared for the future commercial calculator service. Customer onboarding, public support and paid subscriptions have not launched.
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Installation & setup
Our approved embed instructions will explain how your website administrator can place a calculator on an eligible page. Confirm internal or brokerage approval before installation.
Branding & display
Check that the correct business name, logo and supported colours appear. Layout or theme conflicts may require your website administrator.
Calculator results
Confirm the inputs, dates, assumptions and any displayed explanations. If a financial result appears wrong, stop relying on it and report the example for review without submitting confidential client information.
Access & licensing
If a commercial calculator reports an access or licence error, record the message and the page address. Do not share passwords, licence secrets or account credentials.
Basic troubleshooting checklist
- Refresh the page and try again once.
- Try a second browser or private window to identify browser-specific behaviour.
- Check the page address and whether the problem affects one calculator or several.
- Record the exact error message, approximate time and calculator name.
- If a calculation appears incorrect, do not use the result for a client decision. Submit a support request.
Frequently asked questions
How do I install a calculator?
When the commercial service is approved, you will receive a supported installation guide for your website platform. Your website administrator will add the embed. OutsiderTrading does not require your website administrator password during the discovery stage.
What if the calculator is blank or will not load?
Refresh the page and try another browser. If the issue persists, note the affected calculator, website page, browser and any visible error message. Submit the details using the form below.
What if a calculation appears incorrect?
Double-check your inputs and read the displayed assumptions. If a result still looks wrong, do not rely on it for financial decisions or client recommendations. Report the calculator and example using fictional or non-sensitive numbers where possible.
Can I customize the calculator colours or logo?
The planned commercial package supports agreed business branding within approved configuration options. Custom financial rules, bespoke layouts or unrestricted code changes are not part of standard support.
Who makes software and financial-rule updates?
OutsiderTrading plans to maintain its centrally hosted software and reviewed calculation rules. Availability of an updated rule or product depends on testing and release approval. Website-specific issues may involve your administrator.
Can you edit my WordPress website for me?
Standard support will provide installation instructions and limited coordination. Website redesigns, custom code, theme conflicts, third-party integrations and site-administration work are outside standard support unless separately agreed.
When should I expect a response?
Requests are intended to be reviewed during Alberta business hours once the service launches. No immediate response, guaranteed resolution time or 24/7 support is being promised during prelaunch.
Can I send screenshots or client information?
Do not include passwords, financial account numbers, client records, identity documents, licence secrets or sensitive calculator data. Describe the issue using non-sensitive details, or ask how to share information safely if necessary.
Which commercial calculators and plans are planned?
The fixed five eligible tools are TFSA, FHSA, Mortgage, Retirement and Dividend/DRIP. Approved future Canadian-dollar base prices are Single (any one): $23/month or $249/year; Any Two (two distinct): $39/month or $419/year; All Five (exactly those five): $69/month or $749/year. Applicable tax and final customer terms are not yet approved; checkout is not live.
Can I cancel, change calculators or change billing intervals?
The intended monthly or annual prepaid subscription renews until canceled. Cancellation stops future renewal but normally preserves independently verified prepaid access through the paid term. Upgrades, downgrades, calculator substitutions and interval changes are planned for the next renewal only, with no mid-cycle proration. Final terms remain subject to legal review.
What happens if a renewal payment fails?
The approved operating rule has no unpaid grace period. A failed payment cannot extend service beyond independently verified coverage, but it must not erase a separately valid existing prepaid term. Once paid-through coverage ends without verified renewal, protected access must end. The final customer-facing error display and account recovery process are not yet live.
Is unused prepaid time refundable?
Voluntary cancellation normally does not trigger an automatic prorated refund, while valid prepaid access continues through its term. This does not override mandatory legal rights, billing mistakes, unauthorized or duplicate charges or appropriate remedies for service failures. The final refund policy requires professional review before publication.
Are future calculators or other languages included?
The All Five licence is limited to the five named calculators; new tools are not automatically included. The commercial service’s supported languages, regulated-firm requirements and website/browser compatibility must be confirmed before launch. French-language support is not currently promised.
Can visitors use the tools without giving an email address?
The intended embedded experience does not require visitors to sign up or join a newsletter. The actual hosted visitor-data flows, logging and privacy notices must be verified before this becomes a live service claim. The public fictional-business demo is planned without registration or payment but is not available yet.
Submit a support request
Could not find an answer? Complete this form with the affected website and a short description. This form is prepared for our future business-customer support process; live service is not yet available.
Privacy reminder: Do not submit personal financial information, account or credit-card numbers, passwords, confidential client details or actual calculator results containing sensitive data. See the Privacy Policy.
Submitting a request does not start a subscription, marketing opt-in or live customer support agreement.
Display and Sizing Issues
If a calculator appears cut off, shows horizontal scrolling, or has buttons that are not visible, check the following before messaging support:
- Confirm the page at a phone-sized viewport (about 360px): inputs should be usable, results readable, no cut-off buttons, and no horizontal scrolling.
- Confirm the resize listener script sits directly below the iframe in your page HTML. Each iframe needs its own matching listener that checks the message origin, the frame id, and the frame source.
- Check whether your theme or another plugin is constraining the iframe width or overriding its height.
- On Wix, the iframe is a documented capability, but automatic height adjustment needs a Velo relay and is never promised.
Calculator Availability Errors
If the embed area shows “This calculator is temporarily unavailable — please try again later,” the calculator has failed closed: it could not reach its registry or Rule Pack, so it shows no calculator and performs no calculation rather than guessing. This is deliberate — a calculator that cannot confirm its rules must not guess. Wait a few minutes and reload. If it persists beyond a transient failure, or affects more than one page, message support with the page URL and a screenshot.
If the embed shows a “subscription expired” screen, the client record for that embed is inactive. This is not a visitor error. If you are a paying customer seeing this screen, contact Glen via the support form with the page URL and the client ID from your install snippet if visible.
Reporting a Suspected Calculation Error
Calculators are educational tools and estimates, not financial advice, and no accuracy guarantee is offered. A genuine rule error is treated as a technical escalation, not a shrug. When reporting, include:
- The exact page URL where the calculator is embedded.
- Which calculator (TFSA, FHSA, Mortgage/Homebuyer, Retirement, or Dividend/DRIP).
- The pinned version if known, the exact inputs used, the result seen, and what you expected (with a CRA source if available).
- The exact error wording or a screenshot, including the rules version displayed by the calculator.
Never include confidential financial records, passwords, API keys, or sensitive client information in a support message.
Tax-Rule Updates
Tax rules change, including the January CRA-rule updates. When Glen publishes a Rule Pack, embeds pick up the new rules within about 24 hours, subject to caching — never described as instant. Each calculator shows its rules version. If a January change looks stale, tell us the rules version displayed. Unlegislated or legislated future changes never activate early.
Branding Requests
To request branding changes (business name, logo, colours, or intro text), message support with: a logo that loads over HTTPS (PNG or SVG; otherwise a styled text wordmark is used and a broken-image icon is never shown), valid hex colour codes, and intro text of about 200 characters maximum in your own words. The final branding update method and any customer action will be confirmed after the hosted service has passed acceptance; do not assume a manual registry edit or that no snippet change will ever be needed. Custom disclaimer wording may replace the default only with Glen’s approval, and the disclaimer is never removed.
How Support Works
Support follows a low-cost model: self-service troubleshooting and FAQs first, then the support form on this page (routed to Titan), with qualified technical escalation only when genuinely necessary — for example, “temporarily unavailable” persisting beyond a transient failure, a paying customer seeing “subscription expired,” a result not matching a worked CRA source, or a demonstrably outdated methodology version requiring technical review. There is no SLA, no uptime guarantee, no 24/7 support, and no phone support. Account or subscription questions depend on the planned Firebase-authenticated platform with Stripe integration, which is not live and not approved.