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Frequently Asked Questions

Free Trials

Can I trial Spark before I subscribe?

Yes, we offer a 14-day free trial for new users of Spark. During this trial period, you will have access to the full service without any charges. At the conclusion of the free trial period, your access will automatically end unless you have submitted a credit card to pay for an ongoing subscription.
Trials can be requested on our website.

Do I need to provide my credit card details to access the free trial?

No. We do not require your credit card details upfront.

I love Spark, how can I become a paid subscriber?

To maintain access to Spark after your trial period has ended, simply add your credit card details to your account. Your credit card will be automatically debited at the conclusions of the free trial period.

How do I cancel my Spark subscription during the free trial period?

To cancel your Spark subscription during the free trial period, please log into your account and navigate to the Subscription section. There, you will find the option to cancel your subscription.

Will I receive notification that my free trial is about to end?

Yes, we will email you 3 days prior to the end of your free trial period. Should you want to continue with a paid subscription you need to add your credit card to your account.
If you don't add any credit card details, your access will end at the conclusion of the trial period.

Will I still have access to the Spark service if I cancel during the free trial?

Yes, if you cancel your Spark subscription during the free trial, you will continue to have access to the service until the end of the trial period.

I've trialed Spark in the past and now want to subscribe.

Great! Simply log in to your account using your original trial username/password and purchase a subscription.

Subscriptions and Billing

Where do I subscribe to Spark?

Start by applying for a free 14-day trial on our website. If during the trial period you decide to become a subscriber simply add your credit card details to your account. This will ensure you continue to have uninterrupted access to Spark.
If you are a previous subscriber and want to resume access by purchasing a new subscription, login to your account and complete the subscription process.

How much does a subscription to Spark cost?

For pricing information, please see the pricing table.

What subscription periods are available?

You can subscribe to Spark on a monthly recurring basis or purchase an annual subscription.

How does the auto-renewal process work for monthly subscriptions?

When you purchase a monthly subscription, it will automatically renew every month on the same date as the initial purchase. Your credit card on file will be charged.

What happens if the auto-renewal fails due to credit card issues?

If we are unable to debit your credit card on the renewal date, your subscription will be marked as "Past Due." As a result, you will lose access to Spark until the payment issue is resolved. An email notification will be sent to inform you of the unsuccessful billing.
Common causes of auto-renewal failures include insufficient funds, cancellation of the card on file, or a temporary hold placed on your card by your bank.
To promptly regain access to Spark, you can add an additional credit card to your account We will attempt to charge this new card immediately.
In the case of insufficient funds, you can force a retry by resubmitting the same card after topping up your credit card. This will trigger an immediate charge attempt, and if successful, access to Spark will be restored.
If the payment failure persists, we will attempt billing your card 24 hours and 3 days after the initial failure. If we are still unable to debit your credit card, your subscription will be canceled.
To prevent any interruptions in accessing Spark, please ensure that your credit card information is accurate and up to date.

How does the annual subscription work?

Purchasing an annual subscription provides you a one-month discount on the Spark Base Fee.
The annual subscription does not auto-renew. At the end of the annual subscription period, your access to Spark will stop. You can then choose to resubscribe to either a monthly or new annual subscription to continue using Spark.

What's the difference between a Private and Professional subscription?

Both Private and Professional subscriptions provide the exact same Spark service. The difference lies in the subscription cost which primarily relates to the exchange licensing fees we need to pay the Stock Exchanges for each user type.
Private and Professional users are defined on our website.
Professional Subscriptions cannot be purchased online. If you are classified as a Professional user please contact us to complete the subscription process.

Can I cancel my Spark subscription at any time?

Yes, you can cancel your Spark subscription at any time. We understand that circumstances change, and there are no long-term commitments.

What happens when I cancel my Spark subscription?

Upon cancellation, you will still be able to access Spark for the remaining paid-up period. The cancellation will take effect at the end of the current billing cycle, allowing you to continue accessing Spark until the subscription expires.
We do not provide refunds for any unused subscription period. However, no future charges will be incurred once the cancellation takes effect.

How do I cancel my Spark subscription?

To cancel your Spark subscription, log into your account on our website and navigate to the Subscription section. There, you will find the option to cancel your subscription.

Can I reactivate my Spark subscription after canceling it?

Yes, you can reactivate your Spark subscription at any time. Simply log in to your account and purchase a new subscription. Your Spark settings and configuration will be restored, making the resumption of your subscription a seamless process.

What payment methods are accepted?

We currently accept payment for Spark subscriptions exclusively via credit card. Major credit cards such as Visa, Mastercard, and American Express are accepted. In special circumstances where credit card payment is not feasible, offline payment options may be arranged by contacting us.

How can I update my credit card details?

To update your credit card details, please log into your account on our website and navigate to the Billing Details section. There, you will find options to update your credit card information.

I need copies of my Spark invoices. Where can I find them?

Whenever we bill you for a Spark subscription you will be automatically emailed an invoice and receipt. You can also access your invoice history by logging into your account and accessing the Billing Details section.
Note: Invoices prior to May 1st, 2023 are not available online. Please contact us to arrange for copies to be emailed to you.

Market Information

Why can't I see CXA stocks?

When the Consolidate CXA and ASX preference is set, you will not be able to see the CXA version of stocks that are listed on both ASX and CXA.
Those CXA stocks in your watchlists will also be hidden.
Instead, the orders, trades, and closing values of the CXA stock are merged into the ASX stock, giving you a full picture of the market.
Note that not all CXA stocks are listed on ASX and you will still be able to view them.
More information is available in the help.


I can login but then it says it can't connect?

This is most likely caused by a firewall or proxy.
If you use a firewall that blocks outbound connections, please allow TCP port 62001.
If you use a proxy to access the internet, then try setting the HTTP Streaming preference in the login dialog.
See troubleshooting for more information.


Why is Spark crashing?

Please enable the Automatically Send Crash Reports preference. We will receive a detailed report of exactly what caused the crash and then contact you to help.
Generally, crashes on Windows are caused by faulty or out-of-date graphics drivers, or buggy software that came preinstalled with your graphics drivers.
It is important to keep both Windows and your graphics drivers up to date together, and to disable nonessential software that may be interfering with Spark.
See troubleshooting for more information.

Why is my laptop's screen washed out?

When running on battery, Microsoft's Adaptive Brightness and Contrast automatically changes the contrast of your laptop's screen depending on whether the content is mostly light or mostly dark.
This can cause an application's darker areas to become progressively lighter while the lighter text becomes progressively darker until it is difficult to read.
We suggest that you turn the feature off.
On Windows 11, the setting is Display Settings, Brightness, Help improve battery by optimizing the content shown and brightness.
Turning this feature off on other versions of Windows depends on the version of Windows and the type of laptop. Here is a google search to help.