Support

Response time

Email support@trelliqlabs.com. Beta support responses are typically sent within 1-2 business days.

Common checks

1. Confirm the XLNative engine is running.
2. Confirm TWS / IB Gateway is open.
3. Confirm IBKR API access is enabled using the setup instructions.
4. Check host and port.
5. Confirm the symbol format.
6. Export diagnostics.

Before contacting support

• Restart Excel and confirm the XLNative add-in is enabled.
• Confirm you are using an M-series Mac.
• Confirm you are using the Microsoft Excel for Mac desktop app, version 16.4 or later.
• Open the XLNative menu bar app and verify the engine status.
• Confirm TWS or IB Gateway shows an active logged-in session.
• Verify Enable ActiveX and Socket Clients is selected under API > Settings.
• Leave Read-Only API selected. XLNative is designed for read-only data workflows.
• Check that XLNative uses host 127.0.0.1 and the socket port shown in TWS or IB Gateway.
• Try a simple formula such as =XN.IB("AAPL","last").
• Export diagnostics and review the file before sending it.

What to include

• Mac model and macOS version.
• Excel version and confirmation that it is the desktop app.
• Whether you are using TWS or IB Gateway.
• The host and socket port configured in XLNative.
• The formula or symbol format that is not working.
• A screenshot if it helps explain the issue.
• A diagnostics export, after you review it.