Contact
Contact TW Market Data
One address reaches us, and it is read by the people who build the platform rather than by a ticket queue:
[email protected]We are a small team and we do not publish a response-time commitment, because we would rather not state one than state one we cannot keep every week. What helps most is a specific subject line and enough detail to reproduce what you are seeing.
What to write about
Data licensing and redistribution
If you intend to redistribute our data, embed it in a product you sell, or use it beyond the terms your plan grants, this is the right address. Tell us which datasets and roughly what volume, and we can answer whether the underlying source licence permits it — several of our datasets carry obligations from the agency that published them, and those travel with the data.
Enterprise agreements and procurement
Security questionnaires, data-processing agreements, procurement forms and vendor onboarding. Much of what a review asks for is already published — the Trust Center holds the subprocessor list and the security posture, and /proof indexes everything a buyer can verify without taking our word for it. Sending the questionnaire anyway is fine; pointing at the published answers is usually faster for both sides.
Technical questions the documentation does not answer
Field semantics, point-in-time behaviour, a dataset whose coverage does not match what you expected, or a number you cannot reconcile against the exchange. Include the endpoint, the exact query and the response you got — a reproducible case is the difference between a same-thread answer and three rounds of clarification.
Billing, invoices and plan changes
Subscription state, invoices and plan changes are managed in the dashboard, and changes made there take effect immediately rather than waiting on a reply. Email is for the cases the dashboard cannot express — a purchase order, an unusual billing entity, or an invoice that needs to say something specific.
Faster answers than email
Four things reach the right place quicker if they do not come through the inbox at all.
- Is the API down right now?
The status page answers this without waiting for a reply, and it is the same source we would check.
- API keys, authentication and rate limits
Never email an API key, to us or to anyone. If you believe a key has leaked, rotate it in the dashboard first and tell us afterwards.
- Which licence covers a dataset
Per-dataset licence and attribution, including the government open-data obligations, are published in full.