Help Center
Frequently Asked Questions
Find answers about subscriptions, billing, market data, research, intelligence, brokerage, and platform support.
Subscription
How do I upgrade to Professional?
Log in to the Client Portal, open Subscription, and select Professional. You can start a 14-day trial or complete checkout via Stripe. Access to market data history, weekly research, and the Intelligence hub activates immediately after payment.
What is included in each subscription tier?
Free includes news, articles, and the daily summary. Professional adds weekly reports, the price dashboard, full briefing access, data history, Intelligence modules, and brokerage RFQ. Enterprise includes everything in Professional plus API access, multi-user portal seats, custom reports, and priority consulting support.
Can I start a free trial before subscribing?
Professional plans include a 14-day trial with full feature access. A valid payment method is required at signup; you will not be charged if you cancel before the trial ends. Enterprise trials are arranged through our sales team.
How do I cancel or downgrade my subscription?
Open Client Portal → Subscription → Manage Plan. Downgrades take effect at the end of the current billing period. Cancellations stop auto-renewal; you retain access until the period ends. Contact support@asianoil.com for Enterprise contract changes.
Billing
Where can I download invoices?
All invoices are available in the Client Portal under Invoices. Each invoice includes a PDF download, payment status, and line-item detail. Enterprise accounts can add a billing contact email for automatic invoice delivery.
Which payment methods do you accept?
We accept major credit and debit cards via Stripe. Enterprise clients may request invoice billing with NET-30 terms subject to credit approval. All prices are quoted in USD unless otherwise agreed in writing.
What is your refund policy?
Annual subscriptions may be refunded within 14 days of initial purchase if no more than two research reports were downloaded. Monthly subscriptions are non-refundable once the billing period begins. Contact billing@asianoil.com with your invoice number.
How do I request an Enterprise quote?
Email sales@asianoil.com or use the Contact page with your organisation name, number of users, and required modules. Our commercial team responds within one business day with tiered pricing and onboarding options.
Markets & Data
How often are commodity prices updated?
Benchmark prices are refreshed daily from licensed market data feeds, typically by 08:00 SGT on business days. Intraday updates appear for select benchmarks during active trading sessions. The Data Center shows the last-updated timestamp on each commodity card.
What is the difference between delayed and real-time data?
Free tier users see end-of-day settlements with a one-day delay on select benchmarks. Professional and Enterprise subscribers access same-day settlements and extended history. Enterprise API feeds may include near-real-time updates subject to exchange licensing.
How do I export market data to CSV?
Open Data Center, select a commodity, choose your date range, and click Export CSV. Professional tier allows 30-day history; Enterprise allows full archive export. Large exports may be queued and delivered by email for Enterprise accounts.
How do I access the Data API?
Enterprise subscribers receive API keys in Client Portal → API Keys. Documentation covers authentication, rate limits, and available endpoints. Contact support@asianoil.com to enable API access on an existing Enterprise account.
Briefing & Research
How do I access the Daily Energy Briefing?
The briefing publishes each weekday by 07:30 SGT at /briefing. Free users see the executive summary; Professional and Enterprise subscribers access the full briefing with charts, desk notes, and archive search back 90 days.
Where can I download research reports?
Published reports appear under Research. Professional subscribers can download PDF versions from each report page and from Client Portal → Downloads. Enterprise clients may request custom report delivery via their account manager.
When are weekly market reports published?
Weekly crude, LNG, and refined products reports publish each Friday by 16:00 SGT. You receive an email notification if briefing alerts are enabled in your profile settings.
Intelligence
How do I access corporate company profiles?
Navigate to Intelligence → Corporate Profiles. Search by company name or ticker. Professional and Enterprise subscribers see full profiles including financials, asset maps, and risk scores. Free users see summary cards only.
What does the Risk Dashboard show?
The Risk Dashboard aggregates geopolitical incidents, supply disruptions, and market signals affecting energy commodities. Filters by region, commodity, and severity help you monitor exposure. Available to Professional and Enterprise subscribers.
How do intelligence alerts work?
Alerts trigger when our desk flags high-impact incidents or price anomalies. Configure alert preferences in Client Portal → Notifications. Email and in-app alerts are available; SMS is offered for Enterprise accounts on request.
Who can use the AI Research Assistant?
The AI Research Assistant requires a Professional or Enterprise subscription. It answers natural-language questions using our news archive, research library, and live market data — with source citations. It does not provide trading advice.
Brokerage
How do I submit a brokerage RFQ?
Professional and Enterprise subscribers can open Client Portal → Brokerage and complete the structured RFQ form with commodity, volume, delivery window, and Incoterms. Our desk acknowledges submissions within four business hours.
Why is the Brokerage module locked on my account?
Brokerage RFQ is available on Professional and Enterprise plans only. Upgrade via Client Portal → Subscription, or contact sales@asianoil.com for Enterprise onboarding if your organisation needs multi-desk access.
What happens after I submit an RFQ?
Your RFQ enters our workflow: Acknowledged → Under Review → Counterparties Contacted → Closed. Status updates appear in the portal and by email. Execution of any trade is subject to separate terms between parties.
Account & Security
How does email OTP login work?
After entering your email, we send a one-time code valid for 10 minutes. Enter the code to complete login. OTP replaces password-only auth for subscribers. Enable optional 2FA in profile settings for additional security.
How do I update my profile and notification settings?
Open Client Portal → Profile to update your name, organisation, timezone, and notification preferences. Email changes require re-verification via OTP for security.
How do I manage API keys?
Enterprise administrators manage API keys in Client Portal → API Keys. You can create, rotate, and revoke keys with scoped permissions. Never share keys in public repositories; rotate immediately if compromised.
Can Enterprise accounts add multiple users?
Yes. Enterprise includes multi-user portal access with role-based permissions. Account administrators invite users via Client Portal → Team. Each user logs in with their own email and OTP.
Technical
Which browsers are supported?
We support the latest two versions of Chrome, Firefox, Safari, and Edge. JavaScript must be enabled. For best performance on market dashboards, use a desktop browser with at least 1280px width.
How do I install the PWA app?
Visit asianoil.com on a supported mobile browser. After your second visit, an install banner may appear. You can also use your browser's "Add to Home Screen" option. The PWA caches static assets for faster load times.
How do I use the accessibility widget?
Click the accessibility icon at the bottom-left of any page. Adjust text size, contrast, dyslexia-friendly font, highlight links, and more. Settings persist in localStorage on your device.
