Support
How to reach us, how long that takes, and the questions that come up most often.
Try an AI agent first
Setup, downloading, reading the files in DuckDB — a coding agent such as Claude Code or Codex can do all of it. The Komachi repository ships a briefing for them, so you can ask in natural language. The steps and some prompts to paste are on the Tools page.
Deadlines, allowances and anything about your order are not something an agent can settle. Those come to us, below.
Contact
Including these makes it one exchange instead of three.
- Your order number and the email you bought with
- The market and date (for example
COINCHECK:BTC_SPOTon 2025-07-01) - The error message, in full, if there was one
Response within one week, business days, counted from receipt. This is a small operation and we would rather state a wait we can keep than a shorter one we cannot.
Questions
My account-ready email has not arrived.
After payment, your order is imported automatically and your account is normally ready within one hour. Check your spam or junk folder first, then try signing in directly on your data even if the email is absent. If 48 hours have passed since payment and you have neither received the email nor been able to sign in, get in touch and include your order number.
I received README.txt. Where is the data?
README.txt contains the instructions; it is not the market data you bought. Once your account is ready, sign in to your data with your STORES order number and purchase email, then choose a market and date. Download directly in the browser, or issue a token there and use Komachi.
How long can I download a day after taking it?
Your download period: fourteen days from your first sign-in. It is one deadline for the whole token rather than one per day you take. Inside it you can fetch anything you have taken as often as you like at no further cost. After it the files are no longer served, so take what you need while you can.
There are two deadlines. Which is which?
- Your login period is one month from your purchase. Sign in inside it.
- Your download period is fourteen days from that first sign-in. Choosing days and downloading them happen inside it.
Downloading is how the data is handed over rather than a service kept running, which is why the download period is the shorter of the two. The login period is there so you have time to check what you bought, and whenever inside it you sign in, the download period is the same fourteen days. Both are shown on your data page.
What is a market-day?
One market on one date. The order book and the trades for that date are one market-day, not two. The allowance is not tied to a market, so spend it wherever you like.
Browser or Komachi?
A browser is fine for a few files. Past that, Komachi resumes, verifies against checksums, and writes the layout DuckDB reads without an import step. The same allowance covers both.
I deleted a file.
Inside your download period you can fetch it again, as often as you need, at no cost. After the period ends the files are no longer served, and remaining allowance cannot buy them back.
I lost my token.
Your order number and email sign you in at your data. If you need the token itself reissued, get in touch.
A date shows as not available.
It is not published: a collector outage, a problem at the venue, or a day that failed the quality check. Known gaps are listed on the data page. An unavailable day never costs a market-day.