Support & Complaints

The contact page, or email [email protected]. Signed in, opening a ticket from your dashboard is best — it stays attached to your orders and licences.

There is also a chat assistant for quick questions. It is not a person and will not pretend to be; it cannot issue refunds or change an order, and anything that moves money goes to a human.

Four things solve most problems in one reply:

• Your order reference
• Which product, and which version
• What you expected, and what happened instead
• A screenshot or the exact error text

Never send a password, a card number or a one-time code. We never need them, and a support ticket is not a secure vault.

Covered: installing and setting up the product as we shipped it, defects, licence and update problems, and anything the documentation should have answered.

Not covered: custom development, code you or a third party wrote, your modifications to our files, third-party plugins and conflicts they cause, server and hosting configuration, and content migration.

If what you need is bespoke work, say so — we quote for that rather than declining it.

We aim for the same working day on order and licence problems. Downloads run 24/7; replies do not — something raised late at night is usually answered the next day.

[email protected] — orders, payments, downloads, licences, refunds.
[email protected] — your personal data.
[email protected] — legal notices, copyright, security reports, escalations.

Start with support. It is the fastest route for almost everything.

Raise it with support first, quoting your order reference. If the outcome is wrong, escalate to [email protected] — the proprietor reviews it. We aim to resolve within one month.

Specific things: a security flaw → Security Policy (we will not pursue you for a good-faith report). Copyright, or one of our products being pirated → Copyright & Takedown.

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