Email support
As specified on our web site, the support was moved to our dedicated support board,
If you have submitted a support request via email, it will be ignored. Please resubmit your ticket to our dedicated support board. In the next few hours a member of the support team will offer an answer.
How submit a support ticket?
Please create an account on our dedicated support board (read the entire document to find the link) and place your ticket by pressing the the “New topic” button.
In the next few hours a member of the support team will offer an answer.
Guest versus Registered
Even if you might be able to post as “guest” we strongly don’t recommend you to do that. Instead create
an account. This will give you additional permissions and will allow you to post without being forced to enter the Captcha code (visual confirmation code) over and over. Additionally
you will be automatically informed (via email) when the support team or other forum member answers your ticket.
What your ticket should contain?
In order to obtain your answer faster please make sure that you provided all information necessary to us to identify and solve your problem. Posting a support ticket like "my
software is not working" will not be very helpful to our support team. Please provide at least:
- product name
- product version
- the exact error message
- what you did at the moment when the error appeared
- screen shot of the error
- Windows platform you are using (for example
Windows XP PRO 32 bit)
Board rules
Please note that we have (few) basic rules on our support board:
Section A
- Check if a ticket with similar subject already exists.
- Read the announcements before you post a support ticket.
- Do not post off topic.
- Do not post duplicate posts!
- Post in the right section (to increase the likelihood to get a fast answer).
- Start a separate thread for every issue you have.
- Use correct grammar and punctuation. Sending a public message over Internet does not mean that you are allowed to totally forget about manners. If you are not a native English speaker (we
are not also) do your best.
- Be explicit: We sell more than one product. Therefore, post at least the name o the product and its version. See "What your ticket should contain" section for details.
Section B
- Be polite and patient. Your question WILL BE answered.
- ALWAYS answer our questions! If we addressed you a questions (for example asking details about your problem) and you don't answer them we will close the ticket. We cannot
help you if we don't have the information.
Section C
- Do not share private information.
- If you bring any accusations, immediately sustain them with hard evidence (screen shots and a descriptive details about how to reproduce the problem).
Additional rules may apply to individual forum sections. Please check the Rules (red) section in the top of the forum.
Rule violation
If your post gets edited, deleted, moved or split it means you broke one of the rules in section A. It is not something to be mad about. Just reformulate and make sure it complies with the
above rules and post again.
Note: If you cannot find your post, please first search for it in other sections. Probably it has been moved.
If your post gets deleted or locked it means you broke one of the rules in section B. It is not something to be mad about. Just reformulate and make sure it complies with the above rules and
post again. Also, don't be frustrated if you receive a warning. Treat this as a reminder that we have some basic rules that need to be respected.
We reserve the right of not according free support to users that fails to follow rules in section C. If your account gets blocked it means you violated
the rules in section C.
How to re-open your account?
Send a message to our email address and politely ask to have your account re-open. Then immediately go to the support forum and fix the violation.
Help yourself
- Please read again the Order page, maybe the information you are looking for is already there.
- Please read the manual, maybe the information you are looking for is already there.
- Please check if other users already asked the same question before you
FAQ
 Where is my registration info?
After purchase, the registration information (including 'key') is automatically sent to you via email. In case you haven't received this email please:
- Check your "Junk/Spam" folder. In most cases overzealous anti-spam filters rejects our emails. This solved our customers' problem in 99% of the cases.
- Please wait few hours after placing the order. Usually we send the registration information few minutes after purchase, using an automatic email system. However, some orders needs manual review in order to be approved. In this case the email may arrive few hours later.
- Please verify your post-purchase page and check your order status. In many cases this helped customers to identify the reason of the delay. The order may have one of the following status:
- Wait for manual approval – An operation will check if your personal information is correct and valid. You IP, address, telephone number must match together. Then this data will be verified against your bank account. The email address will be also verified.
- Processing – you order is processed right now
- Transaction denied ( a reason like “insufficient funds” will be specified”)
- Completed – You successfully purchased the item and the registration information was sent to you
- Check your inbox from other emails form us or from our reseller Plimus.com. Sometimes (rarely) we may contact you (email/telephone) to confirm that your payment details are valid.
- Submit a ticket ONLY if you don't receive the email in the next 24 hours
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