Support for free accounts is handled on a time-available basis.
Because of the volume of support requests there may be a delay
in responding to your question.
To speed up service, provide
a very very detailed description of the problem in your original
email.
Without complete information, we will just have to send
you an email asking for the details.
Priority support is included with most subscription accounts.
Priority support requests are handled Monday through Friday as soon
as we get them.
These requests should be sent to the special support
email address you received when you subscribed.
In all cases, please assist us in helping you by following the procedure listed below. Thanks!
Step 1: Consult the library, including the FAQ
The vast majority of questions are answered in our extensive library.
The library includes tutorials, how-tos,
the FAQ, and more.
You will get the answer to your question much faster if you
consult the library.
Step 2: Search the library
Did you forget to search the library during the above step?
Use the search box at the top of any library page.
Step 3: Still can't find your answer? Write to us.
If you still can't find the answer to your question, write to us.
Be sure to include the following information so that we can help you!
When you have written a detailed email that contains all of the info we need to
diagnose the problem send this information to the appropriate address below.
We have three different support addresses depending on what type of account you have.
Free accounts must use the address:
.
Paying subscribers should use:
.
Subscribers with priority support should use the address we emailed to you at sign-up.
Step 4: Be Patient.
Customer service and satisfaction is very important to us, but we're a small
operation and often cannot get to your email as quickly as we'd like!
You can increase the speed at which we handle your email by including your full
account information and by being very thorough
in your description of the problem. This way we'll have all the information we
need to start looking at your problem right away.
