Online Support Ticket System

Welcome to the Online Support Ticket System.

You can use this system to ask questions about the software or report problems. When you do so, you'll be assigned a "ticket" that you can track. Our engineers will respond to this ticket and may ask you follow-up questions. You'll be able to see your entire conversation with our engineers for each of your tickets, at any time, on one easy-to-read chronological page. Here's how:

1. Follow the ticket guidelines.

A real engineer who actually works on our products will answer your question. In order to be respectful of their time so they can continue to work on the software, we kindly ask that you follow these guidelines:

One ticket per question. Do NOT submit more than one ticket for the same question. Doing so slows down the process for everyone and the system automatically moves you to the bottom of the queue so you'll be the last answered.
Consult user guides first. Consult the user guide that came with the software to answer questions about how the software works. The user guide is available from the Help menu of most of our products or the Action button in products that don't have a menu bar. You can also view or download the user guides from the User Guides page.
Consult knowledgebase first. Consult the knowledgebase first to see if your question has already been answered.
Watch videos first. The product web pages for many of our products have links to videos that you can watch to learn more about that product and how to use it.
Be polite. Please be polite and use professional language even if you're feeling upset. Impolite tickets will be closed.
Describe your problem in detail. We often get vague descriptions of problems like, "iScrapbook is crashing. What do I do?" Unfortunately, we need a lot more information to give a helpful answer. It's best if you can describe the EXACT steps you're doing that led to the problem. Then we can try and reproduce your exact steps on our computers. If we can reproduce the problem, we can fix it. We also need to know the EXACT version of the product you're using and what version of Mac OS X you're using.

2. Register for an account.

You'll need to create an account (takes less than a minute) for our Online Support Ticket System. This account is separate from the account you created when purchasing a product from our online store. You'll have the opportunity to register for an account when you ask your question in the next step (if you don't already have an account). You need an account so you can see a list of tickets that you've created and read responses from our engineers to any of these tickets.

3. Ask your question or report your problem.

You're now ready to ask your question or report your problem via the Online Support Ticket System.