Before you compose an e-mail or reach for the phone please make sure you have looked through the Help file first. If you have a question that the Help file doesn't answer, or are
reporting what appears to be a bug then we will be pleased to hear from you. But if it is a question that is answered in the Help file then all we will do is point you to the
relevant section, and you will just get an answer a little bit slower. This is not meant to be awkward, but we try to keep our costs down to allow us to produce this high quality
software at value-for-money prices. Answering support queries is an expensive undertaking. After all, some of the major software companies either charge for support provide it on
premium-price phone numbers. We don't want to have to do that.
Some products have an FAQ (Frequently-Asked-Questions document) that we update as common questions arise. Many of our products have FAQ's posted at the product website. For others
you will need to check the Help file of the product and review the FAQ section of the help.
Check the product website for a searchable knowledge base. Enter keywords about your issue into the knowledge base and applicable solutions will be listed.
If the answer can't be found in the FAQ's or knowledge base, then click on the Help | About menu item of the program to
determine the version you are running. Then check the product website (download page) to make sure you are running the
latest version. If someone else has reported the same problem it may already be fixed. We have a Revision History
posted for many of our products at our websites. If the problem you are experiencing has already been fixed, it will be
in the Revision History. Refer to our Upgrade Information for an explanation of how to
upgrade a licensed copy to the latest version.
You can Contact Us by e-mail, fax, or mail. You may also contact us by phone between the
hours of 8:30 AM and 5:00 PM Mountain Time. Please review the section on Helping Us Help
You for an idea of the type of information we are going to need and what to send (and not to send) along with
your query.
If you have lost your license key (hard disk crash, new computer, etc.), please send your request for another license
to info@wintools.com.
In your request include the name and major version number for the product, and the name, email address and
mailing address you used when you originally purchased the license. If your mailing address has changed since your
original order, please include your new mailing address. This information is needed to locate your purchase in our
customer database so the license can be reissued.
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