Support

Tell us what went wrong.

Every ticket gets a reference and a reply, usually within a working day. If a licence will not install and you have a deadline, say so — we would rather move it up the queue than be right about our response times.

What is this about?

Licence or activation Something is broken Payment, invoice or refund Security or IT review A request or suggestion Something else

You and the problem

Name

Firm or company optional

What happened?

What you did, what you expected and what happened instead. Please do not paste anything out of a client's document.

Your licence, if that is the problem

Every one of these is optional, and none of them says anything about a client — a machine ID is a hash of two hardware identifiers and names a computer. Filling them in is usually the difference between one reply and three.

Claim code optional

From the email we sent when you paid.

Machine ID optional

Oxofolio → Settings, near the bottom. Use the Copy button rather than retyping it.

Licence ID optional

On the email that carried your licence file, if you have it.

Oxofolio version optional

Oxofolio → Settings shows it.

Operating system optional

Screenshot

Screenshot optional

Optional, and only if it helps. It is re-encoded on arrival, kept for 90 days and then deleted — but a screenshot of a document is the document, so please crop to the part that shows the problem.

We keep what you write here so we can answer it, and nothing else. Screenshots are re-encoded when they arrive and deleted after ninety days — see the privacy page.