Support

What we commit to

A first response within one business day, in English and French. Other languages are answered on a best-effort basis, and we would rather say that than imply a parity we cannot hold.

What support covers

The application, on supported platforms, at supported versions.

What it does not cover

Sources, content, subscriptions to a source, legality, and third-party hardware. We cannot identify, recommend, evaluate or troubleshoot a source.

Billing

Billing is handled by Paddle. Payment, invoices, refunds and VAT all go to paddle.net, where you can look up any purchase by the email address you paid with.

Your ticket reference

Every message to support is answered with a ticket reference. Keep it: it lets anyone pick up your case without you explaining it again.

To follow up, reply to the acknowledgment email. That thread is the record of your case, and it works whether or not you can sign in. If you have an account, the chat in your account also lists your previous conversations.

An automated assistant answers first

You are talking to an automated assistant to begin with. It answers from this documentation and can hand you to a person at any time: ask, or reply “human”.