Request Technical Support

Registered users can use this form to request free support

We take customer service very seriously and we pride ourselves on our prompt, courteous and effective technical support, which is offered free-of-charge to all registered users of our current software.

Anything you send us does get read - by real human beings - it doesn't just disappear into a corporate black hole. We want to work with you to resolve any issues, and to help continue improving our products.

You can request technical support using the following form. Please include details of any error messages and a description of the problem so we can assist you.

In some cases it may be preferable to contact us via e-mail, attaching sample files or crash logs. We reply to all support requests - typically within a few minutes - time-zones permitting - and certainly within 24 hours (unless we are away).

Before you contact us please ensure that:

You have registered your licence with us. This is quick and easy, and means that we don't have to pester you for your licence code every time you call us.
You are using the latest version of the software. Many issues are fixed by the regular free updates posted on this site.
You have reviewed the support resources available, including:
- Troubleshooting Tips
- Advice Topics
- Quick Tour
- Video Tutorials
- Your product's User's Guide (available from its Help menu)!
In our experience, users can save themselves (and us!) a lot of time by checking these first.

Anti Spam. Please do not even think about using any of our web forms to send spam! We record dates and IP addresses for any messages sent using these forms; anyone found to be sending spam will be instantly banned from our web services.

Please note that by using this form, your IP address will be recorded by us. We use this to take action against senders of unsolicited "spam" mail.

Your name:

Company/Institution:

E-mail address:

Please check your e-mail address carefully.

Product:

Version:

(displayed in the program's "About" box, e.g., "8.2.4")

Serial Number (if known):

(displayed in the program's "About" box, e.g., "999").

or/ Licence Code:

Leave blank if you are a pre-sales customer.

Operating System:

System Version (if known):

e.g., "14.1.2"

I confirm that I have:

Updated (or upgraded) to the most recent version of the software
Completed the Product Tutorial (available from the CrystalMaker or CrystalDiffract Help menu)
Searched Online Help (available from the product Help menu)
Referred to the User's Guide (available from the product Help menu)
Visited the Advice Centre
Watched the Quick Tour (if relevant)
Browsed the Video Tutorials

Please ensure you have checked all of these options - thank you.

Question:

Please do not include HTML in this field - it will be automatically removed.

Check your spam folder! We aim to reply to all support e-mails within 24 hours - and typically within a few minutes. So if, after 24 hours, you don't seem to have received a reply, please check your spam folder!