Contact and customer support

Customer support

Email is our primary customer-support channel. When contacting us about an order, include the order number and the email address used at checkout so that we can locate it safely.

Never send a full payment-card number, card security code, password or private key by email. We will not ask for those details.

Download and product help

• Missing, expired or inaccessible download links.
• Files that are corrupt, incomplete or different from the product description.
• Questions about file formats, compatibility or the licence supplied with a product.
• Duplicate orders, payment questions, cancellation requests and refund requests.

Complaints

Use the subject line “Complaint” and explain the outcome you are seeking. We will investigate fairly, keep you informed and respond without undue delay.

For a privacy or data-handling complaint, use the subject line “Data protection complaint”. You may also complain to the UK Information Commissioner’s Office if you remain dissatisfied.