Get in touch

Email is the only channel, and it reaches a person rather than a queue.

What to include

A few details make a reply far more useful than a back-and-forth:

• Reporting a problem? Tell us the browser and device, what you were doing, what you expected and what happened instead. A screenshot helps more than a description.
• Lost your unlock code? Send the email address used for the purchase and the approximate date. We can look it up.
• Suggesting something? Describe the situation you are trying to handle rather than the feature you have in mind — it usually leads somewhere better.
• A privacy question? Say so in the subject line and we will treat it as a formal request.

Things we cannot help with

Said plainly so you are not left waiting on a reply that cannot come:

• We cannot make or chase a warranty claim for you. We have no relationship with any manufacturer, seller or service centre, and no standing in your claim.
• We cannot tell you whether a specific product is covered. Only the warranty document that came with it can, and it takes precedence over anything we could say.
• We cannot recover lost records. There is no copy on our side. If the data has gone from your browser and you have no backup file, it is unrecoverable, and we are sorry — it is the honest cost of not holding your data.
• We do not sell or recommend protection plans and will not refer you to anyone who does.

Before you write

A few things come up often enough to answer here:

• Moving to a new phone or laptop? Settings → Export full backup on the old device, then Import on the new one. The backup includes your attached receipts.
• Records disappeared? Check you are using the same browser on the same device, and not a private window. Browsers also clear site data when storage runs low or when "clear browsing data" includes site data.
• Reminders not arriving? There are no email reminders by design — export the calendar file from the calendar page and open it once, and your own calendar app handles the alerts from then on.
• Something looks wrong on a date? Check the expiry date guide — the end date is deliberately one day before the purchase anniversary, which surprises people.

Reporting a security issue

If you believe you have found a security problem, email us with "Security" in the subject line and a description of the issue and how to reproduce it. We will acknowledge it and respond. Please give us a reasonable opportunity to fix it before disclosing publicly.