Before you write
Many questions are already answered on the site. These pages are a starting point, not a requirement before emailing:
- Licences, prices and refunds → the Pricing & licensing page.
- Where your data lives and how to export it → the “Your data & your purchase” page.
- Checking our privacy claims yourself → the “Verify it yourself” page.
- How-to help → tutorial videos sit on each product page, next to the product.
For a workbook order, you can also message the shop on Etsy, if you would rather keep the conversation there.
What to include in your message
A first message with these details can usually be answered in one round. You do not need to know the technical cause before getting in touch — just describe what you saw:
- The product and its version.
- Your browser version, for extensions.
- What you expected to happen, and what happened instead.
- The email address you used at checkout, when the question is about an order or a licence — it is what lets us find it.
- A screenshot, if you have one.
That is the complete list. Nothing else is needed to answer a first message.
If you send a screenshot, show the issue only: crop or cover anything private first — product data, passwords, licence keys. A screenshot is never required; if an image would show something private, describe what happened instead.
What never to send
Support never needs — and must never ask for — a full licence key, any password, or data from inside the products. The products run locally and your data stays on your device, so support works from your description, not from access to your data.
Data from inside the products never needs to be sent — nor does a licence key or a password. If we ever ask for any of those, refuse and tell us.
Lost a licence key? You do not need to email it, or email us about it at all. Lemon Squeezy’s My Orders page shows your purchases and keys when you sign in with the email address you used at checkout: https://app.lemonsqueezy.com/my-orders
Email us
is the address for everything.
If you prefer a product address, these reach the same support:
For workbooks and free tools, use the general address and name the product in your message.
Closing
Tell us what happened in your own words — a person will read it.