Please help us to help you.

If you are seeking technical support with a product purchased from Image Science, please make it easy for us to help you.  We are extremely well known for our high levels of support, but we do ask that you ask for support in the right way so that we can best allocate our time to helping as many people as possible.

First, use this form unless your request is truly urgent.  We get numerous support enquiries every day, and we have limited time.  If your request is truly urgent, you can phone us.  But unless you really truly need help right now, i.e. you are going to miss a deadline or your machine is about to explode, it is much easier and more efficient for us to receive support enquiries via email.

Also:

• Please search our website thoroughly for an answer to your question first
  (there is a search box at the top of every single page!)
• Make sure you are using the latest software for your device
  
• We are not your general IT helpdesk! 
  (Please ask us for support only for things we have done for you or supplied you with!)
• Please also use Google to try and find an answer to your query - you might get an answer very quickly
  
• If you have a problem with a product we sell, but you did not buy it from us, please ask the people you bought the product from.
• Please ask nicely!  Sometimes things break, and sometimes they don't work quite as advertised or the way you expect.  We did not actually make the product, and it doesn't help to be rude with us!  Ask us for help in the same way you'd like to be asked for help with something you are good at!
  

If you are requesting help from us, include as much detail as possible.  Please include:

• The text of relevant error messages, in full and with any error numbers as well!
  
• The version numbers of software you are using
  (E.g. Photoshop CS4 or Lightroom 2)
  
• The operating system you are working on, and the version
  (e.g Windoxs XP 32 bit, or Mac OSX 10.5 Leopard)
• Please confirm when you bought the product from us.
  

We will get back to you as soon as we can.   There is no need to follow up your enquiry, we have definitely received it and filtering through more messages will just slow us down.  We will respond (on work days) within 24 hours, usually much less.

Request Technical Support

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