 |
|
Technical Support
If you have a problem with Scrivener, whether you just need a little help or think you have discovered a bug, here's where to go:
General Support
- Documentation
Before looking for help anywhere else, be sure to refer to the online help that comes with Scrivener. Access it by going to the Help menu within Scrivener and selecting "Scrivener Help". Alternatively, you can download the Help file as a PDF document.
- Tutorials
Go through the tutorial that comes with Scrivener. Before asking questions on the forum or contacting us, be sure to go through this tutorial - you can access it by going to the Help menu in Scrivener and selecting "Tutorial". The tutorial is an interactive project that walks you through the main features of Scrivener and answers most of the questions that will arise for new users. Additionally, you can find a range of video tutorials on our video tutorials page.
You will find many common questions answered in the user-maintained FAQ.
The support forum is a great place to get quick answers to your questions. We go through the questions asked in the Technical Support forum and the other main forums every day. But there are also numerous knowledgeable, friendly and helpful users who may answer your queries before we even see them. You can also search the forums to find out if your question has already been answered.
The Scrivener wiki hosts the answers to a number of common questions. It is intended as a community tool, where users are encouraged to create and edit content. If you have any great tips on using Scrivener or would like to share information that you feel isn't covered in the help files or that other users may find useful, please feel free to edit the wiki and add to the store of knowledge there. Or just use it to look for answers, of course.
-
If you think you have come across a bug in Scrivener, you can report it in the Bug Hunt forum, or report it to us directly.
-
If you have exhausted the other channels and still can't find the answers for which you are looking, you can e-mail support directly. We'll get back to you as soon as we can.
To help us respond to support questions as efficiently as possible, please do try the suggestions above before contacting us directly. Although we love hearing from users and are always happy to help, by checking the links above you help us respond more quickly to questions that haven't already been answered.
After-Sales Support
If you have lost your serial number, click here to access eSellerate's After-Purchase Services. We use eSellerate to run the web store and generate licences. If you lose your serial number, you can retrieve it free of charge by entering your e-mail address and order number in the fields of the After-Purchase Services web page. If you don't know the order number, just enter your registered e-mail address next to where it says "Finding your order number" and you will be sent details of all of the licences you have purchased via eSellerate in the past, including your Scrivener licence. (If your e-mail address has changed or you can't recall the one you registered with, then e-mail us with as much information as you can to help us track down your order.)
-
If you receive the "Invalid Serial Number" error message when attempting to enter your licence information into Scrivener, see this page for help.
- Software Return Policy
Although all refund requests will be judged on their own merits, please do make sure you "try before you buy" - trial versions are always available. Note that there is usually a 15% "restocking fee" on refunds. This is not taken by Literature & Latte; up to 15% of each sale goes to eSellerate, who run the web store and provide serial numbers. When processing refunds, eSellerate do not return this 15%, which means that Literature & Latte would make a loss without charging the restocking fee.
|
|
 |
