Support

How to get Support

The fastest way to get support is to either use the support form which can be found under the Support tab within the program or email me directly. If you have issues dealing with your account information then email me from (if you email directly) or include the email address associated with payment. This will assist me in tracking down your account quicker. Sometimes I’ll receive a very generic problem from an email address that is not associated with any account. It’s a mystery to me. Other issues, such as special extraction requirements, will take a little longer to respond to. This is because there is a great deal of time and testing that may be required prior to responding.

Note: Account information including access and issues running the program take priority over everything else.

Help me, Help you

I’ve noticed in the past year since the program has been released that some users explain issues in a very thorough and intelligent matter while others use a very generic approach. Emailing me and making a statement such as "It doesn’t work" wastes both of our time. Here are a couple of tips you could review to assist both of us in solving your issue:

Review this guide – Try to determine if the issue you’re having is talked about within the guide. You may find your solution there.

Browse through videos – I’ve made a point of creating basic and advanced tutorials for the program and I’m adding new ones daily. I don’t expect you to sit down and watch them all, however, browsing through the titles may result in discovering a solution for your issue.

Be as Clear as Possible – Tell me the exact steps that led up to the problem. If it was during an extraction then forward everything relating to the extraction. This would include your keywords, website selection and the details of your advanced options settings.

Be Patient and Polite – I could turn on Skype in the morning and literally be on it all day responding to users. I hate to say it but I am busy. This doesn’t mean that I don’t have time for you. But what it does mean is that I may not get back to you right away.