Support Policy

Currently we are only able to support our products by email. This is so because we are a company located in Spain, while the vast majority of our customers are located in the US.

We try to answer all support questions sent to us in 48 hours (during weekdays), usually less. If you don't receive an answer to your question in this time frame, please check that the email you used when contacting us is valid and that your anti-spam system is not preventing our messages to reach your inbox. You may have to whitelist messages coming from addresses, or use a different email that is not protected by any anti-spam system. Please review our Privacy Policy for your comfort.

Requesting technical support

Before contacting us for technical support, please make sure if you have the latest version of the software you are having a problem with. New versions are released often. Select the About buttons present on various places on our programs to know the version you have currently installed and check the current version that is posted on each product page on our website.

If you have purchased a license to a MomSoft product, you are entitled to free technical support via email. If you have not yet bought a license but are still evaluating the software, you can receive technical support for problems that prevent you from properly evaluating the software.

When requesting technical support, please mention important details such as which version of the software you are using and which operating system (Windows XP, Windows Vista, etc.) you are using, and in the case of our line of Office add-ins, please also include the version of Office. Try describing your problem in as much detail as you can. The more information you provide, the easier it is to locate and solve the problem, and the faster we can serve you. Otherwise, we will have to ask you for more information.

Old versions and discontinued software

We provide limited support for old versions after 1 year of the release of a new major version. We provide substantial upgrade discounts to our customers.

Discontinued software is not supported after 2 years of the release of the latest version.