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    Lenore Denbin

    I feel the same. They should have phone support and they don’t and dont care how infuriated their users are.

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    Kate Williams

    Hi Horace, 

    As far as I can see, our team has processed your request today. We're yet to receive your feedback. Please try out the suggested solution. 

     

    Lenore Denbin

    Skylum's Customer Support team members are real, friendly humans. We love answering all of your questions, solving problems, and helping you get the most out of the editing process with our applications. 

    We don't offer phone support because we truly believe it wouldn't be possible to provide the same effective help over the phone. We keep our support online for a few reasons:

    • We can instantly view your purchase history, license and account status, submitted files, and other information so we can troubleshoot effectively.
    • Working with a photo editor is a visual process. We frequently ask you to send us screenshots, videos, and image files to help us see what you’re seeing.  We can also send you screenshots and videos to guide you in the right direction.
    • It's faster, and you're bound to get more accurate answers. We may need to follow all the steps you do in the software and take our time to test your image files (occasionally, even batch-process hundreds of them at a time!) Sometimes, the involvement of our tech department is required. We arrange the meetings with our devs in order to find out all the details for you. Thus, communicating via emails, we can quickly get to the bottom of your questions without putting you on hold. 
    • Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We'll always have access to the entire history of your conversations with our support team so you won't have to repeat questions.

    We do care about every single one of your requests and do our best to process them as soon as possible. If you're experiencing any tech issues with the software, we encourage you to contact us at https://skylum.com/support We're just an email away. 

     

     

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    Horace Buggs

    Problem resolved thank you...

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