Support

Do you offer FREE technical support?

Yes, and your questions will be answered by real engineers who actually work on our products, not customer service representatives with a couple of weeks of training.

Is there a phone number that I can call?

No, we do all of our technical support online so there isn't a phone number where you can talk to a live person. However, we hope you find our online support engineers friendly and very much alive!

Can I email you?

No, we did all of our technical support via email for about 14 years, but ultimately found that it didn't work well for a few reasons. First, it was very inefficient since we had to spend a lot of time searching for all the relevant emails in the conversation (many people don't keep the past conversation in their replies). Second, it doesn't scale well when the volume gets big and multiple engineers are answering at the same time. Third, it was difficult for customers and us to manage multiple questions. After much research we found a support ticket system that we use today. Overall, both we and our customers have found it superior to email. You simply create a ticket with your question or problem and the ticket contains all of our answers and all of your replies in one easy to read chronological sequence. Plus, each party can see exactly when the other responded so you know exactly how long it took us to answer. While there are pros and cons to both email and this ticket system, the pros have out-weighed the cons the past 4+ years we've been using the ticket system.

Do you have some sort of community forums where I can ask questions?

Sorry, we don't currently have any community forums where you can ask questions. We hope to add forums at some in the future.

How do I unsubscribe from your mailing list?

When you purchase a product from Chronos, you can OPTIONALLY subscribe to our mailing list to be notified of news, updates, sales, and more (the checkout screen has a check box that you can select if you want to subscribe). Our mailing list is powered by "MailMan" which is one of the most popular mailing list services on the web. If you want your email address removed from this mailing list, you can unsubscribe at any time. When you unsubscribe, you'll be taken to a standard MailMan web page where you can enter your email and click the "Unsubscribe or edit options" button (near bottom of screen).

How do I look up a lost license key that I previously purchased from you?

If you previously purchased a product directly from us, you can look up the license key that was emailed to you at any time using our Lost License Key Form. If you purchased one of our products from a retail store, then you'll need to look on your CD sleeve for the license key. If you purchased one of our products from the Mac App Store, then you don't need a license key (use the App Store application to download your purchase).

How do I get the software to accept my license?

When you purchase a software product, the license you receive will only work for that specific version of the product. For example, if you purchase iScrapbook 2, the license you receive will only work for version 2 of iScrapbook. If you later download iScrapbook 3, your license will not work to license version 3. So if you're having problems licesning the software, make sure the version of the software installed on your computer matches the version of the software you purchased.

Where can I get a copy of the user guide (documentation) for a product?

Each of our products has a user guide built into the software. You can find in the user guide in the Help menu of most of our products. For products that don't have a menu bar, check the Action button. For your convenience, we've also made the user guides available online on our User Guides page. It's also worth noting that the online product page for many of our products has a Video link you can click to watch videos that describe how to use the software.

Where can I download the software I purchased?

You can download current versions of any of our software products at any time. Simply visit the relevant product page on our website and click the "Download" button in the header at the top of the page. When you launch the product, it will ask for your license key if you haven't already licensed it. If you choose not to enter your license key, the software will run as a 30 day trial until you do. You can also download OLDER versions of our products.

Where can I search for an answer to my question so I don't have to wait for a response?

There's a good chance that another customer has already asked your question. You can search our knowledgebase of frequently asked questions to save yourself some time.

How long does it take to get my question answered?

We answer inquiries during regular business hours (8 AM to 5 PM Mountain Standard Time) from Monday thru Friday. We do NOT answer questions on weekends or on most major holidays. We strive to answer questions within 72 hours but it can take longer during heavier volumes or take less time (same day) when volumes are lighter. Since actual engineers who work on our products answer your questions, we ask that you be respectful of their time so they can continue to improve the products and add features.

What should I do if I asked a question but didn't receive a response?

When a support engineer responds to your question, you'll receive an email containing a web page link where you can read and respond to the response. If you're not receiving these emails, there's a good chance that your Junk mailbox or spam filter has the email so check there first. You can also log in to your support account at any time to see your questions and see if an engineer has responded. WARNING: please do not re-ask the same question as this will slow down our ability to respond to you and everyone else (the system will also move you to the bottom of the queue).

Where can I ask my question or report a problem?

You can use our Online Support Ticket System to ask your question or report a problem.