Contacting Technical Support

If the issue you are experiencing is not outlined in the help documentation or on the support site please use the following tips to make the experience as quick and as effective as possible:

Telephone

• Write down the exact text of any error messages you received.
• Note the details of the problem, including the steps you took before the issue occurred and how often the issue happens.
• Note the version number of the product you're calling about. Most product titles and versions are shown on any of the CD/DVD's.
• Make sure you are near your computer when you call so you can easily answer questions about your system and the problem you are having. This also enables you to try solutions proposed by Technical Support.
• Please do not use a speaker phone, a speaker phone can cut off without warning and may not provide clear communication.
• Explain your issue as clearly as possible, this will help the technician determine the problem and provide a timely solution.
• Be prepared to troubleshoot the problem or be directed to a support document. The technician may ask you to perform some tasks to get a better picture of what's happening or take some steps toward fixing the problem. .
• Be willing to work with the technician. It's important that you do to solve your problem.
• Make sure you ask questions if you don't understand the answers the technician gives you.

Email

• Carefully select the product you are having issues with. If you select the wrong product, it can and usually does, significantly increase the amount of time for a resolution.
• Include the exact text of any error messages you received.
• Spam filters may block a response from a technician, be sure to monitor any spam filtering software to receive an email from "DeLorme Support".