“There are many [some say TOO many] forum titles/subjects/sections on Stardock's sites....cross-linked and otherwise......however ONE particular one....THIS one here [look up....see the title] is for those poor lost souls [just like you and me at one time] who find themselves 'stuck' and in need of help.” - Jafo
After reading BradSam’s excellent post, I decided to try to extract the information in Island Dog’s, ZubaZ’s, sdRohan’s and BradSam’s regarding Support and unite them in one post along with useful links. Undoubtedly there are more. If you have them, add them as replies!
"To better assist Support, always include the following information when you write into support:
The name of the product that is giving you trouble (and the method you used to install it);
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Whether the product is a standalone purchase, part of a subscription or a trial version.
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A concise description of your problem, including any error messages you receive. Screenshots are always welcome.
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When the problem occurs, preferably with instructions on how to reproduce it (if possible), as well as how often it happens.
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What steps (if any) you have already taken to rectify the issues.
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Any e-mail addresses you may have accounts under
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What version of Windows you are using W10, W11, and build. Also, include whether it’s an insider release or not.
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What else have you changed/installed/updated recently, such as drivers, security patches and/or software." - ZubaZ
An important link: https://www.stardock.com/support/
Stardock App Compatibility: https://forums.stardock.com/505717/stardock-app-compatibility
Multiple accounts, Paypal, and registrations:
If you purchase an app or game with Paypal the e-mail used needs to be the same as your Stardock/Impulse account. If you have multiple accounts you can easily merge them here https://www.stardock.com/support/registrations/.
Need to update your e-mail address or other account info?
You can manage most of your account details at https://www.stardock.com/accounts/manage.
Need your registration info, links, etc.?
Enter your e-mail at https://www.stardock.com/support/ and your registrations and other info will be e-mailed to you. - Island Dog
Submit only one ticket! Wait for the answer. Tickets are answered in turn from the queue. Submitting more than one ticket will delay the help you need. Support’s reply will come to the email associated with your account. If you don’t see it, check your “spam” folder. Answer the reply in the ticket: Don’t create a new ticket, and don’t reply in forums.
If you post your problem in forums, don’t post your email or any credit information! Don’t post a screenshot with credit information or private information, either.
"There are two primary methods we recommend for getting support with your purchase:
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Check our forums(we monitor them closely!), including our beta threads, for updates that we are preparing for release. These threads are one of the primary locations where we gather feedback and triage bugs that our users uncover.
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If you need a more direct line of communication, submit a ticket. You will be contacted by a support team member to help address any questions or issues that have arisen. This is the preferred method of communication, especially for corporate customers who have large-scale deployments.
Keep in mind that the majority of our support staff is located in the Eastern time zone, but we do our best to respond to tickets as quickly as possible regardless of the time of the day, and please note the banner announcements of holidays at Stardock.
The best way to stay updated on everything we are doing is to take a look at our news and blog pages. And of course, you can always follow on Twitter and other social media networks too." - BradSams
