Technical Support

Customers are our Priority!
At Individual Software, we provide FREE technical support for all of our products. To get assistance, please fill out the required Service Request Form below so you will be in our customer database tracking system. Once you fill out the form and Click “Submit,” you will receive a service ticket number via e-mail. At that time, a Product Specialist will be assigned to your case. The Product Specialist will contact you by e-mail and/or phone until your technical problem is resolved. Our goal is to resolve your problem within 24-48 business hours.

Technical Support Hours of Operation:
Monday – Friday, 8:00 a.m. to 5:30 p.m. (PST)

We will need the following details to get started on your case:

  1. Tell us about your computer environment. (i.e. our product and version, your computer operating system, other software installed, etc…)
  2. Carefully note the steps you took to encounter the problem.
  3. Carefully note the error messages you received (if any).
  4. For product activation issues click here.

Service Request Form
* Required fields.

Personal Information
* Name:
Organization:
* E-Mail:
* Day Phone:
Best Day & Time to Call:
Product Information
* Product:
System Information
Operating System:
Computer Brand/Model:
Printer Brand/Model:
Protection Software:
Comments
* Problem Description:

Please provide a step-by-step description of your problem. For example, Step 1: I put in the disk. Step 2: I began the installation. Step 3: I received the following error code, (list error code). Please provide as much information as you can.
 

What you can expect next:
You should receive a Service IDentification (SID) via e-mail within a few minutes of submitting this form. If you do not receive this e-mail within 30 minutes, please check your SPAM folder. Please add individualsoftware.com to your address book or safe senders list to ensure our e-mails reach your inbox. If it is not there please e-mail or call our Customer Care so we can assist you: customercare@individualsoftware.com or 925-734-6767 ext 136.

Other solutions you may choose to try:

  • Have you tried to re-install the application with no other applications or programs running?
  • Most problems can be answered through the software Online User’s Guide, Help system, or at the Frequently Asked Questions section of the Web site.
  • Did you temporarily disable your Anti-Virus protection before installing (recommended)?
  • Does your computer environment meet the system requirements of the purchased product found on the products home page?