Contacting support

Support can help with the product, your licence and the way the books work. They cannot give tax or legal advice. For that, ask your accountant.

How to reach support

Use the support contact given to you when you bought or signed up for Pop Books. Choose the channel for your edition or licence.

Email support at thepopstreetdigital@gmail.com.

What to include

Give enough detail for support to reproduce the problem:

1. Version. The version number of the app, and whether it is the Mac or the Windows app.
2. Country. The country of the company, such as United States, Canada or India.
3. Edition. The edition on your licence.
4. What you were doing. The steps, in order, and the screen you were on.
5. What you expected, and what happened. Quote any message exactly as it appeared.
6. The date and time the problem happened.

A screenshot helps. Check it first, and remove any personal or financial data before you send it.

What never to send

Never send any of the following, to anyone, including support:

• Your password or an authenticator code
• Your recovery key or recovery codes
• Your company file, or a full export, unless support asks for it through a secure route
• Card numbers, bank account numbers, tax ID numbers or national ID numbers

Do not give your password or recovery key to anyone who asks for them, even if they say they are from support.

Licence and edition questions

If a screen is missing, check the edition on your licence first (see licence-editions). Then contact support to change it.