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Support Requests
Is your issue registration related? If you have lost your registration code, first try this page which will bring up your code onscreen as well as email it to you: Click Here to Find your Registration Code. Have you have not received a response back from us? We have trained support personel that respond to every single request. If you have not received a response then usually this is due to an ISP temporarily blocking us (especially Yahoo and BigPond do whenever we have popular sales or new releases). Sometimes the email address you provided was mistyped. Use this form to see the entire case including our response to you:
Is your issue related to general ActiveSync errors or problems? If so take a look at this Knowledge Base Article about Windows Mobile ActiveSync or Chris De Herreras Windows Mobile FAQ which details most ActiveSync error messages, troubleshooting, known bugs, network FAQs, and so much more. For the most part our software does not interact with ActiveSync at all.
Is your question something related to how our software works? If so you may be interested in searching our Documentation Online or downloading the PDFs:
Download Documentation PDF:
And finally the last step before you open a support ticket is to check our advanced KnowledgeBase. This contains articles on everything from BlackBerry installs/synching to information about FlexMail command line parameters. We constantly add new items to this knowledgebase directly from the questions asked to us via support so don't be surprised to see your question answered in here! If none of these steps help then go ahead and file a support request with us.
While we understand that support almost always means that something is wrong (even if its a very simple "e;how to"e; or sales question) we also want to make clear that what you put into the support experience is ultimately what you will get out of it. Give us as much information as you can in as concise form as possible and we will be able to help you better. Look at your request and see if you can digest the information within a quick glance to know if its too wordy or vague. A request that is difficult to read will be easy to miss important aspects of your request and will probably lead to a misunderstanding or confusion on both sides.
Support will be unavailable for the United States July 4th Holidays.
Normal responses occur well within two (2) business days. If you do not get a response within
this time, then your ISP may be blocking our responses as SPAM(this is especially prone to happen with Yahoo) or because you
may have entered an invalid email address to respond to. Also please check the Bad Emails List to see if your email was one that bounced. We answer every single request that comes in.
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Registration
Issues
 Do you need to Find your Registration Code.
Change your Email Address in our records.
If you need to change
your WebIS newsletter or promotions emailing preferences.
If
you need to change your registered email address.
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