Support
Last updated: 25 October 2026
01How to reach us
Email office@royalsoftworks.com or use the contact form. There is no phone line. To get an answer on the first reply, tell us which product and version, which version of Windows or Linux, what you did and what happened. For a licence question, add the email address you bought with.
02Who gets what
| Licence | Support |
|---|---|
| Free versions | Email support. A reply from a person within one business day. |
| Pro — one-time and monthly | The same, plus help with your licence: activating it, and moving it to another computer. |
| Team subscriptions | Priority email support: your messages are answered ahead of the rest. |
| Enterprise and government agreements | What support covers, and how fast, is written into the agreement before you sign it. |
No support level comes with a published service-level agreement. If you need one, it goes into a written agreement, and we will tell you plainly whether we can meet it.
03Updates
A subscription includes every update while it runs. A one-time purchase includes the updates we release for that product, at no extra charge; a future major version may be sold as a separate product (Terms of Service §4). The released desktop apps check for new versions themselves, and each product’s changelog says in plain language what every release changed.
04Licences and refunds
A one-time licence covers one computer at a time. To move it, free the seat on the licence card in your account (Dashboard → Licenses), then activate the new computer with the same key. A first purchase is refundable within 14 days — see the refund policy.
05Rolling it out across a company
If you are installing on many machines, we can package the software for managed installs. Volume licences and purchases that go through procurement are handled by a person at sales@royalsoftworks.com.
06Not a support question?
Security problems go to the security reporting page. Whether our account, licensing and checkout services are up is on the status page.