Why are you not replying to my ticket?! A.k.a.: "I haven't received my license code yet."

Email communication today is often affected by modern spam filters. These systems are extremely aggressive and frequently block messages that are perfectly legitimate and harmless, especially when they are sent automatically. This includes software license emails, purchase confirmations, and replies generated by our support ticket system.

If you have contacted us, opened a support ticket, or purchased one of our products and you do not receive any reply within a reasonable amount of time, please do not assume we are ignoring you. In most cases, our reply has simply been filtered as spam by your email provider.

Before getting frustrated, always check your spam or junk folder. This is by far the most common place where our messages end up. If you find our email there, mark it as “not spam” to help your mail system learn that our messages are legitimate.

This issue is particularly common with email accounts hosted on yahoo.com and related domains such as comcast.net and aol.com, which are known for very strict filtering policies. If you use one of these providers, we strongly recommend adding our domain to your address book or allow-list. This greatly reduces the chance that future communications from us will be blocked again.

If you are waiting for a license, a support reply, or any other important message from us, checking your spam folder should always be the first thing you do.