eM Client
support has different support tiers
SUPPORT FAQ
Do I have to extend my support if I don't want to?
You don't need to subscribe when you don't feel like you need direct help
from our team, but if that changes, you can purchase the subscription at any
time and have it available again for another year, starting from the date of
your purchase.
I have Lifetime upgrades but cannot log in the support page.
The subscription applies the same way to all licenses, so it can expire even
for users with Lifetime Upgrades. When your Support subscription expires, it
does not change the validity of your license, it will work the same way. You
need to renew your subscription if you want to get access to the VIP
Support.
I am unable to purchase to extend my subscription because my version is out
of support.
While our licenses work indefinitely and never run out, older versions are
discontinued after some time and if a specific version or service stops
working, we would not be able to provide a fix, because the version is no
longer in development.
Since we believe that finding out after the purchase that we cannot help
would not be fair, we instead encourage you to upgrade to the newest
version, where we can implement any needed fixes. Upgrade purchase
automatically includes 1-year of support.
Why is the support included in each purchase, why can't I opt out?
When you get a license for a new device or upgrade to a new version, there
can be some period of time when you're getting used to the new program. This
is the time when our users reach out to the support the most, so we include
the support extension so any questions and problems can be quickly resolved.
How can I find out if my VIP Support subscription is active?
You can check the expiration date for your support subscription in Menu >
Help > License or Help > License section of the eM Client app.
If you have access to our License
manager you can
check the expiration date in the License tab.