Support
How can we help?
Answers to the most common questions below, plus a direct line to us for anything else — every submission gets a reference number and a real reply, not an autoresponder loop.
Frequently asked
Common questions
Licensing & sign-in
SynthoSoft unlocks based on the Microsoft account you're signed into Word, Excel, PowerPoint, or Outlook with — not the email you typed at checkout, if those two are different. Check your confirmation email for a "Connect my Microsoft account" link; clicking it and signing in re-points your subscription to the right account in about 10 seconds. Didn't get that email, or the link expired? Contact us and we'll connect it manually.
No. Individual subscriptions unlock automatically once you sign in with your Microsoft account inside any SynthoSoft add-in. Corporate subscriptions are assigned by your IT admin in the Microsoft 365 admin center — nothing for an individual employee to type in either way.
This is almost always the email-mismatch issue above. If you're sure both emails match, try closing and reopening the add-in — sign-in state can take a moment to refresh. Still stuck after a minute? Contact us with your purchase email and we'll check it directly.
Billing
Open any SynthoSoft add-in, go to Settings → Manage subscription, or use the link in your purchase confirmation email. That takes you to your Paddle customer portal where you can update payment details, change plans, or cancel — no need to contact us for routine billing changes.
See our full Refund Policy. If something's not working as expected, tell us before requesting a refund — most issues are fixable in minutes.
Paddle automatically retries a few times and emails you if a card needs updating. If payment ultimately can't be collected, access pauses until it's resolved — your data and settings aren't affected, and access resumes automatically once payment succeeds.
Product
The full, itemized list — every calculator and reference tool, organized by discipline — lives in the Engineering Library reference in our docs. The homepage only shows a quick summary; the docs page is the real, complete list.
Yes — Individual licenses can be active on up to two devices at a time. You can unregister a device from within the add-in's Settings to free up a slot for a new one.
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