Business platform
NovaSoft One
Use the product’s support page or Help & support inside your workspace. For account, export or deletion requests we may need to confirm who you are.
Open One supportSupport & service commitments
Help, with a clear route
Get help with a product, your account, a service request or a privacy question.
Get help
Choose the right support route
Tell us the product, what you were trying to do, what went wrong and any reference number on screen. Keep personal details to a minimum.
Apps & beta products
App and product support
For UPly, LifeTabs, MindSafe, MemoryMate, WordHeld or another NovaSoft product, tell us the app name, version and device or operating system.
Email product supportHardware & merchandise
NovaSoft Shop
For an order, delivery, return or merchandise enquiry, use the shop’s support route and include your order reference.
Go to shop supportManaged IT & project work
Your service engagement
Contact us the way your service schedule sets out. Your support hours and urgent-issue process are in that agreement.
Contact NovaSoftService commitments
Know what support covers
NovaSoft One’s published support notice aims to acknowledge general support within two Australian business days. That is an acknowledgement target for One, rather than a guaranteed resolution time or an SLA across all NovaSoft services.
Managed IT and custom projects follow the hours and response times in your agreement. Contacting us through this website doesn’t set up monitoring or 24/7 support.
An urgent service or security issue
Use the urgent or incident contact route in your agreement, where one is provided. Explain the impact, affected systems and when it started. For a potential security or privacy issue, use the security reporting guidance and avoid sending sensitive records.
A request for work outside the agreed scope
Just ask. We’ll tell you what’s involved and any cost before doing extra work.
A request for accessibility help
Tell us the page or product and the format or interaction you need help with. We can discuss an accessible alternative through the existing contact route. See our website accessibility information.
Useful context
A few useful checks before you write
- Check the public availability page and open the service directly.
- Use the product’s password recovery process for a forgotten password. Support must verify identity before changing account access.
- For an app, check its official App Store listing for the available version and confirm relevant permissions or device settings.
- Record any error message, time and support reference. A screenshot can help after you remove personal information.
Your information
Privacy, export & account requests
Tell us whether you want a copy, a correction, an export or deletion, and which product it’s about. We may need to confirm your identity. If a business holds your details in its CRM, it’s usually quickest to ask that business first.
Cancelling a subscription doesn’t delete your data, and deleting data doesn’t cancel a subscription. Follow the product’s instructions for each.
Keep the context together
Feedback, complaints & follow-up
Following up? Reply on the same thread with your reference, what’s still unresolved and what you’d like to happen.
We will review the concern and explain our response or next steps. The complaints information describes the company route and preserves applicable external remedies.
A question about NovaSoft?
Tell us the product or service you’re considering so we can give you the relevant information.