Support
Get it sorted
Most problems are a missing confirmation email, and that one you can fix yourself in about ten seconds. Everything else, a person will answer.
Fix it yourself
Confirmation email never arrived
Have it sent again using only the address you bought with — no access code needed.
Need the download again
If you still have your access code, get a fresh single-use download link immediately.
Installing or activating
Step-by-step for Windows and Android, including what the publisher name should say.
Contact
Email:
support@thirdi-solutions.com
Phone: 615-506-9207
Write from the email address you bought with where you can — it is what links you to your purchase, and it saves an exchange.
To get a useful answer first time, include:
- The email address you paid with.
- Which edition and platform — Basic or Pro, Windows or Android.
- The page or screen you were on when it went wrong.
- If it is about access: the payment reference from your Stripe receipt, if you have it. Your access code is not needed and should not be emailed.
Never send your ProSe access code, payment password or card details by email. Nobody at ThirdI Solutions will ask you for them, and support does not need them to find your purchase.
Purchase recovery, in plain terms
Your purchase lives on the server, not only in your email. Two ways back to it:
- You have your access code — use Recover my download with your purchase email and the code. You get a fresh download link straight away.
- You do not have it — use Resend my confirmation with just your purchase email. Your code and a new link are sent to that address.
Both are limited to a handful of attempts in a short window, so if you get "too many attempts", wait fifteen minutes rather than retrying.
Recovery works for editions that are no longer sold. If you bought an earlier version of ProSe Docs, your purchase is still recognised.
Optional online document services
Online document services are separate from your Basic or Pro purchase. They require website sign-in, a selected service, payment before work begins, a ticket or reference number, customer review, and approval before final release. Web sessions may time out when idle.
Your local Basic access is unaffected by any of that and remains separate.
Other ThirdI products
ProSe Docs is one of several ThirdI Solutions applications. Support here covers ProSe Docs only — for anything else, start at the hub.