Checked 13 October 2026.
For business and enterprise customers (a business license is required), fill in our business form with Tech support chosen under Request, so your ticket goes to our business support team: Contact our business team
For personal, non-commercial customers, fill in our support form: Contact the Synergy team
If you're writing about a problem with Synergy 1 or Synergy 3, please attach a diagnostic report (Synergy 3) or log file (Synergy 1) from each computer; it lets us find the cause sooner. For the steps, see: How to get diagnostic info?
Need a call or a remote session?
For business and enterprise customers, ask for a call or a remote session when you contact us, or in any reply, and we'll arrange a time with you. Open our business form with Tech support already chosen: Contact our business team
On our business form, keep Tech support chosen under Request and say in the Message field that you'd like a call or a remote session. The Call back request goes to our sales team, not to support. If you'd like us to phone you, put your number in the Phone field, or include it in a reply.
While your business subscription or maintenance is current, your business support includes phone calls, video calls and remote sessions, where we connect to your computers and look at the problem with you, if you'd like.
For personal, non-commercial customers, we work through your problem with you by email, in your ticket. Phone and video support are part of our business editions. Diagnostic reports or log files from each computer help us solve it sooner. For the steps to get them, see: How to get diagnostic info?
If your problem looks like a bug
We escalate it to be investigated, using the diagnostic reports or log files you sent. Haven't sent them yet? For the steps, see: How to get diagnostic info?
We'll be in touch once it's been investigated, and we may ask you for more in the meantime. The release that fixes it says so in its release notes. For the details, see: What happens when your ticket goes to tier 2
Replying to your ticket
Reply to any email from your ticket to carry on, even after it's been solved, and we'll pick it up again. Within 2 days of the ticket being solved, your reply reopens it; after that, your reply opens a new ticket that links back to it, so nothing is lost.
For business and enterprise customers, while we're waiting for your reply, we follow up with you periodically, and we only close your request after several attempts to reach you (we give you plenty of time to respond in case you're busy).
For personal, non-commercial customers, when we're waiting for your reply, our ticketing system sends an automated reminder after 7 days and automatically marks the ticket solved after 14 days. Reply whenever you're ready, and we'll pick it up again.
Have an idea for Synergy 1 or Synergy 3?
For business and enterprise customers, tell us through our business form: Contact our business team
For personal, non-commercial customers, tell us through our support form: Contact the Synergy team
We pass every idea to our developers. We can't promise whether or when one is built; when one is, the release notes of the version that brings it say so.
For Synergy Dragon, click Send feedback in the app and choose Feature request. For the details, see: What is Synergy Dragon, how is it licensed, and how do I join the alpha?