Support
How to contact us
For questions about installation, accounts, licenses, payment, or Client Application operation, email us at:
We usually reply within a few business days. The response time for a formal claim is 10 calendar days under Section 11 of the license agreement.
What to include in your request
To help us resolve your issue faster, please include where possible:
- which application you use — the browser extension, MS Word add-in, or desktop application — and its version;
- the email used to purchase the license, if the question concerns payment, the key, or activation;
- a short description of the problem and the steps that lead to it;
- your browser name, MS Word version, or operating-system version and architecture if the problem relates to launching the application.
Please do not send real confidential documents or personal data to support: a description and, if needed, a synthetic example are enough for diagnosis. Redacto processes user text and files locally on the device and does not receive them on the server.
Common topics
- Installing the MS Word add-in — install it from Microsoft AppSource, or in Word via Insert → Get Add-ins and search for Redacto.
- License activation and recovery — add the license key in the user account and sign in to that account with email, Yandex ID, or VK ID. Revoke an older installation in the account if all four slots are occupied.
- Payment, receipt, and refund — terms are described in Sections 7 and 8 of the license agreement.
- Personal data processing — described in the privacy policy.