Why don't you answer my e-mails?

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Problem

The most frequent reason for not receiving a reply via e-mail are spam filters (esp. at @yahoo.com, @hotmail, @comcast, and @gmail.com e-mail addresses). In most cases we do receive your complaints and attempt to resend the instructions to all e-mail addresses on the file. If this fails, we attempt a contact by phone (if you listed one in your order). If you do not get an answer in 2-3 attempts, you could best provide an alternative e-mail address.

Remember to add shop[year]@ and help[year]@ addresses to your spam whitelist (e.g. shop2016(AT)supermemo(DOT)org)

You can also edit this page in cases when messages sent to @supermemo.org bounce back for some reason.

Remember also that each year addresses change. For example, shop2016(@)supermemo(.)org will change to shop2017@ on Jan 1, 2017. The old addresses are discarded and misdirected mail will not be retrieved.

Please note also that questions that have already been answered in the documentation receive lower priority and may take longer to process.

See: No response from the tech support for days

Exemplary messages

  • I've emailed you five times asking for my registration password. I purchased SuperMemo 11 days ago. Can someone please send me my password already?
  • I'm having trouble reach tech support via email. I've sent 4 messages from different accounts. Help!
  • I have been waiting about 6 months for and unlock password email to arrive. PLEASE - send me something that indicates you at least got my email. I actually paid for this product - now I want to register it and use it with all it's supposed capabilities