Technical Support and Product Inquiries

CrystalFire Software is a very small company, and we don't have the staff to answer phones. Because of this, we don't ordinarily offer telephone technical support, although occasionally we'll call a customer if e-mail is proving ineffective for solving a problem.

To contact us for technical support, send e-mail to our support e-mail. Include the product name in the subject line, or at least the word "CrystalFire" in order to insure our hardworking spam filter doesn't decide you're trying to sell us Viagra.

If you need to send an attachment, please send us a separate, attachment-less e-mail letting us know the attachment is coming. Otherwise our virus filters throw them away.

Unless this page or the main CrystalFire Software home page indicates that there will be a longer delay, all email should be answered withing 48 hours (and usually much sooner). If you do not get an answer in 48 hours, our spam filter probably ate your message (sorry about that!), try sending us email again with a different subject line. If you keep getting rejections or get no response, contact kagi's support and they'll get in touch with us.

We don't always answer e-mail sent to the "auto bug reports" address (i.e. generated from within our applications) -- if you want an answer to such a report, say so in the report and we'll get back to you. Otherwise, we generally only answer automatic bug reports if there's a fix available when we get the message. These messages go into our bug tracking system for future versions.

Note that we generally run very permissive spam filters, so that we don't inadvertently discard your mail message. But we do block a small set of IP addresses that have been sending us attack levels of spam - if you get a message to the effect of "Message rejected by server, cannot accept from this IP address or domain", please send us mail from a different account (gmail, yahoo mail, msn, hotmail, whatever), and let us know about the problem. We never intentionally block customer mail.

Postal Mail

Our postal address is: CrystalFire Software, 3008 Acorn Court, Philomath, OR 97370

Contract Programming and Service Inquiries

For inquiries about a service rather than a product, please contact Christopher Kempke via email. Put the words "Contract Inquiry" in the subject line. Do not put the words "Do you want to buy Viagra?" anywhere in the content. I will contact you for more information.

Refunds and Credit Card Inquiries

Payment and refunds are handled by Kagi. Kagi acts as our agent for payment processing - at NO TIME does CrystalFire Software ever see your credit card information, even when you make a purchase from us. Please do not send credit card information to us (or anyone else, for that matter), using e-mail -- it is very insecure.

If you need a refund, simple instructions are on Kagi's website (basically, send your request as an email to refund at kagi.com, and include the confirmation message you got when you purchased. Please also contact us at the support address above and tell us what you didn't like, so we can try to fix it. Kagi has processed very few refunds for us, so there's not enough for statistics, but it seems to take about 2 weeks for the credit to appear. We can sometimes expidite refunds, we will do this automatically for refund requests we are expecting (i.e. that are in response to a tech support request or somesuch.)