Support
Support handles four things: payments, entitlements, activation and device revocation. Everything else on this product is designed to be readable from your own account first.
What support handles
If your problem is one of these four, support is the right place and has the server-side record to work from.
Payments
A payment that has not verified unlocks nothing, and it should not be paid again. Paying a second time does not speed up verification and creates a second thing to refund. Report it with the order reference instead, and support will reconcile the one payment you made.
Entitlements
What an account owns comes from the entitlement authority, not from a receipt or a build flag. Support can see whether an entitlement exists, whether it is signed, and which capability it belongs to.
Activation
Activation binds one installation to one device, and it is per capability. If a machine will not activate, support can see whether the slot is available and whether the capability is owned on that identity.
Device revocation
A device can be revoked or released from your devices without losing any files. Revocation withdraws the authorisation; it does not delete anything on the machine, and the freed slot can be used by another device.
What to include in a report
Five details turn a report into something support can act on without a round trip.
- Your GrowLeafy ID
- The account the capability should belong to. Without it, support cannot look up an entitlement.
- The order reference
- For a payment problem, the reference shown for the order. One payment, one reference.
- The platform
- The platform you are installing on. The compatibility page names the platforms the server describes, so use one of those names.
- What you expected
- The outcome you were working towards, in one sentence.
- What happened
- What you saw instead. If a build was refused, say which build you were trying to get; the refusal reason is recorded server-side alongside the request.
- Do not send your password, and do not send a private key or a device certificate. Support never needs any of them.
- A device can be released from your devices before you write in, which resolves most activation problems immediately.
- Terms and refunds are on the terms page and the refunds page.
Reaching support
This page states plainly what exists rather than showing a form that goes nowhere.
- The facts support needs are already visible in your account: orders, downloads and devices, all tied to one GrowLeafy ID.
- Enterprise enquiries are handled by the same support team; the enterprise page explains why there is no self-service signup.
- If a download is refused, the refusal reason is recorded on the server, so a report does not have to reconstruct it from a screenshot.
- Installation problems are usually answered by the installation guide and the download page first.