When you submit a support request, you will be asked to complete a simple form with key information to help us resolve your query.
Enter the email address you usually use to correspond with Typefi - this could be your Typefi username, or the email address you used when you purchased a Typefi InDesign plugin (Typefitter or AutoFit).
If you are a registered Typefi user and have already signed in to Typefi Support, there is no need to enter your email address again.
Your subject should be concise and clearly reflect your request. Some examples:
- Blank page being inserted before Table of Contents.
- Soft styles are being dropped when converting from CXML to INDD.
Give us a full description of the issue you're experiencing. Include details of the job you were running, what we need to do to reproduce the issue, the result you were expecting, and the actual result. See a best practice example here.
Please submit each issue separately to help us properly track and manage your requests.
Tick this checkbox if you are submitting files with your support request.
Attachments are vitally important to help us understand and reproduce an issue, so please include relevant templates, workflows and assets, as well as any generated output that demonstrates the issue.
- If your files are under 20MB, you can include them as attachments with the ticket - the attachment field as at the bottom of the form.
- If your files are over 20MB, you can upload your files to Typefi Support Files in the Typefi FTP. Place the attachments within a subfolder that has the same name as the ticket.
Choose the option that most closely reflects the nature of your request - Question, Incident, Problem, or Task.
Priority levels drive our response time to all tickets in our system. Generally speaking, most tickets are Normal priority; Urgent or High are only used when the issue is creating delays in your production.
Check out our prioritisation guidelines to help you select the appropriate priority for your ticket.
Warning: Please don't cry wolf, as this may have an adverse impact on response times for other tickets you submit!
Choose the software product to which your query is related - this will help direct your request to the consultant most appropriately placed to manage your issue.
Note: The 'Typefi' option is used for Typefi Cloud, Typefi Workgroup and Typefi Desktop.
If you require resolution by a certain date, enter it here; otherwise, leave this field blank.
Note: Priority-based response times are offered for all support tickets; if you'd like an idea of when you can expect a response, please see our article on response times.
Attach files under 20MB here. Files over 20MB should be uploaded to Typefi Support Files in the Typefi FTP - place the attachments within a subfolder that has the same name as the ticket.