Contact support and copy diagnostics

Open Help & feedback

1. Click the bookmark ribbon at the top left of the sidebar (Past scrolls · Sessions) to open the drawer.

2. Click the gear icon at the bottom of the drawer to open Settings.

3. Choose Help & feedback.

Help & feedback answers common questions by topic. If they don’t cover your problem, use the options under Didn’t find your answer? at the bottom.

Copy diagnostics

1. In Help & feedback, under Didn’t find your answer?, click Copy diagnostics. The same row shows the version you’re running, such as v0.17.0.

2. When you see Diagnostics copied, paste the text into your message or email.

Diagnostics are plain text: the add-in version, details about the browser engine Word uses to show the sidebar, and the most recent error codes, error messages and timings. Nothing is sent until you paste it into a message yourself, so you can read it first.

Send a message from Textmolt

1. Under Didn’t find your answer?, click Email Support.

2. In Contact Support, choose a Category.

3. Describe the problem in Describe your issue. You have up to 500 characters, so keep it to what you did, what you expected and what happened instead.

4. Enter Your email (for reply).

5. Optionally, add Attachments: up to 5 files, 5 MB each and 10 MB in total, as png, jpg, jpeg, webp, pdf, txt, log or json.

6. Click Send.

Diagnostics too long for the message?

Paste them into a text file, save it, and add the file under Attachments — or send an email instead.

Or send us an email

Write to [email protected]. An email has no length limit, so you can paste the diagnostics straight in.

What to include

• What you were trying to do, and the steps that lead to the problem.
• The exact message Textmolt showed, if there was one.
• Your Word version: in Word, go to File → Account and look under Product Information.
• A screenshot of the sidebar, cropped so it doesn’t show personal information.
• The diagnostics text from Copy diagnostics.

Never send codes or keys

Don’t include your sign-in code, your Viamolt pairing code or your API keys in a message, a screenshot or an attachment. We don’t need them to help you.

Requests about your account

• Change your email address: send us a message as described above.
• Get a copy of your data or delete your account: open Settings → Account and, under Data & privacy, choose Request data export or Request account deletion. Each opens a pre-filled email that you need to send.
• Plans and refunds: see Pricing and the Refund Policy on textmolt.com.