Support

Support covers purchases, and the tool doing what this site says. It is built so that software attempts to recover a pass that didn't arrive, without a message to anyone.

NOT OPEN YET Purchasing isn't open yet. What this page says about a purchase applies once it is.

1. Inside the tool: Help with a purchase

It is on the tool's Production screen and at the foot of every screen. It answers from the real state of your purchase.

I paid and my exports are locked

It looks for your payment by the order's reference and attempts to recover access. If it finds no payment it says so, and says where a receipt would be. If recovery fails, follow the refund instructions.

What did I buy?

It says what the pass unlocks, for which order, and when it was paid.

I need my pass on another computer

The pass is inside the order file. Save the order file here and open it there.

I don't recognise a charge

It says what the charge is, that receipts come from Link, and that the statement line begins LINK.COM*

I want a refund

It shows the refund rule and where a refund is requested.

Where is my data?

In your browser and in the order files you save. RosterPress does not upload roster contents while you use the tool.

Something else

It shows the contact address, and two lines that name the order's reference and the state of the pass, with nothing from the roster. What mail to that address gets is in section 2.

2. By email

The contact address is rosterpress.help@gmail.com. Please don't send a roster: none is needed.

No reply by email is promised yet. Mail to that address isn't read by a help desk, and no reply time has been measured. Questions about a purchase are answered inside the tool, by Help with a purchase.

3. If an export is wrong

If a sheet or a label disagrees with the roster, or a file won't open, the tool hasn't done what this site says it does. On a trial copy, say so in your trial report, with the kind of thing that was wrong and no names. On a paid export, we support a refund when the tool didn't do what this site says it does; a refund is requested from Link, as the refund page says.

4. Receipts, invoices and tax on a purchase

Receipts and invoices come from Link, the merchant of record, by email when you buy. We can't issue or change one. The line on a card statement begins LINK.COM*

5. Questions with a fixed answer

What does the pass unlock?

The production packet (PDF), the packing labels (PDF) and the clean CSV for one order, including every later version of that order. Importing, the questions, the proofs, your customer's review and a trial copy of those three files are free.

Does the pass cover a revised roster?

Yes. A revised file is the same order. Export again; the new files carry the new version code.

I cleared my browser

The pass is inside the order file. Open the order file in the tool. If you have no order file, open the order where it still exists and save one. We can't recover an order: it was never sent to us.

Do you keep rosters?

No. Rosters stay in your browser and in the order files you save. Nothing you import is sent to us. The purchase check sends only a reference.

Does it do more than documents?

No. It prepares proofs, a production packet, packing labels and a CSV. It doesn't operate printers or cutters, make embroidery or cut files, place artwork, run a store or connect to accounting.

Is there a discount or a subscription?

One price per order pass, shown on this site, in US dollars plus any sales tax. No discounts or codes. No subscription today.

My customer can't open the review file

It opens in a web browser on a computer. On a phone it may show the proofs without its buttons; your customer can then reply to you with APPROVE and the code, and you record that as an approval recorded by the shop.

6. What support doesn't include

No setup, file fixing, design or other work by a person is offered, at any price. Refunds are requested from Link, as the refund page says.