Support
Write one email and it reaches the person who writes these calculators. No ticket number, no first-line script, nobody asking you to try it in a different browser before anyone looks at the actual number.
Write to
Anything at all: a wrong number, a figure you think is sourced badly, a licence that will not unlock, a refund, or a calculator you wish existed. Plain email, in whatever words you like.
How long a reply takes
- Usually within one working day. Often the same day.
- Two working days at worst, and if it is going to be longer than that you will get a line saying so rather than silence.
- Licence and refund problems jump the queue. Money you have already paid is not something to leave sitting.
- Messages sent on a Friday evening or over a weekend are usually answered on Monday.
Replies come from India, which is UTC+5:30 — around nine and a half hours ahead of US Eastern time. A message sent during your working day is generally read the following morning here, so the answer is often waiting when you open your laptop. Worth knowing, so that a reply landing overnight is no surprise and an hour of quiet is not mistaken for being ignored.
What to put in the message
None of this is required. It is just what turns a two-week exchange into one reply.
- Which calculator, and the numbers you put in
- The page name and the inputs — footprint, pitch, waste, costs. With those three lines your result can be reproduced here in under a minute, which is the difference between a reply that answers you and a reply that asks you a question.
- What you expected instead, and why
- If a bundle count looks wrong, say what your supplier's count is and where it comes from. A disagreement with a published figure is the most useful thing you can send: it is the kind of message that changes the code and the source note behind it.
- For a licence problem: the receipt
- Forward the receipt email from Dodo Payments, or paste the key and the email address you bought under. That is enough to find the record and put it right by hand.
- Browser and device, if something looked broken
- “Safari on an iPhone” is plenty. A screenshot of the screen as you saw it is worth more than a description of it.
Things you can settle without writing in
- A key that will not unlock. The unlock page names the actual reason — a typo, a lapsed year, too many devices — and what to do about each one.
- A figure you want to check. Every coverage rate, waste factor and conversion factor is listed with its source, and the places sources disagree are written down, on how the maths works.
- What the paid plans cost and what they add. On the pricing page, including what happens when an annual licence lapses.
Payments and refunds are taken by Dodo Payments as merchant of record, so a refund you ask for here is processed through them. The terms and the privacy page set out the rest.