Support Policies

Your unlock code purchase includes free basic (web-based or email-based) support for 12 months (or longer if you purchased that option).  Phone support is also available for a nominal fee, or even free depending on the issue (i.e. we typically do not charge for error messages).

After your unlock code expires, we are unable to provide free support. We recommend that you renew your unlock code in order to continue to receive free basic support. Other benefits of keeping your unlock code current are access to new features released in our program updates and a discount on the purchase of more names.

If you purchased an unlock code for ChurchTrac 8 with the no expiration option, then basic support is included for 12 months. After 12 months, there may be a nominal fee for support issues.

As a general rule, we ask that you install the latest updates or upgrade to the newest version available in order to obtain support. Once again, an active unlock code allows you to receive these updates as well as free basic support.

We typically do not charge for phone support within 30 days of your purchase. If you need a little extra help, we're happy to help you get things set up. Also, be sure to check out our extensive tutorials and videos in the online knowledgebase.

Note: Organizations utilizing the free version of ChurchTrac 8 will continue to receive program updates and free web-based support; however, there may be a nominal fee for phone support, depending on the issue.

Older Versions

Unfortunately we are unable to offer support indefinitely on all our products. If you're using an older version of our software (ChurchTrac 2010 or older), please upgrade to the newest version of our software to continue receiving support. The last program update to ChurchTrac 2010 was released in August 2010. Since then, there have been more than 800 updates, fixes and new features added to the new version. Click here to read more about the New Features available in ChurchTrac 8.