Please include all order details, steps you're taking, devices you're using to help us understand and be able to you quickly. Talk to us like you're teaching us something completely new!
We provide support online Monday through Friday from 10 am. to 4 p.m. MST. We are closed weekends and all US holidays. Please allow up to 48 hours for a response and make sure to factor in weekends, though we typically get back to you the same day.
Since iPad OS came out, it will automatically unzip files for you when you press on them. If you have purchased a GoodNotes 4 file it will read .goodnotes.zip - as the file extension. When you click on the file it will try to unzip. You don't want that. Long press the file name instead and choose Share/Open In GoodNotes to keep it from unzipping. When GoodNotes 5 came out they changed their file extension so it won't affect those files.
Please read this FAQ about caching so you can view the workshop you paid to enroll in.
Please make sure you are logged in to your account first. This will allow you to choose an order related to your issue and speed up assistance with you.
Before contacting, have you tried following these steps when you encounter an error with your download? Please make sure you are allowing plenty of time for the download to complete. This will depend on your connectivity and how much you're trying to command of your iPad at once.
Attention: If you're having trouble with download links in your emails, please use your online account order history. We are in the process of moving our files to a new server and this will reset your download links. The only way for you to get the updated link is to login to your account and download from there. Thank you!