Our support hours are Monday through Friday from 10 am to 4 pm. 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.
Before you reach out, have you checked our FAQs? This can help you much quicker if we answer your question there. Click here to read them.
We have instructions on how to open/import/install everything on our Instructions Page.
Often times we will update products. And, when we upload them to the shop, the link changes. Unfortunately, we can't update links in emails that already left the server. So the best thing to do is log in to your shop account and in the Dashboard look at Orders. Locate your past order and your links will be right there inside them, all updated.
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.
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!
If you're a shopper, please login first, then submit a support ticket. This will link us to all of your account info and past orders so we can help you quicker.