FAQ: How to receive support from Syncplify?

Occasionally our users ask us what their support options are. This article is intended to provide a clarification on that topic.If you are using the Free Edition of our products you can:

In addition to that, if you are still using the free edition for evaluation purposes and you intend to buy once your issue is resolved, you may also:

And, of course, if you are a registered customer with a valid and active support subscription, you are welcome to:

Syncplify.me Server! v4.0.26 released

We have just released version 4.0.26 of our Syncplify.me Server! software. This version features the following improvements:

  • Fixed: several Command-Line Interface (CLI) inline help topics
  • Fixed: WhiteList and SafeList now automatically sanitize duplicates
  • Fixed: virtual server configuration bug that was affecting the FREE edition

Note: if after the update you notice any unexpected behavior in the web interface, just hit Ctrl-F5 in your browser; that will force the browser to reload the page as well as all back-end scripts and update the ones that may have been cached from previous versions of the software.

As usual you can download this new release from our website.

Why didn’t I receive a reply to my support request email?

Here at Syncplify we take your support requests very seriously, and we always reply. Usually within 2-4 hours, and never beyond the second business day.

Sometimes, though, the requester does not receive our reply. Here’s a list of some of the most common causes:

1) Wrong requester e-mail address

Believe it or not, the most common reason for not receiving a reply from our support team is that you have mistyped your own email address while filling in the support request form. If you type john.doe@gmil.com (instead of gmail.com) we hit the “reply” button, and then get an “undeliverable” back from the server.

2) Your antispam rejects our reply

Sometimes we spend a lot of time typing a reply, just to find out that when we finally hit “send”, we receive an error like this:

554 5.7.1 <support@syncplify.me>: Sender address rejected: Blocked by this recipient

If you send us a support request, and wish to receive our reply back, please, make sure your antispam is not rejecting emails coming from the syncplify.me domain name. We never spam anyone, so whitelisting our domain name is a safe choice. Continue reading

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