Support

Contacting Support

Contact Support for the any of the following. We'll be happy to help.

•  Presale questions.
•  Installation problems.
•  Program errors.
•  Web site issues and broken links.

In most other cases, especially for program usage questions, please direct your question to the User Forum.

Instant Message Support is available and may be the quickest way to resolve an issue (rather than inherent delays of trading multiple emails with Support). See the Contact page for IM services supported.

Before emailing Support, we recommend you see What to Send to Avoid Delays.

Use the email link on the Contact page. Support requests are monitored Monday through Friday. Typical response time to email is 24 hours.

User's Forum

Use the Breakthru Software Users Forum to communicate with other users, post your comments, share tips, ask questions, and offer suggestions.

Pre-sales questions can be sent directly to our support id on the Contact page. However, all post-sale product usage questions MUST go through the forum rather than contacting support.

Knowledge Base

See the Installation and Trouble Shooting Knowledge Base for detailed information on program installation, software prerequisites, trouble shooting steps, explanations of common error messages, and problem diagnostic tools.

New Maintenance Release Notifications

If you subscribe to the User Forum topic, New Maintenance Release Notifications (In the General section of the forum), you will be notified of all new maintenance releases of our programs as they ship.

Error Log and Problem Determination

Follow these trouble shooting steps to fix most common post install issues. Our products will write error messages to the program log file in most cases. View the log by going to Help -- Session Log from the program main menu. If you cannot fix the error based on the message, please copy and paste the error message in any emails to Support. Most recent errors are found at the bottom of the log file.

General FAQs

Follow these trouble shooting steps to fix most common post install issues. If you are getting an error message, email it to Support. Check these frequently asked questions before contacting support. These FAQs apply to all of our products.

Activation issues

Your activation code should arrive in your email In-box within a minute or two after completing your purchase. If the email does not arrive, check your spam folder in case your mail server mistakes it as spam. Contact us if you fail to receive the activation email. If you have problems or questions about activating, go here for more details on activation.

Lost activation code: If you lose your activation code, or you did not receive it via email after purchase, go to this link for immediate retrieval: Retrieve lost activation code

Check Version History

The Version History section within the product pages on this Website indicates any reported bugs that are being worked on. Always check there first to see if a newer release has fixed the problem you are experiencing.

Purchase Terms and Conditions

Your purchase indicates you have read and agree to our Terms and Conditions.

Refund Procedure

You MUST follow our refund procedure to request a refund.

Edition Upgrades

Please follow the Edition Upgrades procedure if you want to upgrade your program license from one edition to another.

To Transfer Your Program License to Another Computer

You must follow the Program License Transfer procedure.

Awards

Software awards and certifications received by our products.

Software Publishers

All Software Publishers are granted permission to list our products on a download site or on a community links page if you comply with the following. You must notify us via the email link above that you intend to list one or more products and the Web url of the listing site or page. Also you must specifically state that you have read and agree to our listing permissions. You may use and resize screen shots to fit Web page design as needed. Listing our products on a Warez site (a software piracy site) is strictly prohibited. Listing permission may be revoked at our discretion without prior notice.

Listing materials are available at these links:
Sound Mill Pad file, Sound Mill screen shots
Matrix Mic Pad file, Matrix Mic screen shots
Tempo Game Clock Pad file, Tempo Game Clock screen shots

Windows Operating Systems Supported

Windows 7, Vista, XP Service Pack 3 . See the complete list of Microsoft® Windows® Operating Systems Supported based on the Program Prerequisites.