Ask for Help

Stat/Transfer Technical Support

We have found that the use of this form, rather than a free-form email, allows us to provide faster and better support.  Don't worry, one of our technical support people will respond to you personally and promptly.   We thank you for using our form.

Major Version
You can find your version on the "About" tab (Primary Library - first number)

We are sorry, we can only provide limited technical support to users of version thirteen and older. You should consider upgrading to get full support and to enjoy all of the latest features in Stat/Transfer version fifteen.  That said, if you are having activation problems, please select version fourteen and then fill out the form.  We will do our best to assist you.

Most Current Maintenance Release?

It is important that users upgrade to the latest maintenance release so that we are not answering questions about problems that may have already been fixed.  Please go the "About" tab of Stat/Transfer and select "Check for Updates Now".  If necessary,  please download and install the latest maintenance release of Stat/Transfer.

Description of Problem

Reset your Password
You can reset your password by clicking here.  If you are successful, there will be no need to submit this form.
Encoding Errors
Encoding errors are almost never due to a fault in Stat/Transfer.  You can usually get rid of them yourself by judiciously setting your encoding options.  Before contacting technical support, please carefully read this explanation about character encoding.
Mac Catalina
Stat/Transfer versions lower than 14 will not run on Catalina because they are not 64 bit applications.  Version 14 will, run, but you will have difficulties installing it because of new code-signing and notarization requirements.  We recommend that you update to version 15.
Change your Email
You can change the email address that is associated with your activation code by clicking here.  If you are successful, there will be no need to submit this form.
Error Report
If you think think there is a problem with Stat/Transfer, by far the easiest and the most efficient way to get help is to first reproduce your problem and then press the "Send Error Report" button on the "Log" tab.  This will automatically send comprehensive diagnostics to our most knowledgeable technicians.  In addition, we strongly recommend that you use this facility to send a copy of your input file as well.  Your data will be encrypted and held in the strictest confidence for only as long as we need it to diagnose your problem.

Please also fill out this this form, because it will ensure that you are entered into our problem tracking system and make sure that your issue does not slip through the cracks. (You can omit the error message, files, and details about your version and computer, since they will be sent automatically with the error report).

This should be similar to the subject of an email.


Detailed Version and Computer Platform
The easiest way to enter your version and platform information is to start the Stat/Transfer graphical user interface and then go to the "About" tab.  If your copy has a "Copy Info" button, you can answer "Yes" and then simply paste your information.   Alternatively, you can enter the information manually  below.
Auto-Entry

Manual Entry

The information in this section can be found on the "About" tab of your copy of Stat/Transfer.


From the "About Tab" - Primary Library
Contact Information

Contact Information