Kalman Software

Support

Support

Kalman Software LLC · Fort Collins, Colorado

One address, one person. Email hello@kalmansoftware.com and it reaches the engineer who wrote the software — no ticket queue, no bot, no paid support tier. We aim to answer within a couple of business days.

hello@kalmansoftware.com

Don't recognize a charge?

You're in the right place, and the answer is almost always simpler than it looks. Our checkout runs through Link, Stripe's checkout service, so the line on your statement starts with LINK.COM* followed by a short form of our company name.

That's the part that trips people up: most people remember the app they bought, not who makes it — and the statement shows neither in full. Kalman Software LLC builds three applications. Two of them are sold from our own site, and a LINK.COM* charge is a license for one of those:

The third, Excise PDF — PDF redaction for Mac, iPhone and iPad — is coming to Apple's App Store and is not publicly listed yet. When it launches, Apple will bill you, so that charge appears under Apple and never as LINK.COM*, and refunds for it are requested from Apple rather than from us. Everything else on this page still applies: write to us about a bug or a question either way.

Both directly-sold apps are a one-time purchase. The current launch price is $99 each for the first 100 paid licenses per product; the regular price is $149. There are no subscriptions and nothing here ever charges you automatically — another update year requires a separate, one-time update pass you deliberately buy. So a charge you didn't expect is never us billing you again: tell us and we'll sort it out immediately.

Please email us before disputing a charge with your bank. Not to talk you out of it — if the charge is wrong, we'll refund it the same day, no argument. It's that a dispute takes weeks to resolve through your bank, while an email takes hours, and nearly every dispute we could receive is something one reply would have fixed faster.

Your license key didn't arrive

License keys are emailed automatically the moment a purchase completes. If one hasn't shown up:

  • Check your spam or promotions folder — it comes from hello@kalmansoftware.com.
  • Check the address you used at checkout, in case of a typo.
  • Email us. We'll find your order and re-send the key, usually within a few hours.

Keys are permanent — we can always re-issue one. Losing an email never means losing what you paid for.

Refunds

Not right for you? Reply to your license email within 30 days of buying and we'll refund you in full. No form, no justification, no "what went wrong?" interrogation. Past 30 days, email anyway — we'd rather fix a real problem than hold onto money from someone who isn't using the software. Full details are in the Terms of Sale.

Installing and activating

Both directly-sold apps have a 30-day trial with every feature unlocked — no card and no account needed, so you can check it works on your machine before paying anything. (Excise PDF will have no separate trial — it is planned as an App Store purchase, and Apple will handle the install.)

To activate a purchased license, open the app and go to Settings → License, then paste in the key from your email. Activation is offline — it contacts no server, so it works on a machine with no internet connection, and no server can ever switch your license off.

If an installer is blocked by Gatekeeper on macOS or SmartScreen on Windows, or a key won't activate, email us with the app name and what you're seeing on screen. Installer warnings are usually a code-signing reputation issue rather than anything wrong with the download, and we can tell you which.

Bugs and feature requests

Both very welcome, and they go to the same address. These apps are built by one engineer who uses them on his own money and his own files every week, so a good bug report tends to get fixed rather than filed.

The most useful report includes what you did, what you expected, and what happened instead — plus the app version from Settings → About and your operating system. Screenshots help. Please don't send us your database file or account statements; we don't want your financial data, and we can nearly always reproduce an issue without it.

What to include when you write

None of this is required — write however you like and we'll figure it out. But if you have it handy, it saves a round trip:

  • The email address you used at checkout, if it differs from the one you're writing from.
  • Which app, and its version.
  • For a charge question: the descriptor and the amount from your statement.

How to reach us

Email is the only support channel, and that's deliberate — it's what one person can answer well. There's no phone line to leave you on hold and no chat widget that turns out to be a bot.

Kalman Software LLC · Fort Collins, Colorado · hello@kalmansoftware.com

See also: Terms of Sale · Privacy Policy