If you encounter technical issues or have questions that aren't covered in our Knowledge Base, our Support Team is here to help.
Contact details
Method | Contact information | Availability |
08:00 – 18:00 (UK time), any Business Day |
Please note: Definely does not operate a telephone support line. All support is handled via email so we can capture the detail needed to resolve your issue accurately.
What to include in your email
To help us resolve your issue as quickly as possible, please include:
A clear description of the issue and what you were trying to do
The steps you took before the issue happened
A bug report [read How To Create A Bug Report]
Any error messages you saw (a screenshot is ideal - please redact sensitive content)
The Definely product affected (e.g. Draft, Proof, Vault etc)
Your Microsoft Word and Windows / macOS version, if known
Whether the issue is affecting just you or others in your team
Contacting us outside UK office hours
Our support team operates between 08:00 and 18:00 (UK time) on any UK Business Day. If you email outside these hours, including weekends and UK public holidays, your request will be picked up and responded to as soon as the team is back online.