Support
Questions about scanning, licences or buying for a team: we answer every email, usually within one business day.
Email support
Write to [email protected]. Say which version you run (Help ▸ About) and, for a problem, attach the log: Help ▸ Open the log folder. The log never contains passwords or keys.
Sales and invoices
Quotes, invoices, purchase orders, more than five users, or a security questionnaire: email us with what you need.
Lost your licence key?
Email us from the address you bought with, or include your PayPal receipt, and we will send it again.
Common questions
A device does not answer SNMP
Check that SNMP is enabled on it, that the community or SNMPv3 user matches one of your saved credentials, and that an access list or firewall allows your computer. Devices that were seen as neighbours but never answered are listed under Needs attention.
A device answers but shows no neighbours or ports
Its SNMP view is probably restricted. SubnetSleuth flags these under Needs attention; ask for a read-only view that includes the bridge, LLDP and interface tables.
A platform connection fails
Use Test in Connections and credentials: the message says what the platform answered, and each source lists the read-only access it needs. Most failures are an API key without read access to the organisation, or an address that resolves differently from your computer.
Windows says the app is unrecognised
SmartScreen warns about new downloads until they have built up a reputation. Check the file's SHA-256 against the download page, then choose More info ▸ Run anyway.
Moving a licence to a new computer
Paste the same key on the new computer. A licence covers one user on up to three computers; remove it from an old one with Help ▸ Licence ▸ Remove licence.