Software support

We design our software to work effectively and be easy to use. However, we recognise that sometimes things can go wrong, so we provide a range of videos, written instructions and training courses to help users.

If you have a problem with the software take a look at the support pages for your software for:

  • The Frequently Asked Questions (FAQs) under our support Support Section may well have an answer for you
  • The manuals (which are also incorporated into Help in the software) are also available to download.
  • Videos explain how to carry our many tasks
  • Miscellaneous support documents

If you can not find the answer to the issue, you can contact us: 

  • By email: 
  • By phone: 01275 390 533

However you contact us, please tell us the following:
   Your name
   You company
   The software product and version that you are using
   The nature of the problem that you are having

We will acknowledge all enquiries as follows:
   Via web page: automatic email upon receipt of enquiry
   Via email: automatic email upon receipt of enquiry
   Via phone: email or contact same day if before 4pm

We aim to respond to all queries as soon as we can and try to resolve issues within 1 working day (we are open 9am-5pm Monday to Thursday and 9am-4pm Friday). We may ask you for further information to help address the issue. We give highest priority to activation of licences, issues that are due to our software not functioning as it should and to problems with EPC lodgements.

Most users have no problems with EPC lodgement but when problems do arise they can sometimes take time to resolve. This is because EPC lodgement issues are rarely due to our software; they are more likely to be associated with accreditation, insurance or internet issues. We recognise the importance of smooth lodgement processes and will do our best to rectify them as quickly as possible but many lodgement issues are due to errors in the assessor’s details and are not strictly the responsibility of BuildDesk Ltd.