Contact via e-mail

Updated Nov 23, 2013

To prevent spam, e-mail addresses at supermemo.com change every year. All addresses have a form NameYEAR@supermemo.org. For example, to write to dummyYEAR@ in the year 2014, use dummy2014@supermemo.org. If you do not receive a timely response, please resend your mail or read FAQs below!

Choose from the addresses listed below. Choosing the right address will speed up solving your problem.  

FAQ

We never spam our customers!
We process most of e-mail messages within a business day
What if you do not get a response to your inquiry
E-mail inquiry not responded to
 Reasons for delay in receiving a response
Timing of composite responses may vary
Spammers are the root cause of multiple confusions related to mail communication
Problems with decoding the correct address
 Why are you ignoring me?
 Support over the phone

We process most of e-mail messages within a business day
(Kenjin1998, UK, Sun, Jun 24, 2001 18:53)
Question:
I have been waiting quite long for your reply to my order inquiry
Answer:
We try to respond to all inquiries within a business day. If we are unable to respond to difficult technical questions, we try to notify you that a case has been opened. Occasionally e-mail gets lost, misrouted or cut off by spam filters. In addition, our responses often come back due to various delivery problems. If you do not receive any feedback within a couple of days, write again and make sure your return address is specified correctly

What if you do not get a response to your inquiry?
(Desmond Sin, Tuesday, October 30, 2001 8:45 PM )
Question:
Some time ago I sent an e-mail to xxx @ supermemo.org enquiring when a version fully adapted to Windows 2000 will be available. This is the sort of routine enquiry that I usually get a prompt reply. Yet, I have yet to hear anything from you. If I can't get a prompt reply to such a simple question, how can you expect me or anyone else for that matter to have any confidence in your products/services?
Answer:
The most likely explanation for the lack of response is that e-mail has not reached us. This happens quite often. We estimate that one in 200-400 messages does not arrive at all (estimation based on forked forward arrival statistics, i.e. cases where the same message arrives at one forward but does not arrive at another). Other messages may occasionally get lost in flood of spam, or be forwarded to a wrong person. If you do not receive a reply to a basic inquiry within a couple of days, resend your message

Why are you ignoring me?
(Simon Jacques, Tajikistan, Wednesday, January 22, 2003 1:52 AM)
Question:
I have sent 3 e-mails to you. Two to sales and one to support. I offered to fax my credit card charges to you as proof that you charged me too much. Each time I received a message back saying that I had sent the email to an address that is no longer used because of spamming. This is not true. I believe your company is ignoring me because it does not want to deal with this problem. You were very helpful before I bought your product!
Answer:

  1. All complaints are treated with highest attention. While customers who ask about products are gently directed to web pages which answer their questions, customers with grave complaints are dealt with immediately and assisted until the successful resolution of their complaint. In other words, the priorities are exactly the opposite. Having paid for the product you deserve this additional attention and support 
  2. Current e-mail addresses are listed at this page (above). If you receive a message about removed accounts, all you need to do is to resend your message to an existing account. Rarely, messages do get lost. In such cases resending them or sending to more than one account resolves the issue 
  3. This response will be posted on public FAQ pages at supermemo.com to reduce chances anyone else comes to similar conclusions. The message archive indicates that you have raised 45 independent problems of which only 4 have not been responded to (some messages might be classified as "suggestions" and considered as requiring no response). 
  4. Your overcharge question will be dealt with promptly. In the last decade, we have had only 5-7 wrong charge cases due to clerical errors and all have been resolved promptly
  5. As of 2012, all charges are handled by PayPal and clerical/software errors are even less likely

We never spam our customers!
(Jiri, Czech Republic, Sat, Jun 23, 2001 16:33)
Question:
Why don't I receive any updates or newsletters from SuperMemo World?
Answer:
The policy is to inform customers about most important developments via the News section. We reserve the use of the customer e-mail database for only the most important events such as a discovery of a dangerous bug or other events that might require immediate attention. Until now, we have not used the mass mailer utility even once

Support over the phone
(Tim Elston, Thu, Jun 27, 2002 1:51)
Question:
Do you offer telephone support? I’m willing to pay extra
Answer:
All support is free. We do not provide support over phone in English for the following reasons: 

  1. support via e-mail makes it possible to automatically build rich FAQ documentation. All issues resolved benefit many users
  2. dispersion: different versions are developed and supported in different countries. Individual questions are routed across the globe
  3. cost: we have a very small technical team; problems need to be sorted and escalated by technical difficulty
  4. time-zone and working hours problems

(G.E., Hungary, Feb 5, 2001)
Question:
Two years ago I wrote to SuperMemo with request for information about "Money in the link". Until today I have not received any response ...
Answer:
 We do respond to all e-mail relevant to SuperMemo! Occasionally some pieces are lost in the flood of spam. Spammers scan websites to collect e-mail addresses and ultimately all support addresses we publish on the net get heavily spammed. At other times, a message gets forwarded a few times until someone in the chain mistakenly classifies it as handled. Rarely, messages get lost due to forward errors and other mishaps. If you do not receive a response within 3-4 days, resend your request!
Important! Make sure your return address is correct. When we cannot deliver registration data upon an order, we may need to resort to calling the customer whose address is wrong. However, we never go to that length on lower-priority support mail

Reasons for delay in receiving a response
(Lisa Yim , Friday, March 21, 2003 4:22 PM)
Question:
I've e-mailed SuperMemo with several questions over the week and have never gotten a response.
Answer:
Please consider the following factors: 

If you do not get a response within a couple of days, resend your question. If you still get no response, see if your return address is correct or inquire at your ISP (e.g. about temporary mail queue flush out problems, forking forwards, etc.). If you are sure your mail account works ok, see e-mail contacts page (above) and resend your mail. In your particular case, only one mail arrived at shop(AT)supermemo(.)com with a request for download instructions. These have been sent on the next day

Timing of composite responses may vary
(anatoliy.lipatov, Austria, Wednesday, August 21, 2002 1:28 PM)
Question:
Thank you for you reply. Unfortunately, it contains answers not all and not to the most important questions. Actually, I sent my questions to another address more than a week ago, and got no response at all
Answer:
Occasionally mail gets lost and you will get no response at all. In such cases, please resend your mail. We do try to respond to all pieces as long as these are related to SuperMemo. You will often receive partial responses as your individual questions are routed to the person responsible for a given subject. Thus your questions about payment, technical issues, learning material, or study techniques will arrive in separate pieces of mail at varying times. Technical questions that may require additional research take longest

E-mail inquiry not responded to
(Harald Müller, Wednesday, February 27, 2002 7:28 PM)
Question:
I sent an inquiry about payment methods and received no response in two weeks
Answer:
 Some pieces of mail do get lost. In retrospect, it is often difficult to track if the reason was a human error or if there was a delivery error. In similar circumstances, do not hesitate to resend. We try to answer all mail. Some complex support questions may take longer. In such circumstances, we try to send a reassurance that the problem is being worked on

Problems with decoding the correct address
(PD, Jun 19, 2004, 13:20:43)
Question:
When I try to send mail to 'bugYEAR(AT)supermemo(.)com' typed in exactly as shown with brackets and spacing, it is not available
Answer:
You need to replace "YEAR" with the current year, "(AT)" with "@" and "(.)" with "." The address is intentionally left invalid to confound e-mail spammers. We apologize for this inconvenience

Spammers are the root cause of multiple confusions related to mail communication
(Tom Grandgent, Thursday, September 23, 2004 5:02 PM)
Question:
I sent a message to bugYEAR(AT)supermemo.com, the address listed for tech support in order emails and on the contact web page. I got a message back with subject "Deleting message due to invalid address at SuperMemo Website". The list of cancelled email addresses in that message did not include bugYEAR(AT)supermemo.com, so I am confused as to why my message was deleted
Answer:
You used the correct address. Your message has arrived. The most likely reason for receiving the delete notification is that you sent another e-mail to a mis-spelled address or that you cc-ed your e-mail using a mis-spelled address. In some cases, the problem is also caused by spammers. Spammers may use false return addresses to generate their messages. At times, you will receive a message from spammers with supermemo's return address, or spammers will send a message to us with your return address. If they happen to use a non-existing address, you will receive a delete notification. If they happen to hit an auto-responder, you may receive a very confusing message from supermemo.com server such as "thank you for registering SuperMemo" or "thank you for submitting a bug report", etc. Nevertheless, if you happen to receive a delete notification, it is still recommended to resend your original mail to a legitimate address