Support and subscription help

What to include

Send a short description of what happened, your device and browser, the approximate time, the project name or ID, and the exact visible error. A screenshot of the error can help if it contains no customer-confidential information. Mention whether work is blocked or a workaround is available.

Do not send a password, sign-in code, Stripe secret, card number or confidential drawing by email. We will first discuss whether any private file is needed and how it should be shared. Email support responds within two business days, defined as Monday through Friday in the America/New_York time zone. This is a response commitment, not a guaranteed resolution deadline or continuous staffed service.

Trial, cancellation and payment trouble

Open the workspace subscription panel to refresh verified access and read the displayed trial or current-period end. Use “Cancel future renewals” and verify the returned cancellation status. Cancel before the trial ends to avoid conversion; cancellation of a paid period preserves that verified period.

If checkout is incomplete, continue that account’s existing checkout or refresh its status. If an existing subscription needs attention, ask for help instead of creating another account or assuming another checkout will replace it. Cancellation does not settle an outstanding invoice. A checkout return URL alone is not payment confirmation.

Processing may pause when Stripe verification fails, while owned saved projects remain readable. Contact us if a request reports an uncertain billing operation; do not repeatedly submit payment attempts. The pilot accepts test information only.

Plan reading or quantity trouble

Reading can wait while SteadyForth’s private Mac worker is offline or busy. Check the actual queued, running or failed status before retrying. A page with partial coverage still needs source review. You can review the saved PDF and continue manual measurement when reading is unavailable.

The reading limits are 10 new page-reading records per account per UTC day, 10 pages queued or processing at once, and 500 saved page-reading records total per account, including failed and historical records. Waiting does not reset the 500-record limit. If that saved-reading limit is reached, contact SteadyForth for saved-reading and storage review. A support request does not promise record deletion or a limit increase.

For a HOLD quantity, check the listed missing scale references, geometry, room/finish assignment, height, opening deductions and source scope. Unknown values should remain blank and flagged. Door assumptions apply only without a reviewed scaled drawing for that view and remain estimated. A photograph does not resolve an unknown measurement by itself.

Data removal, feedback and refunds

We keep plans until the customer requests deletion. To request project, photo, feedback or account-data removal, identify the record and scope. We verify ownership before arranging deletion; the pilot has no self-service deletion button or automatic retention deadline. Cancellation is separate from a removal request. Necessary billing/accounting and original-trial records are separate from plan deletion. Provider records and recovery copies need separate handling, so do not assume immediate complete erasure.

To withdraw a published review, include the visible display name and message so we can identify the submission. Private feedback is not published without publication consent and owner approval.

No real TEST charge is made. The owner-selected launch draft offers a refund when requested within seven calendar days of the first monthly charge. Email Tj@steadyforthllc.com with an account or invoice reference; support verifies the first-charge and request dates before processing. Refunds are not automatic, and this offer does not promise refunds for later renewal charges or limit applicable customer rights. This policy is prepared for the future paid subscription; current billing remains in TEST mode.

Keep a copy of your work

Keep your original plans. While TEST access is active, export the quantities and audit records you need and store your own copies. After access ends, saved owned records remain readable, while new quantity calculation and export require verified access. A later Mac installer is unavailable; do not download an unsigned owner preview as the customer app.

Contact SteadyForth LLC

Tj@steadyforthllc.com

Include the question or relevant project ID. Please leave passwords, verification codes, card details and confidential attachments out of email.