Support

One address, and a person reads it: support@preface.press. Preface is made and sold by Enlomi LLC, in California.

Writing to us

Say which computer you are on — a Mac or a Windows PC — what you were doing, and what happened instead. If Preface showed you an error, include it word for word: it usually says more than a description of it does.

You do not need an account, a ticket number or a license to write. Somebody deciding whether to buy Preface gets the same answer as somebody who has bought it.

We answer everything that arrives, and it is a small company rather than a support desk: usually the same day, sometimes the next. If several days go by in silence, send it again rather than waiting. Mail does go astray, and silence here is a fault rather than a decision.

Please do not send us your manuscript unless we have asked for it. Most faults can be found from what you tell us, and your book is yours — Preface is built so that it never reaches us, and support is not the exception. If we do need to see a file, we will say so and say why. Privacy lists everything we hold.

Your license key

You cannot find it

Look for an email from keys@preface.press, subject Your Preface license, sent when you bought it. The key itself starts with PRFC1. — which is the most reliable thing to search your mail for, including in the spam folder.

If it is not there, write to us from the address you bought with and we will send it again. That is the whole procedure. There is nothing to prove and no fee.

Entering it

Open Preface, go to Publish, and paste the key into the License panel there. Spaces and line breaks do not matter — a key your mail client has wrapped across two lines is the same key. It is checked on your own computer, so it works with no network at all.

A new computer

A license is for three computers at once, and the License panel lists them — Computers (2 of 3) — with a Retire button beside each one that is not the computer you are sitting at. Retiring frees that place at once, and entering the key there again puts it back.

A fourth computer is not locked out. Preface will tell you the license was full, and either that it has taken the place of the computer you had used longest — which it will do once every ninety days — or that this one is not being counted, in which case retire a computer from the list to put it right. In neither case does it refuse to export your book.

If every computer on a license is gone — lost, dead, sold with the machine — write to us and we will clear the list.

The payment

Preface is sold through Link, Stripe's payment service, which is the merchant of record for the sale. Three consequences are worth knowing before you write to the wrong one of us.

Your receipt comes from Link, separately from the key, and so does a second receipt if you are ever refunded. The email carrying your key is from us, and it is not a receipt.
The charge on your statement says LINK.COM, not Preface and not Enlomi. An unfamiliar charge is probably this one.
Your card details never reach us. We cannot see them, change them, or find a payment by them.

So questions about the payment itself — the receipt, the tax on it, the card — are best put to Link's support, who can actually answer them. Ask us and we will mostly forward you there. Anything about the license is ours.

A refund

Thirty days, no reason needed, and we will not argue about it. Write to us from the address you bought with, or ask Link directly — either works, and Link processes it either way. How refunds work says what happens to your key afterwards.

What we cannot do

We cannot edit, proofread or design your book, and we are not the right people to ask what to charge for it or where to sell it. What we can tell you is exactly what Preface will make of a manuscript — and we would much rather be asked that before you buy than after.

Pages that answer the common questions

Questions and answers — what comes through from Word, the fonts, the printers, what the license covers.
Download — installing it, and what an unlicensed copy will and will not do.
Terms — what you are buying, and who you are buying it from.
Privacy — what Preface sends us, which is less than you would expect.