Support

Support is by email. The address will be published on this page when Niceshot starts selling licences, which is also when the first build will be available to download.

There is no telephone line and no live chat, and there is no promised reply time. Niceshot is a small operation rather than a call centre, and saying so plainly is better than implying a response time that cannot be kept.

A few things answer most of the questions that arrive, and they are worth a minute first:

• Niceshot Optimisation is for Windows 10 and Windows 11 on x64 PCs.
• Some changes only take effect after a restart. The application says when a restart is needed, at the point it is needed.
• Changes can be put back. The Restore page in the application keeps a record of what was changed, and can put back the changes made in a session.

If activation is the problem, the licence section below is the place to look first.

A message with these in it can usually be answered in one reply rather than three:

• The last five characters of your licence key, which identify the licence without revealing it.
• Which version of Windows you are running, and whether it is 64-bit.
• What you did, what you expected to happen, and what happened instead.
• The wording of any message the application showed, as it appeared.
• A screenshot, where the problem is something you can see.

A licence is activated on a machine. Most licence questions are one of these:

My licence won't activate

Check the key first: that the whole of it was copied, and that it is the one from your order rather than an older one. If the licence is already active on as many machines as it allows, deactivate the machine you are no longer using, if you still can. If it still will not activate, get in touch. If the application says the licence is suspended, that is not something you can change from your side, so get in touch.

Moving to another machine

Deactivate the licence on the machine you are leaving first, which releases the seat. There is a control for it in the application. Then activate on the new machine.

The old machine is gone

If a machine failed, or was replaced, or its hardware changed enough that the application sees a different machine, get in touch and we'll help you recover access to the licence.

A lost key

The key itself is not stored, so it cannot be looked up and sent again. The last five characters of the key and the email address the licence was bought with are enough to identify the licence.

The licence has expired

A licence runs for the period it was bought for, and renews automatically at the end of it until you cancel. A licence that has stopped therefore means the subscription was cancelled, or a renewal payment did not go through. Get in touch and we will check which it was.

Support covers the software: installing it, activating a licence, a page of the application not behaving as it should, and a change that did not do what it was meant to.

It does not cover the machine itself. Problems with hardware, with Windows, with a driver or with another application are not something Niceshot can fix, and support will say so rather than guess.

The custom optimisation service, which is work done on a machine by hand, is not open and is not part of support.

• No response time is promised, and no telephone or live chat support is offered.
• No performance figure is promised, before or after a purchase. The software does not benchmark, and it does not measure frame rate or latency, so no reply from support will quote one.
• No fix is promised for a machine Niceshot does not run on. It is made for x64 PCs running Windows 10 or Windows 11, and support cannot change that.
• No work is done directly on a customer machine. Support answers questions and fixes software, and nothing else.

A problem with the software is worth reporting even where there is a way around it, because that is how it stops being a problem.

Reports go to the same place as any other support question, with the details listed above.

If support has not put something right, say so and ask for it to be looked at again. A complaint is not an inconvenience, and it will not be treated as one.

Your statutory rights are not affected by anything on this page, and a complaint is not a substitute for them.