Contacting Customer Support

Contents

Finding your Word version Finding your Windows Version How to access and send log files How to open your browser’s developer console

You can contact our customer support in two ways:

Send an email to support@writefull.com

Go to www.writefull.com and click the chat option in the bottom-left corner of the screen

Depending on your specific issue, Writefull customer support may ask for things from you, to help us investigate the problem.

The simplest of these is the version of your software. This could be:

Writefull for Word/Overleaf version

Word version (32 or 64-bit)

Operating system version (32 or 64-bit

Finding your Word version

Customer support may ask for your version of Microsoft Word. Follow these steps to see which version you are using. Please include the 32-bit or 64-bit information, too.

Windows: To find your version of Word, click File > Account > About Word

Mac: When using macOS, simply navigate to the top of the screen. At the top of the screen, click Word > About Microsoft Word

How to open the About Microsoft Word Menu

After clicking the About Microsoft Word Menu, we can see our version

Finding your Windows Version

To find your windows version, go to Settings > System > About

How to access and send log files

To help assist us with install related problems, we may require log files. These are text files that record any problems with a program or the installation of a program.

To send these, just copy and paste the log address from the customer support message into the Windows explorer bar, hit enter and then select the log.

How to open your browser’s developer console

If you have a problem that is browser-based, such as a problem within Writefull for Overleaf, our customer support may ask for a screenshot of your browser’s developer console. The video below will show you how to do this when using Chrome.

Google Chrome

To open the developer console in Google Chrome, open the Chrome Menu in the upper-right-hand corner of the browser window and select More Tools > Developer Tools.

Open DevTools

In DevTools, click the Console tab

Reload the Overleaf page

Take a screenshot of the DevTools Console tab

Safari

Before you can access the developer console in Safari, you first need to enable the Developer Menu. To do that, go into Safari's preferences (Safari Menu > Preferences) and select the Advanced Tab.

Once that menu is enabled, you will find the developer console by clicking on Develop > Show Javascript Console. You can also use the shortcut Option + ⌘ + C.