1. How to reach support
Send a support request from your account, or email [email protected]. Please include your licence number (CVP2-######) if you have one, the ClearView Pro version (Settings → About), what you were doing, and the exact message you saw.
2. Who receives support
- Licensed customers during their 12 months of updates and support, and during any renewal.
- Evaluation users for questions about installing, importing and evaluating, on a reasonable-efforts basis.
- After updates and support end, we still help with licence activation and moving a licence to another computer.
3. When we reply
Support is provided on UK working days (Monday to Friday, excluding bank holidays in England). We aim to reply within 2 working days. Licence numbers and licence files are normally sent within 1 working day of payment or of a valid activation request. Requests from Practice and Firm customers are answered first. These are targets, not guarantees; when we are away, an automatic reply says when we will be back.
4. What support covers
- installing, updating and starting ClearView Pro;
- licence activation, evaluation questions and moving computer;
- importing from Xero, QuickBooks Online and ClearView templates, and account mapping;
- reports, report packs and exports;
- backups and restoring;
- faults that can be reproduced in the current release, or in the release your licence covers.
5. What support does not cover
Support does not provide accounting, tax, audit, legal or investment advice, does not review or sign off a client's figures, and cannot fix problems in the source accounting system. See the Professional-use Disclaimer.
6. Information you send us
Please do not send passwords, recovery keys or client files. If we ask for a diagnostics file (Settings → About → Export diagnostics…), read it before you send it: it contains no client names, accounts or figures. Support emails and diagnostics files are handled as described in the Privacy Notice.
7. Versions
We may ask you to install the latest release your licence covers before investigating a fault. Every release stays on the downloads page.
8. Your backups
We cannot recover data that was never backed up or was lost outside ClearView Pro. Keep backups as described in Data & Backup.
Last updated: 17 October 2026.