Need Help?

If you need support for your Omni product, click the product name on the left. You'll find product-specific FAQs, manuals, forums, discussion lists, contact information, and more.

1. How do I contact the Omni Group for support?

   Boy, have you come to the right place! This page contains lot of information about the various options available to you. For most of our applications, detailed information is available on the support pages specific to each product. You can use the navigation bar at the top of this page to visit the appropriate section. If you'd like to contact us please use the Send Feedback menu item under the Help menu of all of our applications or visit the appropriate support section for the email address to use. 

   If you're still not sure, just send to support@omnigroup.com and we'll be happy to help. Folks sometimes ask whether we want one email with lots of items, or lots of emails with one item each. We have a slight preference for the latter, but realistically, we'll take your feedback however you'd like to send it; you're doing us a favor, after all!

   Weekdays from 10am to 5pm Pacific time, you can also get phone support by dialing 800 315-6664 or +1 206-523-4152 and choosing the Support option when the nice robo-person asks what extension you'd like. (You can also press "0" if you'd prefer to bypass SkyNet and speak to a soul-bearing entity.)

2. Does the Omni Group offer educational pricing?

   Yes! We offer discounts to the staff, faculty, and students of accredited educational organizations. Visit our Educational Store to make a purchase or for current pricing information. We are unable to offer discounted pricing to other non-profit groups at this time.

   https://store.omnigroup.com/edu
   

3. Guidelines for good bug reporting

   Useful information to include:

   The version of Mac OS X that you are running, as well as any updates that have been applied (such as Security or Java updates).

   The version of the application that you are using if you did not use 'Send Feedback' to generate your message. This can be found by choosing 'About ' from the Application menu.

   A good description of the problem you are seeing – what happens versus what you'd expect to have happen or what happened in previous version of the software.

   Make note of any third-party 'haxies' that you have installed. Some examples are Fruit Menu and Window Shade X, or contextual menu enhancements such as those provided with applications like FileXaminer and Xray.

   When describing cosmetic issues or anything else visual it can help if you include a screenshot that shows what you are seeing. You can use command-shift-3 to take a screenshot, the image should appear on your desktop (look for a file whose name starts with "Picture"). If you attach it to the email you send us, it'll be very helpful. Thanks very much!

4. How Do I Retrieve My License?

   If you purchased the application using our online store just visit the Lost Licenses page and enter the information that page asks for. If we can locate it in our database, we'll send your license code to you ASAP.

   If you purchased the application at retail and registered the product using our Application Registration form, the Lost Licenses page should also be able to provide you with your license code. Otherwise, please contact our sales department for further assistance.

5. I purchased an application from The Omni Group at retail. How do I register the application?

   Registering your Omni application purchased at retail or that came bundled with your computer is easy! Just visit our Application Registration form. Registering ensures that we are able to provide you with future upgrades, and also enables us to remind you of your license code should you misplace it.

6. Where can I find answers about The Omni Group’s online store or the purchasing process?

   If you send email to sales@omnigroup.com, we'll be happy to help! If at all possible, you'll want to include your order number (look at the order confirmation email we sent you) in the email you send. If you haven't ordered yet, don't worry; just send your question and we'll be happy to help.

7. I sent in a question/bug report/feature request via email. How soon can I expect to get a response?

   We do our best to respond to all queries by the end of the following business day at the latest; we often respond more quickly than that, and sometimes it takes us a bit longer. Our first priority will always to be to respond to mail from folks that have purchased a license for one of our applications.

   When we make a new application (or a new update to an existing application) available for folks to try out, we tend to get much more email than we do at other points of the year. During those high-demand periods, we will respond to as much email as we possibly can, but we can't promise to respond to every message for those specific versions of our software. Rest assured that we do read all email, for all products, and while we may not be able to answer your question directly we do keep track of all user requests and bug reports.

8. The license code I received isn’t working! What do I do?

   Try entering the code again, double-checking that the License Owner information (including any [EDUCATIONAL LICENSE] text) and the License Code are exactly correct, with no spaces, tabs, or other characters added to either end. Next, double check that you're not trying to enter an OmniWeb code into OmniOutliner, for instance, or an OmniGraffle Pro code into OmniGraffle Standard. If those don't work, send email to sales@omnigroup.com and we'll be happy to be of assistance.

9. Does The Omni Group work with resellers?

   Yes, please send email to sales@omnigroup.com, and the appropriate folks here will get in touch with you.

10. I’ve forgotten the password for my account on the Sync Server; how can I reset it?

    If you still have access to the email address you tied to your sync server account, enter it in the lower left of this page, then click the “Lost your password?” link to choose a new password.

11. Can I get real-time status updates for the Sync Server?

    Sure can! We created a Twitter account for Sync Server news and updates. Follow or bookmark @OmniSyncServer for the fastest updates.

12. I need to reset the password on my account, but I don’t have access to the email address I set it up

    Just send a message to sync@omnigroup.com and we’ll be happy to assist. (It’s helpful if you can tell us what the old address was, even if you can’t access it any more.)

13. How much does this cost?

    We make accounts available to our customers at no charge. One of the things we’ve learned since starting this project is that we don’t need to charge anything to keep the server up and running.

    We may add additional features at some point in the future that may require a subscription, but the new features will be optional. You’ll be able to continue use our server in the same way you are right now at no charge.

14. Is this thing going to blow up and eat my data?

    We’ll make every effort to prevent that from happening, and it hasn’t happened yet, but it is a possibility.

    In case it helps: if something does ever happen, nobody knows more about how our applications work than the folks that run this server. :-)

15. How is my data protected? How private is it?

    We value your privacy. Communication to and from the server is encrypted using a secure HTTPS connection, just like the traffic between your computer and your online banking website. Additionally, the server is covered by all the security measures that we have in place to protect our online store.

    We do preserve our ability to examine the data directly on the server, but we’ll only do so when it’s necessary to solve a problem, and we’ll get the account holders’ permission before doing so if possible. (If someone is misusing the server, that’s a different matter.)

    However, if you do want maximum privacy for your data, you’ll want to use a server you control rather than iCloud, Dropbox, or any other server that someone else runs for you.