Get help from MechCAD support
This page tells you how to reach MechCAD support for AceMoney Studio, AceMoney Cloud, AceMoney Receipts and AceMoney Classic, what to put in your request so we can answer in one go, and how refunds and data deletion work.
Before you write
Most answers are already in these guides: try the search box at the top of the page with the words you see on screen, the FAQ, and the Troubleshooting section at the end of the page for the feature you are using. Each product also has its own troubleshooting page: AceMoney Studio, AceMoney Receipts and AceMoney Classic.
Open a support request
- Go to the support portal (opens in a new tab).
- Choose the request type that fits: Technical support, Report a bug, Licensing and billing questions, Request a refund, Product trial questions, Suggest improvement, Suggest a new feature or Other questions.
- Choose the product, describe the problem (see the checklist below), attach a screenshot if you have one, and send it.
All you need is an e-mail address: the portal creates a customer profile for you, so you can follow your request and reply from the e-mail thread. You can also write to support@mechcad.net. Ideas and suggestions are welcome at feedback@mechcad.net.
What to include in your request
For every product:
- The product and the platform: AceMoney Studio on macOS, Windows or Linux; AceMoney Receipts on iPhone, iPad, Android or the web version; AceMoney Classic on Windows or macOS.
- The app version (see the next section) and, for a computer, the operating system version.
- What you did, what you expected, and what happened, with the exact message the app showed.
- A screenshot, with any bank numbers or personal details covered.
AceMoney Studio
- For a license question: the purchase e-mail and the last four characters of your license key. Never send the whole key; we look the rest up.
- For a purchase on our website: the order reference from your confirmation e-mail.
- For a document problem: what Tools ▸ Check Document… (Document Doctor) reports, and whether a backup exists in Settings ▸ Document.
AceMoney Cloud
- The e-mail address of the AceMoney account you subscribed with, and your order reference.
- Which computers are signed in, and which document does not sync.
- The exact message on the Cloud page, or under Settings ▸ Connections for a bank feed.
AceMoney Receipts
- The e-mail address you sign in with, or your User ID: open More › Settings › Account, tap Show User ID, then Copy in the Your User ID dialog.
- For a purchase problem: whether you bought on the App Store, Google Play or the web version, and the date.
- For pairing problems: the message shown and whether your AceMoney Classic computer is online.
AceMoney Classic
- The licensed name from Help > About….
- For a bank-download problem: the error number (for example 2000 or 15500) and the log file. Tick Enable logging in the download dialog; the log is written to the Windows TEMP folder with a name that starts with AceMoney and the year and month.
- For a “Failed to open document” problem: which computer created the file and whether it still exists.
Find your app version and platform
macOS
In AceMoney Studio, click the About AceMoney Studio button (the i at the top right) or the AceMoney Studio menu, then About AceMoney Studio. The version also appears as Installed under Settings ▸ Software Update. Include your macOS version from the Apple menu, About This Mac.
Windows
In AceMoney Studio, click the About AceMoney Studio button at the top right, or read Installed under Settings ▸ Software Update. In AceMoney Classic, open Help > About…, which shows the version and the licensed name. Include your Windows version from Settings › System › About.
Linux
In AceMoney Studio, click the About AceMoney Studio button at the top right. Include your distribution and its version.
iOS (iPhone and iPad)
AceMoney Receipts has no version screen of its own. Open the iPhone’s Settings app, tap General, then iPhone Storage (or iPad Storage), then AceMoney Receipts; the version is shown under the app name.
Android
Open Android’s Settings, tap Apps, then AceMoney Receipts; the version is at the bottom of the app’s info page.
Web
Tell us the browser you use and that you are on the web version. There is no version number to look up.
Replies to your request
Replies come from the portal’s e-mail address, so check your spam folder if you do not see one. You can also sign in to the portal to see the status of your request.
Refunds
Where you bought decides who can refund.
- App Store (Receipts Pro): Apple decides under its own rules. Use Apple’s Report a Problem page (reportaproblem.apple.com) or the App Store’s purchase history. MechCAD cannot issue, see or speed up store refunds.
- Google Play (Receipts Pro): Google decides under the Google Play refund policy. Ask through Google Play.
- Our website (the AceMoney Studio license): open a Request a refund request on the portal with your order reference and the purchase e-mail. After a refund the license is withdrawn; an activated computer keeps working for 30 days and then returns to the Free version with all your data intact.
- Our website (AceMoney Cloud, or Receipts Pro bought in the web version of AceMoney Receipts): manage or cancel AceMoney Cloud on the website’s Existing customers page with Manage my subscription (see Manage or cancel your AceMoney Cloud subscription). For Receipts Pro bought in the web version, use the link in your checkout receipt e-mail, or open a Licensing and billing questions request. For a refund of either, open a Licensing and billing questions request with your order reference.
Cancelling a subscription is not a refund: you keep the plan until the end of the paid period. See Choose a plan and understand your license.
Delete your data
Two things can hold data for you on our side: your AceMoney account, which AceMoney Receipts and AceMoney Cloud share, and an AceMoney Cloud synced copy.
- From AceMoney Studio: open Settings ▸ Account, click Delete account…, confirm with your password, and click Delete account. This deletes your AceMoney account and the data stored for it on our servers, including your AceMoney Cloud synced copy and anything in AceMoney Receipts that uses the same account. It does not cancel an AceMoney Cloud subscription, so cancel that first. The documents on your computer are not deleted.
- From AceMoney Receipts: open More › Settings › Account, tap Delete Account and confirm DELETE FOREVER. This is immediate and permanent. It does not cancel a store subscription; cancel that with the App Store or Google Play as well.
- By web form: open the data-deletion request page. Put “Data Deletion Request – AceMoney Receipts” in the subject, give the e-mail address you sign in with or your User ID (Settings › Account › Show User ID), and say whether you want your data deleted or your data and your account. Receipt photos, expense records, PDFs and subscription history are all covered. Requests are processed within 30 days and confirmed by e-mail; deletion cannot be undone.
A Studio document or an AceMoney Classic data file is on your own computer, so deleting it is deleting the file. Other privacy requests, such as a copy of your data, go to support@mechcad.net. See Know what stays on your device and what we store.
Stay safe when you write to us
- Never send a password, a whole license key, a recovery code or a full bank account number. We never ask for them.
- Cover card and account numbers on screenshots.
- If we need a Studio document or an AceMoney Classic data file to reproduce a problem, we will say so and tell you how to send it; do not attach it unasked.
- Watch out for other websites offering “registered” copies of AceMoney: downloads come only from mechcad.net and the app stores.
Common questions
Is there phone support?
Support is handled through the portal and e-mail, which lets us look at screenshots and logs and keep a record you can return to.
I lost my AceMoney Studio license key
Open a Licensing and billing questions request from the e-mail address you bought with. We find the order and send the key again; check your spam folder for the original order e-mail first.
I lost my AceMoney Classic serial number
Check your spam folder for the original e-mail, then open a request with the e-mail address you ordered with and the licensed name. License records for AceMoney Classic are kept, so we can look it up.
Do you still support AceMoney Classic?
Yes. AceMoney Classic is no longer sold, but activation, downloads and how-to questions are supported, and updates continue as published. See AceMoney Classic support status.
Can support see my receipts or my finances?
Receipts are stored in your account so the app can work across your devices; if a problem is about a specific receipt, tell us which one and whether we may look at it. A Studio document stays on your computer, and an AceMoney Cloud synced copy is end-to-end encrypted, so we cannot read your finances.
Where do I send feature ideas?
E-mail feedback@mechcad.net, or open a Suggest a new feature or Suggest improvement request on the portal.
The app’s own help link opens an older page
Help & User Guide under Settings › About in AceMoney Receipts opens the earlier guide on our website. These pages are the current guides; the app link will be updated with a future release.
Troubleshooting
- No reply to my request. Replies come from the portal’s e-mail address; check your spam folder. You can also sign in to the portal to see your requests and their status.
- I cannot find my version in AceMoney Receipts. The app has no version screen. Use your phone’s own Settings app as described above.
- Studio’s “Contact support” link opens my e-mail program. The link on licensing errors writes to support@mechcad.net. Send the message, or open a Licensing and billing questions request on the portal instead.
- The portal asks me to sign in. It uses the e-mail address you gave on your first request; use “Forgot password” on the portal if you set a password and lost it. A new request needs only an e-mail address.
- The refund I asked Apple or Google for was declined. Store refunds are decided by the store under its rules. MechCAD cannot overturn them or issue a separate refund for a store purchase.