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Frequently Asked Questions

Who do I contact if Definely doesn’t work?

On the rare occasion Definely doesn’t work, e.g not detecting a defined term or cross-reference, our support team are here to help. Get in touch via support@definely.com and include as much information about the issue as you can and they’ll get back to you in a jiffy.

What training options are available?

When you download our products you'll receive exclusive access to our support hub which includes on-demand training videos, step-by-step guides and quick reference sheets.

If you're considering running a pilot with us, you and your team will benefit from tailored onboarding and live training sessions with our experts. Speak to our team today to find out more.

How do I upgrade my plan or buy additional Definely products?

You can upgrade your existing plan or buy additional Definely products in the licence manager section of your account - simply edit the user and select the product or plan you wish.

My IT department has questions, who do I reach out to?

If you require your IT department to arrange for deployment and installation of Definely’s products, you may be better suited to discuss one of our enterprise plans. We offer customised pilots for customers considering an enterprise licence, speak to our team today to find out more.

I found a bug! What should I do?

On the rare occasion you encounter a bug with Definely we’d be grateful if you could generate a bug report so we can put our top engineers on it straight away.

To generate a bug report, go to the Definely Ribbon and select the “Help” drop-down button. Then select “Bug Report” and save this to your local drive. Please then email the bug report from the email address your Definely account is registered with to support@definely.com.

How do I view my licences and products?

You are able to see all active and unused licences as well as the Definely products currently in use directly from the licence manager section of your account.

How do I make a feature request?

We love to hear your ideas for new features! You can submit suggestions via our contact page or if you’re an enterprise customer, your dedicated success manager can log a feature request for you, simply drop them an email.

How do I install Definely’s products?

Installing Definely is quick and easy! Once you’ve signed up or logged into your account, simply select the product you want to trial or buy and the download should begin immediately.

Once the download is complete, follow the install wizard on your device and you’ll be up and running in minutes.

P.s we recommend checking if your systems meet our hardware, software and other system requirements before downloading - which you can check out here.

How do I add additional licences or users?

New licences can be added at any time from the licence manager section of your account or by purchasing a new licence directly from our website.

How do I access my account?

Accessing your account is easy. Simply click sign in and enter your email address you registered with. We’ll send a secure access code to your email, enter the code and you’re in!

We’d love to hear from you!

Frequently Asked Questions