It's the code printed in your Setup Guide PDF (cover footer and License Summary), and it confirms exactly which template and package you're asking about. Having it ready speeds up your request — but if it doesn't match, your request just gets a quick manual check before we reply, it's never blocked or rejected.

Yes — it identifies your purchase, not your payment details.

Within 1 business day, always within 2 working days, for buyer support. Custom Automation Requests: within 2 working days. General questions: no fixed timeframe, but always a personal reply.

Solo: no direct 1:1 support — but almost every setup question is already answered in your guide's Common Errors & Fixes and Field Mapping Reference sections. Autopilot & Architect: 14 days of direct support, starting from your purchase date (not from when you first contact us). If you're already talking to us when the 14 days end, that conversation continues until it's resolved.

Email is the default — just keep replying by email, and that's a complete path on its own. If you'd rather talk in real time, you can optionally accept a one-time invite to a private live chat. Live chat is simply an add-on for anyone who wants it, never required. There's no phone/voice support — everything is text-based.