Support by email
If you have any problems that are not answered on our support pages, then please email us at support@mythic-beasts.com.
Emails will receive an automated acknowledgement within 10 minutes, and a human response within one working day.
If your enquiry is time sensitive, please include the word "URGENT" in the subject line, and we will endeavour to respond to it quickly.
Help us to help you
Please help us by providing your customer number when contacting us. This can be found on any invoice.
If you need to send us more information about the same issue, please reply to the automated acknowledgement, or a previous email so that your comments are automatically filed onto the same ticket.
If you need to contact us about a different issue, please send a new email to us, so that a new ticket number is allocated.
AI/LLM policy
Our support is provided exclusively by humans as we believe that this offers the best possible service. We do not provide virtual assistants or chatbots, and we do not use Large Language Models (LLMs) to generate responses. In return, we ask that you do not use LLMs to generate support queries as these can easily overwhelm our finite support capacity, and we reserve the right to reject queries that we believe LLMs have made more time consuming.
Telephone support
We don't provide support by telephone. By keeping everything in email we keep a clear record of everything we've done which means any of our employees can help you. It also means we can ensure someone with relevant expertise handles your query or request directly.