Carveco Support & Training
Our team of award-winning agents offers an effective combination of broad customer service expertise and deep product knowledge. We are relationship-focused and committed to ensuring our customers achieve successful outcomes while using our software. Get help by email, chat or phone, find answers through our Community, learn more about popular topics and find resources using our Help Centre, and discover new ways to enjoy our software with our how-to and help videos.
US Support Hours
Monday – Friday: 09:00 to 17:00 (ET)
UK Support Hours
Monday – Friday: 09:00 to 17:00 (GMT)
Availability of our Support services over the festive season
Our Support services close for the holidays at 17:00 BST and 17:00 EST on Friday December 20th, 2024.
Our Support services are not available between Saturday December 21, 2024 and Monday January 6, 2025. Therefore, any support requests submitted after 17:00 on Friday December 20, 2024 up until Monday January 6, 2024 will be reviewed and replied to promptly during normal business hours when our Support services resume on Monday January 6, 2024.
Our normal business hours can be found in the following knowledge base article: What are your business hours?
Thank you in advance for your understanding and patience.
We wish all of our customers and partners around the world a wonderful Christmas and a prosperous New Year.
We regret that we’re unable to provide support on weekends or public holidays
US Support Hours
Monday – Friday: 09:00 to 17:00 (ET)
UK Support Hours
Monday – Friday: 09:00 to 17:00 (GMT)
Availability of our Support services over the festive season
Our Support services close for the holidays at 17:00 BST and 17:00 EST on Friday December 20th, 2024.
Our Support services are not available between Saturday December 21, 2024 and Monday January 6, 2025. Therefore, any support requests submitted after 17:00 on Friday December 20, 2024 up until Monday January 6, 2024 will be reviewed and replied to promptly during normal business hours when our Support services resume on Monday January 6, 2024.
Our normal business hours can be found in the following knowledge base article: What are your business hours?
Thank you in advance for your understanding and patience.
We wish all of our customers and partners around the world a wonderful Christmas and a prosperous New Year.
We regret that we’re unable to provide support on weekends or public holidays
Accessing Carveco Help & Support
The Carveco Help Centre is the home of our online community and knowledge base. You can browse through a variety of posts, submit a support request and interact with other Carveco users.
Completing our simple Support Request form enables our dedicated support team to quickly and efficiently resolve issues with your Carveco software.
When browsing the website, store(s) or Help Centre, you may notice a small button in the corner of the screen labelled ‘Support‘ or ‘Chat‘.This chat widget allows you to chat directly with our support team, subject to availability.
As a Carveco Perpetual or Subscription customer you can call our dedicated support line on either of our US or UK numbers. You can find the support numbers listed on the footer of the Carveco Help Center, once logged in.
Access Our Dedicated Carveco Help Centre
FAQ
Feeling lost? Find your way with answers to our most commonly-asked questions.
Subscription FAQ
Everything you need to know about managing your Carveco Subscription, all in one place.
Getting Started
Quick-start guides to get you up and running with Carveco software as quick as possible.
Knowledge Base
Visit the Help Centre for all Carveco support topics and regularly updated help articles*.
Community
Whether amateur or expert, connect with the Carveco team and other Carveco users*.
Video Tutorials
Watch video tutorials on the key features of the Carveco family of products.
*Registration required. Please see FAQ section below for details on how to join.
Support: frequently asked questions
To join or sign-in to the Help Centre and community:
1. Visit the Help Centre. The Sign in to Carveco Support form is displayed:
2. If you have previously contacted Carveco Support by email and were allocated a support ticket:
- Click ‘Get a password’.
- In the Email box, type the email address you used when contacting Carveco Support.
- Click Submit.
- Click the link in the verification email you receive from Carveco Support to create a password and sign in.
3. If you have not previously contacted Carveco Support by email:
- Click ‘Sign-up‘
- Type your full name in the Your full name box.
- Type your email address in the Your email address box.
- Click Sign up.
- Click the link in the verification email you receive from Carveco Support to create a password and sign in.
Alternatively, sign in using the email address and password associated with your Twitter, Facebook, Google or Microsoft account.
From Carveco 1.16 onwards (all products) we added the ability for the software to notify users of any updates that become available, from within the software itself. Please click the link from the start page of your software to download any new releases.
If you have an active subscription you will be entitled to the latest updates we release.
Important Information:
CUSTOMERS WITH PERPETUAL LICENSING
PLEASE REVIEW YOUR MAINTENANCE DATE BEFORE INSTALLING updates!
IF YOUR MAINTENANCE PLAN HAS EXPIRED, INSTALLING UPDATES OUTSIDE OF YOUR ENTITLEMENTS MAY DISABLE YOUR CURRENT CARVECO INSTALLATION.
For more information on all changes we’ve implemented to each new release, please view our Release Notes page.
Online store customers
Previous versions are available to download via sendowl.com (our software delivery service provider) from your dedicated download portal. Please use the link within the email to access your personal download page. Any previous Carveco emails that contain a link to your personal SendOwl download page – for example a previous update notification or your original software download link – will automatically direct you to the latest version available.
Carveco Account customers
The update and all previous versions are also available to download, from the Downloads page via your Carveco Account.
You DO NOT have to install each update in order. You can update from any previous version of your Carveco software to the latest version available to you.
Our customer support is provided through a dedicated email address, by telephone, and over online chat. Extended one-to-one support sessions can be scheduled if necessary, and our preferred platform for this service is Microsoft Teams.
Our (small, yet powerful!…) Support Team is based in the UK, and we attempt to answer all questions and support tickets as soon as possible.
Please be aware that our response times may vary based on the volume of queries and the time of day. We appreciate that our customers are located all around the globe and though we try our best to respond as quickly as we can, we might be asleep(!)
Over the weekend, as responsible partners and parents, we like to spend quality time with our families. So please understand that your issue, though important to us, may not get a response until the following business day.
We take customer satisfaction seriously
The support I received was amazing, here are a few things that impressed me:
- The speed of response
- Friendly response
- Level of knowledge
- The ability to communicate at a level that I could understand
- Finding a solution to the issue I was having
- Helping me implement the necessary changes to my system to resolve my issue
5 Stars for support services
I did not expect a fast answer to my query, but I was answered within minutes. My problem was explained to me in terms which I could understand and the solution was explained well. Thanks
Quick and helpful answers! Thanks for that. :)
My issue was resolved with one reply from Carveco support.
Fast service.
Very competent people who are always ready to help.
Thank you very much for your support and not only for the year’s maintenance that you have added but also for the hours and hours of enjoyment that I could spend using Marker Plus and its updates!
Good prompt service considering I live all the way across the world in New Zealand
Based on the outcomes of our 100 most recent support queries…
