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    When writing in to support@splice.com, here are some useful tips to exercise and help expedite your service experience (if applicable):

     

      1. Please have your Splice username and email address handy. If you are uncertain of either credentials, please provide us with the last 4 digits and expiration date of the card charged or the PayPal email associated with your Splice account. Please also provide screenshots of the dates and amounts of the latest charges.
      2. Have your logs ready to share. Directions on how to do so can be found here: https://support.splice.com/hc/en-us/articles/202922446-What-do-I-do-if-the-client-is-giving-me-an-error-
      3. If you are encountering a specific error message or anything visually that could help us better understand your issue, please provide a screenshot from your computer.
    • Mac users:
          1. Press and hold these three keys together: Shift, Command, and 4.
          2. Drag the crosshair to select the area of the screen to capture. To move the selection, press and hold Space bar while dragging. To cancel taking the screenshot, press the Esc (Escape) key.
          3. To take the screenshot, release your mouse or trackpad button. 
          4. If you see a thumbnail in the corner of your screen, click it to edit the screenshot. Or wait for the screenshot to save to your desktop.
    • Windows 8.1/10 users:
        1. To capture your entire screen and automatically save the screenshot, tap the Windows key + Print Screen key. 
        2.  Your screen will briefly go dim to indicate that you've just taken a screenshot, and the screenshot will be saved to the Pictures > Screenshots folder.
    1. If applicable, please provide a short video (preferably .mp4 or .mov) depicting the exact behavior in action, in order to better understand and troubleshoot the issue.
    2. Please attach any audio, preset, or midi examples you can share that would help us better understand the issue. Also include the file name, sample pack title, and/or any direct links to the files in question found on www.splice.com .
    3. Please be ready to detail as much information as you can in regards to the issue you are inquiring about, as well as any previous troubleshooting steps you have tried on your own. This will help with preventing us from repeating the same steps you have already tried.