# Support Form ## Support Form Please submit cases in English or German. As the majority of our technical support staff are English speaking, we recommend submitting your support case in English to ensure the quickest possible response time. Please use this form to request basic technical support under a Support & Maintenance Package agreement or free technical support. The key code or support code you enter into this form will determine the support level you are entitled to. You may also use this form to enter a request for Altova Product Consulting. The more information you provide to our support staff, the faster we will be able to resolve your issue and provide you with a response. Please make sure that you provide an accurate description of the problem and fill in all the required fields (marked in **bold**). Please enter your name and company information here. This will help us in tracking your request properly: In the next field, enter only one license key code or support code for the product most relevant to your support case (this includes evaluation licenses). Please do not enter anything else. If, however, you’re not sure, enter “N/A”, though Altova Support may still require your code. You may supply additional codes in the Description field in the Support Request section farther down if necessary. License information may be found via the Help menu’s Software Activation item, your LicenseServer, or the Help menu’s Registration item in case you’re using a pre-2007 version of one of our products. An alternate e-mail address is optional but highily recommended in case of delivery problems to your primary address. United StatesCanada----------AustriaBelgiumDenmarkFinlandFranceGermanyGreeceIrelandItalyLuxembourgNetherlandsNorwayPortugalSpainSwedenSwitzerlandUnited Kingdom----------Israel----------AustraliaJapanNew Zealand----------AfghanistanAlbaniaAndorraAngolaAntigua and BarbudaArgentinaArmeniaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelizeBeninBermudaBhutanBoliviaBosnia and HerzegovinaBotswanaBrazilBruneiBulgariaBurkina FasoBurmaBurundiCambodiaCameroonCape VerdeCentral African RepublicChadChileChinaColombiaComorosCongoCosta RicaCroatiaCyprusCzech RepublicDemocratic Republic of CongoDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquitorial GuineaEritreaEstoniaEthiopiaFederal Republic of YugoslaviaFijiGabonGambiaGeorgiaGhanaGrenadaGuatemalaGuineaGuinea-BissauGuyanaHaitiHondurasHungaryIcelandIndiaIndonesiaIvory CoastJamaicaJordanKazakhstanKenyaKiribatiKorea, SouthKuwaitKyrgyzstanLaosLatviaLebanonLesothoLiberiaLiechtensteinLithuaniaMacedonia, The Former YugoslavMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMauritaniaMauritiusMexicoMicronesia, Federated States ofMoldovaMonacoMongoliaMoroccoMozambiqueNamibiaNauruNepalNicaraguaNigerNigeriaOmanPakistanPalauPanamaPapua New GuineaParaguayPeruPhilippinesPolandQatarRomaniaRussiaRwandaSaint Kitts & NevisSaint LuciaSaint Vincent and The GrenadinSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSri LankaSurinameSwazilandTaiwanTajikistanTanzaniaThailandTogoTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTuvaluUgandaUkraineUnited Arab EmiratesUruguayUzbekistanVanuatuVatican CityVenezuelaVietnamWestern SaharaYemenYugoslavia (Former)ZambiaZimbabwe----------OtherPlease indicate which product and product version you are using, as well as your level of experience in using that product. Authentic Browser Enterprise EditionAuthentic Browser Enterprise Edition x64Authentic Browser Community EditionAuthentic Desktop Enterprise EditionAuthentic Desktop Enterprise Edition x64Authentic Desktop Community Edition-------------------------------------------------ContractManager-------------------------------------------------Country by Country (CbC) Reporting SolutionPublic CbC Reporting Australia-------------------------------------------------DatabaseSpy Enterprise EditionDatabaseSpy Enterprise Edition x64DatabaseSpy Professional EditionDatabaseSpy Professional Edition x64-------------------------------------------------DiffDog ServerDiffDog Server x64DiffDog Enterprise EditionDiffDog Enterprise Edition x64DiffDog Professional EditionDiffDog Professional Edition x64-------------------------------------------------European Banking Authority (EBA) XBRL add-in for Excel - Basic EditionEuropean Banking Authority (EBA) XBRL add-in for Excel - Basic Edition x64European Banking Authority (EBA) XBRL add-in for Excel - Enterprise EditionEuropean Banking Authority (EBA) XBRL add-in for Excel - Enterprise Edition x64European Banking Authority (EBA) XBRL add-in for Excel - Consultant EditionEuropean Banking Authority (EBA) XBRL add-in for Excel - Consultant Edition x64-------------------------------------------------EIOPA (Solvency II) XBRL add-in for Excel - Basic EditionEIOPA (Solvency II) XBRL add-in for Excel - Basic Edition x64EIOPA (Solvency II) XBRL add-in for Excel - Enterprise EditionEIOPA (Solvency II) XBRL add-in for Excel - Enterprise Edition x64EIOPA (Solvency II) XBRL add-in for Excel - Consultant EditionEIOPA (Solvency II) XBRL add-in for Excel - Consultant Edition x64-------------------------------------------------European Single Electronic Format (ESEF) XBRL Add-in for ExcelEuropean Single Electronic Format (ESEF) XBRL Add-in for Excel x64-------------------------------------------------FlowForce ServerFlowForce Server x64FlowForce Server Advanced EditionFlowForce Server Advanced Edition x64-------------------------------------------------GDPR Compliance Database-------------------------------------------------License ServerLicense Server x64-------------------------------------------------MapForce ServerMapForce Server x64MapForce Server Advanced EditionMapForce Server Advanced Edition x64MapForce Enterprise EditionMapForce Enterprise Edition x64MapForce Professional EditionMapForce Professional Edition x64MapForce Basic EditionMapForce Standard Edition-------------------------------------------------MissionKit Enterprise EditionMissionKit Enterprise Edition x64MissionKit Professional EditionMissionKit Professional Edition x64-------------------------------------------------MobileTogetherMobileTogether DesignerMobileTogether Designer x64MobileTogether ServerMobileTogether Server x64MobileTogether Server Advanced EditionMobileTogether Server Advanced Edition x64-------------------------------------------------MyCollections-------------------------------------------------RaptorXML ServerRaptorXML Server x64RaptorXML+XBRL ServerRaptorXML+XBRL Server x64-------------------------------------------------RecordsManager-------------------------------------------------SchemaAgentSchemaAgent x64-------------------------------------------------Stylevision ServerStylevision Server x64StyleVision Enterprise EditionStyleVision Enterprise Edition x64StyleVision Professional EditionStyleVision Professional Edition x64StyleVision Basic EditionStyleVision Standard Edition-------------------------------------------------UModel Enterprise EditionUModel Enterprise Edition x64UModel Professional EditionUModel Professional Edition x64UModel Basic Edition-------------------------------------------------Work in Process (WIP) XBRL add-in for ExcelWork in Process (WIP) XBRL add-in for Excel x64-------------------------------------------------XMLSpy Enterprise EditionXMLSpy Enterprise Edition x64XMLSpy Professional EditionXMLSpy Professional Edition x64XMLSpy Standard Edition-------------------------------------------------AltovaXML ReportingAltovaXML Reporting x64-------------------------------------------------SemanticWorksSemanticWorks x64-------------------------------------------------XBRL Tagging (ESEF and US-GAAP)-------------------------------------------------Other----- MissionKit and server products other than MobileTogether -----2026 Release 22026-----------------------------2025 Release 22025-----------------------------2024 Release 2 service pack 12024 Release 22024-----------------------------2023 Release 22023 service pack 12023-----------------------------2022 Release 22022-----------------------------2021 Release 32021 Release 2 service pack 12021 Release 22021-----------------------------2020 Release 32020 Release 2 service pack 12020 Release 22020 service pack 12020-----------------------------2019 Release 3 service pack 12019 Release 32019 service pack 22019 service pack 12019-----------------------------2018 Release 2 service pack 12018 Release 22018 service pack 12018-----------------------------2017 Release 3 service pack 12017 Release 32017 service pack 22017 service pack 12017-----------------------------2016 Release 2 service pack 12016 Release 22016 service pack 12016-----------------------------2015 Release 4 service pack 12015 Release 42015 Release 3 service pack 12015 Release 32015 service pack 22015 service pack 12015-----------------------------2014 Release 2 service pack 12014 Release 22014sp12014-----------------------------2013 Release 2 service pack 22013 Release 2 service pack 12013 Release 22013 service pack 12013-----------------------------2012 Release 2 service pack 12012 Release 22012 service pack 12012-----------------------------2011 Release 3 service pack 12011 Release 32011 Release 2 service pack 12011 Release 22011 service pack 12011-----------------------------2010 Release 3 service pack 12010 Release 32010 Release 22010-----------------------------2009 service pack 12009-----------------------------2008 Release 2 service pack 22008 Release 2 service pack 12008 Release 22008 service pack 12008-----------------------------2007 Release 3 service pack 12007 Release 32007 service pack 22007 service pack 12007-----------------------------2006 Release 3 service pack 22006 Release 3 service pack 12006 Release 32006 Release 22006 service pack 22006 service pack 12006-----------------------------2005 Release 42005 Release 32005 Release 22005 service pack 22005 service pack 12005----------------------------- 2004 Release 4 2004 Release 3 2004 Release 2 2004 Release 1----------------------------- 5 Release 4 5 Release 3 5 Release 2 5 Release 15-----------------------------4.44.34.2------- MobileTogether ------10.410.310.210.110.09.19.08.18.07.3 service pack 17.37.2765.45.15.04.14.03.23.02.22.12.01.51.4------- RecordsManager ------2.01.0-----------------------------OtherNoviceIntermediateAdvancedNot ApplicableIf your inquiry involves AI functionality, please provide the “AI Request ID” string generated by the Altova application. To expedite your request it is sometimes necessary to reproduce an issue under the same hardware or software configuration. Please provide as much information as possible here: --- Mobile Operating Systems ---AndroidiOS & iPadOSWindows Phone 8--- Microsoft Windows ---Windows 11 (64-bit only)Windows 10Windows 10 x64Windows 8.1Windows 8.1 x64Windows 8Windows 8 x64Windows 7Windows 7 x64Windows VistaWindows Vista x64Windows XPWindows XP x64--- Microsoft Windows Server ---Windows Server 2025Windows Server 2022Windows Server 2019Windows Server 2019 x64Windows Server 2016Windows Server 2016 x64Windows Server 2012 R2Windows Server 2012 R2 x64Windows Server 2012Windows Server 2012 x64Windows Server 2008Windows Server 2008 x64Windows Server 2003 R2Windows Server 2003 R2 x64--- GNU/Linux ---Debian LinuxUbuntu LinuxRedHat Enterprise LinuxCentOS LinuxAlmaLinuxRocky Linux--- Apple macOS ---macOS 27 Golden GatemacOS 26 TahoemacOS 15 SequoiamacOS 14 SonomamacOS 13 VenturamacOS 12 MontereymacOS 11 Big SurmacOS 10.15 CatalinamacOS 10.14 MojavemacOS 10.13 High SierramacOS 10.12 SierraOS X 10.11 El CapitanOS X 10.10 YosemiteMac OS (other)-----------------------------OtherEdge-----------------------------IE 11.0IE 10.0IE 9.0IE 8.0IE 7.0IE 6.0-----------------------------Firefox-----------------------------Chrome-----------------------------OperaOther BrowserPlease choose the query type in case it’s not already set: InstallationRegistration / Licensing / KeycodeProduct Functionality / How toFeature RequestBug ReportSecurityAltova Product Consulting (Paid Service)OtherPlease provide a summary as well as an in-depth description. If you are describing a more complex case please provide detailed step by step instructions so that we will be able to reproduce the situation in our environment. If your problem involves a database, please specify the brand and version as well as the connection method (ADO, ODBC, JDBC, or native) and the driver/provider name and version. If you’re encountering an error, please provide the complete text of the error as well as a screenshot. Please provide all code snippets as separate files and upload these with your request. For most support issues, it is mandatory that we receive the document(s) that you are having problems with and all associated files (e.g., XSLT stylesheets, XML Schema documents, MapForce or StyleVision document, etc.), or screenshots of errors you’re encountering. Please prepare these files for transmission to us by putting them into a separate directory on your hard disk and then compressing that entire directory with WinZIP. This will enable our support staff to quickly determine if there is a problem in your file, or in any associated document.