Contact and support

Who provides ProofMate

ProofMate is provided by Ben Adam, a sole trader based in New Zealand, trading as ProofMate. It is a small, independent New Zealand operation rather than a company, which is why you get an answer from a person who actually knows how the thing works.

ProofMate is not registered for GST, so there is no GST on our prices and our invoices are not GST invoices.

How to reach us

Everything, in the first instance

support@proofmate.nz
Questions, faults, feature requests, plan changes, cancellations, invoices.

Privacy requests and complaints

support@proofmate.nz — put "Privacy" in the subject line. See the Privacy Policy for what you can ask for and how long we have to answer.

Reporting abuse or a rights complaint

support@proofmate.nz — put "Abuse report" in the subject line. See the Acceptable Use Policy for what to include.

Security vulnerabilities

support@proofmate.nz — please report it to us rather than publishing it. Our position on good-faith research is in the Acceptable Use Policy.

There is no support phone line. A small operation cannot staff a phone honestly, and we would rather tell you that than have you sit in a queue that nobody answers. Email gets a real reply.

Emails from ProofMate itself arrive from notifications@proofmate.nz. That address is not monitored, so please reply to support@proofmate.nz instead.

Hours and response times

• Hours: 9am to 5pm, Monday to Friday, New Zealand time. We are closed on New Zealand public holidays.
• Normal questions: we aim to reply within one working day.
• Something is broken and you cannot work: say so in the subject line. We treat "ProofMate is down" and "I cannot send a proof to a customer" as the most urgent things we get, and we will look at them as soon as we see them, including outside hours where we can.
• Business plan customers get priority on the queue, as the pricing page says.

These are the targets we work to, honestly stated. They are not a contractual service level — see clause 11 of the Terms of Use.

What to tell us when something is wrong

You do not have to write a bug report. But these four things get you a fix much faster:

1. Your workspace name, and the email address on your account.
2. What you were trying to do, and what happened instead.
3. The link to the page it happened on, if you still have it.
4. Roughly when it happened — it helps us find it in the logs.

A screenshot is worth a lot. If the problem involves a specific proof or job, tell us which one, and we will only look at what we need to in order to fix it.

Things you can sort out yourself right now

Cancel a paid plan

Open Plan & usage in your workspace and move to the free plan. You keep the paid plan until the end of the month you have paid for. Full detail is in cancellation and refunds.

Change plan

Also on Plan & usage. New limits apply straight away.

Forgotten password

Use forgot password on the login page.

Confirmation email did not arrive

Check your spam folder first, then use the resend button on the sign-up page.

Add someone to your team

Invite them from the Team screen. Do not share a login — invitations keep each person's actions recorded as theirs.

Reaching a client or storage limit

Archiving a client you no longer work with frees a slot and keeps all of their history. Deleting old files frees storage, and they stay recoverable for 30 days.

Billing questions

Paid plans are invoiced in New Zealand dollars, and no card is stored in ProofMate. If an invoice looks wrong, email us — we would rather fix an invoice than have you pay something you do not think you owe. Our refund position is set out plainly in cancellation and refunds: we do not refund part-months, and we do refund our own mistakes in full.

Making a complaint

Email support@proofmate.nz and tell us what went wrong and what you would like done about it. We will acknowledge it, look into it, and come back to you with an answer rather than a form letter.

If we cannot sort it out between us:

• Privacy matters can go to the Office of the Privacy Commissioner — privacy.org.nz, 0800 803 909. It is free.
• Consumer or fair trading matters can go to the Commerce Commission — comcom.govt.nz — or, for a smaller monetary dispute, the Disputes Tribunal, which is usually the quickest and cheapest route.

Our policies

• Terms of Use — the agreement between us, including plans, invoicing, cancellation and refunds.
• Privacy Policy — what we hold, why, where it lives, and your rights.
• Acceptable Use Policy — what ProofMate may not be used for.
• Pricing — current plans and limits.