JadeDiabetes.com is committed to providing a variety of ways to contact us for technical support. In addition to our standard technical support, we also offer Premium Support for companies who require immediate access to senior technicians.

Other resources

Before you contact support...

We pride ourselves on the quality of our support - but first - please try to resolve your problem by:

  • Lost your password?
  • Read the Help file provided with the software (press F1 to access it when the application is open). The help files are extensive and will often solve your problem if you take the time to read them

Support via email

Your full name (required):


Your email address (required):


Company name (if applicable):


Contact phone number (required, please provide the country code):


Product:


Please describe the problem in detail, including exactly what you were doing when the problem occurred, and how you have tried to rectify the problem. Was there an error message displayed? If so, please include the details of the error message from the dialog box. If relevant, please include the command line parameters being used:

After receiving your support request we may request the following items:

  • Screen dump of product screens or of error messages - press Alt PrtSc together, then open MS Word or WordPad and Paste the screen. Save the document, zip it and then email it back to us.
  • Settings files. With TextPipe, the filter file (.fll) being used (zipped), as well as the text that demonstrates the problem in the Trial Run area. For other products, please send us a zipped copy of the settings file (the file type varies between products)
  • Please zip all attachments

Support by phone

Our Technical Support team is available Monday to Friday, 9am - 12:30pm and 2pm - 5pm Australian Eastern Standard Time (AEST, GMT+10 hours):

Phone - phonen1.png (1029 bytes)+61-3 phonenumber Within Australia, please call (03) phonenumber.