Service Disruption FAQ
We know you have questions. Here's what we can share right now.
What's going on?
We're currently experiencing a service disruption that has taken parts of our systems offline. We know this is frustrating and disruptive. Our team has been working around the clock with outside specialists to restore service safely, and resolving this is our highest priority. It appears it may take several days to get things fully functional.
We value your business and will find a way to make up for lost time on the service once we get things back up and running. We'll post updates here as soon as we have confirmed information to share.
I have a time-sensitive book project. What should I do?
If you're working against a deadline (for example, a book or other time-sensitive project), please contact Support so we can flag your account for priority follow-up as soon as systems are back online.
Regarding book extensions: We will make up for the time lost due to the service outage on your book project. Let us get the service back up and running, and then we will communicate how to make up for lost time.
What is the impact to my content? Will it be available after the systems are back online?
Yes. We believe your account and content are intact. Everything we currently see indicates nothing has been lost. We're focused on restoring backups and services safely and responsibly.
What about billing, renewals, or cancellations?
As stated above, we value your business and will make up for the service downtime once we get things back up and running.
If you have additional questions about billing, renewals, cancellations, or refunds, please contact Support, and we'll help you. We'll document your request and follow up as soon as we're able.
Customer Service
Need help? Contact Support and include your account email if you have a question that isn't answered here. We appreciate your patience while we work to restore service.