Private online sessions are an important part of getting your installation configured to avoid common design errors and user frustration. Schedule 30 or 60 minutes, and don't worry if your issue takes 10-15.

All online support sessions, which includes phone support, are scheduled via the calendar and are private for you and those you send the confirmation email to. Please do not no-show. Your confirmation and reminder emails offer options to reschedule or cancel.

 Active maintenance customers enter your company code when booking  -- which is located in your Edit Profile page on the Support Portal (This will discount or make free sessions)

[If the link does not work - copy paste this URL into your browser

You'll receive an email invitation which can be shared with as many participants as you wish. Participants may connect from their own computers.

Important: If you have an IT company assisting, ensure the person we will be working with has a free support portal account or we are unable to provide company specific support. Send me their full name and email address with the company that they'll support.

For sessions we use Join.Me screen sharing software (part of the Log Me In company).  

The email will contain two links: 

  • A link to connect to the online meeting
  • A link with a list of available phone numbers to dial in for the audio and your conference ID to join the teleconference call. Chose ANY phone number. There are many international numbers available.

  •  If you have speakers and a microphone on your computer, you may connect using your computer audio after you've joined the online session. Look for the Join.Me toolbar and click on the left most circle.

Please download the Join.Me desktop app now.  We strongly recommend that you download and install the desktop application in advance. The desktop app is what will allow you to quickly share your screen and open the annotation tools.  If you have not downloaded this app in advance, you will be instructed to do so and install during your sessions which will shorten the available time for training.


Non-English speaking customers: We are testing out using Skype meetings and Skype Chat which has a free translation option. Create a free Skype account and send your Skype name to  Our Skype name is cratepro. Users will be able to send Skype messages in their own language.

A message about no-shows on scheduled sessions and calls: 

Please be considerate. Your appointment is for you and company alone. We schedule our staff to work with you. 

You will receive a confirmation email with your session information,  a reminder email 24 hours ahead and again 2 hours before your live session. Every reminder email has links to reschedule or cancel. You can cancel or reschedule up to 65 minutes prior to the scheduled start time. If you cancel or reset, make sure you get a confirmation email.

Sessions / conference calls will close 10 minutes after the scheduled start time if no one from your company has joined online or called the conference line.  Paid sessions are not refundable. 

Customers with free sessions - if there are two no-shows a payment of $ will be required to reinstate your online session support.