All online support sessions, which includes phone support, are scheduled via this calendar . Your confirmation may be shared with your staff so they can join your session.  Ensure the person booking has a support account or the session will be cancelled.

Please do not be a no-show. Your confirmation and reminder emails offer options to reschedule or cancel if you are unable to attend up to 65 minutes in advance of your start time. (* see important information at bottom of article regarding no-show policy)

 Active maintenance customers will enter your company code when booking to ensure the session is free! -- Forgot it? Log into your portal account and select 'Edit Profile'  Support Portal 


URL: This is a link to join the online meeting. It does not automatically connect to the audio. If you want to use your computers audio, click on the first circle in the meeting toolbar and select audio BY COMPUTER

CALL IN DETAILS: You may chose to use your phone for audio. This link takes you to a list of phone numbers you may chose. Call using ANY of the numbers then enter the Conference ID: 500 554 260# to enter our room.

If you have an IT company assisting, ensure the person we will be working with has a support portal account. Only a member should book the session and the booking member must be on the session or it will be cancelled.  Since support accounts are free, send me the full name and email address with your company name and I will give them an IT account. able to support your installation and updates. 


Support is available for active and deprecated releases. We are not able to support end-of-life releases on an online session or phone call. Please email for help.

These releases are eligible for virtual sessions & phone support

  • Crate Pro 6 r190736 & 190737 (active) on FileMaker 19
  • Crate Pro 6 r190730 to r190735 (active and eligible for upgrade) on FileMaker Pro 19
  • Crate Pro 6 r1807nn on FileMaker 16 (deprecated December 2021)

Click Here for a full list of releases and fees for support for customers without maintenance



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 web page
  • 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 webpage. 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.  These are not available if using your browser to connect. 

macOS users should set security settings in advance: macOS settings

When using the desktop app, click on JOIN A MEETING and enter cratepro6 to be entered into your session.

No Shows and Excessive Cancellations

When you schedule online support, that time is reserved with one of our staff member. That staff member is unable to turn around and provide online support for other members that may need it.

Every confirmation and reminder email includes links that easily allow you to cancel or reschedule up to 65 minutes ahead of the start time. (When you reschedule or cancel confirm you receive a confirmation of the change or it may not have processed)

We understand emergencies happen so you may also email me at up to 15 minutes in advance of the session. Notifications less than 15 minutes will be considered a no-show whether to notify me or not.

 DO NOT CALL AND LEAVE A VOICE MAIL - Voicemails are not accepted as cancellation notification.

* Policy for no-shows, cancellations and reschedules:

Members with maintenance plans are eligible for free online support sessions and calls as one of the benefits, however, this can lead to abuse so after two no-shows within a 6 month period, the person booking will no longer be able to schedule free online support for 60 days and a strike will be applied against the company account for this benefit.

Other members with support portal accounts may continue to book sessions, however, if another no-show occurs by anyone on the same company account (includes 3rd party IT approved persons) during that 60 day term, the entire company will be blocked for free sessions for 60 days from date of the last no-show. 

There are no refunds or pro-rated refunds of any paid maintenance costs due to loss of this benefit.

We reserve the right to block companies that schedule multiple sessions and then cancel or reschedule on the same day as the scheduled session if done in excess. This will be determined on a case by case basis. 

** Customers with blocked virtual access may purchase hourly support at $100 USD per hour. These sessions must be scheduled through Joseph at