What to expect when you get in touch.
Who reads this
Folia is made and run by Morn Tithsinara, an independent software developer working from Cambodia. Messages to sales and to support both reach a real person — usually the person who wrote the code you are asking about — rather than a queue that routes you back to the FAQ.
Replies normally arrive within one business day, Monday to Friday, 09:00–18:00 KST, so a message sent on Friday evening is answered on Monday. If a week passes with no answer, the message did not arrive: send it again from a different address rather than assuming it was ignored.
What to put in a bug report
Three things get us most of the way there: which tool you were using, what you expected to happen, and what happened instead. Add your browser if it was the online version, or your Windows version if it was the desktop version, and the rough size and page count of the document.
What we do not need is the document. Please do not attach it. Nothing you run through Folia reaches us in normal use, and we would rather keep it that way — a description is almost always enough to reproduce the fault against a file of our own. If a specific file genuinely is the only way to show the problem, say so first and we will agree how to handle it before anything is sent.
Licensing, invoices and refunds
Volume licensing, procurement paperwork, purchase orders and air-gapped activation go to sales. Anything about a licence you already own — a key that will not activate, a machine you need to release, an invoice you need reissued — goes to support, and moves faster if you include the email address the licence was bought under.
Refunds follow the refund policy rather than the judgement of whoever answers, so quoting it saves a round trip. The FAQ already answers most activation questions, and the activation page handles offline machines without a message at all.
Privacy requests and legal notices
Access, correction, deletion and objection requests under the GDPR or comparable law go to support@foliadocs.com, and are handled by Morn Tithsinara as the data controller. The privacy policy sets out what little is held to begin with — for anyone who has never created an account, the honest answer is nothing that identifies them.
Copyright, trademark and other legal notices go to the same address. Please put the word Legal in the subject line so it is not read as a support ticket.