Support
Support sits with the product.
We are a small team in Brisbane, Queensland, Australia, which means support goes to someone who can actually change the software. Every product has its own address, because that is where your account, your subscription and your history are.
BubSync
The shared baby tracker that keeps your village in sync.
support@bubsync.comProduct help, billing, cancellations, refunds and privacy requests for BubSync. Write from the address on your account.
My Energy Agent
An agent that keeps watch on your household energy plan.
hello@myenergyagent.auProduct help, billing, cancellations, refunds and privacy requests for My Energy Agent. Write from the address on your account.
Not about a product?
hello@rowedigital.net reaches the company. It is the right address for everything in the list below, and the wrong one for a question about your account.
- Questions about Rowe Digital itself, or about this website
- Partnerships, press and anything commercial
- Formal notices to the registered entity
- Security reports about this website or our infrastructure
Service commitment
What you can expect from us
- Support hours
- Monday to Friday, 9:00am – 5:00pm AEST
- Time zone
- AEST (UTC+10)
- First response
- Within 1 business day
- Who answers
- The team that builds it
- Language
- English
If we cannot fix it straight away
We will tell you what we know, what we are doing about it, and when you will hear from us next. If a problem is on our side and it stops you using something you paid for, we will talk about a refund or a credit without you having to push for it.
If you are still not happy
Reply on the same thread and ask for it to be escalated. There is one queue per product and no support tier above it, so the people who can change the software are already reading.
You also keep every right you have under the Australian Consumer Law, and you can take a complaint to your state consumer protection agency or, for privacy matters, to the Office of the Australian Information Commissioner.
FAQ
Common questions
- How do I contact support?
- Write to the support address for the product you are using. It is listed on this page and on the product's own site. Product support can see your account and your subscription, which is what most questions turn on.
- Why not one address for everything?
- Because a single inbox cannot see your account. Each product runs its own accounts, subscriptions and support queue, so a message sent to its own address is answered by someone already looking at the right system. hello@rowedigital.net is for the company and this website.
- What are your support hours?
- Monday to Friday, 9:00am – 5:00pm AEST, AEST (UTC+10). Messages sent outside those hours are picked up the next business day.
- How do I cancel my subscription?
- From your account settings inside the product, or through the app store if you subscribed there. The product's terms set out what happens to access and billing when you cancel. If you cannot reach your account, email that product's support address.
- How do I request a copy of my data or have it deleted?
- Send the request to the support address for the product that holds the data, from the email address on your account. Its privacy policy sets out how it handles the request, and the Privacy Act 1988 requires a response within 30 days.
- Who do I contact about a security issue?
- For a vulnerability in a product, use the security contact in that product's policies. For this website or our infrastructure, email hello@rowedigital.net with "security" in the subject line. Please do not post details publicly until we have had a chance to fix it.