Support
Contact us
Last updated · July 25, 2026
We answer email. Monday–Friday, replies within 1 business day. There is no phone queue and no ticket robot — a person reads it.
Who to write to
| Desk | Use it for | |
|---|---|---|
| Support | Open a ticket → | Installation, activation, false positives, bugs — anything about using the app. |
| Billing | Open a ticket → | Invoices, receipts, cancellations, and refund requests. Quote your order reference. |
| Enterprise sales | Open a ticket → | The on-premise management server (beta) — sold through sales only. Seat sizing, pilots, quotes, procurement, and invoicing. |
| Privacy | Open a ticket → | Data access, export, or erasure requests under GDPR, CCPA/CPRA, APPI, and PDPA. |
| Security / abuse | Open a ticket → | Vulnerability reports and misuse of the software. Responsible disclosure welcome. |
| Legal | Open a ticket → | Terms, licensing questions, and formal notices. |
Response times
- Support and billing — within 1 business day, usually much sooner.
- Refund requests — confirmed within 1 business day; see the Refund policy.
- Bug reports on a beta plan — reproduced or ruled out within 1 business day, then fixed on the timetable in Terms section 7.
- Privacy requests — acknowledged within 1 business day and answered within 30 days, as the law requires.
- Security reports — acknowledged within 2 business days.
Before you write about a problem
Two things make a fix much faster, and both are in the app:
- Your app version — Help ▸ About.
- Your order reference (format
NL-XXXXXXXXXX, on your receipt) or license key, for anything billing-related.
Billing inquiries and receipts
Orders are sold and invoiced by Paddle.com Market Ltd as Merchant of Record. You can look up any order, download its invoice, or manage a subscription directly at paddle.net — or email us and we'll do it for you.
Company details
NetSecWall
netsecwall.com
Self-service
- Account page — look up or re-send your license keys, see your devices.
- Plans & pricing — every plan is sold monthly or yearly. The 7-day trial needs no key and no card at all.
- FAQ — the questions we get most.
Questions about this page? contact us