Contact Info/Hours of Operation
Tel: 626.229.9191 x564
Monday through Friday
7:00 a.m. to 5:00 p.m. (PST)
customerservice@guidancesoftware.com

 

For assistance please complete the Customer Service Request Form

I want to place an order
You may place an order by calling our Sales department at 626.229.9191 x563. Our Sales group can also be reached via email at Sales@GuidanceSoftware.com.

I want information about your classes
You may contact our Training department at 626.229.9191 x566 or visit our Training & Certification pages. You can also reach Training via email at Training@GuidanceSoftware.com.

I need technical support
Please contact our Technical Support department at 626.229.9191 x565 or fill out the Online Tech Support Request Form.

I want to update my address in your records
Please complete the Customer Service Request Form with your address changes. Remember: You must indicate whether this address should be used for future billing and shipping purposes.

I need an invoice
Please send an e-mail to AR@GuidanceSoftware.com. Please include the following information:

• Name of person who placed the order
• Quote or Order#, if available
• Product ordered
• Mailing address or e-mail address for invoice delivery

How do I access my downloads
For all EnCase version 6 products, including modules and EnLicenses, please click on the following link and register your license. You will receive your downloads via email approximately fifteen minutes after registration. https://www.guidancesoftware.com/myaccount/registration.aspx

For EnCase® Forensic V5 or lower, all downloads are now available through our Support Portal. To access these downloads, please click on the following link: https://support.guidancesoftware.com/

I want to track my order
Please complete the Customer Service Request Form for the order. Please include the following information:

• Name of person who placed the order
• Quote or Order#, if available
• Product ordered

I have a defective item
If you are experiencing problems with a hardware item (security key, FastBloc, Neutrino, etc.) please contact our Technical Support dept. at 626.229.9191 x565 to troubleshoot. If your product is verified defective and is within warranty, it will be replaced at no charge. Items that are lost, broken or outside of warranty may be replaced for a fee.

If you have a question about the above process please complete the Customer Service Request Form. Please include the following information:

• Product Serial Number
• Product Type
• Quote or Order#, if available

What is Guidance Software's return policy?
Click HERE to access Guidance Software's return policy.