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Customer Service FAQ

Q. I want to place an order
A. Orders can be placed through our Sales department. They can be reached by phone at (888) 999-9712, or via e-mail here.

Q. I need technical support for my EnCase software
A. Online Support
Technical Support Portal

Phone Support
United States: (866) 973-6577(626) 463-7977
United Kingdom: +44 (0) 1753 552252

EMEA and APAC: +800-GUIDANCE (+800 4843 2623)
Note: Please do not dial US country code 1, just use your countries proper exit code.

Support Hours
 PT: Sunday, 10pm ~ Friday, 6pm
GMT:Monday, 6am ~ Saturday, 2am

Q. I want to exchange physical security keys for electronic licenses
A. For questions regarding an exchange from physical security keys to EnCase® electronic licenses, please contact Customer Service via phone at (626) 463-7964, or online. We will prepare the appropriate paperwork and email it to you. Please review, sign and fax-back to the fax number on the form. Please note that there may be fees assessed for the replacement of your item and licensing must be verified prior to replacement. Forms received by 12 pm Pacific Time will be processed for shipping on the date received (pending validation and appropriate payment information as applicable).

Q. I have a lost, broken, or defective security key
A. For questions regarding lost, broken or defective EnCase® security keys, please contact Customer Service via phone at (626) 463-7964, or online. We will prepare the appropriate paperwork and email it to you. Please review, sign and fax-back to the fax number on the form. Please note that there may be fees assessed for the replacement of your item and licensing must be verified prior to replacement. Forms received by 12 pm Pacific Time will be processed for shipping on the date received (pending validation and appropriate payment information as applicable).

Q. I want to track my order
A. Please contact customer service to obtain shipping information on your order. Please include the following information: 

  • Name of person who placed the order
  • Quote or order number, if available
  • Purchase order number, if available
  • Product ordered

Q. How do I change the point of contact for software updates?
A. Each dongle can be registered to a single point of contact at your organization. If this point of contact has changed, or you want to request your software updates be resent, please register your dongle.

Q. How do I access my software downloads?
A. For all EnCase version 6 and version 7 products, including modules and EnLicenses, please register your license. You will receive your downloads via email approximately fifteen minutes after registration.

Q. I don't understand the charges on my invoice
A. Please send an e-mail to accountsreceivable@guid.com or call (626) 229-9191. Please include the following information: 

  • Quote or order number, if available
  • Purchase order number, if available
  • Detail related to the item in question

Q. I need an invoice
A. Please send an e-mail to accountsreceivable@guid.com or call (626) 229-9191. Please include the following information: 

  • Name of person who placed the order
  • Quote or order number, if available
  • Purchase order number, if available
  • Invoice address and contact person

Q. I want to update my contact information
A. Please contact customer service and include detail related to the items that need to be updated. Please reference your dongle ID or order number whenever possible.

Q. I need to renew my service agreement
A. Please contact maintenance renewals team at salesmaintenancerenewal@guid.com.

Q. I want information about your training courses
A. Please visit our training overview page here. You can also reach Training by phone at (626) 229-9191 or via email here.

Q. I want to register my product
A. Please fill out the EnCase Product Registration Form.