Contact StudyRef
One address, read by the people who build StudyRef. Questions about the product, your account, billing, a subscription, or business and Stripe verification all go to the same place.
We aim to respond within a few business days. There is no phone line and no live chat — this is a small product, and an email that gets a considered answer is better than a queue that does not.
Answers that are already written down
Most of what people write in about has a fuller answer on the site than a reply would give. Worth a look first — not to deflect the message, but because these are quicker.
How do refunds work, and can I get one?
What do the plans include, and what does a one-time scan cost?
What happens to a document I upload, and what is sent to analytics?
What does the Assignment Checker actually check, and what does it refuse to do?
Why is my word count different from the one in Microsoft Word?
Does my reference list count towards the word limit?
Worth emailing about
- Billing: a charge you do not recognise, a subscription you want cancelled, a refund request, or an invoice you need.
- Your account: you cannot sign in, you need your email address changed, or you want the account and its data deleted.
- A wrong result: StudyRef reported something that is not true of your document. Say which check and what you expected — this is the most useful message we get.
- A file that will not process: a .docx that is rejected or read incorrectly. Tell us what happened; do not attach coursework unless we ask.
- Business and verification: questions from a payment processor or an institution about who operates this service.
Getting an answer in one reply
The email address on the account, which page or tool you were using, what you expected to happen, and what happened instead. For a billing question, the date and amount of the charge. That is usually enough to answer without a round trip.
Please do not send coursework, assignment briefs or personal documents unless we have asked for them. We can almost always diagnose a problem from a description, and an anonymous check is processed in memory and discarded rather than stored — so there is usually nothing on our side to look up anyway.
Reporting a wrong result
StudyRef reports what it could not check rather than passing it silently, so a check that says “not run” is behaving correctly. A wrong result is different: a requirement found that your brief does not contain, a citation reported as unmatched when the reference is there, a word count that disagrees with your document. Those are bugs and we would rather hear about them than not.
What StudyRef cannot settle is a disagreement with your marker. It checks concrete requirements and does not predict grades, so if a result and your institution’s guidance differ, your institution is the authority — see what StudyRef does and does not do.