Support should feel clear, fast, and properly routed.
Search for the answer, open the right support route, or go straight to the team when the issue needs context. This page is here to shorten the path, not add another layer.
Popular routes
Start in the place that matches the kind of help you need.
Knowledge base
Use this first when you need a direct answer on revisions, file prep, project flow, or delivery expectations.
Help documentation
Use this when you want step-by-step process guidance, resource walkthroughs, or publishing instructions in full.
Client portal
Use this if you are already working with HMD and need project visibility, deliverables, or communication history.
Talk to support
Use this when the issue is account-specific, time-sensitive, or easier to solve with a person reviewing the details.
Support coverage
Use support for project questions, delivery clarity, and active client help.
The support area is designed for questions that sit after purchase or alongside active work: portal access, revisions, file handling, delivery expectations, and process guidance. Pre-sale service decisions still belong on the main contact and consultation routes.
Formatting prep
Prepare your files before formatting starts
Existing clients
Check project progress through the client portal
Editing workflow
Understand what happens during edits and revisions
Direct support
Reach the team when a delivery or access issue needs review
Direct help
When the answer needs context, reach the team directly.
For account-specific issues or anything tied to a live project, go straight to support with the book title, service context, and what is blocked. That shortens the back-and-forth.
Support FAQ
Quick answers before you open a ticket or email.
When should I use support instead of the main contact page?
Use support when the question is about an active project, delivery, access, files, or process clarification. Use the main contact page when you are still deciding which service or publishing route you need.
Can existing clients check progress without emailing first?
Yes. The client portal is the best starting point for active projects because it centralises updates, deliverables, and communication history before you escalate to support.
Is the knowledge base a replacement for direct support?
No. It is the fastest route for common questions, but account-specific or project-specific issues should still go through support so the team can review the actual context.
What details should I send if I need support quickly?
Include the book title, service or order context, where the issue appears, and any deadline pressure. That gives the team enough information to route the issue correctly on the first reply.
Still blocked?
Send the issue to the team and we will route it to the right person.
If the knowledge base or documentation does not solve it, switch to direct support. Include the project context once and we will take it from there.