Technical Support Policy
Overview
Wilcom is committed to ensuring that our customers get the most from their Wilcom software. For this reason, we offer a comprehensive range of support and training offerings, in many cases including free telephone and email support.
Please note: Wilcom America cannot provide technical support for WilcomWorkspace or Hatch Embroidery. Please contact Wilcom International for support of those products.What is Technical Support?
Technical support includes answers and questions regarding installation, License keys, configuration,
deployment, program error messages, and product usage issues. Technical support does not include training on the use of the software.
deployment, program error messages, and product usage issues. Technical support does not include training on the use of the software.
Response Times
Our support team will respond within 1 to 2 business days; we aim to answer all calls within 24 hours.
Commitment
The Wilcom support team will do their best to resolve a technical support incident. However, we cannot guarantee that we will be able to solve all problems.
Our current policy with respect to the various product/version support is as follows:
Software Version | Support Status |
EmbroideryStudio 2026 | Free technical support |
EmbroideryStudio 2025 | Free technical support |
EmbroideryStudio Digital Edition | Free Support Ends on January 31, 2026. Paid support is available. |
EmbroideryStudio e4 | No longer supported as of January 31, 2025 |
EmbroideryStudio e3 and lower | No longer supported |
Paid Support
EmbroideryStudio Digital Edition
- Paid support is available at a rate of $399.00 per incident.
- The fee must be paid in advance before speaking with a support technician.
- Customers who pay the incident fee will have 30 days to apply the full amount toward upgrading their software to the latest version, Wilcom EmbroideryStudio 2026.