Support
Four routes, and which one you want depends on what went wrong. Anything to do with money or a licence goes to email, because that is the only channel that can see your order. Refunds are a full refund within 14 days, no questions asked.
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Licences, payments and refunds
A key that will not activate, a device slot you need freed, an invoice, or a refund. Email is the fastest route, and it is the only one that can reach your order.
contact@monghoul.com →Include your licence key or the PayPro order number from your receipt.
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Something is broken
A crash, a wrong result, a feature that does not do what this site says it does. The issue tracker is public, so other people find the answer too.
Report a bug →Include your OS, the app version from the status bar, and your MongoDB server version.
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Something is missing
A feature request, or a workflow the app makes harder than it should be. Requests get read, and the ones people vote for get built.
Request a feature →Say what you are trying to accomplish, not only the control you expected to find.
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How do I do X
The documentation covers every feature, with the settings and the limits. Most "how do I" questions are answered faster there than by waiting for a reply.
Read the docs →Connection problems and licence activation each have a troubleshooting page.
Common questions
Who answers, and what gets answered first?
Monghoul is a small operation, not a support desk with shifts. Licence and payment problems are answered first, because you have paid and cannot use what you paid for. Everything else is answered in the order it arrives.
Who charges my card?
PayPro Global is the merchant of record for Monghoul. That is the name on your card statement and the sender of your receipt and licence key. If you cannot find the email, search for PayPro rather than Monghoul.
Can I get a refund?
Yes. A full refund within 14 days of purchase, no questions asked. After 14 days, requests are considered case by case. Refunds are processed by PayPro Global as the merchant of record, so email us and we will start it, or contact PayPro directly with the order number on your receipt. The full terms are in the Terms of Service.
Do you offer invoices and purchase orders?
PayPro Global is the merchant of record, so PayPro issues the invoice and handles the tax treatment for your country. If you need a company name or a tax number on it, or you need a purchase order rather than a card payment, email us before you buy and we will sort it out.
Can I buy several seats for a team?
Yes. Email us with how many seats you need and we will arrange it. A single licence activates on up to 3 devices, which covers one person on a laptop, a desktop and a spare; it is not a way to cover three people.
Is my data or my connection string ever sent to you?
No. Your connection profiles, queries and results stay in a local database on your machine. The app does make four kinds of outbound connection: to your clusters, to license.monghoul.com for licence checks, to the update service, and anonymous usage telemetry which is opt-out and carries no personally identifiable information. System requirements lists them and the privacy policy has the detail. The browser tools on this site run entirely in your browser.
Is there a way to report a security issue privately?
Yes, and please do rather than opening a public issue. Email contact@monghoul.com with the details and we will confirm receipt.