How can we help?
Licence, billing and refund help is open to everyone. Technical support comes with active Enterprise assurance, and the people who build BigXL answer it within 5 working days.
Tell us what you did, what happened and roughly how big the file was. One example row, with personal data removed, helps most.
Send a bug reportLost your key, replaced your computer or need more seats. For a move, include the old machine's deactivation receipt and the new Machine ID.
Email the licence teamTell us the problem you are trying to solve, not just the button you think is missing. Requests shape what we build next.
Suggest a featureVolume seats, vendor security questionnaires or partnerships.
Talk to usHow machine key activation works
Because BigXL never connects to an online licence server, paid keys are bound to your computer's native hardware hash. Here is how to manage your seats:
In BigXL, open Settings > Licence. Your 16-character hardware identifier is displayed at the top with a one-click copy button.
Paste your Machine ID into the activation page after purchasing, or email it to [email protected]. Your cryptographically signed key is generated in seconds.
During active coverage, deactivate the old installation and send its receipt with the new Machine ID. If unavailable, request a temporary key for the same new computer. After coverage ends, a different computer requires a new full licence.
Deploying 10+ seats? Collect machine IDs into a text file and IT receives a single master key file that deploys to all machines at once.
Frequently asked questions
My licence key stopped working after changing computers. How do I fix it?
This is normal and by design. Paid keys are issued against one machine. During active coverage, deactivate BigXL on the old computer and email the receipt with your new Machine ID to [email protected]. If the old computer is unavailable, ask for a temporary key at no charge. It lasts up to 30 days and can be reissued up to 12 times for the same replacement computer, ending when original coverage ends. After coverage ends, a different computer requires a new full licence.
I cannot find the email with my licence key.
We maintain cryptographic records of all issued purchases. Email [email protected] from the email address used during purchase and we will re-send your existing licence key without needing to re-mint.
Does BigXL transmit or upload any of my CSV data?
No file data is uploaded. The DuckDB engine and AI model run locally. BigXL makes no automatic network requests. A manual update check sends your signed licence key to BigXL to confirm coverage, but never sends your files.
What is your refund policy?
We offer a full 30-day money-back guarantee, no questions asked. Email [email protected] or click the refund link in your purchase receipt.
How do I report a file parsing bug or corrupted row issue?
If a specific file causes issues, please check the Rejects panel in the toolbar. It isolates bad rows and explains what went wrong (e.g., mismatched quotes or uneven column counts). When reporting bugs, please include file size, column count, and a sanitized sample row.