Frequently Asked Questions

Help! How can I get support or ask questions?

Support is provided by email. Please send an email to me at support@stitchmastery.com or by using the Contact page. I try to answer within 24 hours but, at the weekends or if I am travelling, this might take a little longer. There is also a StitchMastery group on Ravelry so you can also ask questions there. You need to be a member of Ravelry in order to join the group but Ravelry is free and a fantastic resource for knitters.

I bought the Knitting Fonts Collection / Knitting Chart Editor but have not yet received an email. How do I get the software that I paid for?

Once payment is completed by Paypal, Paypal should return you to a ‘Thank you’ page on the StitchMastery website that has details of your purchase. In the case of the Knitting Font Collection there will be download links. In the case of the StitchMastery Knitting Chart Editor, an Activation Code will be provided to activate the software. The Knitting Chart Editor can be downloaded at any time from the Downloads page. In addition to the Thank you page, an email will also be sent to the email address used by Paypal. This can take up to 5-10 minutes after the original purchase. If you still have not received an email after this time, please check your Spam inbox and Spam filters if you have these set up. If you still cannot find an email from StitchMastery, then please contact support@stitchmastery.com with details of your purchase, including the product purchased, your email address and purchase date and I will send you an email as soon as possible.

When I click on the downloaded file I get a message asking me what program to open it with. What does that mean?

On a Mac system the downloaded file is an installer file with either a .pkg file extension (Knitting Font Collection) or a .dmg file extension (Knitting Chart Editor). Double clicking on it will start an installation dialog. No problems have been reported on Mac systems. On a Windows system the file should have a .exe file extension. However some browsers manage to lose the .exe file extension. Hence Windows does not realise that it is an installer. The solution is to rename the file to add a .exe file extension. Once the file has been renamed, double clicking on it will start an installation dialog. On a Linux system, the downloaded file is a zip file. To install, simply unzip into the chosen folder.

I have upgraded my computer and need to reinstall StitchMastery. How do I do that?

You can obtain a copy of the software at any time by downloading from the Downloads page. To activate the software, you can reuse the activation code that you would have received by email on purchase. The activation code is valid for a limited number of activations. If the software fails to activate then this likely because all of the activations have been used. Contact support@stitchmastery.com with details of your activation code and/or purchase details so that the number of activations for a code can be increased.

I currently have a Windows machine but am considering buying a Mac. How do I get Stitchmastery on to the new machine? Do I need to purchase a second copy?

The End User Licence Agreement for the software allows you to run it on any 2 machines at a time. They can be different operating systems. As long as you are not running Stitchmastery on more than 2 machines at any time there is no need to purchase a second copy. You can install the software at any time on your new machine by downloading from the Downloads page. Then you can use your original activation code to activate the software to the full version. All activation codes work on any operating system.

Which software programs can I use the StitchMastery Knitting Font Collection with?

The StitchMastery Knitting Font Collection are all standard truetype fonts and are available to any software that would like to use them as system fonts. This includes Microsoft Office, OpenOffice, LibreOffice, Illustrator, InDesign, Scribus, WordPad, AutoCad or KnitVisualizer. The only incompatibility problems reported so far have been with Knit Visualizer which seems to ignore the width of the characters and assumes that all symbols are the same width. Hence those characters that are either wider or narrower than others are not displayed correctly in Knit Visualizer. These include the wide cable stitches, the Estonian stitches and the ‘decoration symbols’ in the ‘building blocks’ cable fonts. As far as I know all other characters in the StitchMastery fonts work well with Knit Visualizer. No problems with StitchMastery fonts in any other programs have been reported.

If I buy the Knitting Chart Editor do I also need to purchase the StitchMastery Knitting Font Collection?

No, the Knitting Chart Editor works without the fonts so that, if you purchase the Knitting Chart Editor, there is no need to also purchase the fonts. Purchase of the fonts is only necessary if you would like to install the fonts as ‘system’ fonts on your machine and would like to use them with other software such as Microsoft Office, OpenOffice etc.