Frequently Asked Questions

Help! How can I get support or ask questions?

Support is provided by email. Please send an email to us at support@stitchmastery.com or by using the form on the Support page. We aim to answer within 24 hours but, at the weekends or during holiday periods, this might take a little longer. There is also a Stitchmastery group on Ravelry so you can also ask questions there, or read/search previous threads to see if your question has been answered previously. You need to be a member of Ravelry in order to join the group but Ravelry is free and a fantastic resource for knitters.

For details of the changes in Stitchmastery Version 3 see our blog post: https://www.stitchmastery.com/stitchmastery-version-3-is-now-available/ and for details of how to upgrade from a previous version, see this section: https://www.stitchmastery.com/upgrade_to_V3

My Activation Key won’t work in Stitchmastery Version 3

Have you bought a Version 3 Activation Key? Older Activation Keys will not work in Stitchmastery Version 3. You can get a new one for free, using your old Activation Key as a coupon code. You need to put in all numbers/letters, hyphens or dashes, exactly as they appear. Read more about how to do this here: https://www.stitchmastery.com/upgrade_to_V3

I bought a Stitchmastery Activation Key but have not yet received an email.

Once payment is completed via Paypal you should receive an email with details of your purchase and with your Activation Key. You can also log on to your account on the Stitchmastery site to view your Activation Key. Emails usually take up to 5-10 minutes to be sent. 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 we will check it out.

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 macOS system the downloaded file is an installer file with either a .pkg file extension (Knitting Font Collection) or a .dmg file extension (Stitchmastery). Double clicking on it will start an installation dialog. No problems have been reported on macOS 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 joining the newsletter here. Once you have confirmed the newsletter subscription you will be sent an email welcoming you to the newsletter and giving you the download links for the software. The download links are also included in all our newsletters. To activate the software, you can reuse your activation key. The activation key 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 key and/or purchase details so that the number of activations for a key can be increased.

I currently have a Windows machine but am considering buying a macOS machine. 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 joining the newsletter here. Once you have confirmed the newsletter subscription you will be sent an email welcoming you to the newsletter and giving you the download links for the software. The download links are also included in all our newsletters. Then use your original activation key to activate the software. All activation keys 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 or AutoCad.

If I buy Stitchmastery do I need to install the Stitchmastery Knitting Font Collection?

No, Stitchmastery works without the fonts being installed.

I just created a custom stitch but I can’t find it in my palette to put into my chart. Help!

Have you told Stitchmastery you want to change libraries for this chart? Go to Diagram and Edit Diagram Properties, select the Stitch Library and Text Templates tab and use the drop-down menu to select your User Stitch Library. If you have changed the abbreviation or description for any stitches already in your chart you should also tick the “Refresh text in key” option, then hit OK. You should then be able to see your customised stitches in the palette, in whichever drawer you saved them in. For more info on this please read “Setting a stitch library as the ‘active’ stitch library” in the “Viewing and editing stitch libraries” section in the User Manual and help menu within Stitchmastery.

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