How can we help?
The engineers who build BigXL answer your emails directly. No automated support bots, no tier-1 call centers.
Something is broken
Tell us what you did, what happened, and roughly how big the file was. A copy of the row that broke helps more than anything, with sensitive personal data redacted.
support@bigxl.appLicence or seat trouble
Lost your key email, replaced your computer, or need additional seats for your team. Email us your Machine ID from Settings → Licence and we sort it out same-day.
support@bigxl.appFeature request
User feedback actively shapes our release roadmap. Tell us the actual business problem you are trying to solve rather than just the button you think is missing.
support@bigxl.appLicensing Architecture
How machine key activation works.
Because BigXL never connects to an online licence server, paid keys are bound to your computer's native hardware hash.
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 us. Your cryptographically signed key is generated in seconds.
Upgrading to a new laptop? You get 3 free key migrations per seat per year. Generate a new key against the new machine anytime.
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
Answers to common support queries.
My licence key stopped working after changing computers. How do I fix it?
This is normal and by design. Paid keys are cryptographically issued against your machine's hardware identifier so the software never needs to communicate with an online licence server. You receive 3 free self-service hardware migrations per seat per year. Go to Settings → Licence inside BigXL, copy your new Machine ID, and email support@bigxl.app. We will issue your replacement key immediately.
I cannot find the email with my licence key.
We maintain cryptographic records of all issued purchases. Email support@bigxl.app 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?
Never. BigXL has no network code and opens zero network connections. The DuckDB analytical engine runs directly on your local machine, and the ⌘J language model runs completely on your CPU. Nothing leaves your laptop.
What is your refund policy?
We offer a full 14-day money-back guarantee, no questions asked. Email support@bigxl.app or click the refund link in your Lemon Squeezy 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.