Frequently Asked Questions

General

What's your refund policy?

If you're unhappy with our product for any reason, you have 30 days to request a full refund. Submit your request from the contact us page inside the app for fastest processing. Refunds also delete your account and all of your data.

Can I access my calendar and other data from my phone / computer?

Yes, you can access all of your data at any time, from any device or computer. Everything is stored online, in the cloud.

Do you have an app?

Yes, but you can't find it in the app store. We are using a new method that installs directly from the browser. Simply log in from your phone or computer and click the "Install App" link at the top.

What's included in the free version?

It lets you demo all of the features, but it limits the amount you can save, and doesn't export or calculate.

Can I cancel my subscription if I'm done using it?

Yes, simply log in and click the "Cancel subscription" button in your account settings. Even after canceling, you have access to your paid features until your license expires.

If I upgrade, can I get a credit from my current purchase?

You have one week to get a 100% credit; after that, the credit is pro-rated based on how much time is remaining on your license.

Parents

Can I share my calendar with the other parent, my kids or my attorney?

Yes, you can share your calendar, activities and expenses with the other parent. You can share your calendar and activities with your kids. And you can share all of your data with your attorney, including your journal, parenting plan and actual time.

Does the other parent need to purchase if I share with them?

If you link accounts with the other parent, they can access the shared calendar, activities and expenses. However, the other parent won't be able to use any of the other paid features without upgrading, and won't have full editing capabilities without purchasing.

Legal professionals

Can I share the calendars and plans I create with my clients?

Yes. Your client will get an invitation to create a free account, and they will be able to view the data, with minor editing capabilities. If they purchase they will have full control over the data. You can also see a notification when they make a change.

Can I share my login with another person in my firm?

No, each person needs their own login, including assistants, paralegals, and other attorneys in your firm. However, all the client data is shared if you purchase additional users from your account.

I'm a family court judge. Can I really use it on the bench for free?

Yes, we let family court judges use the Pro Gold for free. Create a free account using your official email address, and then send us a message.

Is this a tax-deductible expense?

Yes, legal professionals can deduct the cost of this software as a business expense. You can also bill your clients for the time you spend using it on their behalf.

Parenting plans

Is the software's parenting plan accepted by the courts where I live?

While there is no universal form that's guaranteed to be accepted in every court, Custody X Change's parenting plan document has been accepted by courts in all 50 US states, Canada, Australia and many other countries. The parenting plan can be easily modified to fit your situation and your court's requirements or simply included as an attachment.

Legacy PC-only software

I purchased the Windows desktop software some time ago. Where is my account?

This web app is not compatible with our Windows-only desktop software; it's a completely different system. We sold the desktop product from 2005 through 2019. If you'd like to use the web app you can purchase it, but you don't have to.

My computer crashed; how can I reinstall the legacy Windows-only software?

Login to download the software, then install it and activate your purchase again for free. "File > Updates > Activate Purchase."

Why is my reactivation not working?

If you purchased the PC-only software more than 10 years ago, it can no longer be activated; we can no longer guarantee its functionality or security. You may want to consider using a newer product.

I can't find my saved information. Where did it go?

It's a ".cxc" file saved on your computer, not on the cloud. The default save location is "\My Documents\Custody X Change\". If you switched computers or your computer crashed, you'll have to retrieve it from your old computer.

I can't log in to the PC-only customer portal. Where did it go?

The global navigation links to our web app, but you can still use the legacy PC-only software login. There's not much there, though, mostly just the ability to change your password to reactivate the software.

Disclaimer: Not legal advice

I have a legal question about my case, schedule, plan, etc.

Please consult a qualified legal professional. The Custody X Change website and software are not intended or offered as legal advice, nor does the use thereof guarantee any particular outcome. Please do not contact us with legal questions; we are unable to answer them.

Custody X Change is software that creates professional parenting plan documents and parenting schedules.

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