- Q 1. What is "Extended Download Service"?
Q 1. What is "Extended Download Service"?
A: The Extended Download Service is an optional service offered by the payment processor (Swreg or Regnow) with additional cost.
Once you purchase this service, you'll be entitled to 2 year of re-download service for the very version of the product you purchased, which means the service provider will keep backup copy of the current version of the product you purchased, and allows you to download it from the link given to you at any time. Following is the Swreg platform figure.
Once you purchased any product from Windows Password Unlocker Studio, you can retrieve the download and registration information for the product you purchased for free. If you did purchase it by mistake, please contact Swreg or Regnow to request a refund by submitting a support ticket.
- Q 2. What does back-up CD means?
Q 2. What does back-up CD means?
A: With back-up CD provided by Swreg, you can keep a physical copy of our product, which will be shipped to you. Actually, if you have a blank CD/DVD/USB and can run as administrator on another available computer, it is not necessary to purchase a back-up CD. You can download the purchased program, and burn it with CD/DVD/USB by yourself. Our software has a built-in burning tool, if you want to get a CD as backup, please purchase the product with the CD, for we don't sell the CD separately.
- Q 3.How long can I get the back-up CD? Can I change shipping address and shipping method?
Q 3. How long can I get the back-up CD? Can I change shipping address and shipping method?
A: It may take 1- 3 weeks for the CD arrival, depending on your location.
US Domestic Shipping 7-14 Days Canada Shipping 9-16 Days International 12-21 Days
Unfortunately, you cannot change your shipping address and method after your order has been submitted. The order is immediately sent to the fulfillment agency and can no longer be changed by us. If your package is not successfully delivered, it will be returned to the warehouse.
If you have any concern about the CD status, please contact payment platform for support!
Swreg: https://www.cardquery.com/app/support/customer/order/search/not_received_cd Regnow: http://www.regnow.com/help_contact.html
- Q 4. How can I confirm that I have finished the order?
Q 4. How can I confirm that I have finished the order?
A: After your payment, you will receive a confirmation of your transaction immediately via e-mail that contains all of your order information.
- Q 5. Can I cancel my order after placing it?
Q 5. Can I cancel my order after placing it?
A: We are sorry that your order can not be canceled once it is validated due to the automated way that orders are processed and fulfilled. If you want to demand refund, please see our Refund Policy.
- Q 6. How can I get an invoice?
Q 6. How can I get an invoice?
A: After payment, you will receive the invoice together with the download link. For orders paid by Credit Card or direct debit from your bank account (electronic debit or online bank transfer), the payment processor will issue an invoice in no time.
- Q 7. Is my order secure?
Q 7. Is my order secure?
A: We cooperate with the most reliable payment platform Swreg, a branch of Digital River, which is the world's largest software payment platform and the most secure payment service provider. All your privacy is 100% guaranteed. During the whole purchase process, SSL encryption is applied to protect all the data and information you provided for the order.
Payment & Refund
- Q 8. What payment methods do you support?
Q 8. What payment methods do you support?
A: Credit-card online, credit-card by phone, credit-card by fax, purchase order, check/wire transfer, PayPal, ACH, postal mail are all available. Credit card is the fastest way for yor payment. Our system will automatically send an e-mail with the download link to you after your purchase.
- Q 9. Which currency can you accept?
Q 9. Which currency can you accept?
A: We support many currencies, such as Euro, US dollar, British pound and Australian dollar and so on. You could select the currency that is most suitable for you.
- Q 10. Why was I charged more than the price stated on your website?
Q 10. Why was I charged more than the price stated on your website?
A: As developer of the software, we only charge the price stated on our website. There are several situations that you might be additionally charged.
1. Registration Backup Service or Extended Download Service, which are offered by Swreg or Regnow, in case customers lose the keycode or download link when they want to reuse the program. 2. VAT. Our payment platform Swreg charges applicable sales tax on both product(s) and shipping costs.
- Q 11. Why was I charged twice for one order?
Q 11. Why was I charged twice for one order?
A: In this case, firstly please check with your card bank again if it is the misdirection of the bill.
If you pay with credit card, the following situations may cause you to be charged twice.
1. The first time is authorization, and the second time is the actual charge.The authorization will drop off the customer statement based on their banks policy. 2. You might click the payment button twice on the final confirmation page. 3. You may refresh the payment page during processing, which may cause you to be charged twice.
If there are two charges for the same order, please contact us via firstname.lastname@example.org and attach the bill statement.
- Q 12. What's your Refund Policy?
Q 12. What's your Refund Policy?
A: All products on our website can be evaluated through trial versions. Please try the trial version before purchase and make sure that our products are compatible with your system and satisfy your requirements. Please feel free to contact us if you have any problems in using our products.
We don't accept your refund demand under following circumstances: 1. You requested refund for technical reasons, but never asked for any assistance from our support team with any detailed explanation of the problem. 2. You failed to receive the download link for the product, and didn't try to contact us. 3. You changed your mind after placing an order. 4. You recovered your lost password by yourself or others before using our products, even though you already purchased it. 5. You resolved the problem by other methods instead of asking help from us when the software didn't work for you.
If you are not satisfied with our products due to the following reasons, we'll refund your money in 30 days after purchase: 1. You ordered a wrong product, and then purchased the right product from us. We can refund you for the wrong product. 2. Our products didn't work for you, and our technical support team failed to provide effective solutions for you within 30 days.
By placing an order for our products, indicate that you have read this Refund Policy and fully accept the terms of this refund policy. Please email us if you have any questions on our refund policy.
Download & Upgrade
- Q 13. How long and how many times can I download the software after purchase?
Q 13. How long and how many times can I download the software after purchase?
A: You can download it 10 times within 7 days once you paid it successfully; otherwise, the download link would be expired.
- Q 14. How long to receive the confirmation email containing the download link or keycode? What should I do if I don't receive the email?
Q 14. How long to receive the confirmation email containing the download link or keycode? What should I do if I don't receive the email?
A: Generally speaking, the payment processor(Swreg) will send the confirmation email to you within 30 minutes once your order is validated, but it may take up to 2 hours during high volume periods.
If you don't receive the email, please check if you have written correct email address at first, and then check your spam. You can also E-mail us via email@example.com with your order ID and the name of product that you purchased, so we'll resend the download link or key code to you as soon as possible.
- Q 15. I failed to download the software from the download link provided in the email.
Q 15. I failed to download the software from the download link provided in the email.
A: The following are some reasons for your download difficulties. If possible, could you please check your system and disable any of the following? We are sure our product will not be harmful to your PC.
Firewall - These are designed to prevent downloads from non-approved sites and can sometimes target legitimate files.
Antivirus Programs - These can cause problems by scanning a download in progress, causing the download to become corrupt or damaged.
Download Accelerators or Managers - These can sometimes interfere with the download process by simultaneously accessing portions of the download file multiple times, causing it to become corrupt or damaged.
Browser- Use an alternate browser, and or update your browser to the newest version.
You also can download the software in another computer to see if it works.
- Q 16. Do you provide free upgrade? If so, how long it is?
Q 16. Do you provide free upgrade? If so, how long it is?
A: We provide two-year free upgrade for the same version or product, from the day you purchased. For instance, if you bought the professional version on September 1, 2010, then you can get the newly upgraded professional version freely before September 1, 2012.
- Q 17. I need to upgrade my software to another version, how to realize it?
Q 17. I need to upgrade my software to another version, how to realize it?
A: Please contact us via firstname.lastname@example.org with order ID, we will provide the upgrade link. You only need to pay the difference.
- Q 18. I failed to register, how to do then?
Q 18. I failed to register, how to do then?
A: At first, make sure that this FAQ is not suitable for Windows Password Unlocker and Password Unlocker Bundle. If you buy Windows Password Unlocker or Password Unlocker bundle, you will receive a download link of full version in the email, and no need to register; if purchase other software, you will receive a keycode
Please click help in the menu bar to register. And do not leave a space before the keycode when register.
- Q 19. What shall I do if the registration code is invalid?
Q 19. What shall I do if the registration code is invalid?
A: 1. Check if the registration code matches the version and the program. The registration code you receive from us is only valid for the latest version of the program. So please make sure you’ve downloaded the latest version from the Download web page; Make sure the keycode you get from the email is for the program you download.
2. Don't leave a space before the keycode when registration