Software Order Support

Problems when Purchasing or Registering

If you have activated your 11- or 12-digit serial number and have been sent a license key (Name, Location, ID-Key) and when registering the software application you are presented with a dialogue box with a Serial Number Field, please IGNORE this field and only enter the NAME, LOCATION, ID and KEY information and click OK.

The Purchase and Registration Process

Purchasing and Registering NCH software is an easy process that involves 4 simple steps:

Step 1:	Download	Download and test the software that you think might do what you require.
Step 2:	Purchase	Purchase a license using your credit card. You will be supplied with a 12-digit serial number on the screen and by email. This is your license serial number.
Step 3:	Activate	Use this number at: http://www.nch.com.au/activate/ to convert the 12-digit serial number into a registration containing 4 fields - Name, Location or Email, ID and Key. This is your registration and activation code.
Step 4:	Register	Insert these details into your software. If you see a dialogue box with a Serial Number Field and you have already activated your serial number then IGNORE this field and only enter the NAME, LOCATION, ID and KEY information. This process will normally convert the demo version of the software into a professional version. If you do not receive an error message then it means that the details have been accepted.

Purchasing and Registration Support

Problems when Attempting to Purchase Credit card is not accepted or always declined Error displayed "enter the number of licenses..." Purchase page does not open, displays an error or is blank Other problems when purchasing... Pricing and Invoices Amount charged is higher than expected PayPal and Wire Transfer - Normal Pricing Requests for refunds or returns Other issues about pricing and invoices... See Also Purchasing - Presales Frequently Asked Questions Technical Support (for using the software / hardware)

Problems when Activating or Registering Registration code not accepted after software reinstallation Registration code has not been received Registration code has been lost Registration code is not accepted Registration code is accepted initially but warnings continue On activating error displayed “The license serial number is either invalid or has already been used...” On activating error displayed “Address is Invalid...” I purchased a bundle and activated the first serial number, the license key is not accepted by all the applications I purchased. Why? Other problems when activating or registering...

P. Purchase page does not open or displays an error or is blank

Check your internet connection is okay (open another site like www.google.com). Check the link to the purchase page. If the problem persists after 8 hours please write to us using the form at the end of this page. Please use text like this "I cannot open your web page [Insert the full URL you are using]."

At the end of a purchasing attempt you should be notified that your credit card details have been accepted or declined.

If you suspect the transaction might have gone through, check your email. If you receive an email, it will have a copy of your 12-digit license serial number.

If the process fails it might be because you are using an older browser or trying to register from a LAN that does not allow this type of transaction. Please try from a different computer to see if success is achieved.

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P. Credit card is not accepted or always declined

Call your bank and ask them why it was declined (they should have a record of the attempt). Sometimes it is because your bank blocks overseas transactions (we are based in Australia). Just tell them you want to pay an Australian company and they will turn on your card for overseas transactions.

If you attempted to process the transaction more than once your IP address might have been blocked (as a fraud control measure). Wait 24 hours after your last blocked attempt and try again (or try again using a different internet connection).

Note: Please contact your bank before contacting us. Please also consider using the pay-by-bank-transfer option.

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P. When activating the license serial number an error message is generated “Failure: The license serial number is either invalid or has already been used”

The license serial number can only be activated once.

1. It is possible that you are trying to re-generate your registration and activation code using your 11- or 12-digit serial number. If this is the case the serial number can only be activated once. Please check your emails for the license information that will include NAME, LOCATION or EMAIL, and ID-KEY. If you cannot find an email with this information please contact our support department using the form below, including the name the software was registered to, date purchased and the full license serial number.
2. This error can also occur if more than 12 characters are entered into the field. This includes spaces at the beginning or the end of the number.
3. If you are trying to re-activate your license after a computer crash you will need to contact support using the form here.
   
   

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P. When activating the license serial number an error message is generated “Address is Invalid”

This usually occurs with the City/State/Post(Zip) Code fields. Please make sure that your full post code is in the far right box on this line of the form.

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P. Help for UK Addresses

For a borough in London you could enter: Westminster (City) / London (State/Province) / W1V9DD (Post Code). Please make sure your postcode has no breaks and remember to choose United Kingdom from the dropdown box.

It is not critical that you enter your full/exact address, although the City/State/Postcode fields need to be completed. We do not store these for any reason except to generate your unique license key for the application you have purchased.

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P. Help for NZ Addresses

For an address in Auckland you could enter: Auckland(City) / NZ (State/Province) / 0000 (Post Code). Please remember to choose Other from the dropdown box and type New Zealand.

It is not critical that you enter your full/exact address, although the City/State/Postcode fields need to be completed. We do not store these for any reason except to generate your unique license key for the application you have purchased.

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P. Help for EU Addresses

For an address in France you could enter: Paris(City) / FR (State/Province) / 75010 (Post Code). Please remember to choose Other from the dropdown box and type France.

It is not critical that you enter your full/exact address, although the City/State/Postcode fields need to be completed. We do not store these for any reason except to generate your unique license key for the application you have purchased.

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P. Help for Other Addresses

For an addresses that do not follow the Australian/US/Canadian format of City/State/Postcode it is not critical that you enter your full/exact address, although the City/State/Postcode fields need to be completed in some form. We do not store these for any reason except to generate your unique license key for the application you have purchased.

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P. You receive an error "enter the number of licenses..."

If you look on the left of the form you will see box(es) under the Qty heading. You must enter 1 in the box next to the item you want to purchase.

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P. I purchased a bundle and activated the first serial number, the license registration and activation code is not accepted by all the applications I purchased. Why?

When you purchase a bundle you will receive a unique 12-digit license serial number for each application that is included in the bundle. You must activate each of these serial numbers to receive a unique license registration and activation code for each software application.

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Registration and Activation Code Problems

You should have received two (2) emails from us, one containing your invoice and the second containing your 11-12 digit serial number. Please check your email boxes (including your Junk box). If you still cannot find these emails please check your Junk folders, SPAM lists or any filters or rules set up in your mailbox. If you are sure you have not received it, please contact us using the form here.

P. Your registration and activation code is not accepted when you attempt to Register your Software

Please check:

1. You are not attempting to register your software using the 11- or 12-digit license serial number. If this is the case, you must first activate your license serial number and obtain a registration and activation code at www.nch.com.au/activate.
2. You have entered all details exactly as they are received (including name, and location case sensitive). Do not change any details of the Name or Location as these are locked to your registration.
3. There are no leading spaces before or after each line of information. This often happens when you cut and paste information. If in doubt type the information in.
4. You have not installed another instance of the software using the same key on a different computer (the key locks to the computer). If this is the case please contact support using the form here.
5. You are not trying to activate a newer version of the software using your old registration and activation code. There is a 3 month period of free upgrades beginning from the initial activation of your software. After this time, to use a newer version you must purchase an upgrade using www.nch.com.au/upgrade. Unfortunately, if you have not backed up the software you initially purchase, you cannot revert back to the older version. We do not keep copies of older version software because the cost we would need to charge you for the service exceeds the upgrade cost.
6. you are trying to activate only the software that you purchased and not any other program (this is an easy mistake to make). If this is the case and you have not yet downloaded or cannot find the program you purchased, just download it again using the links at www.nch.com.au/software.

If you have checked you are not doing any of the above and this problem persists, please complete the form here. Please be sure to include:

1. The name of the software you are attempting to use
2. The date of purchase.
3. A full copy and paste of the registration and activation code you received including name, location, ID and key (copy and paste directly from the email we sent you).
4. Details of any error message being displayed.
5. The version of the software you are attempted to register (see Help -> About).
6. Confirmation the registration and activation code is not being used to activate software on another machine.

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P. Your registration and activation code is accepted initially but warnings continue

You might not have purchased an adequate license class for the features you want to use. If this is the case, you will need to purchase an upgrade using www.nch.com.au/upgrade.

Also, if you are using the IVM, check you do not have unnecessary devices listed in settings. This might trigger warnings because the software thinks you are using more lines than your license class permits.

Finally, the registration and activation code details are stored in the Registry on Windows computers. For this to happen the person entering the code into the software must be logged into the Windows computer under a user account that has administrator privileges.

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P. Your registration and activation code has been lost

At the time of purchase you would have received an email asking you to print out or backup your registration details and receipt. We advise you to store this with a copy of the setup.exe you installed at the time of purchase on a CD. A replacement Registration and Activation Code can only be re-issued when your full purchase information is provided.

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P. Your registration and activation code is not accepted after reinstallation

This may be because you are trying to activate a newer version of the software using your old registration and activation code. If you did not keep a copy of the software and have downloaded a newer version from our website you may need to upgrade. See www.nch.com.au/upgrade.

Otherwise see the problem Your registration and activation code is not accepted when you attempt to Register your Software above for solutions.

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P. Amount charged is higher than expected

Please check the following:

1. Read the email invoice carefully - often that explains the charges.
2. If you have chosen to pay by PayPal or by Wire Transfer please note that on the purchase form we indicate that special pricing is not applied and you will be charged the normal price.
3. Make sure you included in the price the support that was selected when you purchased.
4. Because we bank in Australian dollars the US dollar amount that you see on the statement might be slightly different. This is because your bank uses a different bank to the one used by our bank to convert currencies. We clearly noted this on the order form.
5. It is possible that you remember a special price when that special offer had actually expired. (Note: You would have seen the pricing on the page displayed).
6. You cannot refer to prices viewed much later or from different computers. Pricing varies from time-to-time and from link-to-link. You are charged what you see at the time of purchase.

Our automated system has been very well tested and has never been found to apply a wrong charge. We are not able to issue refunds unless you can really show our system is wrong.

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P. PayPal and Wire Transfers - Normal Pricing

If you have chosen to pay by PayPal or by Wire Transfer please note that on the purchase form we indicate that special pricing is not applied and you will be charged the normal price.

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