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Support Center - Answers to order questions
Here you can find answers to questions about purchase and registrationInquiry
- Does the software support Mac OS X or Vista?
The software can't run on Mac OS X currently. It only supports Windows NT4.0 + SP6/2000/XP or above, including Vista, but not Windows 98 or Windows Me.
- How to remove the logo in the middle of the image?
The logo is the only limit for the trial version. The functions in the trial version are the same as those in the retail version. Please purchase our software here
- What will I get, if I purchase the software?
You will receive the email within 24 hours, which depends on the delivery of the email system offered by the relevant E-commerce Payment Processing Service provider you selected, SWREG or REGNOW. Please ensure your MTA allows emails from our domains and SWREG or REGNOW. You may find a link for receipt and link for key code. You can print the receipt and open the link for key code. Then you can download and install the retail version from the download link and register with the registration code.
- Can I get a CD for storage?
Yes, you can. However, as SWREG does not support CD delivery now, you should purchase the software through REGNOW. Please find the option for the CD and check to include CD. Please enter a valid mailing address, so that you can get the CD ASAP.
- Will the updates be free of charge, if I have purchased the software?
It is free to update the same version suffix, e.g. it is free to update from v1.1 to v1.6, but you may have to pay extra fee for the upgrade from v1.12 to v2.1. Generally, there will be a great upgrade when the version suffix is changed, with which you may have tremendous enjoyment with the upgrade. All rights about the Price are reserved. When an upgraded version is available, you may receive an email with the release new if you have purchased the software.
- I will install it on my PC, but soon I'll purchase a new laptop. Must I purchase two licenses?
For desktop software like FLV to Video Converter, as the license is per computer, you have to uninstall the program completely from the old computer and delete the installation folder from the old computer. Then download the retail version from the link we offered after you purchased to the new laptop and then install it.
You should purchase two licenses, if you want to use the software on both the old computer and the new laptop.
- What is your refund policy?
Requesting refund with the reason "purchasing the wrong product" will not be approved with the refund, as a "try-before-you-buy" version is available on our website for you to decide which product will meet your requirements.
We recommend that you explore the description about the products and download the trial version. Then choose to purchase the exact product with the right name.
- What are the ways available for me to purchase the software?
There are several ways to purchase our software. You can pay by credit card online or credit card by fax or by phone. You can also pay by ACH with Proforma Invoice, wire transfer, bank check/cheque or PayPal. Generally credit card online is recommended, as the order will be processed quicker with valid credit card.
- I want to pay via credit card online, but what does Card Security Code mean?
The card security code is often known as CSC or CVV2. It is the last 3-digit number printed on the back of all Visa, MasterCard and Switch cards, which shows a strip for signature and a sequence of numbers.
For American Express card, the Card Security Code is the 4-digit number on the front of your card, above and either on the left or right of the account number.
If you want to purchase via REGNOW, the statement for the CSC is Verification number.
- What kinds of currency do you accept?
Via SWREG: Nearly all kinds of currency are accepted, including US $, GBP, EUR, CAD, JPY, CHF, AFA, ALL, DZD, ARS, AUD, BSD, BBD, BMD, BRL, GRL, CLP, CNY, COP, XOF, CRC, CYP, CZK, DKK, XCD, EGP, FJD, XAU, HKD, HUF, ISK, INR, IDR, XDR, ILS, JMD, JOD, KWD, LBP, MYR, MTL, MXN. MAD, NZD, NGN, NOK, PKR, PHP, XPT, PLN, ROL, RUR, SAR, XAG, SGD, SKK, ZAR, KRW, SDD, SEK, TWD, THB, TTD, TRY, AED), VEB, VND, ZMK. You can select the currency you want when you face the first step of the purchase.
Via REGNOW: Only US Dollar, Euro, Pound Sterling, Australian Dollar and Canadian Dollar are available when you purchase. The Prices listed are USD based.
- I notice that there is an item named "Registration Backup Service" below the software, must I pay for it?
This kind of service is offered by SWREG, and it is automatically included when you click to pay for products. It depends on your needs to include this kind of service or not with extra payment. There is also such item named "Extended Download Service" with REGNOW. With SWREG, you can directly click "Remove" to exclude the item. With REGNOW, you need to check the box on the "Remove" column and click "Update" button to save the change.
- What is PayPal?
PayPal is an e-commerce business owned by eBay. It enables any individual or business with an email address to securely, easily and quickly send and receive payments online.
- What should I do if I want to pay via PayPal?
The process to pay via PayPal is:
Step 1: Find the software you want to purchase and click on the "Buy Now" button for the software.
Step 2: Check off the quantity you want to purchase and fill in the form with the email address for your PayPay account and choose PayPal as the payment method. If you don't have an account on PayPal, you should create one with your information.
Step 3: Confirm the payment. Login your account and you will find an email you about the payment for the software, click to confirm the purchase.
- I purchased your software via wire transfer, but I still have received no email from you.
It may take a longer time to purchase via wire/bank transfer than credit card. If you are not sure whether your order is processed or not, please send us an email with your payment information.
- I just ordered the product, but received an error stating that my order can not be automatically processed at the moment and will be manually processed. What should I do?
Possible cause for the error message is:
a. Invalid information entered. This order had been declined by the fraud team as the contact details given on the order were all invalid. Please fill with valid details or re-order with the correct details.
b. Credit card rejected. The card issuing bank has refused authorization for the payment. Please contact the bank & clear the payment. The bank will also be able to advise the reason for the decline statement.
c. The order is not processed because the card type is unknown.
Please send us an email to email@example.com with the Order No. and the registered email address if you are not sure with the cause. We will find out the cause for the problem and inform you about the situation as soon as possible.
- I was in the process of ordering had not input my credit card info and lost my server. I went back to the main page to try to order and this time I did input my info with Credit card, hit submit and it tells me error and that the software had already been ordered. Did I order it or not? Can you please tell me if I have purchased?
Please contact our support at firstname.lastname@example.org with the Order No., the software you want to purchase and the registered email address, so that we can have a check on the purchase record to see if you have purchased the software.
- I can't find the registration code/serial number in the order confirmation email.Can you send me the key code again?
Please notice that there is a statement saying "Get registration info here:" and click on the link beside and then you will face a page with download link and registration code. Download the full version and the registration code only works with the full version.
- I have purchased the software but there no email from you.
Please ensure your Email server, MTA, allows emails from us, SWREG or REGNOW. If you don't have email blocked, please contact us with your Order No. and registered email address via email@example.com or call +86-755-86182479.
- I bought this, but now it is telling me that the download link is corrupt/invalid. How do I get this running?
Please wait for a while to download the software again from the link we offered, ensuring the URL is correctly linked, i.e. there is no space with the download link.
If you still can't download the file, inform us with your Order No. and registered email address via firstname.lastname@example.org or call +86-755-86182479.
- I receive the email, but I can't find the Retail version anywhere.
Please notice the statement in the email saying "Get key code here:" and click on the link beside and then you will face a page with download link for the retail version and registration code.
- I can't find the registration code/serial number. The key code/serial number is blank in the previous email. Can you send me the key code?
Please notice that there is a statement saying "Get key code here:" and click on the link beside and then you will face a page with download link and registration code. Download the retail version and the registration code only works with the retail version.
- I get an error stating "The setup files are corrupted. Pleas obtain a new copy of the program." when I try to install the full version.
This might be caused by incomplete download of the full version or we are uploading the update version of the program.
- When I am installing the retail version, a message pops up asking me if I want to install the program to the same folder.
Please click to install to the same folder, so that you won't have two folders for the program on your computer, even if you don't manually uninstall the previous version.
- Error "Setup files are corrupted", how can I do?
That's may because there is something wrong with your OS. Skype has the same problem with you, and you can check it via http://forum.skype.com/lofiversion/index.php/t54014.html.
Please follow the steps below to solve your problem:
① Please reboot and purge the following folders, please make sure that "x" is your OS disc.
x:\Tmp if available
② Clear your Download Folder (desktop?)
③ At least delete manually downloaded SWF to Video Converter Pro-setup-file, including the files in "Recycle bin"
④ Reboot your computer.
⑤ Disabling VirusScan, download latest SWF to Video Converter Pro setup file again.
⑥ But now download to a different location than last time. Do not use default location.
⑦ Install SWF to Video Converter Pro to a different location than last time with a different name. Do NOT use default name, use "SWF2Video" for example.
- I encountered an error message "RegOpenEx failed;code 5.Access is denied" when trying to install the software. What's up?
It's because you don't have enough right to access relevant register table. At this situation, you have to ask your system operator for enough right to install the program.If you choose "Ignore", next time when running this program, dialog box like below will probably pop up, then you have to choose "Open" while canceling the item "Always ask before opening this type of file ".
- I have purchased Moyea SWF to Video Converter Pro, but I can't upgrade to the latest version.
Please check if you download the right version--retail version or contact us with your Order No. and registered email address via email@example.com or call +86-755-86182479.
- I just purchased the software, but when I enter the code, it keeps saying "Invalid registration code".
Please make sure the following points:
a. There is no space in the beginning or at the end of the code; otherwise the code is recognized as an invalid code.
b. The current version installed is the retail version.
The trial version has a button "Try", after you click the desktop icon or quick launch icon. There is only a "Register" button for the retail version.
If the current version is a trial version, please download the retail version from the download link we offered after your purchase. If the current version is the retail version, please inform us with your Order No. and your registered email address for the purchase via firstname.lastname@example.org or call +86-755-86182479.
- I checked my credit card and found that I was charged more than the Price advertised.
The extra charge depends on the payment method you chose and the VAT/tax you should pay for the purchase. When you clicked to purchase the software, you would face a table with product name and quantity and so on. Under the name of the software, there is an item for "Registration Backup service" offered by SWREG or "Extended Download Service" offered by REGNOW after you confirm the quantity of the software. You must have included the service when you purchased the software.
- I lost my registration code to unlock the program.
You can contact us with your Order No. and your registered email address for the purchase via email@example.com or call +86-755-86182479. You will retrieve it after the information is confirmed by our support.
- I want to change the registered email address.
If you want to change your registered email address, please send an email to firstname.lastname@example.org with your reason to change the email address, the Order No. and registered email address, and the email address you want to change to, plus mailing address or phone No. or other information you keep for the purchase.
- I am not satisfied with your product. I want to get my payment refund..
We guarantee you the money back with the purchase Price of the product you mentioned, if the product meets the refund policy. Please contact our technical support about the issue you encounter in detail, and we will offer the best solution according to the condition.
- I find out that I bought the wrong product after installing the software.
Can I get the refund to purchase your another product? We are sorry to inform you that in this case we could only offer a discount to you for the product you want. Please contact support staff about the situation with your order number and/or email address.
- How long does it take to get the refund on my credit card statement?
The refund will process will appear on your credit card statement in 10 to 15 business days, if your refund request is approved. Please contact your credit card company about the statement posting, if you can not find the statement on your credit card after 15 business days.