Cloanto online sales are processed by Digital
River, the
largest online software distributor in the world, who is the seller of the
products.
Digital River has a
Customer Service Page (see below for additional contact options), which
includes a contact form. Please use this if you:
- Received an error message when attempting to place an online order;
- Lost a software license key;
- Lost a downloadable file within 30 days from your order;
- Lost a downloadable file covered by Digital River's Extended Download
Service;
- Lost a Digital River password.
Important: Cloanto does not receive any credit card
information (not even partial numbers) or passwords related to your Digital
River orders. Please do not send us such information. Also, we have no way
to manually let Digital River "approve" an order (if prompted to contact
customer service you must contact Digital River as outlined above).
Digital River has
several systems in place to try to detect fraudulent use of stolen credit
card numbers. Sometimes this results in a "false positive". If you receive an
error message when placing an order please contact Digital River rather
than attempting to order multiple times (which will only lead to a
frustrating experience, as it won't help). Sometimes if you use a name,
physical or email address which is different from that of a previous order
the automatic fraud-prevention system may issue an error, which can easily
be manually overridden when Digital River receives your request for
assistance. If instead you retry multiple times the repeated attempts may
be ranked as increasingly "suspicious" rather than helping you overcome
the error.
When you purchase a software product a license key (which
may also be referred to as "serial number") is both displayed on
screen and emailed to you. We advise to write down this number as soon as it is displayed.
It is also recommended to make a backup copy of the download file. If you
lose the license key you can recover it online as explained above.
If a
password is required to recover a lost order and you also lost the
password, please contact Digital River, who can solve this for you.
Digital River offers two download options: the traditional HTTP download,
and the optional eBot download wizard, which includes a Resume option.
Should you experience difficulties with one of the two download methods,
we recommend that you also try out the other one.
If an evaluation
version of a software product is available from Cloanto, then that
downloadable file can in general be used to repair or reinstall a
previously-purchased product. All you need to do is enter your original license
key and the other registration details when installing the software.
Most of these issues can be solved automatically in real time, while other
requests are usually answered in less than 60 minutes (24 hours a day, 7
days a week). Digital River also offers additional contact options:
- Online Contact Form
("Contact Customer Service" option)
- North America toll free: 1-800-656-5426
- International telephone: +1-880-656-5426
Please only contact Digital River if you have billing questions or
difficulties ordering or downloading the software, or if you need to
recover an item as outlined above.
For all other issues,
including technical support, please refer to the support and contact links
on the relevant product web pages and sites.
