Support FAQ
Do I have to extend my support for my One-Time purchase license if I don't want to?
You don't need to subscribe when you
don't feel like you need direct help from our team, but if that changes, you can
purchase the subscription at any time and have it available again for another year,
starting from the date of your purchase.
I am unable to purchase to extend my subscription because my version is out of support.
While our one-time purchase licenses
work indefinitely and never run out, older versions are discontinued after some time and
if a specific version or service stops working, we would not be able to provide a fix,
because the version is no longer in development.
Since we believe that finding out
after the purchase that we cannot help would not be fair, we instead encourage you to
upgrade to the newest version, where we can implement any needed fixes. Upgrade purchase
automatically includes 1-year of support.
Free licenses and Personal and
Business license subscriptions are always valid for the current major version.
Why is the support included in each purchase, why can't I opt out?
For Personal and Business license
subscriptions, the VIP Support is just part of your subscription, the cost is not
separate.
For one-time purchase licenses - when
you get a license for a new device or upgrade to a new version, there can be some period
of time when you're getting used to the new program. This is the time when our users
reach out to the support the most, so we include the support extension so any questions
and problems can be quickly resolved without forcing a separate purchase.
How can I find out if my VIP Support subscription is active?
For Personal and Business license
subscriptions, the date of expiration is the same for your license and VIP Support.
For one-time purchase licenses, you
can check the expiration date for your support subscription by getting your license info via the Lost Activation key page.
If you have a Business license you
can check the expiration date in the License tab in the License manager.
I have license with lifetime upgrades but cannot log in the Support page.
The subscription applies the same way
to all licenses, so it can expire even for users with Lifetime Upgrades. When your
Support subscription expires, it does not change the validity of your license, it will
work the same way. You need to renew your subscription if you want to get access to the
VIP Support.