Frequently Asked Questions and Answers
These FAQ's are provided to help answer your questions quickly and easily, without the need to wait for a response from our technical support staff.
Select a category:
Licensing | General | Journal
I lost my license information (name and id code). What can I do?
Settings are not being saved and/or the program crashes.
If you already purchased a license you can visit the licensed user page at:
Click the License/Download tab and you can obtain ID codes and downloads for products you purchased, that are still available. You can also change your email address in our database and purchase upgrades.
The Controlled folder access feature in Windows 10 can stop programs from accessing certain folders on your system, which can stop the program from running correctly. You will need to allow the program access. You can find the necessary settings in Windows Security or access them by following the instructions in the alert.How to re-install after a crash or purchasing a new computer?
When you purchased your license you were provided with the install file and your license information (name and ID) and told to keep these for future use. You will need both the install file and the license information to re-install. You also had the option to purchase a backup CD, which includes everything you need to re-install.What will I receive when I purchase a license?
After your system is back in working order all you need to do is install the software using the install file you saved, then enter your license information into the software to re-register it.
Once the software is installed and your license information entered you will need to restore your data files from a backup or copy them to your new computer.
1. LICENSE INFORMATION/FULL DOWNLOAD - Once your order is processed you will receive an email containing your license information and a link to download the full version. You download and install the full version then enter your license information to register it.How secure is the online order process?
2. UPDATES - Licensed users are entitled to free updates for one year from the date of purchase. The software does not expire and can be used as long as you want even after the update period is over.
3. A Backup CD (IF YOU ORDER ONE FOR ADDITIONAL S&H CHARGE)
Completely secure. We use industry standard SSL encryption to ensure that any data sent to our order site is completely secure. Our credit card processor stores all credit card information in a completely secure location that is not directly available from the Internet. You can rest assured that orders placed will never compromise your credit card or personal information.My license information does not work. What should I do?
We never make any of your personal information available to anyone.
When you place an order you receive the license information for the latest version of the product you select. There are several possible reasons for your ID code not working:I just purchased but did not receive my license information. Why?
You are using a newer major version of the product you purchased. Your license information work with the version you purchased and older versions. For example, if you purchased V10 your license information will work with 10, 9, etc but will not work with V11. Choose About on the Help menu within the software to determine the version then compare it to the version shown with your license information.
You are not entering your name and ID code EXACTLY as it was given to you. Your name and ID code must be entered exactly. We recommend copying and pasting your name and ID code to avoid errors and tedious typing.
The date on your computer's clock is not set correctly. Before entering your license information be sure the date is set correctly. You can do this by double clicking on the time and or date in you system tray or notification area or by clicking on the Date and Time icon in Window's Control Panel.
A firewall or proxy server is stopping the software from reaching the Internet for activation. Disable any firewall or proxy then re-enter your license information. If you cannot disable the firewall or proxy please contact us for an alternate method of activation. If there is a MACHINE ID shown on the screen where you enter the license information be sure to include that in your email or we cannot provide an alternate method.
You purchased the wrong product. Contact us and we will advise you on how to order the correct product and receive a credit for the wrong product.
If I purchase a single user license can I install on more than one computer?
When the order is completed your license information is displayed right in your browser. It should be printed out. An email is also sent as a second confirmation.
If that email address is not correct or there is a problem with your mail server the confirmation email may take longer to reach you or may be unable to reach you all together. Please check all your email accounts carefully for the email. SPAM filters are being used on just about all email accounts and often improperly catch emails from ecommerce sites. Please check your folder where emails that are flagged as spam are sent . This is usually a folder called "bulk", "junk", "spam", but it depends on your ISP.
Keep in mind that before we can help you we must receive the order as well, so if you order was not completed (you did not receive a confirmation number on screen) then you will need to re-place the order.
If your order was processed you can obtain your license information at any time by visiting the licensed user page at:
A single user license allows you to install the software on up to two computers that you use as long as the software is only used on one at a time. If it will be used on both at the same time (you using it on one and another person on the other) then you need two licenses.I sent a message but have not received a response. Why?
Our support team responds to each an every message we receive, but because email is so unreliable there is no way to guarantee that our email to you will be received. That is why we recommend you use our support ticket system. To do so click the Contact Us
link on the right side of this page then use the form to open a new support request.
If you already sent a message and have not received an email reply please use the confirmation email you should have received to login and view your open requests and our replies. Please do not open multiple support requests as it will only cause confusion and delays. If you did not receive a confirmation email after initially opening your request then either the email address you used was incorrect or your bulk mail filter is catching the emails. You can login direclty by visiting: