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Q: How long will it take to get your supporting response?
A: Generally, we'll reply to you within 24 hours except for weekends or holidays due to the time difference. But in most cases you'll get our response in a few hours or immediately.
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Q: How can I get the free trial version of the software?
A: Download the software you want from our website and install it. When you perform the conversion, a registration request window will pop up. Please ignore it and directly click Later button, and then you get the trial version.
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Q: How to purchase your product and how long will I receive the license code after I complete the purchase?
A: Find the product you need on our website. Click Buy Now button and finish your order - Normally you will receive the license code by Email immediately after your successful purchase. However, sometimes you didn't get it for some reasons (for the details, please see below).
Note: Please provide valid Email address when you fill the order form. Please keep registration information of the software you received well for further use.
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Q: Why I didn’t receive the license code for several hours after my purchase?
A: There are several possible reasons:
1. Because of your Email setting, the letter with license code went to Trash directly. Please look for the letter there.
2. Your Email service provider rejects Emails from unknown senders, so the license code cannot be sent to you.
3. You provided invalid Email address when you ordered the software.
If you are under one of the last two situations, please contact our Sales Team at sales@xilisoft.com to get assistance.
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Q: If I want a CD-ROM of the software, what should I do?
A: You have to place your order via Emetrix platform. When you order our product, you can check the option "Add a CD-ROM". You need to pay an extra fee $9.95 for each CD-ROM. If you live in the US, you are supposed to receive the CD within a week. If not, you are supposed to get it within one month. If you have any questions regarding CD-ROM, please contact our agent Emetrix at support@emetrix.com to get quick assistance.
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Q: Do I have to wait for the CD to begin using the software?
A: You don’t have to wait for the CD. You order the downloadable version of the software at the same time you order the CD. You can download the software from our website to use it at once. Please use the registration information you get from the confirmation letter to register the full version of the software.
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Q: If I don’t need the CD but purchased it by accident, what should I do?
A: If you don’t need the CD, please uncheck this option before you complete the purchase. If you purchased the CD by accident and you have no need of it, please contact us. We will refund the CD for you.
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Q: How to register my software?
A: After you purchase the software successfully, you will receive registration information via Email within one business day. Download the software you bought from our site and run it. Click "Enter License Code..." in Help menu or the menu named by our software name, enter your name and license code in the corresponding box to finish the registration.
Note: since the license code is letter-sensitive, please COPY and PASTE the code. And don't add any blank before or after it.
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Q: I entered the license code you sent to me, but the software said "Registration info is invalid". Why?
A: There are several possible reasons for the failed registration.
1. This is caused by entry error. You'd better copy and paste the license code to avoid a typo. And please don't add any blank before or after the code.
2. License code is for the old version, but you use it to register upgrade version.
3. You order or download wrong product, such as mix up Xilisoft DVD Ripper and Xilisoft DVD Ripper Platinum.
4. You mix up the Windows and Mac version products. Please note that they are completely two different products and get different license code for each own.
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Q: I lost my license code, can you send it again?
A: Sure. Please write to us at sales@xilisoft.com, and please enclose your order related information (such as Order ID, E-mail address and name you used when you purchased etc.) which will enable us to find your order in our database in time.
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Q: If I purchase your software, can I upgrade it for free in the future and how to apply the upgrade?
A: You can always get normal update version of the software for free. Some of our products can check for the updates automatically. You can click “Check for updates” in Help menu to use this function. For other products, you can get the update version from our website. Your original license code is still valid for the update version. As of the upgrade, it is paid one. If you need the upgrade version, please contact us to get upgrade link. Usually previous users can get a preferential price to upgrade their software.
Note: License code you purchased for the old version is invalid for the upgrade version.
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Q: I get a new computer, what should I do to move the software I purchased to the new computer.
A: First please uninstall the software from your old computer. And then download the version you purchased from our website at http://www.xilisoft.com/downloads.html or use the CD you purchased to install it on your new one. Use the registration information you got before to register the full version.
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Q: Do I need to re-register after I re-install the software?
A: Yes. You need to re-register after you re-install the software.
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Q: I am worried about my private information and I dislike paying online. Do I have other means to purchase your product?
A: You don’t need to worry about that. Our payment platform is secure. If you don’t like to pay online, you can choose Emetrix platform to purchase. They provide other payment means such as Check/ Money Order, Fax Order, Phone Order etc. For the detailed information, please visit this page to get: https://secure.emetrix.com/order/options.asp?DID=34683058&OF=2&UN=xilisoft
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Q: When I placed order via Emetrix platform, I found that I was charged for Registration Backup Service. What is it?
A: The Registration Backup Service is offered by Emetrix which backups your registration information. With this service, Emetrix retains a backup copy of your registration code, for a period of a year, should you need it again in the event of loss, a computer crash, virus, etc. If you don’t need this service, you need to uncheck this option before you complete your purchase. If you purchased it by mistake, you can contact us for help.
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Q: Am I entitled to a refund?
A: You can find certain conditions to apply for a refund here.
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