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Order Information

  • What is my order status?
    You can view your order status by looking up your order. Order History
  • What is the Extended Download Service (EDS)?
    EDS essentially allows you to download your purchase again for up to EDS_TIME_PERIOD, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of EDS_TIME_PERIOD after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.
  • What is a BackUp CD?
    A BackUp CD is an additional service we offer for downloaded products. It allows you to purchase a physical version of your downloaded software from within the shopping cart. You can only purchase a BackUp CD along with a download product you purchase. BackUp CDs cannot be purchased as stand-alone products.

    If you want to purchase a BackUp CD for the downloadable products in an existing completed order, you must look up your order and complete an additional purchase.

  • What payment methods can I use?
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  • Should I use spaces or dashes when I enter my credit card number?
    No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
  • Does my billing address have to match the address on file with my credit card?
    Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
  • Why is my credit card being rejected?
    There are many possible reasons for a credit card not being accepted:
    • The card is expired.
    • You have reached or exceeded your credit limit.
    • You have exceeded your daily charge limit.
    • A computer at either end of the transaction is having technical problems.

    If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.

  • When will my credit card be charged?
    For purchases of downloaded products, your credit card will be charged within a day of the completion of your order.

    For purchases of physical products, if you purchased using a credit card, you won't be billed until your product is shipped. This includes any backordered products. If your items are shipped separately you will be billed each time a product is shipped.

    Please note that online statements for credit cards and debit cards may display a pre-authorization of funds immediately after purchase. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days for credit cards and 7 business days for debit cards. If you need assistance removing a pre-authorization from your card transaction history, please contact your bank or financial institution.

  • How will the charge appear on my credit card?
    The charge for your order will appear on your credit card as: "CHARGE_DESCRIPTOR"
  • Can I order without a credit card?
  • Do I have to pay sales tax?
    Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

    TAX_INFO_FAQ A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

    If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Please enter your VAT exemption number when prompted during the purchase process. To be prompted for a VAT exemption number, be sure to enter a Company Name when entering your billing information. When your VAT exemption number has been validated, your VAT will be automatically updated to zero, if applicable. In the event that your order does not qualify for VAT exemption, we will not be able to remove this charge from the order.

    Tax-exempt individuals and entities in the United States can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. You can fax a copy of your certificate, with order number or invoice to DR_US_FAX_NUMBER.

  • How do I get a copy of my invoice?

    Please, refer to section How do I manage my order, including viewing my invoice, downloading and activating my software, cancelling my order, requesting a refund, and changing auto/manual renewal?

  • What do I do if I forgot my password?
  • How will you know where and how to send my physical product?
    If you order a physical product, Shipping Information fields will appear during checkout so you can enter a shipping address and choose a shipping method.
  • How do I start a new order?
    Because our site uses cookies, you may see some items in your cart that you no longer want. Click here to reset your shopping cart contents and start a new order.
  • What should I do if my payment fails, or if I do not receive an order confirmation and/or download and activation instructions?

    It is possible your order failed or did not complete due to incorrect payment method. Reasons may include (but are not limited to) a block on the credit/debit card, typing in the wrong credit/debit card number, or typing in the wrong expiration date. We recommend you contact your credit/debit card company to make sure there’s no block or insufficient funds. You can then log in to “My Order History” to correct the incomplete order, or simply place a new order. Placing a new order will not incur a charge on the incomplete (previous) order.

    If the issue persists, please contact Digital River support. Please be sure to provide the name and email address used to place the order.

Shipping Information

  • Has my order shipped?
    Click here to look up your order and see the shipping status.
  • How do I get my tracking number?
    If your order has shipped, click here to look up your tracking number. Please be aware that some shipping methods do not come with tracking information.
  • Do you ship to my country?
    You can find a list of countries we are able to ship to displayed in the shopping cart during the purchase process.
  • I live outside the US. Do I have to pay customs fees?
    If you live outside the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by this company, and this company does not have control of these fees.
  • When will my backorder ship?
    Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, additional stock will become available within a week. You will receive an email as soon as your product ships. If you purchased using a credit card, you will not be charged until your order has been shipped.
  • Can I change my shipping address?
    Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.
  • Can I change my shipping method?
    Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Technical Assistance

  • How do I get technical support for my product?
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    For technical assistance with the installation, activation, use, or uninstallation of your product(s), please contact Technical Support at:

    Technical support email: TECH_SUPPORT_EMAIL

    Technical support URL: TECH_SUPPORT_URL

  • Why do I need to set my browser to accept cookies?
    Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
  • Are cookies a security risk?
    No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.
  • How do I set up my browser to accept cookies?
    If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom, click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

    If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

    If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

How to manage a subscription with My Account

    All related information to a subscription can be handled in this section My Account

  • How to change my name and password?
    If you want to change your profile information (name and password), click on My Profile and the screen below will appear. Change the values you need and click Save Profile for changes to apply. My Profile
  • How to change or add address information?
    If you want to change your address information, click on My Address Information and the screen below will appear. You can edit and change the existing addresses by clicking the edit button at the end of each address. You can also add as many addresses as you want and use one of them as a default by filling in the below information. My Address Information
  • How to change my payment information?
    If you want to change or add payment information, click on My Payment Information and the screen below will appear. You can change your credit card number or add a new one by filling in the information below or reset the one you had. You can always define one of them as the default one. My Payment InformationMy Payment Information buttons
  • How do I manage my order, including viewing my invoice, downloading and activating my software, cancelling my order, requesting a refund, and changing auto/manual renewal?

    If you want to manage anything related to your orders, click on My Order History. A selection of orders will appear, and click on the order number of the one you want to manage. My Order History

    Once you’ve selected your order, the screen below will appear. Details of the order will appear (product, quantity, subscription term, renewal type). If you need to download the software, click on begin download. You can also view the activation code that you’ll need to activate the software, located below the begin download button. By clicking the View Invoice button, you’ll be able to view the invoice in the screen, save, or print it. Order DetailsView Invoice button

    When clicking Manage Subscription button, the screen below will appear, and allow you to change your auto renewal to manual renewal, and change address and payment information, too. Subscription Details

  • How to change Auto-renewal or Cancel an order?

    By default, when you buy a subscription, the renewal is set up to automatically renew. This means Auto-renewal is ‘On’, so renewals will automatically occur monthly or annually (depending on which subscription term you selected). . To cancel a subscription or manually renew, please check “Automatic Renewals: Off” as shown in the screen below. If Automatic Renewals is off, a reminder email will be sent a couple days before the expiration date and the customer will need to click on the below Renew Now button if they want to continue using the software. If they want to cancel the subscription, no action is required and after the expiration date, the subscription will be cancelled. Renew Now button

Download Information

  • Is there anything I should do before I download?
    For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:
    • Firewall – A firewall can prevent you from downloading a file.
    • Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
    • Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
    • Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

    If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

  • How do I download my purchase?
    You can download by either clicking the Download button on the Order Details page or by right-clicking on the Download button and clicking Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

    Where should I save the download file?
    You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

    What will happen when I download?
    Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

    What should I do after I download?
    When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

    If you have more questions or need help with your download, please contact Support Partner or Siemens Global Technical Access Center (GTAC) using the information below.

    Siemens Global Technical Access Center (GTAC) email: TECH_SUPPORT_EMAIL

    Siemens Global Technical Access Center (GTAC) URL: TECH_SUPPORT_URL

  • Is downloading the same as installing?
    No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

    For assistance with the installation, use, or uninstallation of your software, please contact Technical Support using the information below.

    Technical support email: TECH_SUPPORT_EMAIL

    Technical support URL: TECH_SUPPORT_URL

  • What if the download stops before it completes?
    If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page click here to look up your order.
  • I finished downloading my purchase. Where was the file saved?
    The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.
  • How can I re-download software that I have purchased?
    To download software you have already purchased, you will need to look up your order and click the Begin Download button.
  • I want to re-download my purchase, but the Download button is gone.
    There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days and you did not purchase the Extended Download Service (EDS) for your order, then the download period has expired. Please contact Digital River customer service for support.
    Please click here to look up your order and purchase EDS for your product.

    If you purchased EDS but are still unable to download, make sure the order is not more than EDS_TIME_PERIOD old. EDS downloads are limited to EDS_TIME_PERIOD after the initial product purchase.

  • What is the Extended Download Service (EDS)?
    EDS essentially allows you to download your purchase again for up to EDS_TIME_PERIOD, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of EDS_TIME_PERIOD after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

    To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

  • How do I get a physical version of my downloaded product?
    Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.

    If you want to purchase a BackUp CD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

  • How do I get my activation code?
    If your product requires a activation code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your activation code by looking up your order.
  • What do I do if my activation code is not working?
    First, make sure you have the correct activation code. You can get your activation code from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

    Second, please note that activation codes, registration numbers, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.

    If you still have problems, contact your Siemens Support Partner Or Siemens Global Technical Access Center (GTAC).

Returns and Cancellations

  • What is your refund policy?
    The SITE_NAME store by Digital River offers a 10-day money back guarantee.
  • How do I request a refund?
    To request a refund, you must look up your order and then use the request a refund option to submit your request.
    To request a refund, contact Customer Service.
  • How do I cancel my order?

    It is possible to receive a refund if you request it within 10 days of your purchase or renewal. Please see section How do I request a refund? to see how to proceed.

    After the initial 10 days since purchase, it is not possible to receive a refund. However, you can opt out of the auto-renewal for the following month/year so your subscription doesn’t renew again. Please see section How to change Auto-renewal or Cancel an order? to see how to proceed.

  • When will my credit appear on my credit card?
    Your refund credit will appear on your card 5 - 7 business days after we receive your completed letter of destruction (ELOD or LOD). As part of the Request a Refund process, you will get a screen to accept the ELOD.
  • How do I cancel an auto-renew subscription?
    To cancel an auto-renew subscription, please refer to section How to change Auto-renewal or Cancel an order? to see how to proceed.
  • What is your policy on cancelled subscriptions?
    Shoppers (subscribers) will receive the subscription service for the full time period for which they have paid, even if the auto-renewal option is cancelled. Cancelling the auto-renewal on a monthly subscription means that the subscription will not be renewed in the following month but the subscriber will continue to receive the subscription until that time.

Product Recycling Information

  • What are recycling fees in the United States and Canada?
    What is this fee?

    Many states, provinces, and cities have passed laws that obligate manufactures and retailers to handle the cost and handling of end-of-life electronics and electrical goods (eWaste). Digital River and our suppliers adhere to all local recycling and environmental laws that impact the products we bring to the market.Many of these laws require recycling fees to be charged at the time of purchase. The recycling fee helps fund recycling facilities in your area and ensures that this service is available to you when a product reaches its end-of-life.

    Where does the money go?

    Fees collected for recycling are paid directly to the compliance agencies that coordinate recycling in your community. The compliance agencies then distribute the fees to the recycling facilities. Fees charged for products are separate from the membership fees manufactures pay to support the administration efforts of these recycling agencies.

    Why do I have to pay this fee?

    These fees go toward supporting recycling programs as mandated by law.However, in many states and provinces, the fees are already included in the product price and are not visible to the consumer.

  • Where can I recycle my product in the United States?
    eWaste should never be disposed of with normal household waste. Even with current environmental laws, many devices contain substances that are harmful to the environment and pose a public health risk.

    eWaste and batteries of any size or function can be responsibly recycled at your municipal recycling center. For Information on where to recycle in your state, please visit www.recyclingcenters.org/electronics_recycling.php

  • Do products sold through Digital River meet RoHS standards?
    As reseller of record, Digital River is obligated to ensure that all products sold through our e-commerce platform meet the strict environmental requirements outlined in the Restriction on Hazardous Substances (RoHS) directive. As a commercial partner to our clients, we are not involved in the product design or manufacturing process. However, we contractually require our partners to adhere to the restrictions outlined in this, and all environmental legislation.

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