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.
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are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn.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.
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.
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.
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.
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.
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.
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.
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.
If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.
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
To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.
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.
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.
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.
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.
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