Help..... I ordered a keycode but have not received it yet I have sent you emails but had no reply, or I never received download instructions I ordered some software and am still waiting for the download link I am still waiting for something to arrive in the mail I gave you the wrong email address and need to change it I want to order by phone/fax and not give my credit card number over the Internet. I want a refund for a product I need a printed receipt I need a new confirmation email or a new key code, I lost my code/software. My card keeps being rejected - why? The program I downloaded will not install or the keycode does not work The program I purchased is buggy or I am having technical difficulties The amount on my receipt and the amount on the credit card statement is different I get an error message when I try to download the software I paid for or when using the Activation/Key code. What is your Privacy Policy                                     Return to top Return to top We always reply to customer questions, usually within 24-48 hours during the business week(not weekends or holidays). If you did not receive a reply there are the following possibilities: 1. The email address you specified as the reply address is not valid. 2. The email address you specified as the reply address has a full mailbox and all mail to it is bouncing. 3. The email address you listed in your request as the reply address is not your actual address 4. You used one email address in the FROM: or REPLY-TO: fields which is known to be incorrect and asked for responses to be sent to a different address(set your REPLY-TO address to the correct address before emailing, we receive hundreds of emails so cannot possibly play detective and figure out people's real address, we only respond to the address you provide as the reply-to address in the reply-to field.) 5. You have not read the email for the email address specified as FROM/REPLY-TO in the mail you sent. 6. You are on AOL and have your settings set incorrectly to block valid emails or you used a screen name that is not valid and your reply bounced because you used an invalid screen name. 7. The email address you specified as the reply address is not yours so someone else received the email and deleted it. 8. You sent email to another company or to an incorrect support address. 9. You sent HTML encoded email and it was automatically deleted as spam, send only plain text emails. 10. You sent an image or other attachment with no text explaining what the message was or no subject and it was deleted as spam. Do not send images or screen shots or .DOC files, just retype what error messages you see. We will not open .doc files, they are filtered as viruses. 11. You sent email through ebay or paypal and the email address you have listed with them was invalid. When we receive a paypal payment notice or ebay question we can only respond to the address provided, we have no way of knowing you have changed addresses. 12. You are using a spam-mail blocking service that blocks all of your incomming email. 13. You are using a road runner (...rr.com) email address. Road Runner is filtering your email and blocking legitimate emails so you will never receive them. Get a decent email account elsewhere. You can also contact support at spamblock@security.rr.com and let them know that their policies are interfering with you receiving legitimate emails. 14. You are sending mail from a roadrunner *.rr.com address. Roadrunner is filtering your email and blocking approximately 45% of all internet sites. That means there is only a 50/50 chance that you will ever receive a reply to anyone you email. If you have roadrunner service you should a) complain to roadrunner about their non-functional system which they have refused to fix, b) get a decent email account elsewhere(try netscape.com or another free email service) You should also know that roadrunner has intentionally begun blocking automated error messages to prevent it's users from knowing that their mail was not delivered or that it has bounced. 15. The email was simply lost, try asking again, if you still do not receive a reply then see the above possibilities. We receive emails every day that fit into one of the above categories. Hotmail.com and aol.com are notoriously unreliable and well known for losing and bouncing email. Erols.com, home.com, pacbell.net frequently bounce email. mail-block.com(who are themselves spammers) users will never receive the automated confirmation or any other reply while mail-block is blocking all of your email(obviously). Use an email address that does not use such a service to communicate with us. If you can not send yourself email, then reply to it and receive the reply, you know YOUR email is not working. We use Spam-Assassin to filter spam mail.                   Return to top DOWNLOADS Download links are usually sent within 5 minutes when paying by credit card, or within 24 hours if you used paypal. Paypal payments must be manually processed. Click on the link in your email, do not try to retype it. If you cannot click on it then cut and paste it(select the ENTIRE link with your mouse by dragging over it and select Edit/Copy, or Ctrl-C, then click in your browser address bar and select Edit/Paste, or Ctrl-V). Be sure not to copy any additional spaces before or after the key code. Most software comes with a self installer but some is available in .zip format. You can use winzip which is free, from winzip.com to unzip .zip programs. To view pdf manuals you will need Adobe Acrobat Reader which is also free and available from adobe.com Additional details: To download the software CLICK on the download link in the confirmation email and select Save or Open. If your email program does not allow you to click on the link then copy and paste the link into your browsers address bar. DO NOT try to retype it. It is a secure link and cannot be typed. You can copy and paste by selecting the entire link and clicking Edit/Copy in the email program, then click in the address bar of your browser and press Ctrl-V If you see a different program appear when trying to install you may have another program in your cache that is named setup.exe Go to start/controlpanel/internet options and select the option 'delete files' under Temporary Internet Files You can also select the option to Open when downloading instead of save. If that still does not fix the problem, you can download the installation file, save it to your hard drive, then right click on it and select 'open with winzip' to extract it to another folder and run the setup.exe file directly. Finally, if your system is still opening the wrong setup file you can use the Start/Search feature to search your hard drive for extra setup.exe files and delete them if they are not being used. Then reboot to clear everything and re-install your new software. If you download and get CRC or Invalid Win32 File errors you should try these options: 1. Try to to redownload. If you get this same error your computer may have kept the file in cache and not actually re-downloaded it(a reboot can fix this). Redownloading or rebooting and redownloading should fix this problem 99% of the time. 2. Wait and download later or add "?dummyargument" to the end of the download url Your ISP may cache the file. There are some issues relating to the larger ISPs caching partial downloads. What happens is someone starts to download and for whatever reason bombs out before completion. The next person who comes along gets a partial file and when they try to run it they get CRC errors. The only solution is to wait until your isp's cache clears out or try an alternate route to download. A trick that sometimes works is to add a dummy argument to the end of the download link like this "?dummyargument" for example: http:...../download.zip?dummyargument 3. Try saving the file under a different name or delete the first file before redownloading. KEYCODES For keycodes use the copy/paste procedure above or type them EXACTLY as they were sent in the original confirmation email. The key will work if it is entered correctly. To avoid errors use the copy and paste functions(described above) to copy the information exactly into the correct boxes. The Name and Email and Keycode must all be exactly the same as in your confirmation email. The most common problem reported with key codes occurs when people do not use the information sent but try a different name or email which will not work. Click Here for more information on installing.                   Return to top We do want customers to be happy with their purchase. If you cannot get a product to work you should read the readme.txt or pdf manual(depending on the product you purchased) Most common problems are easily solved by following the directions or asking support for assistance. See our refund policy Return to top If you have not received your keycode or are expecting a download link for the software you purchased first thing to do is check the emailed confirmation we sent you. The keycode or activation code will be in that email. If you have the email but no code is in it or the code shows as -------- then email support for assistance. Include your order number or descritption of the purchase. You can easily contact support at sales@blackbagsoftware.com                                   Return to top If you have not received a package expected in the mail please contact sales@blackbagsoftware.com Shipping times are listed in the email you received confirming your order. If you ordered software only(not a cable or other shipped item) there is no shipping, you received a download link in your confirmation email. All of our software is available as a download with activation code. We do not provide CD's, there is no need for them. If you want to keep a hard copy you can save the installation file to cdr or zip drive etc along with the confirmation email containing the activation key. You can then reinstall anytime.                           Return to top If you have entered the wrong email address please email sales@blackbagsoftware.com with the order number, correct and incorrect email address, and the name of the item ordered. Return to top Phone/Fax are ordering options which can be found after selecting the item you want. On the information page you can select the option to order by phone or fax. You must enter your shipping information online and you can call a special number, that will be provided on the confirmation page, to call with your credit card number and a special order number so your card number can be associated with your online shipping information. We do NOT recommend using this system. There is an additional charge for the manual processing. This option is only provided because customers request it frequently. Many people have the misconception that ordering by phone is somehow more secure than ordering over the Internet. It is not. It is actually faster and more secure to order by the Internet because no person has to process the transaction. Ordering online is much more secure because only the computer processes the information. No person actually sees your card number and the information is encrypted from the time you select the item you want on our secure server until processing is completed by the credit card company. Every company that processes credit cards must keep records of purchases. It makes no difference if those records begin by computer input from you or a salesperson inputting the data into their computer that you give them by phone. No matter where you order, your credit card data does not magically disappear after the sale. Necessary records are kept for accounting and fraud investigations. You should also be aware that many companies that accept orders by phone actually take your information by phone, then as they are talking to you, they enter it in their website which is no different than if you had entered it yourself. There is no advantage to ordering by phone with any company. Order online it is faster and more secure. Return to top                               Return to top Save The Trees! We do not included printed receipts with orders because they are usually unnecessary and thrown away. The contents of the package are identified on the return shipping label address. Immediately after you ordered a receipt and confirmation were emailed to the email address you specified on the order form. If you need to generate a new formatted receipt please go to http://soft-shop.com and complete the required details and a receipt will be displayed for you to print out. You can also print out the confirmation email as your receipt.                             Return to top KEY/Software REPLACEMENT Lost key? Lost Link? Changed Email? If you have lost your original email, reformatted your harddrive, written down the link incorrectly instead of saving the original email, changed email addresses, or for any other reason do not have your original confirmation email you will need to obtain a replacement key. If you purchased using credit card you can re-obtain your keycode at www.cardquery.com for FREE using your email address or the credit card number that was used for the purchase. This service will only give information on your order and the keycode, not the download link. Only credit card purchases can have replacement keys sent. Purchases made using paypal that are over 1 months old must be re-purchased, we cannot provide key replacements if your purchase was made over 1 months ago using paypal. Purchases made by check/money order must be re-purchased, we cannot provide key replacements. Old CD based software cannot be replaced and must be re-purchased. Replacement key emails will include all registration information including the download links. Remember that most products use the format of LastName, FirstName for the name registration field. The cardquery.com address above may not provide the Name field so remember to reverse the name order when entering the name/email/key activation information. When requesting a key replacement please include the email address that was used to make the purchase, the name the purchase was made under, the payment method(paypal/credit card/etc) and the product purchased.       Return to top When you click the Order button on our system we pass your card details and the value to our credit card processor. They in turn communicate with your credit card company who gives a response. We do not purposely fail your card. If you enter incorrect information(non credit card billing address/zip, wrong number/exp date etc), that will cause a transaction to fail. Using an email address from an anonymous email service will cause your card to be rejected, these are rejected to prevent fraud. Your bank has issued a "Declined" statement. It may be that your bank is not allowing your account to be charged for transactions on the Internet. You may have purchased on the Internet in the past but the vendor may not have an official Internet credit card merchant account so your bank was unaware it was an Internet purchase. Please check with your bank stating it is an Internet transaction. Another point to consider is that it can take 10 working days from when your credit card company received it's last payment before it credits your account. Another reason for "Declined" could be that your card is known as an ATM card and is not really a credit card. Another reason for "Declined" could that you entered an invalid expiry date. Another reason for failure "Declined" could be that your bank has determined this transaction is outside your normal buying pattern. There is one other reason your card may fail - your bank may issue a "Call Authorisation Centre" notice. These are not valid for online realtime transactions so we cannot call the authorisation centre as we cannot subsequently pass any authorisation codes through to the bank (that is them not us).. We have found that people have called their banks that have told them there is no problem but we still get this message.                                     Return to top You will need to write support at sales@blackbagsoftware.com But common questions are answered in the readme.txt(installed by the installer program) file so check there first. All software is thoroughly tested and will work with any windows system but sometimes other software can interfere with it. See the readme.txt for your specific software to solve such problems.             Privacy Policy   blackbagsoftware.com knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. This notice describes our privacy policy. By visiting blackbagsoftware.com, you are accepting the practices described in this Privacy Notice. What Personal Information About Customers Does blackbagsoftware.com Gather? The information we learn from customers helps us personalize and continually improve your shopping experience at blackbagsoftware.com. Here are the types of information we gather. Information You Give Us: We receive and store any information you enter on our Web site or give us in any other way. This information is necessary in order to process and ship your order. We do not save or store your credit card information. We never see your credit card number. The credit card processing company handles the transaction and tells us if the order was successful. We do not re-use or re-sell any email, mailing, or other addresses or any information. Once your order is filled, the information is effectively dead.   Does blackbagsoftware.com Share the Information It Receives? Information about our customers is an important part of our business, and we are not in the business of selling it to others. It is necessary for our credit card processor to access some of your information in order to validate credit card orders.   How Secure Is Information About Me? We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input during the order process. We reveal only the last five digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing. It is important for you to protect against unauthorized access to your password and to your computer.   Children blackbagsoftware.com does not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18, you may use blackbagsoftware.com only with the involvement of a parent or guardian.   Conditions of Use, Notices, and Revisions If you choose to visit blackbagsoftware.com, your visit and any dispute over privacy is subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law of the state of Washington. If you have any concern about privacy at blackbagsoftware.com, please send us a thorough description to sales@blackbagsoftware.com, and we will try to resolve it. Our business changes constantly, and our Privacy Notice and the Conditions of Use will change also. Unless stated otherwise, our current Privacy Notice applies to all information that we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected in the past without the consent of affected customers.   Automatic Information Examples of the information we collect and analyze include the Internet protocol (IP) address used to connect your computer to the Internet; e-mail address; computer and connection information such as browser type and version, operating system, and platform; purchase history. This same information is collected when you visit any website whether it is disclosed or not.