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Store FAQ



How can I contact Transactional Support?

If you have any issues during the purchase process or with your order confirmation, please contact our Transactional Support at transactionsupport@gridironsoftware.com.
You can also contact our Transactional Support at the following phone numbers:

US / North America:
Tel.: 1-866-687-3136
Monday to Friday 6am-6pm PST

Europe
Tel. +49 (0) 721 96458 x8081
Monday to Friday 9am-6pm CET

 

How do I download the software?

If you have purchased a download, you will find a link on the confirmation page leading you to the download area of the website where your software will be ready for download. Also, an order confirmation will be sent to you via email containing your access details, which will allow you to access the download section as well as your serial/license number. Please store this email somewhere safe.

Please note:

Difficulties with downloading the software may arise when using a download manager. This is particularly the case with the use of the various pieces of software by third parties or with browser-integrated download managers. Please deactivate these items before you start the download.

In rare cases, a personal firewall can block or interrupt the data transfer. In this case, please contact the manufacturer of the firewall or consult the handbook.

 

I'm having issues completing the download - what steps should I take?

Here are some suggestions to make the download process easier:

  • Browser Configuration
  • Active Scripting
  • Please make sure your browser is set to allow active scripts.

Please follow these steps to enable active scripts:

Netscape:
Edit -> Settings -> Advanced -> [X] Activate JavaScript for Navigator

Microsoft Internet Explorer:
Tools -> Options -> Security -> Custom -> Active Scripting -> (o) Enable

Opera:
File -> Preferences -> Plug-ins -> JavaScript
[x] Enable JavaScript
[ ] Report JavaScript errors

Firewall
Sometimes an active firewall suppresses or interferes with downloads. If this is the case, just disable or deactivate your firewall.

Download Managers
Some download managers (T-Online, GetRight, etc...) cause problems when attempting to download software. Please do not use a download manager for your download. Try using Internet Explorer instead and simply deactivate your download manager.

Alternative Browsers
If all attempts listed above are unsuccessful, please try to download the software with a different browser (we recommend Microsoft Internet Explorer, Firefox).

 

How does the order process work in the online shop?

Clicking a "Buy Now" button in the store will bring you to the shopping cart.

Carefully fill out the Billing Address form.

Please ensure that you enter a valid e-mail address as all order information will be sent to this address.

Select a payment method and enter the required details to complete the payment.

Click on 'Pay Now'.

If the payment transaction completes successfully you will be brought to an order confirmation page which contains a Download button you can use to download your software. You will also receive an order confirmation email containing the details of your transaction as well as your license key(s).

If the payment transaction fails, please verify your payment information and ensure your selected payment method has sufficient funds available to complete the transaction.

 

How should I enter my license key?

If you receive an error message when entering your serial/license number this may be due to one of the following reasons:

With an installed and activated test version: Does the software installed correspond to the product purchased?

Typing mistake: Depending on the style of writing, it may not be possible to differentiate between a small 'L' and a '1' or between a capital 'o' and a '0'. Therefore, our customer service department recommends copying and pasting your serial number when possible. Please ensure that you are entering the serial number exactly as it appears, including capitalizing any letters.

When "copying and pasting": When copying the serial number from our order confirmation, please ensure that you do not also copy and paste any blank spaces before or after the serial number.

Did you install the product from an external CD-ROM or did you download it from our customer account? If the latter is the case, please download it again from your customer account or install from the backup CD (if applicable) supplied.

 

I am receiving the message 'You have no downloads available'.

If you have successfully placed an order and are now receiving this error message, the reason might be that you have re-registered for the download instead of logging in using the access details provided in your order confirmation. In this case, please use the access details supplied in your order confirmation.

 

I wish to cancel my order - what do I need to do?

If you wish to cancel an order you can do so, provided that you cancel your order within the given time frame for the Right of Withdrawal/Revocation. Software downloads can not be returned once the licence key has been dispatched, exceptions might be possible depending upon the service policy of the Software Publisher. The minimum Right of Revocation for box-products is 14 days, but also might vary depending upon the service policy of the Software Publisher.  

For more details please check the "Right of Revocation/Withdrawal" section of the shopping cart for the store from which you have purchased or wish to purchase software.

You can then submit your request via the "Contact" section of this page. What we will need is your customer number, order number, email address under which you have placed your order, plus a short note explaining why you wish to cancel.

Our Customer Service team will then take the necessary steps to assist you.

 

There is an unknown charge/ double charge on my credit card from asknet, but I have not placed an order/ placed only one order

The company asknet is a service provider which is responsible for the online purchasing process for several software publishers. You may therefore find "asknet Shops" listed on your credit card bill, even though you have purchased software in a store with a different name. Therefore, we would like to ask you to check whether you have recently ordered software.

If you still have any questions on the charge, or if you have not recently purchased any software, please contact our customer service department via the "contact" button and provide the following information:

  • the exact amount
  • the debit date
  • your name
  • the email address you generally use for online orders

Please note that our customer service department will never ask you for your full credit card number, for security reasons.

Alternatively you can reach our payment department by phone Mo - Fr from 9 am to 6 pm CET:

US / North America:
Tel.: 1-866-687-3136
Monday to Friday 6am-6pm PST

Europe
Tel. +49 (0) 721 96458 x8081
Monday to Friday 9am-6pm CET

If your credit card was charged twice but you placed only one order, please provide the following information:

  • your order number
  • the exact amount
  • the date of the debit

 

How do I order an upgrade?

In most cases, software publishers offer special reductions for purchasing an upgrade to the latest version. If you are in possession of a previous version, please make sure that you check your order before completion to see whether the software manufacturer offers an upgrade or special discount for their software. The corresponding options can be found for each product under product selection or on the product page for purchasing software.

Please note that we cannot offer any subsequent discount once an order has been completed.

 

How do I access my order confirmation?

If you have not received an order confirmation via email within a few minutes after placing your order, please check whether your email account is protected by a SPAM-filter. If so, the email may have been automatically removed from your inbox and filtered into a special folder. Therefore, please check your spam folder first.

If you still cannot find the order confirmation here or it has already been deleted, you can request a copy from our customer services department by email. In order to do so, please submit a request via the "Contact" section of this page.

 

How do I pay by credit card?

Credit cards such as Visa, Eurocard/MasterCard and American Express are accepted by most asknet Online Stores.

For more precise information on the options supported by the store you wish to order from, please check the section "Payment Options" in the cart.

When ordering by credit card, please take note of the following when entering your credit card details to avoid error messages:

Enter your credit card number without gaps between individual numbers.

Please ensure that you enter the correct expiration date.

The CVV2 code refers to the three figure security code on the reverse of your credit card at the end of the signature strip. With American Express, the CVV2 code consists of a four-figure number on the front of your credit card which is on the right above the card number.

Once you have correctly entered your credit card details, the product will be supplied immediately after the order has been entered into our system. Electronically supplied products are generally available immediately.