Support - Frequently Asked Questions (FAQ)
Q - I just ordered your software and have not recieved my serial number. When will I get it?
A - All online orders are sent a confirmation e-mail (receipt) and a second e-mail that contains a serial number and download link for the software that was ordered. Although the e-mails are sent out immediately upon placing your order, it may take several hours for your e-mail to arrive since many mail servers may be involved. Also, you may want to check your mail SPAM folders since occassionally valid e-mails may get sent there by your mail software.
Q - I have an installer disk from Extensis that includes your FontDoctor software but I cannot find my serial number. Help!
A - Extensis issues their own unique serial numbers for FontDoctor, so you may need to contact Extensis directy about where to find the serial number. Usually if a FontDoctor serial number was included with your Extensis purchase you will find your FontDoctor serial number printed on the installer disk below the Extensis product serial numbers.
Q - I have a serial number for your software, but when I type it in the software says it's "not valid". Now what?
A - Try typing the number in directly (i.e. don't copy & paste).
Q - I lost my current serial number and need to retreive it. Where can I get it?
A - Your original serial number was sent to you in an e-mail when you placed your order. If you cannot find the original e-mail that contains your serial number then you can use our online request form to have your serial number sent to you. In some canses you may be able to launch the software, hold down the option key and select the "About..." menu to see your serial number.
Q - I bought your software a while ago, but now when I tried to update it I get a message saying that my serial number is outdated. Do I need a new serial number?
A - Some products have been upgraded to a newer version that includes significant changes and feature enhancements. There may be a charge for upgrades (not updates) and all upgrades can be purchased from our website using your current serial number.
Q - Do your products work with Snow Leopard (Mac OS X 10.6.x)?
A - Yes. All of our products have been updated to work with Snow Leopard, are universal, and are 64-bit compatible.
Q - I just used your software and it messed up my fonts. Now what?
A - Our products have been designed to be as easy to use as possible, however, they are powerful tools that should be fully understood before using them for any particular task. As such, you should always store a back up copy of your font library (FontDoctor can do this for you) - this is just a good workflow practice. If your fonts are appearing garbled and/or in the wrong font, you may need to clean out your font caches after working with them. FontDoctor includes this feature and can be accessed under the Tools menu in FontDoctor. Otherwise, you may need to contact support for futher help.
Q - If I order from your website do I need to get the software CD shipped to me, or can it be downloaded?
A - Any order can be shipped to you on a CD via FedEx for an extra charge, but it is not necessary. Every order inludes a valid serial number that is e-mailed to you and a download link that allows you to immediately use your software. The CD shipped to contains exactly the same files as your downloaded files.
Q - I need an invoice sent to me. How is that handled?
A - For billing questions, including invoice quesitons, you need to contact us here and tell us what you need. We can e-mail you a PDF or mail you a copy of your invoice.
Q - How does your Site License work?
A - The Site License allows you to install the software on as many machines as you need in a single physical location. For instance, if you purchase a Site License you may install the software on all the Macs in your office, but not in another office located in a different location, branch, etc.
Q - We are a software reseller and are interested in your products. Who do we contact about that?
A - Resellers can contact us here. Please be prepared to provided valid reseller company credentials (e.g. tax ID, billing contacts, etc.)
Q - We are an educational institution. Do you offer educational discounts?
A - We do offer a 10% discount to most colleges and schools. You need to contact us here for more information.
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