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Questions, problems, complaints? Let's talk!

Whatever you have to say - say it to us. We are offering a helping hand to all our users no matter if you already purchased the program or not.

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  coolutils phone1-888-803-4224 (USA/Canada Toll Free).
When you leave a voicemail remember to tell us your email address. We need it to locate your order.
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Learn about new options or even new programs that we release. All updates are free for 1 year.
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Watching video tutorials is easier than reading manuals;)
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We describe new options or dive into some specific features you may have overlooked. Your comments are most welcome.

As we all fight SPAM today, some emails may not reach us. Please, use this online contact form to make sure we get your message. We try to answer as soon as possible, normally you will get an answer in your inbox within 1 working day. All fields are required.

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Though this form is preferable (you get the solution faster) you can also contact us by Skype or phone.

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Phone: 1-888-803-4224 (USA/Canada Toll Free). When you leave a voicemail remember to tell us your email address. We need it to locate your order to help you.

FAQ

Before the purchase


What are the limitations in the trial version?

All programs by CoolUtils can be tried out for 30 days. The trial versions are fully functional. But you will be shown shareware reminders, which disappear after you enter the registration code. Also, the trial version of Total Image Converter stamps a watermark 'Converted by Total Image Converter - unregistered' on each converted image. After you enter the reg code, the note will disappear too.

Image2Ico produces rotated results. After that purchase the icons are normal.

Total Audio Converter converts 2/3 of a song, which you can listen to the part of the song to assure yourself of the quality of the conversion. To have the full song converted buy the registration code.


Do you have a money-back guarantee?

No. We offer you the free trial copies of all the programs so that you make sure the program does what you need. You have the chance to try before you buy. Customers are encouraged to fully evaluate the software prior to purchasing a software license. During the evaluation period technical support is available.

It is not possible for us to keep track of installations, un-installations, removing or deleting downloadable software on customersí PCs, and therefore we don't issue refunds to avoid continued use after reimbursement.

But we GUARANTEE that our programs do the things described on the site. For example, if we state that Total Image Converter can convert png files and you send us the .png file that it fails to convert, we will issue a refund.


Registration code delivery time

Your registration code is sent to you right after you've purchased the program. If you haven't received an email within a day, please contact us via the form above.


If I pay for the program will I get upgrades?

Upon buying a product you get 1 year of software maintenance for free. That means that a new registered user can get all minor and major upgrades as well as technical support for one year from the date the product was purchased. In a year you are offered the facility to extend the software maintenance for another year paying just 30% of the regular productís price. Thus you get another year of upgrades and support for the purchased product. In case you didnít extend the software maintenance in time you can purchase an upgrade any time paying 50% of the productís regular price.


Why should I register?

Our company sells shareware utilities giving you a chance to try a program before buying it. That means that you can use it for free for some time (30 day trial period) but then you must register and pay if you want to have it further. After that you won't have any restrictions or nag screens. Besides, all registered users get professional technical support and upgrades with great discounts.


I like the tool but it doesn't have option X

Contact us. We often add additional options to our programs at customersí requests. If the thing you want is hard to implement there may be a small customization fee.


How to buy the program?

If you want to buy the program of ours, please go to the product page and press the button Buy Now. It is situated right below the description of the program.

Fill in the form on the purchase page. After that you will get an email with your registration code. Enter this code into the program and restart it. Congratulations! Now you are a registered user.


How to order a hard copy?

If you need a hard copy, please order it when filling in the purchase form. Note that a hard copy requires extra charge. It is usually delivered within a week depending on the destination country. If you haven't got the CD within 2 weeks, please contact us. We will investigate the issue.


Registration

How to register

Find step-by-step instructions on how to register page.


How do I confirm that the program is registered on my computer?

Select Help -> About in the main menu. There you should find your name below a dancing stick figure.


What shall I do to setup the program?

Download it. Run the .exe file and follow the Wizard's instructions. It won't take you more than 3 minutes to setup the utility. Find step-by-step instructions here.


How to enter the registration code?

If you have a trial version and your trial period hasn't expired, take the following steps:
  1. Launch the program
  2. Select Help -> Enter registration code in the main menu
  3. Enter registration code that was sent to you after the purchase
Tip! As your registration code is rather long (four lines of different symbols), highlight the code by putting the cursor on one end, press the left mouse button and drag the cursor to the other end of the code (the code should now be highlighted), press the right mouse button and select "COPY" from the menu. then put the cursor in the "Enter Registration Code" box and press the right mouse button again; select "Paste". Now you have entered the code!

If your trial period has expired or you never downloaded the program, please take the following steps:

  1. Go to the product page and press the button Free Download
  2. Run the program Select Help -> Enter registration code in the main menu
  3. Enter registration code that was sent to you after the purchase
Tip! As your registration code is rather long (four lines of different symbols) highlight the code by putting the cursor on one end, press the left mouse button and drag the cursor to the other end of the code (the code should now be highlighted), press the right mouse button and select "COPY" from the menu. then put the cursor in the "Enter Registration Code" box and press the right mouse button again; select "Paste". Now you have entered the code!


I registered the program, but it is still the trial version.

The thing is that there is no actual difference in interface or features between the trial and registered versions, except that the trial one uninstalls in 30 days. The registered version shows your name and email address in Help-About (main menu). If you registered the version, but it still asks you to register and shows Unregistered popup window, then contact us (fill in the form above).


How to restore a registration code?

If you lost your registration code, use the form below. Tell us your registration name or/and email address. We will find you in our data base and send you your registration code.

We also produce custom applications. Contact us for full details.


Technical Support Policy

Upon buying a product you get 1 year of software maintenance for free. That means that a new registered user can get all minor and major upgrades as well as technical support for one year from the date the product was purchased. In a year you are offered the falicity to extend the software maintenance for another year paying just 30% of the regular productís price. Thus you get another year of upgrades and support for the purchased product. In case you didnít extend the software maintenance in time you can purchase an upgrade any time paying 50% of the productís regular price.

The response time is usually 24 hours (normally much faster, even on weekends and holidays).

Registered users with a valid software maintenance plan are entitled to receive support for 5 incidents. An incident is defined as a single issue that has specific symptoms clearly related to the usage of Softplicityís product. A single support incident may involve multiple e-mails. Our support specialist will make reasonable efforts to resolve the issue to the user's satisfaction. Softplicity welcomes you to submit bug reports. Technical support is provided by emails and skype.

Technical support for unregistered users is provided free of charge for one month from the date the evaluation version of the product was installed on the user's computer. During that period, unregistered users are entitled to receive free support for 2 incidents.


CoolUtils Pro Bundle

Upgrade to CoolUtils Bundle after the purchase of another tool

"I bought Total Audio Converter just hours ago. Now I see the offer on CoolUtils Pro, which includes Total Audio Converter. Can I get a $19.90 discount on the offer, since I just bought it?"
Yes, you can upgrade to CoolUtils Pro bundle after the purchase of one of our tools. You pay just the difference! To get that special purchase link, contact our support team (the form above). Please note that some programs are not included into the bundle.


For the $99 'purchase all', will new products that you create also be included?

Yes, you may contact our support service in 6 months asking to resend you the keys for the CoolUtils Pro bundle. They will send you the keys to all the programs that will be included in the bundle at that time. Please note that some programs are not included into the bundle. The full list is here


If I buy 2, can I "upgrade" to CoolUtils Pro bundle by paying the difference?

According to our rules we offer upgrades after the purchase of one CoolUtils product, not two. For example, if you bought Total Audio Converter and Total Image Converter you can purchase CoolUtils Pro bundle for the cost difference of one product.


I will buy a new computer and will have to re-download everything. Will this be a problem?

No, if you do it within a year from your purchase date. You just go to our site www.CoolUtils.com and download the programs you need (hit Download button). This will be a trial version. You can turn it to normal registered version entering the key. You get the key after the purchase. In case you lose the key contact our support service. They will resend you your key again. In a year you will have to pay a small fee for an upgrade to get the latest versions.


How many machines can I put these applications on?

One registered copy of CoolUtils software may be installed by a single person who uses the software personally on 1 or 2 computers (for example, on pc and a laptop).


Using CoolUtils Programs

How to upgrade?

Download the latest version from the site. Go to the product page and hit Free Download button. Run the exe file. Make sure the original program is closed before running the new exe. The new version will automatically get registered with the key of the old one. Note that the program must be closed before rewriting the exe file. Please, not that all upgrades are free during 1 year after the purchase date. After that you have to pay a small fee to get the latest version or use the current version without downloading a new one.


Cannot install converter. Missing MSVC170.dll

If you face the problem of missing MSVC170.dll, please download it here http://www.coolutils.com/Downloads/msvc_dll.zip
Save it to WindowsSystem32


Unicode failure in Windows 98

Because of a bug of Microsoft you may have the error message 'Unicode failure' when running our software in Windows 98. Find out how to fix it here http://www.microsoft.com/globaldev/handson/dev/mslu_announce.mspx


AA to MP3 conversion

Please, note that the latest version of Total Audio Converter does not support AA format. Audible.com prohibited any company doing that. So now converting AA files is illegal.


"Insufficient Memory" message in Windows XP/2003

Because of a bug of Microsoft you may have the error message Insufficient Memory' when running our software in Windows XP/2003. Find out how to fix it here http://support.microsoft.com/?kbid=894472


HTML ConverterX not working

If you have the similar problem to the one our customer had:

"I'm still using TotalHTMLConverterX on a Windows Server 2003 System and suddenly it doesn't work anymore. It's executed out of a php script with an apache webserver via "exec" with the local System user (SYSTEM). It worked perfectly all the time. There where several Windows-Updates and I guess that one of these is responsible for the malfunction. For testing I started Apache as "Administrator" and then it worked again. That's too dangerous for a producing system, I cannot run apache with admin rights. So it must be the user. But even, if I run it with "runas" as Administrator, it doesn't work"

Find the step-by-step instruction on how to properly register ActiveX .


How to use iPod AudioBook

Find step-by-step instructions with screenshots here.


How to use Total Audio Converter

Total Audio Converter is very easy-to-use. Even if you are not very computer savvy you will master it in no time. View this three-minute clip.

How to use Total Image Converter

Total Image Converter was designed to be handy. View this clip to see how simple it is to convert image files.

FAQ

Before the purchase

Registration

Support

CoolUtils Pro Bundle

Using CoolUtils programs and troubleshooting
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