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Support: FAQ & Help Files

Find the answers to most qrequently asked questions below. Or just ask us directly. We love to hear from our users and reply very fast. Send us an email via the online form, leave a voice message (1-888-803-4224) or post on our Facebook page. If you like to be on your own, scroll down and reach online and PDF help files:)


How to Register Short Keys


After you place an order you get an email with your registration details. Normally it arrives in few hours depending on your type of payment. The email contains your name, email and reg key. Launch the program, select Help - Enter Registration Code. Then copy and paste your data from the email. Close the program, and then open it again. You don't have to reboot the system.

regsiter coolutils converter


How to Register Super Short Keys


All our new apps are regsitered with tiny keys - just three chunks of four digits. Here is an example P847-JEII-CCKU. If you got this key, you don't have to enter your name or email. But remember that you would need Internet access in order to activate the key.

register coolutils converter


How to Register Long Keys


Some of our apps are registered with long keys (about 4 lines of symbols). The key arrives by email right after your roder is processed. Copy your key, then open the app, select Help - Enter Registration Code and paste the key. That's it!

regsiter coolutils converter


How to recover my key?


If you lost your key or didn't receive it 24 hours after the purchase, email us. Remember to tell us your name and email that you used when placing the order. We will find you in our data base and resend a new key.

Note that some of our apps are sold with life upgrades, like Total Audio Converter. Others get free upgrades for the first 12 months only. If you purchase our converter in 2005 and ask for a new key of 2015, we will ask you to buy an upgrade as we are unable to keep keys for old versions.

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 stops working 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.


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 product's price. Thus you get another year of upgrades and support for the purchased product. In case you didn't extend the software maintenance in time you can purchase an upgrade any time paying 50% of the product's regular price. The response time is usually 24 hours (normally much faster, even on weekends and holidays).

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.

Money-back guarantee


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 customers' PCs, and therefore we don't issue refunds to avoid continued use after reimbursement.

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.


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 product's price. Thus you get another year of upgrades and support for the purchased product. In case you didn't extend the software maintenance in time you can purchase an upgrade any time paying 50% of the product's regular price.

Note that users of Total Audio Converter, Total Image Converter and Total Movie Converter get free life-time upgrades.

I like the tool but it doesn't have an option I need.


Contact us. We often add additional options to our programs at customers' requests. If the thing you want is hard to implement there may be a small customization fee. Anyway we come up with a quote first and it's absolutely free to ask. Fill in the form here.


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 . Please note that some programs are not included into the bundle.

How many machines can I put your apps on?


One registered copy (non-commercial and commercial licenses) 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). Server license is limited to one server.



Tired of reading?

Just ask us!

We believe that users don't have to read pages of boring manuals to find an answer to their questions. Just ask us directly. We'd love from you! Send us an email, leave a voice message (1-888-803-4224) or post on our Facebook page. We will get back with a solution asap.

ask coolutils


Contacts


Email (old-fashioned but still preferred)
To make sure we get your email, use our contact form.


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.


Facebook
Ask questions, leave testimonials:) We answer same day.


YouTube channel
Watching video tutorials is easier than reading manuals.


Our blog
We describe new options or dive into some specific features you may have overlooked. Your comments are most welcome.




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