Why has my password been reset?
We have recently upgraded our eCommerce system. Because we only store encrypted passwords, we can’t copy your old password to the new system. Therefore, the first time you access the NEW eCommerce system your password will be reset. To ensure security, we send you a new password via e-mail to the account’s registered email address (the one you attempt to log in with). Simply check your e-mail and use the new password provided. You may update your password after you are logged in.
Why do I need a user account?
Your user account allows us to provide you with secure and efficient customer service and product support that would otherwise require you to contact Customer Service or Technical Support. Through your user account, you can conveniently view your registrations, your order history and order status, contact product support and customer service, re-download registered products, get product updates and documentation, and more.
What if i forgot which email address my products are registered to?
If you forgot the the email address that your products are registered to, please contact Customer Service (Extensis.com user account required).
What if I forget my password?
Go to the Log In page and enter the email address you used to create your account in the “Forgot Your Password?” e-mail field. We will create a new password for your account and send it to the registered email address. You can then use this password to log in to your account. We suggest for your security that as soon as you receive this temporary password that you log in and change your password by clicking on the “Account Details” link and then clicking on the “Change Password” link.
What if I still can’t login?
If the options listed above do not provide a solution, please contact Customer Service at 1-800-796-9798 or 503-274-2020.
What serial numbers are registered to me?
Login to your Extensis.com My Account. By default, you will be taken to the “My Products” page automatically. You will see a listing of all your registered products and their corresponding serial numbers. If you believe that you have products registered under a different email address, you will need to login with that email address or contact Customer Service.
How do I check on the status of my order?
Login to your Extensis.com My Account. On the left, click on the “Order History” link. Your order will indicate a “shipped” status if it has left our fulfillment center.
What address should I enter in the billing area of the shopping cart?
Please make sure that the address you enter in the billing area exactly matches that of the billing address of the credit card being used.
What methods of payment do you accept?
We accept the following credit cards: Visa, Mastercard, or American Express. You can also pay by check or money order but you will need to call Customer Service at 1-800-796-9798 or 503-274-2020 to place your order.
When will my credit card be charged?
Your credit card will be billed at the time your order is placed.
How do I get a copy of my invoice?
An invoice will be emailed to you automatically after you have completed your order. You can also obtain a printable copy of your invoice for any completed Web order at anytime from your My Account by clicking on the “Order History” link.
What if I receive a billing error while trying to place my order?
In most cases, billing errors occur when the address listed in the billing address does not match that of the billing address of the credit card being used. Please make sure that the two addresses are identical. If you continue to have difficulty, please contact Customer Service at 1-800-796-9798 or 503-274-2020 and we will attempt to place your order via phone.
Can I purchase your products from a reseller?
Yes. Most major resellers carry our products or have the ability to order them. Please check with local resellers in your area to see if they carry Extensis products. You can also click here for a listing of online resellers and retailers in your area.
Will you charge tax on my order?
We charge taxes as required by local regulation. All applicable taxes should be displayed prior to confirming your order.
How do I locate my product serial number?
The serial number code is on a sticker and is typically found on the CD sleeve. For older product, the serial number sticker is often located on the outside back cover of the manual or quick start guide.
If you have already serialized the product, try launching the application and go under the Help menu (Windows) or Apple menu (Mac) and select “About (product name)”.
If you’ve registered your serial number with Extensis, you can also look up serial numbers registered to you under your My Account by clicking on the “My Products” link.
What if my serial number/alpha code doesn’t work?
Make sure that you are entering the serial number correctly. Do not use Caps or Caps Lock. When you enter the serial number you should be able to type normally and the program will place the letters in caps for you and enter the dashes in the appropriate locations.
How do I register my product?
You can register your product online at our Online Registration page.
Can I test out a product before buying it?
Yes! You can download any of our 30-day free trial versions for evaluation. We offer fully functional, 30-day, trial versions of all of our products. The trials will expire after 30 days, at which time you can purchase a license. To download a 30-day free trial, you must first create an Extensis.com account, which will provide you with free access to all of our available 30-day free trial downloads, product support, sample files, and documentation.
What if my demo expires prior to 30 days?
There are a few reasons why this might happen: If the product was installed previously, it will immediately expire and ask to be personalized with a serial number. If there were any recent changes or problems with date/time or system clock, this can also cause expiration. Unfortunately, there is no way to reset the demo. The only alternative is to install on a different computer or purchase a license. Keep in mind that if you purchase a license direct from Extensis, you have a 30-day return window.
How do I get help with Art Explosion?
Art Explosion is made by Nova Development and all support related to this product is handled through Nova Development. Please contact their Support department at www.novadevelopment.com or 818-591-9600.
How do I re-download software that I have purchased?
Login to your Extensis.com My Account and click on the “My Products” link. From there, you can re-download any registered product.
Where do I find my installer after I’ve finished downloading?
An icon for the installer should appear on your Desktop after the download is completed. This assumes that you’ve selected your Desktop as the destination for any downloaded files. You may need to check your download preferences to verify this.
What if the download stops before it is finished?
There may be a communications failure or the file may have become corrupt. You can download again from the link you were provided in the email we sent you. For security purposes we limit the amount of download attempts to three with any link we provide. If after three attempts you have still not successfully downloaded your file, we will reset the link to your download and you will need to login to your Extensis.com My Account and click on the “My Products” link to attempt to download the file from there.
If you have access to one, use a quicker connection (DSL, cable modem, LAN) instead of a modem connection to allow for quicker downloads and to reduce the number of interrupted download attempts.
What if I’m trying to download and nothing happens?
Sometimes the download manager for your particular browser can become buried under the main browser window thus giving the appearance that nothing is happening. Move the browser window out of the way to see if download manager is present. You can also try downloading again. If you continue to experience difficulty, please contact Customer Service.
What is your return policy?
Extensis has a 30 day return policy on all orders that are placed direct. You will need to contact Customer Service directly to initiate a return.
Return on Electronic Downloads
Returns on products purchased via electronic download will be processed immediately. Once the return has been processed, any serial numbers will be retired preventing future use. Any use of returned software is in violation of the Software Licensing Agreement and subject to prosecution under Federal Law.
Return on Box Product
Provided the boxed product was purchased directly through Extensis, you can contact Customer Service to receive an RMA number. The box product must be returned to our fulfillment center before a credit will be processed. Once the fulfillment center has received the product, the credit card will be credited the purchase price of the software. Extensis does not refund shipping charges for boxed product.
How do I facilitate a return/refund?
To set up a return/refund for purchases made direct through Extensis, please contact Customer Service. You will be asked for the credit card information used to place the original order. If you are returning physical product(s), you will be instructed where to mail the product(s).
When will the credit appear on my credit card?
If you are returning physical product(s), the refund will be initiated once the product(s) are received. For downloaded purchases, the refund will be initiated at the time you call. In most cases, you should expect a credit to appear on your card by the following business day. However, it can take anywhere from 3 to 7 business days before the credit appears on the card depending on the issuing cardholder’s bank. Immediately after Extensis processes a return, the primary email on the account will be sent a return order receipt verifying that Extensis has processed a refund.
How should I return a product purchased from a reseller?
Extensis does not accept returns from orders placed through resellers or any other third party. You will need to adhere to the return policy of the reseller.
We highly encourage all customers to download the 30 day trial of Extensis products which is available on the Extensis website. This way you can ensure not only system compatibility between our software and your system but also make sure that Extensis is a good fit for your needs.
Why do I need to give you my credit card number again to process a return/refund?
Extensis does not keep credit card information on file. If Extensis needs to process a return or partial refund we must retrieve the cardholder’s credit card information again.
How do I contact Technical Support?
Technical Support is available Monday through Friday (except holidays) between 8am and 4pm Pacific Time. You can contact Technical Support here or at http://www.extensis.com/support
What are the support options for my product?
Extensis Technical Support is pleased to provide free assistance to registered users of Extensis products. Our assistance includes helping you:
- Install and uninstall your Extensis product.
- Understand the documented features of your Extensis product.
- Troubleshoot unexpected behavior encountered while using your Extensis Product.
Supported Products and Versions
Extensis provides free technical support for the current and previous version of all shipping products. However, if the product has not been upgraded for over one year then we will support only the current version. Furthermore, we can only support our products in the parent application and OS environments in which they were originally tested. We do not offer any technical assistance for freeware products, discontinued products, or third-party products (such as ATM Light, FontBook or FontAgent).
Technical support is only available to registered users of Extensis products. You can register your Extensis product online or contact Customer Service or Technical Support. Technical assistance is also offered to users evaluating our demo products, but only one call to Technical Support is allowed during the demo period.
How secure is your website?
Our site uses SSL (Secure Sockets Layer) to ensure that your personal and sensitive data — credit card number, name, address, and so on — is transmitted securely, every time. In addition, we use internal security measures to further increase your data security.
When we ask for your credit card number or other personal information, we transfer that information from your computer to ours via Secure Sockets Layer (SSL). SSL encrypts your data before it is transmitted. If someone “listens in” on the wire, they’ll only get encrypted information.
The best encryption available requires that your browser use a 128-bit key or better. Use Verisign’s free Browser Check to ensure you’ve got the latest, most secure Web browser.
How can I receive emails from Extensis?
Simply create a user account. Also, if your ISP or mail server blocks emails from unfamiliar sources, please read the following:
Most of the popular ISPs these days have put some sort of blocking or filtering system in place to try to protect their users from “spam”. While these filters do the job when it comes to spam, they also block emails from companies from which you’ve subscribed to receive news and other information. But there is something you can do to ensure that you will receive Extensis product update notifications, as well as other product-related information and special offers. You can add Extensis to your ISP’s “whitelist”. Every email system is different, so we’ve listed the “How to whitelist” instructions for the most popular ISPs below. If yours isn’t here, please contact your ISP’s customer service representatives for their instructions.
To ensure that you receive Extensis emails to your Yahoo Inbox (not the Bulk Mail folder), you can instruct Yahoo to filter it to your Inbox. Here’s how:
- Open your Yahoo mailbox.
- Click Mail Options.
- Click Filters.
- Next, click Add Filter.
- In the top row, labeled From Header: make sure contains is selected in the pull-down menu.
- Click in the text box next to that pull-down menu, then enter email@example.com.
- At the bottom, where it says Move the message to:, select Inbox from the pull-down menu.
- Click the Add Filter button again.
If you are using Hotmail, you can ensure that you receive Extensis email to your Inbox by adding our “From” address to your Safe List. Here’s how:
- Click the Options tab.
- Select Safe List. (It’s under the heading Mail Handling.)
- In the space provided, enter the address firstname.lastname@example.org. Click Add.
- When you see the address you entered in the Safe List box, click OK.
If you’re using AOL, you can ensure that you receive Extensis email to your Inbox by setting your Mail Controls. Here’s how:
- Go to Keyword Mail Controls
- Select the screen name we’re sending your Extensis emails to
- Click Customize Mail Controls For This Screen Name
- For AOL version 7.0: In the section for “exclusion and inclusion parameters”, include @extensis.com
- For AOL version 8.0: Select Allow email from all AOL members, email addresses and domains
- Click Next until the Save button shows up at the bottom
- Click Save
Many popular e-mail programs, including Outlook, Outlook Express, Eudora, and Netscape Mail, don’t provide a convenient way for you to whitelist the folks you want to receive e-mail from. If you’re using this sort of e-mail system and you either aren’t receiving Extensis email or want to make sure you continue to receive our emails in the future, you can do something about it.
Contact the customer service representatives or the Postmaster at the company that provides your e-mail or Internet connection (your ISP). Explain to them that you have requested to receive Extensis emails. Ask them if they can whitelist our emails. They’ll probably ask you for some information about us. Here’s what to tell them:
- Sending Address: If they ask for our address, give them email@example.com
- Domain: If they need to know the domain we’re mailing from, tell them @extensis.com
How do I remove myself from your mailing list?
Login to your Extensis.com My Account page and click on the “Account Details” link. Then click on the “edit account” button at the bottom of the page. You can now change your subscribe preference.
If you prefer to avoid logging in to your account, you can also send an email to firstname.lastname@example.org and type ‘UNSUBSCRIBE’ (all caps) in the subject line. It can take up to 10-days to process these requests for removal.
What are the requirements for browsing your site?
- Internet Explorer 5.0 or above (Mac & Win)
- Safari 1.2 (Mac OS X)
Macromedia® Flash® player 5 is recommended to view the main navigation and some images on our website.
Click here to Download it now.
To ensure a secure shopping experience your browser should use 128-bit encryption, or better. Use Verisign’s free Browser Check to ensure you’ve got the latest, most secure Web browser.
Why do I need to accept cookies?
Extensis remembers you by placing a log file (cookie) that contains only enough information to identify you upon return visits. A “cookie” is a small line of text that is stored with your web browser for record-keeping purposes and helps Extensis provide better service to you. Your browser has options to accept, reject, or provide you with notice when a cookie is sent.
No information, other than that found in the Membership cookie, will be accessed by any Extensis system. Access to your membership information always requires both your Member ID and Password.
Extensis also utilizes visitor log files (cookies) and hosted tracking with our website. Once a user enters our site, a cookie follows them through their click stream path. Examples of information being collected by these cookies and the hosted tracking include the number of times a user came to our site(s), and the paths they took to get there. Extensis uses the data collected from website visitor cookies and hosted tracking in aggregate form only and does not collect any personally identifiable information. Use of this information helps us better understand what users are seeking and learning at our website(s) and helps us identify potential navigation issues.