What methods of payment to you accept?
We accept Visa, MasterCard, American Express, and PayPal. You can safely enter your credit card number via our secure server, which encrypts all submitted information. Braintree, a validated Level 1 PCI DSS Compliant Service Provider, is the payment processor of Extensis.
Do you accept foreign currency?
All prices in the Extensis Store are listed in USD currency and order receipts are provided in USD. When you place your order, credit card charges are converted by your bank into your local currency and should appear on your credit card statement in that currency.
What billing address should I use?
For credit card verification, you must enter the address exactly as it appears on your credit card statement.
Why do I need to create an account (or log in to an existing account) to place an order?
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.
An Extensis account is also required to use Suitcase Fusion. For this product, we no longer use serial numbers. Instead, to activate the Fusion application, log into your Extensis.com account in the application. If you are a new customer, a temporary password will be emailed to you after you place an order.
Does Extensis Store My Credit Card Information?
If you purchased TeamSync, your subscription is set to auto-renew and your credit card information will be stored via Braintree and will be charged at the end of the subscription. You can disable the auto-renewal through MyProducts in your Extensis.com account.
Why can’t I order more than once license of Suitcase Fusion in the Extensis Store?
Only one email address can be associated with each copy of Suitcase Fusion 7. If you need multiple copies of Fusion 7, Suitcase TeamSync is the solution. Suitcase TeamSync allows you to assign multiple copies to unique users.
Why isn’t the Extensis Store allowing me to upgrade?
At purchase, we check your account for a product that is eligible for upgrade. For example, to upgrade to Suitcase Fusion 7, we must first find a copy of Suitcase Fusion 5 or 6 in your account.
If you have a copy of Suitcase Fusion 5 or 6 and it’s NOT registered – i.e. it’s not in your account – you can register it at any time, and then complete your purchase.
How many upgrades of Fusion 7 am I eligible for?
At purchase, we check your account for all products that are eligible for upgrade, and will make that quantity available for upgrade purchase. For example:
If you originally purchased a full license of Fusion 5 and an upgrade to Fusion 6, you would be eligible for one Fusion 7 upgrade.
If you have three Fusion 5 upgrades in your account, you would be eligible for three Fusion 7 upgrades.
If you have three Fusion 5 upgrades and one Fusion 6 full license, you would be eligible for four Fusion 7 upgrades.
If you think you have product registrations under a different account, or under multiple accounts, please email Customer Service at firstname.lastname@example.org with the details, and we will contact you to resolve any issue.
Taxes & VAT
Extensis is headquartered in the United States and does not collect Value Added Tax (VAT) on orders where the purchaser resides outside the United States. Within the United States, Extensis is located in Oregon and not subject to sales tax. However, we do collect tax on states we have nexus in (CA, CO, IN, IL, NJ, NY, MD, ME, NC, VT, WA, WI). If your organization is tax-exempt, we’ll need a copy of your 501c3 before we can process an order with the tax removed. Please contact Customer Service for further details.
How can I get a copy of my receipt/invoice?
After you place an order, a copy of your order receipt/invoice will be emailed to you. You can save and print the receipt in a PDF format. If you need a copy of your order receipt after the fact, please email Customer Service at email@example.com, include the account email address and order details, and we can provide one for you.
I never received my order confirmation email. What do I do?
You should have received an order receipt via email shortly after purchase from firstname.lastname@example.org. Please check your spam/junk mail folder and make sure that Extensis is set up as a “friendly sender”. You can also download and activate your product purchase by logging into your user account on the Extensis website and go to MyProducts.
Can I purchase your products from a reseller?
With the exception of subscription based software, 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.
What is your refund policy?
If your product was purchased direct from Extensis, we offer a 30-day return policy on Suitcase Fusion and a 14-day return policy on TeamSync. A full refund will be provided back to the card used on the original purchase. For more information on refunds please see our Refund Policy.
How should I return a product purchased from a reseller?
If you purchased through a reseller, you must adhere to the resellers return policy.
Can I add users to my existing TeamSync Subscription?
If you need to add “new users” to your existing TeamSync subscription, we will prorate the new users so that all of your users renew at the same time (“co-terminus” billing). The cost will be calculated down to the day, so if you add a new user 6 months into your subscription, you’ll only be billed for 50% of that year’s subscription for that specific user.
Extensis Academic Requirements
How do I order the academic version of Suitcase?
If you are a student currently enrolled at an accredited college or university, you are eligible to order the academic version of Suitcase Fusion through an academic reseller such as Journey Education or Studica. A valid edu email address will be required by the reseller to process your order.
How do I order the academic version of TeamSync?
If you are an educator or administrator with an accredited college or university, you are eligible to order the academic version of TeamSync direct from Extensis. Please contact email@example.com for further details. Include the name of the institution, contact information for the account, and number of TeamSync seats needed.
Do you offer special pricing for non-profit organizations?
If you are a US non-profit organization with a current and valid 501c3, you may be eligible to purchase the academic version of Suitcase Fusion and/or TeamSync. Please contact firstname.lastname@example.org for further details. Include your full name and/or company name, 501c3 certification, contact information for the account, product interested in ordering and quantity of seats needed.
I forgot the email address my products are registered under.
If you forgot the email address that your products are registered under, please contact Customer Service at email@example.com. Include your full name and/or company name, the product name, and serial number(s).
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.
Your website isn’t recognizing me, though I’ve previously had an account.
We recently upgraded our website security, which requires some users to re-create their account. If you’ve previously had an extensis.com account, please create a *new* account using the same email address. Doing this will restore your product registrations and complete customer history. At any point if you’re having troubles, please contact Customer Service at firstname.lastname@example.org. Include your full name and/or company name, and the email address used to create the original account.
How do I change the email address associated with MyAccount?
Send an email to email@example.com requesting the change. Indicate the account’s old email address, and the new email address. We will process the change and send a confirmation email.
I’m not receiving my temporary password or new user welcome email.
If you’ve checked your spam/junk mail folder, please make sure that your email server is set up to receive emails from @extensis.com.
I don’t remember the email address I used to purchase in the past?
If you don’t remember the email address previously used, please contact Customer Service at firstname.lastname@example.org. Include your full name and/or company name, geographical location, and last known email address used to create the original account.
My upgrade is registered to a now defunct email address. What do I do?
If you no longer have access to your email account, please contact Customer Service at email@example.com. Include your full name and/or company name, and the email address used to create the original account.
How do I remove/update the credit card information from my TeamSync subscription?
Log into your Extensis.com account and go to My Products. From here you can edit Suitcase TeamSync billing information.
My product registration is currently registered to an employee who is no longer with the organization, what do I do?
Please contact Customer Service at firstname.lastname@example.org and provide the individual name, company name, and relevant email domains, so we can update the account.
I want to cancel my subscription to Suitcase TeamSync.
Refunds for TeamSync are only available up to 14 days after purchase. To cancel your subscription, log into your Extensis.com account and go to MyProducts. From here you can edit Suitcase TeamSync billing information and disable subscription auto-renewal. Access to TeamSync will continue until the expiration of your subscription.
Can I “down-grade” from Suitcase TeamSync to Suitcase Fusion after my subscription has ended?
There is no “down-grade” path from Suitcase TeamSync to Suitcase Fusion 7. However, when your Suitcase TeamSync subscription ends, you can purchase Suitcase Fusion 7.
What serial numbers are registered to me?
Login to your Extensis.com 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 any). 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 download the software I’ve purchased?
Login to your Extensis.com 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.
Privacy & Security
How does Extensis protect my privacy and keep my information secure?
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.