Order Help

Inquiry Payment Customer Service Download
Installation Registration After Purchase  

SWREG Order Support Contact:

Check Order Status
Order from SWREG & RegNow: https://cs.mycommerce.com/      
Order from Avangate: https://secure.avangate.com/myaccount/order_lookup/
Open the link according to the page you face when ordering. You will be asked for the Email address, the last 5 digits of your card number, or the order ID.


Inquiry

1. What is the difference if I am using the trial version not the retail version?
Trial Version:
When you start to run the program, there will be a dialog box with two buttons: "Register" and "Try". You have to click "Try" every time you launch the program, if you are using the demo version. There is watermark of our company on the output file. Cannot register with registration code. Try timely and high after-sales service via Email.
Retail Version:
When you first launch the program, a dialog box with "Register" button only will prompt you to enter registration code. Copy the registration code you get from the Email we sent to you and then press the "Register" button to register the program. You won't face the dialog box when you run the program the next time.
(a), No watermark of our company is displayed on the output file. (b), Get the license to use the retail version; (c), Get an Email with download link of retail version and registration code; (d), Can register with registration code; (e), Get timely and high after-sales service via Email and phone.
2. Is online order secure?
Yes. With the service provided by SWREG, Leawo software ensures you with a secure payment solution.
3. What is your upgrade policy?
There are two kinds of new versions for the same software, an updated version and an upgraded version. It is free to get an updated version, e.g. from V1.0 to 1.1. To get an upgraded version, e.g. from V1.1 to V2.0, you may have to pay extra money. All rights about the price of the upgrade are reserved.
4. How long should I wait for the keycode?
Generally, the confirmation Email with a link for receipt and a link for key code will be sent to you a few minutes after your order is successfully processed. Please make sure your MTA permits the Email from the domains of our company, SWREG or RegNow. Please contact us if you did not receive the Email with keycode.
5. I enter the registration code, and was told invalid.
Please make sure the following points:
a. There is no space in the beginning or at the end of the code; otherwise the code is recognized as an invalid code.
b. The current version installed is the retail version.
If the current version is a trial version, please download the retail version from the download link we offered after your purchase. If the current version is the retail version, please inform us with your Order No. and your registered Email address for the purchase via support@leawo.com.
6. How can I retrieve the registration code?
Please inform us of the Order No., and registered Email addressed you used for the purchase by sending an Email to support#leawo.com (replace # with @). For more information about ordering and registration, please visit Order Help.

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Payment

What are the ways available for me to purchase the software?
You can pay by credit card online or credit card by fax or by phone. You can also pay by ACH with Proforma Invoice, wire transfer, bank check or PayPal. Generally, credit card online is recommended, as the order will be processed quicker with valid credit card.

I want to pay via credit card online, but what does Card Security Code mean?
The card security code is often known as CSC or CVV2. It is the last 3-digit number printed on the back of all Visa, MasterCard and Switch cards, which shows a strip for signature and a sequence of numbers. For American Express card, the Card Security Code is the 4-digits number on the front of your card, above and either on the left or right of the account number. If you want to purchase via REGNOW, the statement for the CSC is verification number.

I'm buying with the credit card, however, why can't I get the program on time?
This may be because the credit card is in reviewing state. There are several situations that may encounter this state:
1. The transition money amount is big.
2. You are in the pirate version flooded or poor ecommerce country.
3. The IP address is not in accord to the one you have filled up.
4. Your Email or credit card has a refund record.

What kinds of currency do you accept?
Via SWREG: Nearly all kinds of currency are accepted, including US $, GBP, EUR, CAD, JPY, CHF, AFA, ALL, DZD, ARS, AUD, BSD, BBD, BMD, BRL, GRL, CLP, CNY, COP, XOF, CRC, CYP, CZK, DKK, XCD, EGP, FJD, XAU, HKD, HUF, ISK, INR, IDR, XDR, ILS, JMD, JOD, KWD, LBP, MYR, MTL, MXN. MAD, NZD, NGN, NOK, PKR, PHP, XPT, PLN, ROL, RUR, SAR, XAG, SGD, SKK, ZAR, KRW, SDD, SEK, TWD, THB, TTD, TRY, AED), VEB, VND, ZMK. You can select the currency you want when you face the first step of the purchase.
Via REGNOW: Only US Dollar, Euro, Pound Sterling, Australian Dollar and Canadian Dollar are available when you purchase. The prices listed are USD based.

I notice that there is an item named "Registration Backup Service" below the software, must I pay for it?
This kind of service is offered by SWREG, and it is automatically included when you click to pay for products. It depends on your need whether to include this kind of service or not with extra payment. There is also such item named "Extended Download Service" with REGNOW. With SWREG, you can directly click "Remove" to exclude the item. With REGNOW, you need to check the box on the "Remove" column and click "Update" button to save the change.

What is PayPal?
PayPal is an e-commerce business owned by eBay. It enables any individual or business with an Email address to securely, easily and quickly send and receive payments online.

What should I do if I want to pay via PayPal?
Step 1, Find the software you want to purchase and click on the "Buy Now" button for it.
Step 2, Check off the quantity you want to purchase and fill in the form with the Email address for your PayPay account and choose PayPal as the payment method. If you don't have an account on PayPal, you should create one with your information.
Step 3, Confirm the payment. Login your account and you will find an Email about the payment for the software, click to confirm the purchase.
The prices listed are USD based.

I purchased your software via wire transfer, but I still have received no Email from you?
It may take a longer time to purchase via wire/bank transfer than credit card. If you are not sure whether your order is processed or not, please send us an Email with your payment information.

I just ordered the product, but received an error stating that my order can not be automatically processed at the moment and will be manually processed. What should I do?
Possible cause for the error message is:
a. Invalid information entered. This order had been declined by the fraud team as the contact details given on the order were all invalid. Please fill with valid details or re-order with the correct details.
b. Credit card rejected. The card issuing bank has refused authorization for the payment. Please contact the bank & clear the payment. The bank will also be able to advise the reason for the decline statement.
c. The order is not processed because the card type is unknown. Please send us an Email with the order number and the registered Email address if you are not sure with the cause. We will find out the cause for the problem and inform you about the situation as soon as possible.

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Registration

Download
1. I have purchased the software but there is no Email from you?
Please ensure your Email server, MTA, allows Emails from us, SWREG or REGNOW. If you don't have Email blocked, please send us your order number with registered Email address.

2. I bought this, but now it is telling me that the download link is corrupted or invalid. How do I get this running?
Please wait for a while to download the software again from the link we offered, ensuring the URL is correctly linked, i.e. there is no space with the download link. If you still can't download the file, please inform us with your order number with registered Email address.

3. I've received the Email, but I can't find the registration version anywhere?
Please notice the statement in the Email saying "Get key code here:" and click on the link beside and then you will face a page with download link for the registration version and registration code.

4. I can't find the registration code. The key code is blank in the previous Email. Can you send me the key code?
Please notice that there is a statement saying "Get key code here:" and click on the link beside and then you will face a page with download link and registration code. Download the retail version and the registration code only works with the retail version.

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Installation

1.I get an error stating "The setup files are corrupted. Pleas obtain a new copy of the program." when I try to install the full version.
This might be caused by incomplete download of the full version or we are uploading the update version of the program.

2.Error "Setup files are corrupted", how can I do?
That's may because there is something wrong with your OS. Skype has the same problem with you, and you can check it via http://forum.skype.com/lofiversion/index.php/t54014.html. Please follow the steps below to solve your problem:
1.Please reboot and purge the following folders, please make sure that "x" is
your OS disc.
x:\Temp
x:\Tmp if available
x:\WINDOWS\Temp
x:\WINDOWS\Prefetch
2.Clear your Download Folder (desktop?)
3.At least delete manually downloaded SWF to Video Converter Pro-setup-file, including the files in "Recycle bin"
4.Reboot your computer.
5.Disabling VirusScan, download latest SWF to Video Converter Pro setup file again.
6.But now download to a different location than last time. Do not use default location.
7.Install SWF to Video Converter Pro to a different location than last time with a different name. Do NOT use default name, use "SWF2Video" for example.

3. When I am installing the retail version, a message pops up asking me if I want to install the program to the same folder.
Please click to install to the same folder, so that you won't have two folders for the program on your computer, even if you don't manually uninstall the previous version.

4. I encountered an error message "RegOpenEx failed;code 5.Access is denied" when trying to install the software. What's up?
It's because you don't have enough right to access relevant register table. At this situation, you have to ask your system operator for enough right to install the program.If
you choose "Ignore", next time when running this program, dialog box like below will probably pop up, then you have to choose "Open" while canceling the item "Always ask
before opening this type of file ".

5.I have purchased Leawo Software, but I can't upgrade to the latest version.
Please check if you download the right version-retail version or contact us with your Order No. and registered Email address via support#leawo.com (replace # with @) .

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Registration

1. I just purchased the software, but when I enter the code, it keeps saying "Invalid registration code". Please make sure the following points:
(1). There is no space in the beginning or at the end of the code; otherwise the code is recognized as an invalid code.
(2). The current version installed is the retail version.
The trial version has a button "Try", after you click the desktop icon or quick launch icon. There is only a "Register" button for the retail version.
If the current version is a trial version, please download the retail version from the download link we offered after your purchase. If the current version is the retail version, please inform us with your Order No. and your registered Email address for the purchase via support@leawo.com.

2. I lost my registration code to unlock the program.
You can contact us with your Order No. and your registered Email address for the purchase via support#leawo.com (replace # with @). You will retrieve it after the information is confirmed by our support.

3.I checked my credit card and found that I was charged more than the price advertised.
The extra charge depends on the payment method you chose and the VAT/tax you should pay for the purchase. When you clicked to purchase the software, you would face a table with product name and quantity and so on. Under the name of the software, there is an item for "Registration Backup service" offered by SWREG or "Extended Download Service" offered by REGNOW after you confirm the quantity of the software. You must have included the service when you purchased the software.

4.I want to change the registered Email address.
If you want to change your registered Email address, please send an Email to support@leawo.com with your reason to change the Email address, the Order No. and registered Email address, and the Email address you want to change to, plus mailing address or phone No. or other information you keep for the purchase.

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Customer Service

1. When will I receive my product and registration information?
The registration information delivery depends on the payment option you choose. Normally, if you pay by credit card / debit card, wire transfer during the online order process, or placed a purchase order through our sale service SWREG, you will receive the registration key information via a confirmation Email within 24 hours of a business day.

2. What exactly will I receive if I purchase the Leawo Software?
Typically, you will receive a registration key in an e-mail, and a download link for the product you ordered. And if you choose "+ CD", you'll receive a CD disk with the sofware and keycode in it.

3. What advantages shall I always get as Leawo registered customers?
Fully enjoy all functions and features without any limitations. License code sent automatically within minutes after your purchase. Free technical support service via e-mail. Free minor update; discount price for supper improvement.

4. How can I contact your customer service?
Currently we offer the support service in English and Chinese languages. For customers in other languages, please firstly help us understand your meanings in English or Chinese thus we could help you in deed.

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After Purchase

1.What's your upgrade policy?
Our upgrade policy is that all registered users can get a free upgrade for minor version update and share a favor price for major upgrade version release, which is normally the price different between two versions. To know the upgrade price for different software, please take reference to the description in upgrade page.

2.Can I continue to use the program after I change my computers hardware?
If you change your computer's hardware after you have already entered the registration key, you can continue to use it.

3. What should I do if I lost my product?
You can contact us with your Order No. and your registered Email address for the purchase via support#leawo.com (replace # with @). You will retrieve it after the information is confirmed by our support.

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Office Hours: 9 AM - 6 PM
(GMT +8) on Weekdays

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