For your convenience, a list of frequently asked questions is provided below. This will hopefully provide an immediate answer to you inquiry, potentially eliminating the need to raise a support call. If the answer you seek is not there, please feel free to contact our Customer Support with any non-technical questions and requests.
- When will I receive my registration code?
- 24 hours have passed, yet still I haven't received my registration code. What's the problem?
- Your order system does not accept gmail or yahoo accounts, which, unfortunately are the only services I use. Why can't I use a free e-mail address?
- Will you subscribe me to your mailing list once I've placed the order?
- I work at the University. Do you have any price discount for academic institutions for your products?
- I don't have a credit card. Is there an alternative payment method for the product?
- Do you have a reseller in my country?
- Who should I contact with questions about my order, payment, or delivery?
- I lost my key. Is it possible to receive a licence key again?
We know that you want your software NOW, and we do care to provide instant service, but please note that the program is already fully functional (unless you are past the trial period already), and you don't have to wait to use the software.
Unfortunately, any automatic fraud detection system cannot detect 100% of fraudulent orders, that's why we have to check all of our orders manually to protect legitimate credit card holders from fraud and us from chargebacks. Please excuse us for any inconvenience caused by our order verification system. Normally, this process is usually completed within a few minutes, however, please allow up to 12 hours to hear back from us.
The delay could mean that our emails are being blocked by your spam filter. Please use the License key request form to report this problem to us. Make sure to mention the order reference number and supply us with an alternate e-mail address. We will be happy to re-issue you another email.
It might not be just your email client that is filtering, others might be doing it in the background as well. Your email server may be overzealous with attachments, and does not let it through to your email client on your desktop computer. Also, quite frequently the problem is with misconfigured SPAM filters, whenever they detect words like "purchase" or "order" in the message subject, they block it.
If it is not in your spam box (99% of the time this is the issue), then doublecheck the email address you entered. It doesn't happen often, but some people wrongly type in their email addresses. Also another issue we have had is that the email gets bounced back for whatever reason.
If you use spam filtering software, please remember to add "@heaventools.com" to your list of acceptable e-mail senders.
You will receive important information and receipts via e-mail. Products are usually delivered by e-mail as well. However, this does not apply to orders by credit card. To offer this payment type without incurring risks, we can only accept addresses from fee-based e-mail services.
Yes, we insist on a real, non-free, non-anonymous e-mail address. Why? Because of the online commerce security risks involved. The sad truth is that about 90% of orders placed using free e-mail addresses were fraudulent. This was bad for us, because every chargeback costs us money, and bad for the legitimate cardholders whose credit cards were being used by wannabe hackers to purchase our products.
On the other hand, virtually any bona fide customer has a real, non-free e-mail address. And, once again: no, we don't need your real e-mail address to spam you. No, your e-mail address will never be shared with anyone. No, we won't subscribe you to our mailing list against your will. We hate spam as much as you do.
If you still aren't convinced please contact Customer Support.
During the online order process, you will see the question about update notifications. We will subscribe you to our mailing list (no spam, low volume - four to five short newsletters per year) only if you agree to this question. Each newsletter contains the "Opt Out" link in case you want to opt out. And it will really opt you out!
If you don't subscribe to our mailing list when you order, you can always do so later by visiting our Web site and using the online subscription form. Subscribing to our mailing list allows you to receive information on new products, releases, and updates.
Generally, we give away a $30 discount on the PE Explorer Personal License for officially employed teaching and research staff, and students of officially accredited educational institutions. Please contact Customer Support to get $30 off $129 coupon code. Note that we reserve the right to request a written proof of eligibility of educational status at any time.
You can pay by check, money order, PayPal, or wire transfer. Please start your ordering process by clicking the Buy Now button, fill out the online order form, select a desired method from "Method of Payment", click "Next" and follow the instructions on the next screen.
We have several reseller partners who offer a wide range of payment methods, including local bank transfers. Check HERE for more information.
Our Customer Support service will be happy to assist you. To contact us immediately, please use the Customer Suport Contact Form.
Our Customer Support service will be happy to assist you. Please use the License key request form to have your key resent to you.