Ordering and Delivering Registration Keys
Frequently Asked Questions

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How can I place an order?

Placing an order is very simple and easy. Most orders for macOS products are processed by our sales partner MyCommerce Digital River. To begin the order process, click on the word Order page next to the product you want to place an order for. You will be directed to the order page of Digital River, and your Internet connection will be encrypted using secured SSL communication to guarantee maximum safety.

1. Set the language and currency options to your personal needs. The price can be displayed in Euro, US Dollar, and more than 40 other international currencies. Price quotations are computed based on the Dollar price. The final price with taxes can only be computed after you have specified the country of delivery.
2. Adjust the number of products you want to order, if needed.
3. Enter your personal information.
4. Choose a payment option.
5. Follow the instructions given.
6. When your payment has been confirmed, you can download your registration immediately. A valid commercial invoice can be printed. You will additionally receive a copy of registration and invoice by email.

Can I place the order without using the Internet?

Yes, this is possible, but in the times of “App Stores” we no longer recommend this, however. An Internet connection is required to activate the registration on your computer. You can place your order by phone, fax or postal mail. For detailed instructions, please select the menu item Help > Purchase Registration Key in the application you want to order.

How is the product delivered?

Registrations for our macOS products are always delivered electronically. They are sent to you by email from MyCommerce Digital River together with an invoice immediately after your payment has been confirmed.

Registrations are based on files that have names ending with the marker “mbsreg”. Each registration is represented by a single file. If you ordered multiple registrations in a single transaction, they will be packed into a standard ZIP file for easier handling during the download. You can unpack the ZIP file by double-clicking it in the Finder. To load a registration file into the application it belongs to, either double-click the file or use the button “Load from file” in the registration panel of the software product. The chapter Registering and Unlocking the Software in the reference manual of the application has very detailed instructions on how to work with registration files.

Can I unlock your software without an Internet connection?

We had offered this feature for 15 years, but it required for security reasons that customers identified themselves to us with their actual names and verified email addresses. Many customers no longer considered this a contemporary solution and no longer accepted it, because the necessary verification step neither allows anonymous use, nor immediate delivery of the product. Therefore, as of June 2016, registrations are no longer delivered by email, but can be downloaded immediately after your order was processed. To confirm legitimate use of the registration, an additional activation step is needed however, which requires an Internet connection.

If you are in an environment where Internet is not available or not permitted, it may still be possible to arrange an individual solution, but this will be an exception. This courtesy offering requires access to another Macintosh system with Internet connection running macOS 10.12 or later. Contact us with your postal address for further details.

How can I reach Digital River by phone or postal mail?

If you like to place an order by phone or mail, you can reach Digital River as follows:

Phone: +49-221-82829399
Fax: +49-221-31088-29
(Languages: English, German, French, Italian, Spanish, Portuguese)

US customers can also place an order by calling the toll-free number +1-800-903-4152. This hotline is for orders only.

In the United States you can reach Digital River as follows:

Phone: +1-952-646-5747 (language: English)
Fax: +1-952-646-4552

Can I specify different addresses for billing and delivery?

Yes, this is possible without problems. The order form at the Digital River website can handle this. Please note that you have to specify the end user of the software on the first page of the order form. Don't confuse the name of the user (licensee) with the name of the addressee for the invoice which has to be specified later.

Can I return a registration file or cancel the contract and get a refund?

You can test and evaluate the software thoroughly before placing an order. For this reason we have to assume that an order is binding after you have decided to purchase a usage license and the associated registration.

The registration is delivered to you without delay after the order has been processed, so the performance of  the contract begins prior to the expiration of the 14 days withdrawal period granted by consumer rights in the European Union. You have to agree to this immediate delivery policy expressly when placing the order. According to European law, you will lose the right of withdrawal in this case once the contract has been fully performed by the reseller MyCommerce Digital River.

Returning a registration after delivery is therefore not possible. Of course, your rights of cancellation in case of product deficiencies remain unaffected.

What will I receive?

You will receive a small file which contains the registration information used to unlock all features of our software, removing any “demo mode” restrictions. This file must additionally be activated via Internet the first time you use it with the application on your computer.

There will be a separate file for each single license you have ordered. (For delivery, multiple files are packed into a single ZIP archive.) The reference manual of the software product contains detailed information on how to use a registration file.

Note that the registration file represents a value. You should make a backup copy and store it at a safe place not connected to your computer, e.g. on a USB memory stick.

How can I pay?

Available payment options can depend on country and selected currency. Most credit cards, PayPal, and payment by check are accepted worldwide. At the moment, MyCommerce Digital River offers the following payment methods. The available options can change any time without notice:

What currencies can I use?

Digital River accepts Euro, US Dollar, British Pound, Japanese Yen, and Chinese Yuan Renminbi as main currencies. Specific payment methods may restrict the set of accepted currencies, however (see previous question). The following currencies are usually available for billing and price display. The availability can change any time without notice:

Currencies marked with an asterisk (*) are billing currencies only if the supported payment method and currency are used.

How can I get price quotations in other currencies?

Click on the word Order page next to the product to go to the order page. Select the desired currency with the pop-up menu in the upper right corner. The final end price including taxes can only be computed after you have specified the country of delivery.

Will I receive a valid invoice?

Yes, a legally valid invoice will be created as PDF document just after your order has been completed. You can save or print the document.

What about value-added tax or other sales taxes?

After you have entered your personal information in Digital River's order form, the correct tax applicable to you will automatically be computed in compliance with local and international laws.

• Customers in Germany pay additional 19 % VAT.
• Consumer customers in the European Union pay additional value-added tax in compliance with the respective national laws for the sale of digital software licenses. The rates are different in each country (see below).
• Business customers in the European Union outside Germany which specify their VAT ID Number don't need to pay any additional taxes.
• Business customers in other countries may be eligible for Tax Exemption if they confirm their status with the respective Tax ID when placing the order. In some cases, a post-order Tax Refund may be possible. If you think you are eligible, contact us for details with your Tax ID after you have received your product.
• Customers in the United States of America pay individual Sales Tax where applicable depending on location.
• For all other countries, please see the second table below. For countries not listed, no additional taxes apply.

Taxes in other regions are listed in the following table. The list does not claim to be complete:

For orientation only. Tax rates may change at any time depending on relevant legislation.

Can I purchase licenses in all countries?

Unfortunately no. Due to export regulations, delivery to the following countries or regions is currently not possible:

• Afghanistan
• Belarus
• Crimean Peninsula
• Cuba
• Iran
• Iraq
• Myanmar (Burma)
• North Korea
• Russia
• Somalia
• Sudan
• South Sudan
• Syria
• Venezuela
• Yemen

This list is subject to change depending on current export restrictions in the United States and the European Union.

My online order was interrupted so I don't know its current status. Can you track or cancel my order?

We don't process your order, so unfortunately we cannot help you. If you like to review your data or the current status of an order, and you have created a customer ID with MyCommerce Digital River, you can log in to your account.

I have a question not mentioned in this list. Where can I get more information?

The software reseller MyCommerce Digital River provides an additional FAQ document for further information.