Questions About An Existing Order
- Questions about an order - This includes things such as ordering the wrong product, ordering incorrect quantities, didn’t receive order confirmation, etc. For help, email us at firstname.lastname@example.org
Wrong Email Address
- If you paid using PayPal then a download account will be created using the email address that you have registered to Paypal. The confirmation also gets sent to the email registered to Paypal.
- Email Entered Incorrectly - email us at email@example.com with your order number and we can assist you.
- Make sure to enter the login email and password correctly. If an error says your password is incorrect then click “forgot password” and enter your email address to get a new password sent to you.
- How Many Machines Can I Install My Product On?
We allow you to install our products on up to two machines. This includes a workstation and a personal machine or laptop.
**The product cannot be used simultaneously on both machines by two separate artists. This would require additional licenses.**
- License Transfers:
Machine upgrade or need to transfer plug-in to a new machine: The process is to delete the plug-in from the old machine and re-install and re-license on the new machine the same way as you did on the old machine.
- Licensing Problems: Check through the product specific support pages for licensing details specific to your product.
**The account is for the purpose of keeping track of your purchases and for back-up purposes.**
- You can only create an account if you place an order through our store. When you go to the checkout page, you’ll be asked to create an account.
Change Account Email
- To have your Video Copilot account email address changed, send us an email from your current email account to firstname.lastname@example.org
Include the email that you want your account changed to.
Merge Multiple Accounts
- If you have multiple download accounts and want them merged then send us an email at email@example.com.
Include in your email the email addresses for your current accounts, and tell us which email you want all of the accounts merged into.