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Order Support FAQs

Purchase Information

  • Do you offer technical support for trial users?

    Yes, you can contact us any time you have technical problems when using the trial version of our product. Login to your account and submit your question via our online form. Our support team will send the solution to your e-mail address. You can also track the question here.

  • How do I use coupon codes?

    You can follow the steps below to get discount with the coupon code.

    1. Add the program you want to purchase to the shopping cart.

    2. Enter the coupon code in the Coupon Code field on the bottom left of the shopping cart.

    3. Click the Apply button and you'll see the reduced price.

    4. Click the Secure Checkout button to continue with the purchase.

    If you encounter the error message saying that the coupon code does not exist, it might be due to the following reasons:

    Make sure the coupon code is entered correctly.

    Make sure the coupon code corresponds to the product you want to purchase. Some coupon codes are unique to the products.

    Make sure the coupon code is within the valid time. Usually, the coupon code has an expiration date.

    Contact us and include a screenshot of the specific error if you still have this coupon code problem.

    Note Sometimes, a coupon code is already entered in the Coupon Code box in the sales promotion. If you have a coupon code with a greater discount, please remember to replace the original coupon code with your own one.

  • What can I do if I purchased the program using a wrong e-mail address?

    If you purchased the program using a wrong e-mail address, you might not receive the purchase confirmation e-mail or download the program. Contact us for assistance with the wrong e-mail address and we will help you merge it into the correct one.

  • How do I purchase an upgrade?

    You can purchase the upgrade in My Upgrade Center. Please log into your account. A link to the available upgrade is displayed.

  • What's the difference between an update and upgrade?

    A software update is usually downloadable free of charge while a software upgrade usually is not.


    An update provides bug fixes and minor software enhancements which improve the application. It is applied to software that you already have installed. All updates are available for free here.


    A software upgrade is a major, standalone version of a software product which adds more features to your current software. Usually, you can upgrade at a reduced price. You can purchase the upgrade in the My Upgrade Center.

  • What is a backup CD?

    For a minimal charge, you can order a backup CD of your downloadable software. In the event of hardware failures, viruses, and accidentally deletion, your purchase is protected with the backup CD.

  • How do I order the backup CD?

    Generally, the software you purchased from our official website is a downloadable version. You can purchase the backup CD together with the downloadable program in the shopping cart. The backup CD option is available below the ordered item. Click the Add button to add the backup CD to the shopping cart. You can also order the backup CD in your order history after you purchased the program. Click the relevant Invoice No. and then click the Order Now button below the order details to get the backup CD.

  • How much does one backup CD cost?

    The price for the backup CD is $8.99. You do not have to pay additional charge for delivery.

  • What's in the backup CD?

    One backup CD includes all the products you purchased in one order. If your purchased program has the license key, you can find the license information in the license.txt file included in the disc.

  • How long can I receive the backup CD?

    It will take around one week to arrive within United States. For international delivery, it will take more than four weeks. If you have not received the backup CD within a long time, you can contact us with your order number.

  • How will the charge appear on my credit card?

    The charge on your credit card will appear as ArcSoft Software.

  • When will my credit card be charged?

    Your credit card will not be charged until your order is processed successfully.

  • Can I apply one license to the program on multiple computers?

    One license allows you to use one copy of the software or product on a single computer only. For each software licensee, the program can be "in use" on only one computer or hardware device at any given time. If you want to install the program on a new computer, please uninstall it from the old computer first, and then install it on the new computer. Please note that if you switch from PC to Mac or vice versa, you need to buy its corresponding version. As Mac and Windows versions are completely different products.

  • I purchased the wrong product by mistake. Can I exchange it for the right one?

    If you have incorrectly purchased one product, we would advise that you purchase the correct product and we will then refund the incorrectly purchase product. Please contact us with your new order number.

  • How to add, remove, or adjust quantities in my shopping cart?

    To add a new item to your shopping cart, please click the Continue Shopping button on the lower left. If you want to remove a product from your shopping cart, please click the Trash Can icon  . If you wish to order more than one copy, please select the correct number from the Qty list.

  • Why do errors occur when I purchase the program when using my credit card?

    Many reasons can cause a transaction failure. Please make sure that the credit card is good and has not expired. You can try another credit card. If you continue to have problems, you can contact us. For fast and better service, we would like you provide us a screenshot of the error message.

  • Is it necessary for me to enable cookies in my web browser?

    In order to place an order online, you are required to have cookies enabled in your web browser as you cannot order without the use of cookies. These cookies do not contain any personal data and are stored only temporarily in our web browser. The cookies will be deleted as soon as you end the session by closing the web browser.

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