Merchant Services Customer Care

Supporting Your End Users

We are committed to providing publishers with superior customer support. These pages are designed to show you the end user experience and to help you help your end users by answering their most commonly asked questions. There is also a Software User Support Center specifically designed to support your end users. You can add the link to your own web site or have your technical support team direct end users to it.

The End User Experience

In this section we will show you what your end users see. You can view the PDF files below or save them for future reference:

1. Registration
2. E-commerce Services
3. Copy Protection and Trial Services

Providing Support

When end users contact you for support, these are the problems they are most likely experiencing:

Error Messages

• I’m getting an “Invalid Serial Number” message.
• What does the message “Communication Error” mean?
• I keep getting the message “No Internet Connection Detected”
• I keep getting the message “There was a problem accessing a file on your system.”
• What does “System Error” mean?
• Additional Error Messages

End User Issues

• I don’t have an internet connection and I want to install your product.
• I’ve lost my serial number. Can you send it to me?
• I need to re-install your product.

Refunds

• I would like a refund for a product I purchased.

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