Category - FAQ

If you have forgotten your password or wish to change it, please use the password reset form. Password reset request form Enter your e-mail address and click [Reset password]. An e-mail will be sent to this address if it corresponds to a known user. New password entry form Use the link in the e-mail. The …

If you receive an email stating “Your GeneaSofts.Com account must be verified before you can access your purchase history”, this means that you used your email address to make a purchase before your user account was created on the site. When your account is created, we automatically check whether a purchase has been made using …

When confirming your shopping cart, a message may appear stating: “Error: The email address xxx@xxx.xxx is already in use.” This message indicates that the address provided is already known, but that it is not linked to your account. There are two possible scenarios: The email address you entered is used by another user account. If …

A download link is displayed at the end of the validation of your basket. This link is also sent to you by email. If you have lost them or exceeded the download time limit: Log in the site. Display the “Purchase history” section in the downloads. Select the software to download.

The address shown on invoices is the one known at the time of purchase. If you have not indicated an address or if you wish to modify the address indicated on an invoice, please follow the procedure below: Log in to the site Display your purchase history. Select the invoice you wish to view Click …

An invoice is issued for each purchase (including license renewals) and additional services. To find an invoice : Log in to your account. View your purchase history. Use the “view invoice” link for the corresponding purchase. You can print the invoice or download it in PDF format.

You may be asked to activate the application you have just installed. Otherwise, use of the application will be restricted. Show license window To activate the application, display the license management window (menu “?” / option “License activation”) Enter your license activation key In the window , enter the license activation key you received by …

Deactivating an application involves removing the computer from the list of computers for which the license had been activated. This allows the application to be used on another computer, for example. You can perform this action on the computer concerned or on the site. On the computer To deactivate the application, display the license management …

Each software package comes with its own license. When several editions are offered for an application, this indicates that the application can be used with more or less functionality. That’s why you need to activate your license to benefit from the features available under the chosen license. Upgrade your current license. As long as your …

In accordance with French law, you may request a refund of your purchase within 14 days of purchase.

We use a security system to protect the site and your data from the many fraudulent attempts that are made every day. Under certain circumstances, this security system may block you. You will see a message similar to the one below: Note the RID reference and alert us by email at support@geneasofts.com if you are …

If you have downloaded an application from our site, you can use our ticket system to ask a question or report a problem with the application: Log on to the site. Write a new ticket, providing as many details as possible about the problem you’ve encountered. You’ll receive a confirmation e-mail and then an e-mail …