Technical
Support
Have troubles obtaining or using our applications? Let's see what we can
do...
Ordering
problems
Sometimes people experience problems placing an order on our
site.
While we would certainly prefer to
hear about and resolve such cases and be your primary point
of sale and contact, we also realize that in most cases all you
want to do is get your file or activation code and be over with
it ASAP.
With that in mind, below are a few links for some of our larger
online distributors:
Note that distributors may force additional conditions
upon customers, i.e. paying extra for keeping the order on
file, requirements to contact the distributor before
contacting developer and so on!
Return
policy
Trial versions with full or close to full functionality are available for almost BEIKS products.
While it is not practically possible to enforce a
installing a trial (and we wish we could), we require
customers to do so before purchasing an application!
It is customer's
responsibility to check for conditions like device or media memory
required by the application, operating system requirements etc.
and often the easiest way to see if the application works on a
particular device is to simply download and install its trial
version!
BEIKS
reserves the right to refuse product return / refund request
based on a claim that the customer did not know what the product
looks like or if it was compatible with its device!
Exceptions to this rule are products that do NOT offer trial
downloads.
If there is a problem with the product that we can
not solve within reasonable time frame and conveniently for the
customer, returns of orders placed via www.beiks.com may be
made within 7 days of the order confirmation receipt.
For refund
requests, please contact us by
email with your invoice number.
Note we are NOT able to issue credits for orders placed through
distributors for the simple reason we were not the one who got
the payment in the first place.
Downloading
updates
Most, if not all of our software, is available
online (once it gets into the database), including the
updates.
You will need the order number you have got when
purchasing the product and your Owner Identification.
License transfer policy - device change /
upgrade or Owner ID change
If you had changed your device chances are your previously
known activation keys will not work anymore. On some
devices/platforms they will, on others they might not.
This is because the application licensing mechanism is tied to a
device property, which may be different for each device.
We call that
property Owner ID and it is different for different devices
and mobile platforms.
When changing devices, it is only normal to expect that your
purchased application will still be working (unless explicitly
stated otherwise upon purchasing).
Since the application's functionality is tied to a particular
device property, what needs to be done is our records to be
updated with the current device's property (Owner ID) and then
the corresponding activation/registration keys to be generated
again, this time using the updated owner information.
The accumulated user base over the years makes it practically
impossible to service such updates (license transfers) manually,
upon customer request.
We keep
getting requests for purchases made a whooping 5 (five!) years
earlier - perfectly valid requests, which, however,
increase cost of doing business and make servicing them
unacceptable.
After a long consideration and extensive consultation with our
customers, we adopted a policy of an automated, self-servicing
license transfer, allowing one free and two low-cost transfers for
each 365-day period following the original order.
For
example, if you ordered on May 5th 2005, then you have
one free and two paid license transfers before May 5th
2006, then another 1 free and 3 paid before May 5th 2007 and
so on.
To self-service your
license transfer please log-in to MyStuff
with your original order credentials, then use the "Device
Change" link at the top right of the home page.
Why charge for
subsequent transfers?
And why only two?
It is easy to explain
the general logic and hard to defend any particular number.
In a nutshell, allowing for unlimited license transfers
defeats the whole purpose of having licenses in the first
place. And licenses are to encourage payment (we pay bills
too!) while helping protect from software piracy.
At the one end is the endless flow of users who keep calling
years after purchase with logically valid requests to
transfer a license, a flow which we can't handle without
introducing additional costs.
At the other end is the completely open application, which
less people will be paying for and some will start selling
on their own behalf, charging us with support. It has
happened in the past and it will happen again without some
form of licensing protection.
The balance is to have customers self-service license
transfer, but pay for it. Little enough that it doesn't hurt
them individually, but big enough to stop someone for
turning into private reseller.
As stated above, the 1 free / 2 paid transfers policy was
adopted after consulting with a lot of customers. We all
agreed it is not perfect, but we could not come up with
anything better.
Let us know if you do!
Lost login details for MyStuff (lost order, lost Owner ID)
If you have lost your order number
or Owner ID then you can not log-in to MyStuff to access
your activation codes or downloads.
However, you have them sent to the email address associated
with the order.
You do that through the
order details request form at the home page of
MyStuff.
If you have lost your order details AND your email has changed
we may or may not be able to help as we may not be able to
verify your identity.
You may still try submitting a request to our technical support,
but we can not guarantee it will be fulfilled.
It is also possible that we request a processing fee for the
manual handling of such request.
Check
the Frequently Asked Questions
How to install
and remove Palm
software applications.
How to install
and remove Windows Mobile software applications.
How
to install and remove BlackBerry applications.
Contacting
BEIKS: email,
phone and fax
We try
to do our best, so please bear with us and hopefully we'll
both win with minimal efforts. Here is the order we believe
will work best for both parties:
1) If you have a problem, try looking into the product's
user manual for a FAQ section first
2) After the manual, try checking the product's page online;
most products have an online "Known Issues" section which
gets updated dynamically with knowledge we gain throughout
the product life cycle
3)
Write an email to our tech support email address
support@beiks.com .
Email is not just a preferred
support option, it actually has a better chance of prompting
a faster and more accurate response!
4) Check
the online web forum and search for other posts about
similar problem there
5) Call
us at +1 214 774 2806. Once more, support request are more
efficiently handled over email.
Unsubscribing
from the email notifications list
Although we use email notifications relatively rarely and mostly to
report about a program update, you may not want to hear from us. If this
is the case, please let
us know and you won't hear from us.
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