Technical
Support
Have troubles obtaining or using our applications? Let's see what we can
do...
If you have a problem placing an order on
our site...
If
you do not know how to download or activate the application you
have purchased (recently or in the past)...
If the application is telling you
the activation key is incorrect...
If you have
recently changed your device to the same or newer model and need
to transfer purchased applications...
If you have recently changed
your device to a device powered by different operating system
(e.g. a BlackBerry to Windows Mobile powered device)...
If you want to contact BEIKS...
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
installing a trial (and we wish we could!), we ask 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.
Ordering
problems
On some rare occasions
customers experience problems placing orders at our
site.
If this has happened to you the first thing
we would suggest is close your browser, start a new session and
try again. Most of the time this would work just fine.
The next thing to try would be the same, except, if possible,
with a different card.
Like every other merchant we use the services of a bank to
authorize card and capture payments and sometimes banks do not
seem to communicate properly with each other.
Eventually, we suggest contacting us by either
sending an email or directly calling our support line +1 214
774 2806.
Ultimately, you can simply purchase the product through some of
our distributors. Below is a list of a few such distributors:
Note that distributors may
impose 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!
Downloading and activating purchased applications
Most BEIKS applications are available for free download and
evaluation.
With a few exceptions (Install Expert, InterType for Palm
OS) there is no difference between the publicly available
evaluation download and the download for a "purchased"
application.
What is different is that customers are given a unique
activation key, which prevents the trial download from
expiring, cutting some or all functionality or otherwise
affecting its use.
Once you purchase, you should receive the activation key in your email
within minutes of completing the order.
There are two emails you
should receive - one is the sales receipt and the other is
the activation key for the application. It usually has the
format XXXX-XXXX-XXXX , i.e. three 4-digit decimal numbers.
From the moment the purchase is finalized,
your order (and the activation key, and the link to the
application file - public or private) also become available
at the MYSTUFF area of our site.
You can access that by using your invoice number and Owner
ID as specified on the page itself.
Orders will be available at MYSTUFF for quite some time, but
not forever. We strongly recommend making a local copy of
both the files and associated activation keys (if any).
To activate the application you supposed to run it
and, if it does not automatically prompt you to enter a registration key,
you should pull its menu and choose "Register..."
from it.
That should produce a registration screen asking for your
activation (aka registration) key.
Punch it in, hit the "Activate" or "Register" button and you
should be done.
Note 1: If you have purchased your
application long time ago, chances are it may not be
available for public download at the time you need it.
There are two things you can do in this case:
First, look at both the product page and
inside MYSTUFF for links to previous application version
distributives. Sometimes we post them on the product page ,
sometimes within MYSTUFF and sometimes we just remove links
to them for various reasons.
Second, if that does not help, then you can
email us with request to provide the distributive. Please
include some information about your original order that
authenticates it.
Note 2: While striving to ensure your convenience we do not guarantee online availability of
orders older than 5 calendar years. For your best protection
we strongly advise that you make a copy of all application
downloads and activation codes.
Application insists the entered key is incorrect
Below are the most common reasons why an application would
report the key you are entering is incorrect:
1) You have recently changed your device.
Even if the device is of the same model it may have
different unique identifier (actually guaranteed to happen
for BlackBerries) and the activation key will need to be
different.
Obtaining activation key for a different device is called transferring & a license and is handled in a
different help topic.
2) You may have given us an incorrect Owner Identification.
Every activation key is generated based on the user-provided
Owner Identification - a unique piece of information
identifying the device on which the key will have to work.
For BlackBerry devices that is the PIN number of the phone
(not the SIM card!); for Windows Mobile devices this is the
owner's name as provided in the Settings application
available through the Start button; for Palm OS devices this
is the Hotsync name used to identify each device to the
according Hotsync application.
All our applications display the Owner ID that you need to
provide us in the same screen where the activation key needs
to be entered. We may also call it the Device ID.
The provided Owner ID can be updated by you through the same
process that is used for transferring the license to a
different device.
The Owner ID is NOT case-sensitive. "USER JOE" is the same
as "User Joe".
Some characters are relatively easy to confuse, e.g. "8"
with "B" and "0" with "D" (that is particularly true for
BlackBerry devices).
3) You are trying to activate a different version of the
application than the one the key is meant for.
Different application versions may require different
activation keys. This is usually the case when the upgrade
to the newer version is commercial.
If you have purchased long ago and installed or restored
from a backup, then used MYSTUFF to get the latest key and
it does not work then there is a chance you may fall in this
category.
Compare the reported application version in MyStuff and the
version reported in the About box of the application on your
device.
Also, when superseding applications BEIKS usually adds
"/superseded/" at the end of the application title.
You have two options here - to upgrade (use the upgrade link
under your purchase in
MYSTUFF) or to
seek a distributive of the application version that you have
purchased (see "Downloading
and activating purchased applications").
As usual, if this does not help you should
contact us.
License transfer policy - device change upgrade or Owner ID change
If you
had changed your device chances are your previous
activation keys will not work anymore. On some devices/platforms
they might, 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!
License transfer to a different mobile
platform When you change your device from one powered
by certain software platform to another powered by a different
software platform we call this cross-grading.
For example you may change a Palm Treo running Palm OS to a
BlackBerry running RIM's specific version of Java ME; you can
change from a BlackBerry to a HTC device running Windows Mobile
or you can even change Palm Treo running Palm OS to a Palm Treo
running Windows Mobile.
It's still cross-grading because the underlying operating
system has changed.
Because different mobile software platforms differ from each
other - in some cases quite significantly - it is logical to
expect that we, the software application developers, incur
additional costs for making an application available to a
different mobile platform. Sometimes they are small and in other
cases it is practically the same as developing and supporting a
whole new application.
If you see that your already purchased BEIKS application is
available for the platform of your new device, then you should
be able to cross-grade to it at a discounted price.
To do that, you should log-in to MYSTUFF and look under your
existing order.
A cross-grade link should be available under your original
order.
If it is not, please
contact us and have it enabled. Make sure to include the
product title in reference.
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. not guarantee it will be fulfilled.
It is also possible that we request a processing fee for the
manual handling of such request.
Contacting BEIKS:
Web form, email, fax and phone
Below are the most efficient ways of solving a problem you may have with our software, in order of likelyhood to succeed:
1)
Consider reading the product's user manual or FAQ section.
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) Use the online
SUPPORT REQUEST FORM to send us a
message for your problems. This method of contacting us is
actually better than email because in the entry form we ask
for information that you often forget to provide on your
first email and because we distribute it better internally
than a generic email.
Emails are sometimes incorrectly classified
as spam or junk and we may simply miss it!
4)
Write an email to our tech support email address
support@beiks.com .
Web form and email are not just a preferred
support option...they actually have a better chance of
yielding a faster and more accurate response than a phone
call (when available).
5) Check
the online web forum and search for other posts about
similar problem there
6) Phone support has been cut off as of July 2012. We apologize for the inconvenience. Emails are still read and replied to though!
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.
| 
