Support Center
Here I would like to list some frequently asked questions from our customers, hopefully, this would be helfpul to you. If you can’t find the answer to your question, please feel free to contact our support team. We'll try our best to solve your problem within 24 hours (working day from Monday to Friday, 9AM to 6PM, GMT +8).
When you write to us, please provide us as much detailed information as possible, such as your order ID or your license info(if you have purchased our software), version and build, the OS of your computer, detailed description of the problem you encountered. Preferably, some screenshots about the issues.
If you face difficulty in using our Video and Audio software, or feel at sea about what iOrgSoft Video Converter software products can do for you, please come to this page. You will find that your puzzles will be cleared in this FAQ. If your problem still can not be solved with our FAQ, please feel free to contact our online support center, We'll try our best to solve your problem within 24 hours of the working hours (from Monday to Friday, 9AM to 6PM, GMT +8).
iOrgSoft online support center
FAQs:
Registration:
Q1: I have purchased the program from iOrgsoft and get the license info, but the program won’t allow me to register, what should I do?
A: Please contact our support team, we will send you an email with an official version download link, you need to uninstall your trial version or the purchased one first. Then click the link to download and install the new version. You can register with the same license info.
Q2: What if I lost my license code?
A: Please contact us by email or Skype, and tell us more info about the order, such as your name, the email you used to purchase, which will help us find your license info in our database. Then we will send you the license info by email.
Q3: When I type the license name and code, why it pops up an error?
A: First, please check the spell of your license name and the license code. You have to enter the user name and code exactly as given in your license message, with the same spacing and case.
If it doesn’t work, please send an email to support@iorgsoft.com. We will check your registered info and send it to you ASAP.
Q4: I have a laptop and a desktop, can I install your software on both of them with the same register info?
A: Yes, you can. You can just download the software to both of the computer and then register with the same license info.
Q5: Do I need to re-register after I re-install the software?
A: No, you don't have to re-enter your registration info. Our software will memory you registration status.
Q6: I can’t open the software properly, what’s wrong?
A: Please uninstall your previous version and reinstall a new version. If it doesn’t work, please send email to support@iorgsoft.com, and tell us which program you are using and your registered name(if you purchased the product). We will reply you ASAP.
Q7: I have purchased your software, but I didn’t receive my license code, why?
A: That’s must be a mistake made by the system. Please send us an email with your license name and your purchased product or your order ID. Then we will send you the license code ASAP.
Order informaion
Q1: If I purchased the wrong product, can I change the order for the right one?
A: Yes, you can. If you purchased the wrong product, please specify which program you bought and what the right one you want to exchange.
*(note: You need to pay extra money if the two program don’t charge the same price, meaning you don’t need to pay a penny if they have the same price)
Q2: How can I remove the product I don’t need in my cart before payment?
A: When you select the software and click "Purchase", a new Regnow window will be opened. The software you need is in your cart, and if you need the Extended Download Service or a backup CD, you can click "Add to Cart".
If you want to remove the product from your cart, you just need to check the check-box next to the product, then click "Update". Now, the product is removed from your cart.
NOTE:Please make sure you have checked the product in the cart before payment. Once the transaction is done, we won’t refund for any reason like "I purchased it by mistake or I don’t know the product is in my cart".
Q3: Why should I download a trial version before purchasing?
A: The trial version is offered for evaluation, you are supposed to have a test before purchase. This gives you a chance to see if it works the way you expect. You are encouraged to contact us for support if you have any question or concern then make a decision to buy.
Q4: What’s the difference between the trial versioin and the official version?
A: There is no significant difference between the trial and full version regarding to functions. The only difference is that the trial version has watermark over the video while the official one doesn’t.
The trial version might won’t allow you to register, the field for lincese info are greyed out, the full version can be registered directly when you acquire the license name and license code.
If you can’t register in the purchased version, please email us support@iorgsoft.com, we will send you a link of the official version.
Q5: I tried many times to purchase your product, but I failed every time, why? And how can I buy it successfully?
A:The following situations may have caused the failure:
- 1.You are not located in the region of Americas.
- 2.It may be a problem caused by Regnow.
- 3.Some problems with our network. Please contact our support team.
- 4.Please change to use Paypal payment
Payment and delivery
Q1: What payment do you accept?
A: Payment Options:
- Credit Cards via Secure Online Ordering –(Recommended) Instant Delivery!
- UK cheque, US check, Post cheque.
- Bank wire / International Money Order.
- PayPal.
Q2: What happens after I pay for the order?
A: You will receive an email confirming your order shortly after sending the online order from RegNow. You will receive automatically by mail your activation key to unlock the software.
Q3: When can I get the software?
A: Once we received your payment, we will send you the license info and a new versioin of the software i.
Q4: Is it secure to purchase from your Website?
A: Yes, it is 100% secure. Our secure server at Paypal.com and Regnow.com, all are veteran ecommerce company. If you have concerns about purchasing online, please take a read about security measurestaken to protect your credit card information.
Q5: If I buy a CD for flip video covnerter, how can I get it and how can I install the software with the CD?
A: The CD will be mailed to you and you must offer a detailed address to ensure that you can receive it.
After you get the CD, you will be able to directly install the flip video converter, without having to download anything else, there should be an flip video converter.exe program there, just click it to install.
Refund policy
Q1: What’s your refund policy？
A: We generally do not grant any refund.
As iOrgSoft offers trial version, you can check if the software are compatible with your computer and if they can meet your needs before purchasing.
Once the transation is done, the license info and the download link of official version are sent to you, they can not be canceled. Except there are some fatal technical problems.
Acceptable refund cases:
1.You accidentallly purchased the same software more than once.
2.You purchased the wrong software, and you wish to change for a right one from iOrgSoft.
3.If our software has a fatal technical problems and it prevents you from using it properly, and our technical teams can’t fix it within an accepted period of time.
NOTE: In this occasion, you have to offer detailed information about your error, requested by our support staff, such as screenshots of error messages, log files, detailed descriptions of your actions, file samples, etc.
Unacceptable refund cases:
1.You purchased several different softwares, and claim that you only need one of them as the others are “accidentally purchased or purchase by mistake”.
2.You purchased the so-called “wrong product” and purchased the “right” product from other company.
3.You requested for a refund without offering any detailed information for our technical teams.
4.You claim that you didn’t try the trial version before purchasing and you don’t know it can’t satisty your requirements.
5.You claim that you don’t need this software any more as you have settled the problem and you swear you have never registerd the software.
General questions
Q1: Is it free to upgrade my purchased program? And how can I get the new version of the program?
A: Yes. We offer lifelong free software upgrade services.
If you need the new version of a software, please contact support@iorgsoft.com , we will send you a link of the new version by email, and you can register with the same license info.
Q2: How to report bugs?
A: Please Email us with any bugs to support@iorgsoft.com.
Q3: Do you provide support for trial users?
A:Yes. Our support team will answer any questions about the software no matter you are a trial user or a registered user.
Q4: I've tried converting a few Flip videos as a batch, but every time I do - the first one converts properly but the others convert to a smaller resolution.
A: You have to set the resolution of every single file so that you can get the same resolution for the output video.
Q5: How to remove the watermark?
A: You need to purchase an official program first, then uninstall the trial version and install the official one to convert your video file again.
