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Frequently Asked Questions (FAQ)

Find answers to the most frequently asked questions on this page. Questions are divided into categories by user types, i.e. the most common questions asked by software developers, dealers, and affiliates.

   Common Questions   Developers   Dealers   Affiliates   
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Category "Delivery information"

I need Softkey to send my registration key again.

Send your request — with your Order Number — to Alternatively, you can send us a message through your personal file cabinet on our website.

Why is it taking so long to receive my electronic key by email?
Every author has his own order processing system. The time required to generate licenses may be longer for some vendors than for others.

There is a position with electronic delivery in the order. The order status is paid, but no delivery period is indicated.
The time needed for shipping and handling is generally shown for each product (in the catalog). However, if it is not, you can expect the product to be shipped within 48 hours after payment for your order is confirmed.

Who is responsible for product delivery?
Product delivery is managed either by Softkey’s server administration the or program’s developers. When you place an order, the order data is sent to either our server administration or to the vendor, as appropriate.

Category "Return information"

Softkey has already received my payment, but I would like a refund.
Each refund request is dealt with on a case-by-case basis on business days. Please send an email to

with your request for a refund and an explanation or description of your issue. Remember to include your Order Number.

Category "Support"

I haven’t received my registration key.

Check your email's spam folder, and then make sure you entered your email address correctly. If the registration key was not inadvertently filtered as spam, then first go to the buyer’s section on and go to Orders – In detail to view your order details. For some products, the registration information is displayed on the order page. If you still do not find a program key after taking these steps, please write us at Remember to include your Order Number and an alternative email address in your message.

My registration key is invalid.

Please report invalid registration keys by writing us at Remember to include your Order Number and the error message (why the key is invalid) in your email.

I can’t download the program’s installation package. I get an error message that says the file is corrupted / impaired.
Try using another web browser or a different download manager program.

Who can I contact for technical support for the software I purchased?

For most software, technical support is provided by the developers of that program. You should be able to find the developer’s website URL on the product page on Look for the keywords Support, Contacts, Tech Support, or About the Company to request support directly from the developer.

What should I do if the software doesn’t work?

1. The first thing you should do is make sure your computer meets all of the program’s technical requirements. If it does, try to run the program on another PC. If that works, compare the configurations of the two computers.
2. For most programs, technical support is provided directly by the developers. You should be able to find the developer’s website or contact information on the product's description page on A developer’s contact information for technical support can usually be found on their websites in sections such as: Support, Contacts, Tech Support, or About the Company.
3. Some companies maintain a FAQ on their websites, or they may often a Forum or Conference section for Q&A. You can use these resources to find a description of your problem and potential solutions.
4. Sometimes there is a bug in a specific version of a program that wasn’t detected during testing. As a rule, developers fix these bugs as soon as possible and issue a patch. Patches are usually uploaded to the developer’s site and can be downloaded at no additional charge.
5. If you aren’t able to find a solution on the developer’s site, please send us an email with the following information:
1. Your Softkey Order Number
2. The full name of the program
3. A description of the problem
4. When the problem occurs (after what sequence of actions)
5. The text of the message that was displayed (the error message, if applicable)
6. Information about your computer (CPU type and frequency, RAM, video card type and DRAM space, available hard drive space, audio card type, CD-ROM type and speed, and the version and modification of your operating system).

Category "Order information"

Can I buy a program that isn’t in your catalog?

Please send an email to

with the full name of the program and the link to the website of the program’s developers. We will contact them, and if they agree, we will include the program in our catalog as soon as we can. We will inform you about the results of our negotiations by email.

How can I change the amount of copies of a program that I want to purchase?
When viewing your shopping cart, you can change the number of copies you wish to purchase by entering your desired amount in the “Quantity” field. Then click on “Recalculate” to see the total order charges.

How do I cancel my order?
You can cancel orders in the personal section. During the order cancellation process, you will be asked to choose a reason for canceling your order from a list. If your reason is not included in the list, you will be able to enter your reason in the corresponding field.

Placing an order

To place an order on
• Choose the program you wish to purchase.
• Click Buy Now.
• Make sure the proper program is in your cart and that the correct quantity is displayed.
If you want the program to be shipped to you on a CD, make sure the corresponding box is checked and click on Recalculate.
• Select the appropriate Customer Type and click Order.
• Fill in all of the blank fields (required fields are marked with an asterisk).
• Press Continue. Make sure the entered data is correct
• Press Place Order.
• Write down your Order Number, login and password.
• Click on Process Payment. This will open the billing documentation in a new window. A copy of the payment information (your invoice and receipt) will be sent to your email address. These documents contain all of the details you need to process payment, and all you need to do is print a copy.

Category ""My Account" information"

How do I change my password?
You can set a new access password in the Profile section of your account. You will need to enter your current password, enter your new password twice, and press Save.

Where can I get detailed order information? Can I track order processing progress?

Detailed order information can be viewed on in the Orders tab of your account profile, or by sending an email to You will have to enter your login and password before being able to view your account and order details.

I forgot / lost my login username or password. I can’t enter Softkey with my username
To restore your password use the “Forgot password?” service located on our site under the registration fields.
At your request, you will receive an email containing a code you will need to change your password. Please note that the code is not a new password.

The characters of the code should be copied and pasted, not typed in manually. The code will be active for 24 hours or until you enter it in the proper field.

If you were unable to find the answer to your question, please contact our technical support service:

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