Question 1

How do I place an order?

Accepted Answer

Browse the products, add items to your cart and proceed to checkout to see available payment methods. Check the product’s delivery conditions before ordering.

Question 2

Can I cancel my order?

Accepted Answer

Orders can be cancelled before the license key is delivered. Once a key has been sent, please refer to our refund policy. Contact support immediately if you need to cancel an order.

Question 3

How long does delivery take?

Accepted Answer

Digital delivery is instant! After payment confirmation, your license keys are delivered immediately via email and are also available in your account dashboard.

Question 4

Do you offer bulk discounts?

Accepted Answer

Yes! We offer volume discounts for bulk purchases. B2B customers receive additional pricing benefits. Contact our sales team or apply for a B2B account for more information.

Question 5

Where can I find licence details?

Accepted Answer

Check the licence type and permitted use on the product page. If you need documentation for a particular licence, contact support before ordering.

Question 6

How do I activate my license?

Accepted Answer

Activation instructions are provided with your license key. Generally, you'll enter the key during software installation or in the product's activation menu. Detailed guides are available in your account.

Question 7

My license key doesn't work. What should I do?

Accepted Answer

First, ensure you're entering the key correctly (no extra spaces) and that you're using the correct product version. If issues persist, contact our support team with your order number for immediate assistance.

Question 8

Can I transfer my license to another device?

Accepted Answer

This depends on the license type. Retail licenses can often be transferred (deactivate on old device, activate on new). Volume and OEM licenses typically cannot be transferred. Check your specific license terms.

Question 9

Where do I download the software?

Accepted Answer

Download links are provided in your order confirmation email and your account dashboard. We recommend downloading directly from the publisher's website using the links we provide.

Question 10

My download link expired. What now?

Accepted Answer

Log into your account to access fresh download links. If you have any issues, contact support and we'll provide new links immediately.

Question 11

Can I reinstall the software?

Accepted Answer

Yes! Your license allows reinstallation on the same device (or eligible devices for multi-device licenses). Keep your license key saved securely for future reinstallations.

Question 12

What payment methods do you accept?

Accepted Answer

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and various local payment methods depending on your region. All payments are processed securely through Stripe.

Question 13

Is my payment information secure?

Accepted Answer

Yes! We use Stripe for payment processing — Stripe is PCI DSS Level 1 certified (the highest level of payment security), and we never store your full card details. All card data is tokenized by Stripe and handled on their PCI-DSS-Level-1 infrastructure.

Question 14

Do you charge VAT/Tax?

Accepted Answer

VAT is calculated based on your billing address and displayed at checkout. EU businesses with a valid VAT ID can apply for VAT exemption during checkout.

Question 15

Why does the price differ in different currencies?

Accepted Answer

Prices are optimized for each region considering local market conditions and exchange rates. You'll always see the final price in your selected currency before checkout.

Question 16

What is your refund policy?

Accepted Answer

Refund and withdrawal eligibility depends on the applicable terms and the circumstances of the order, including consent to supply digital content. Read the refund policy and right-of-withdrawal information before ordering.

Question 17

How long do refunds take?

Accepted Answer

Refund requests are typically processed within 1-3 business days. Once approved, funds are returned to your original payment method within 5-10 business days depending on your bank.

Question 18

Can I get a refund if I activated the license?

Accepted Answer

Activated licenses generally cannot be refunded as they cannot be resold. However, if you're experiencing technical issues, contact support and we'll work to resolve them.

Question 19

How do you protect my data?

Accepted Answer

We use industry-standard encryption (TLS 1.3) for all data transmission and AES-256 for data at rest. We're GDPR compliant and never share your data with unauthorized parties.

Question 20

Can I delete my account?

Accepted Answer

Yes, you can request account deletion from your dashboard settings or by contacting support. We'll delete your personal data in accordance with GDPR requirements.

Question 21

How can I contact support?

Accepted Answer

You can reach us via email at support@lizensa.com, through live chat on our website, or by submitting a support ticket in your account dashboard. We're here to help!

Question 22

What are your support hours?

Accepted Answer

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM CET. We typically respond to emails within 24 hours, often much faster.

Question 23

Do you offer phone support?

Accepted Answer

Currently, we offer support via email, live chat, and tickets. B2B Enterprise customers have access to dedicated phone support lines.

Frequently Asked Questions

Orders & Purchases

License Keys

Downloads & Installation

Payment & Pricing

Refunds & Returns

Security & Privacy

Support & Contact

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