Online Store FAQ

Order information: pre-purchase

What payment methods can I use?

Do I have to pay VAT/sales tax? What if I am tax-exempt?

How do I enter my VAT/tax number?

Why is my credit card being rejected?

Order information: post-purchase

How will the charge show up on my credit card?

How do I get a copy of my invoice?

How do I update my billing information for my subscriptions?

I purchased the Screencast Pro subscription. Why is it still saying I am at the free status?

Downloads

Why did I not receive a key for my free trial?

How do I download or reinstall my purchase?

How do I get a physical CD of my downloaded product?

Where do I find my software key?

What do I do if my software key is not working?

Returns and cancellations

What is your refund policy?

How do I request a refund?

When will my credit appear on my credit card?

How do I cancel subscription?

What is your policy on cancelled subscriptions?

How can I receive my VAT/tax charge refund?

Licensing

Can I install my license on more than one machine? Can I transfer to a new computer?

Is this a one-time purchase, or do I have to repurchase in the future?

Technical support

How do I get technical support for my product?

Still need help?

Contact us!

What payment methods can I use?

We accept Visa®, MasterCard®, Discover®, American Express®, and JCB®, as well as check cards and ATM cards if they are issued by one of these major credit card companies. We also accept payment through PayPal® and Amazon®, as well as checks, money orders, and wire transfers.

Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

If you are interested in purchasing via check, money order, or wire transfer, see Phone and Fax Purchase Information.

Do I have to pay VAT/sales tax? What if I am tax-exempt?

Online store – tax-exempt orders

Online orders placed in the United States are subject to sales tax. If tax-exempt, when placing an order in our online store, enter your Tax ID number at the top of the checkout window when you are entering your credit card details.

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Online store – tax-exempt refunds

If a tax refund is needed, you can submit a tax refund request to FastSpring, our e-commerce partner. Please visit the FastSpring support site and fill out the form to submit a ticket. You will need to provide:

  1. A copy of your tax exemption certificate, and
  2. Your order number.

Phone, fax & email – tax-exempt orders

Orders placed via phone, fax, or email in the United States are subject to sales tax. If tax-exempt, please provide a copy of your tax exemption certificate when placing your order:

  • To place a tax-exempt order with a credit card, please contact us over the phone at 888-750-0685.
  • To place a tax-exempt order with a purchase order, please fax it to 800-576-7339 or contact our team at orders@techsmith.com.

See Phone and Fax Purchase Information.

Phone, fax & email – tax-exempt refunds

Tax-exempt individuals and entities can request a refund of the tax paid on an order. Please submit a request for a return. You will need to provide:

  1. A copy of your tax exemption certificate, and
  2. Your order number or a copy of your receipt/invoice.

How do I enter my VAT/tax number?

When you purchase a product in our online store, the option to enter your VAT/tax number is provided at the top of the window when you are entering your credit card details. If the option to Enter VAT ID is not visible, you may need to update your country.

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Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:

  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.

If you have problems with your credit card payment, please submit a ticket. You may be asked for any error message numbers that you received, as well as the reference number seen in the shopping cart.

How will the charge show up on my credit card?

When you purchase a product in our online store, the charge for your order will appear on your credit card as FS* fsprg.com, FS*TechSmith, or fsprg.com.

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How do I get a copy of my invoice?

In the order confirmation email, click View Invoice.

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Or, if you cannot find the order confirmation:

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Go to Online store orders > History.
  3. If you cannot locate the needed event, filter by the Order completed event.

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  4. Expand the Order completed event and select View invoice.

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Your invoice opens in a new browser tab, and you can save it to your device by clicking Download (icon_download.png).

How do I update my billing information for my subscriptions?

Update my credit card for renewing maintenance or subscription

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Go to the Online store orders tab.
  3. Go to Account.
  4. Click Manage payment method.

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    Another option is to visit techsmith.onfastspring.com/account and enter the email address associated with your account.

    In your inbox, open the “Manage Your Orders” email and follow the link:

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  5. Go to the Subscriptions tab.
  6. Next to the product for which you want to update the credit card, select Manage > Update payment method.

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  7. Select Add Payment Method and add a new credit card.
  8. Next to the card, select Use This.

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    The credit card is marked as Current and will be used for the next payment on this product.

Further troubleshooting:

  1. If your renewal payment fails again, make sure that you have selected Use this next to the correct card (see step 8 above).
  2. If the correct card is set as Current, but the renewal payment keeps failing, please contact your card issuing bank to confirm that they are not blocking the transaction.

Update my account details

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Go to the Online store orders tab.
  3. Go to Account. You can view the details that you entered during your newest order.
  4. Click Edit details.

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  5. Update the details:

    Account information – If you change your name, phone, or company, they will be updated on all existing orders and will be used for all future purchases (new products, renewals, additional seat purchases).

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    Billing and shipping address – If you change your address, it will be used ONLY for the new products that you purchase.

    To also update your address ahead of renewals or additional seat purchases for the products that you are already using, please submit a ticket.

I purchased the Screencast Pro subscription. Why is it still saying I am at the free status?

When you purchase a Screencast Pro subscription, the account that you are signed in to will automatically be associated with Screencast Pro. If you need to change the account associated with Screencast Pro, please submit a ticket.

Why did I not receive a key for my free trial?

You do not need a software key to run the free trial.

A software key unlocks the program after the full version is purchased. If the trial is prompting you to buy or activate the full version, you can use the option to Continue Trial (as long as you have time left on your trial version).

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The trial version is for evaluation purposes only and is not authorized for use on a company project, to create training or marketing material, etc.

How do I download or reinstall my purchase?

You can download Snagit or Camtasia:

See Install or Reinstall My Purchase.

How do I get a physical CD of my downloaded product?

While we do not carry physical CD's of our software, our team has an article on how to Download Snagit or Camtasia to a USB Drive or Disc.

Where do I find my software key?

If you purchased an individual license subscription for Snagit or Camtasia, you will not receive a software key. Log in to the product with the email address used during purchase.

Option 1: View in TechSmith account

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Go to the Keys tab.
  3. You can view the software key below each product that it unlocks.

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  4. If the software key is not visible:
    • Manually Save another key. See this support article.
    • Select Find a lost key.

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Option 2: Check the receipt

If you purchased directly from TechSmith and have the original receipt, you can locate your key under Software Key below the product that you are looking for.

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Option 3: View in software

If you still have the software installed on the original machine, you can find your key within Snagit or Camtasia. See this support article.

Option 4: Contact Customer service

If you are unable to retrieve your key through any of the options above, please submit a ticket.

What do I do if my software key is not working?

Confirm that the key matches the software version

If you recently reinstalled and downloaded the software from the website, chances are that you downloaded a free trial of the most current version.

License keys are version-specific, and your key could be for a previous version. If you are unsure which version you own, add the key to your TechSmith account. See this support article.

You can then download the correct version for your license key.

Confirm that the key is entered correctly

When entering the key in the software, follow these recommendations:

  • Make sure there are no empty spaces at the beginning or end of the key.
  • Copy and paste the entire key instead of entering it manually.
  • If you type in the key, verify that you are typing all occurrences of the number zero as 0 and not the letter o.
  • Please keep in mind that the current versions (single-user and multi-user) of Snagit and Camtasia use a 25-character key (for example, XXXXX-XXXXX-XXXXX-XXXXX-XXXXX).

Relaunch Camtasia (Camtasia Mac invalid key message)

After confirming that your software key is entered correctly, please try the following steps to see if relaunching Camtasia fixes your issue:

  1. Close Camtasia and confirm that it is not running by accessing Activity Monitor.
    To find Activity Monitor on a Mac, go to your Applications > Utilities folder, and then double-click Activity Monitor. There you'll see a simple app with five tabs, and a list of entries that changes every few seconds.
  2. Look for Camtasia in the running list of applications.
  3. Click Finder, and then at the top, select the Go menu. Then click Go to Folder.
  4. Type in the /Users/Shared/TechSmith/Camtasia/ location and press Enter.
  5. Delete the License folder.
  6. Relaunch Camtasia and re-enter your license key.

If you have an active maintenance agreement

If you have active maintenance and need access to the new version, please visit the following pages:

What is your refund policy?

Desktop software

TechSmith wants you to be satisfied with our products. If, for any reason, the software you receive does not meet your expectations, you may return it to us within 30 days of the date of purchase for a refund of the product price.

Subscription services

Subscription services may be refunded subject to the following conditions:

Product Return policy
Snagit & Camtasia Individual Subscription Licenses

An annual subscription will only be refunded if the request is received within 30 days of the purchase date.

Video Review, Knowmia Pro & Screencast.com

Depends on the billing period:

  • A monthly subscription will only be refunded if the request is received within 14 days of the purchase date.
  • An annual subscription will only be refunded if the request is received within 30 days of the purchase date.

If a paid Screencast account is not renewed, it will convert to a Free account. Starting as soon as 60 days after the missed renewal date, we will begin treating it as a Free account and delete your inactive content (no views in a year).

TechSmith Assets

A subscription will only be refunded if the request is received within 14 days of the purchase date, provided you have not downloaded more than 5 Assets.

Audiate

A subscription will only be refunded if the request is received within 14 days of the purchase date.

How do I request a refund?

Please use our return request form to request your refund. Before we issue the refund, you will need to uninstall the product from your computer. See this support article.

Once your request has been processed, you will receive an email confirmation. Please allow 5–7 business days for the credit to appear on your statement.

If you purchased the software from one of our authorized resellers or affiliates, then you must contact that company to process your return. We can only accept returns for products purchased directly from TechSmith Corporation.

When will my credit appear on my credit card?

Your refund credit will appear on your card 5–7 business days after your return request has been fulfilled.

How do I cancel subscription?

  1. Visit manage.techsmith.com and sign in to your TechSmith account.
  2. Go to the Online store orders tab.
  3. From the product menu, select Cancel subscription.
  4. Review the cancellation policy, and then confirm cancellation.

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Your subscription will remain active until the end of the billing period (in this example, May 05, 2023). On this date, your subscription will be deactivated, and access to product will end.

If you change your mind, you can un-cancel the subscription anytime before the deactivation date.

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What is your policy on cancelled subscriptions?

Subscribers will receive the subscription service until the date of expiration for that payment period, even if the auto-renewal option is cancelled.

For example, cancelling the auto-renewal on a monthly subscription means that the subscription will not be renewed in the following month, but the subscriber will continue to receive the subscription until that payment period expires.

Similarly, cancelling an annual auto-renew subscription for a yearly subscription means that the subscription will not be renewed in the following year, but a subscriber will continue to receive the subscription for the remainder of the paid year.

Deletion Policy for Screencast and Knowmia:

  • If you are canceling your Screencast Pro subscription, after the end of the billing period, your account will switch to a free Screencast account. Please note that if any content on a free account has not been viewed in over a year, this content will be deleted. For more information, see our content deletion policy.
  • If you are canceling your Knowmia Pro subscription, please note that your content will be permanently deleted in 60 days after the subscription deactivation. For more information, see our content deletion policy.

How can I receive my VAT/tax charge refund?

If a tax refund is needed, you can submit a tax refund request to FastSpring, our e-commerce partner.

Please visit the FastSpring support site and fill out the form to submit a ticket. You will need to provide:

  1. A copy of your tax exemption certificate, and
  2. Your order number.

Can I install my license on more than one machine? Can I transfer to a new computer?

Snagit & Camtasia Perpetual Licenses

Your single-user license can be installed on up to two machines, for example, you can install your program on both a desktop and a laptop, or on a Mac and Windows machine.

This is a valid use of your license as long as you are the only user and are not using both computers at the same time. For more details, see our End User License Agreement:

You can transfer your license from one user to another (or one computer to another) by uninstalling on the old computer and reinstalling on the new computer using the same software key. See this support article.

Camtasia software keys will work on both Mac and Windows for versions of Camtasia 9 and later.

Snagit & Camtasia Individual License Subscriptions

Your Snagit or Camtasia Individual License can be installed on up to two computers at the same time, as long as you are the only user. You can only be signed into the product on one computer at a time. This is a valid use of your license. Individual subscription licenses are not transferable to another user.

Is this a one-time purchase, or do I have to repurchase in the future?

Snagit & Camtasia Perpetual Licenses

While the initial purchase is a one-time fee, you must have an active Maintenance agreement to continue receiving the benefits of Maintenance, including access to minor updates/bug fixes for the products.

Active Maintenance provides access to:

  • The latest new releases and features, guaranteed! We continually release software updates!
  • Premium technical support, including live phone and chat, plus expedited response times on email and online tickets (phone support U.S. only).
  • Certification training to develop skills, including 20+ exclusive how-to videos each for Snagit and Camtasia.

Additionally, Maintenance benefits also include volume discounts, extended version support, and one software key that lets you easily package, deploy, and manage all your 5+ licenses.

Customers who opt to renew Maintenance annually will continue to receive all the benefits that a current/active agreement offers, including annual releases at a low cost – a great value compared with the cost of an upgrade or a new license.

Snagit & Camtasia Individual License Subscriptions

The Snagit and Camtasia Individual license subscriptions allow access to the latest version of the product as long as you have an active subscription. 

The Individual License subscription is a single user non-transferable license, licensed to a specific individual, and can only be open on one computer at a time.

The subscription license includes live chat & email tech support, certification, and access to all updates/upgrades, as well as the convenience of no key for authentication. We also offer live webinars and a variety of tutorials to help learn the software.

 

How do I get technical support for my product?

To access our knowledge base or receive technical support, please visit our Help Center.

 

 

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