Online Store FAQ

My Account Order Information: Pre-Purchase

Order Information: Post-Purchase

Download Information

Returns and Cancellations

Licensing

Technical Support

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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, please check out our Payment Options for additional information.

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Do I have to pay VAT/Sales tax? What if I am Tax Exempt?

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address has been entered during checkout.

If you are purchasing online in the state of AL, MN, NE, SD, or TN, you will be charged sales tax.

If you are purchasing over the phone in the state of MI, IN, or WI, you will be charged sales tax.

If you are purchasing a physical backup disc in the state of California, you will be charged sales tax.

Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with order number or invoice to 800-576-7339.

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How do I enter my VAT/tax number?

The option to enter your VAT/tax number will be present at the top of the window when you are entering your credit card details. You may need to update your country to view the VAT field.

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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 submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

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How will the charge show up on my credit card?

The charge for your order will appear on your credit card as: FS* fsprg.com

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How do I get a copy of my invoice?

To view your invoice, go into your emailed receipt and click on View My Orders:

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You can also click on View My Orders from your order confirmation page:

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From there, it is going to prompt you enter the email address associated with your account:

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You will receive an email from TechSmith Corporation <mailer@fastspring.com> with a link to manage your orders.

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You should then be taken into your account to manage your orders. At the bottom of this page is the link to your Order Invoice:

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How can I change the information on my invoice?

You will need to contact TechSmith's Customer Service with the exact changes you need to be made, and if possible, we will adjust accordingly and resend the corrected invoice when completed.

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How do I update my billing information for my subscriptions?

Within your account, you can update your billing information by going to your Subscriptions tab or your Account Details and Payment Methods tab.

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Under the Subscriptions tab, you can update the card already on file or cancel your subscription:

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Under the Account Details and Payment Methods tab, you can also add a new payment method:

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I've purchased the Pro subscription. Why is it still saying Im at the free status?

When you purchase a Screencast Pro subscription, there is one additional step in bringing your Screencast Account from the free status to the Pro status where you will need to enter your Pro software key. You can click on Activate Pro Account to enter your key, which can be found within your emailed receipt:

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Or within the order confirmation page:

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

We actually do not require a software key in order to run the free trial. A software key unlocks the program after you have purchased. If the trial is prompting you to buy, unlock or activate, there should be an option to continue the trial on the same screen (as long as time remains on your trial).

***As a reminder, the trial version is for evaluation purposes only and is not authorized for use for a project, to create training or marketing material, etc.

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How do I download my purchase?

You can click on the “Download Installer” link provided on your emailed receipt.

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The link should automatically start downloading the software, and will direct you to the TechSmith download page with further instructions.

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How can I reinstall software that I have already purchased?

To reinstall the software you have already purchased, you would use the same download link and software key provided on your emailed receipt.

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

If you would like to order a physical CD for your recent purchase, please contact our Sales team for assistance.

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How do I find my software key?

If you purchased directly from TechSmith, your email receipt will contain your software key. If you added your key to your TechSmith ID account, you can also try searching within your account under the My Products tab. If you do not have a copy of your receipt, please try the Key Lookup Tool on our website, where you would need to enter the email address you originally purchased under.

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

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

Keys are version specific and your key could be for a previous version.

  • You can locate the version of your software within the product. For Example: under Help>About Snagit (Windows) or Snagit>About Snagit (Mac). 
  • From there, you can download the correct version by visiting our Previous Versions page.

If the key is still not being accepted, please try the following tips: 1.

  1. Try copying and pasting your key, rather than hand entering it. To do this, highlight the key with your mouse and select Copy. Please use CTRL+V to paste the key instead of right-clicking on the mouse.
  2. You will need to copy and paste the entire 25-character key (including the dashes). If there is one character missing it won't work. All letters do need to be capitalized, and dashes must be included. 
  3. And lastly, please double check that there are no additional spaces before, during, or after the software key. If you continue to experience trouble, please contact Customer Service.

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What is your refund policy?

TechSmith wants you to be satisfied with our products.

If, for any reason, the software you receive does not meet your expectations, you can return it to us within 30 days of the date of purchase.

Physical products may be returned for a full refund subject to following conditions: (please note, we cannot refund the shipping charge.)

  • If you have not received the package yet, you are able to refuse the shipment so the package will be returned to TechSmith at no additional shipping charge to you.
  • If you have received the package and it's been unopened, you can also take it to the nearest UPS physical location and refuse the shipment with UPS directly.
  • If you have already received and opened the package, you would need to fill out the return request form or contact Customer Service to request the return so they can issue you an RMA number. From there, you can return the package to:

                 TechSmith Corporation

                 RMA# ______

                 2405 Woodlake Dr

                 Okemos, MI 48864

When our warehouse receives the package, we will issue a credit for the product price. Depending on the price of the returned shipment, it may be more cost-effective to dispose of the disc.

If you had an electronic install of the software, then we will ask you to uninstall the product from your computer before we issue the refund.

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.

Subscription services may be refunded subject to the following conditions:

  • You may cancel your Monthly subscription at any time.
  • You may cancel your Annual subscription at any time and will only be issued a refund if you cancelled within 30 days of the purchase or renewal.

More questions? Back to Main Help Page

How do I request a refund?

To request a refund, please fill out this form.

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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.

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How do I cancel an auto-renew subscription?

To cancel your auto-renewal for your subscription, go into your emailed receipt and click on View My Orders:

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You can also click on View My Orders from your order confirmation page:

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From there, it is going to prompt you enter the email address associated with your account:

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You will receive an email from TechSmith Corporation <mailer@fastspring.com> with a link to manage your orders.

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From there, go into the Subscriptions tab, click on the blue Manage tab, and you will see an option to Cancel Subscription.

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If you are having issues getting into your account or cancelling your subscription, please send a cancellation request to Customer Service.

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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.

How can I receive my VAT/Tax charge refunded?

To receive a refund for a VAT/Tax charge, you will need to forward your VAT/Tax number and/or corresponding tax documentation to Customer Service.

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How do I request an auto-renewal cancellation or refund for Coach's Eye?

All Coach's Eye cancellation and refund requests will have to be handled by our Coach's Eye Team. You can reach out to them via email through the Support Page.

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Can I install my license on more than one machine?

Your single license can be installed on up to two machines- for example you can install your program on both a desktop and a laptop, a work computer and a home computer, etc. As long as you are the only user, and you're not using both computers at the same time, this is a valid use of your license. You can always check out our end user license agreement online for more details.

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

Our core software is sold as a perpetual license. Any minor updates released for your initial purchased version are free. For example, if you purchase 13.0 that means you get 13.1, 13.2, and any other minor updates free. If you own an older release and would like to upgrade to the most current version, you can buy the newest software release at our special upgrade price.

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How do I get technical support for my product?

To access our knowledge base or receive technical support, please visit our Support Page.

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