FAQ
Frequently asked questions
Short answers to the questions we hear most. Can’t find yours? Our support team can help.
Your account
How do I create an account?
Choose Create account, enter your name, email address, mobile number and a password of at least 15 characters, then confirm your email address with the link we send.
I didn’t get the confirmation email.
Check your spam folder first. The link expires after 24 hours; sign in to request a new one from your account.
How do I reset my password?
Choose “Forgot your password?” on the sign-in page and follow the link we email you. The link works once and expires after 30 minutes. Changing your password signs you out everywhere.
Can I change my email address?
Contact support. We will confirm it is you before we change anything.
Licences and activation
How many computers can I use?
Each licence shows its allowance in the Client Portal. The standard licence is active on one computer at a time and can register up to two.
What is the difference between an activation code and an Activation Key?
An activation code is created in the portal for one activation and expires after 10 minutes. An Activation Key lets the app activate without you signing in on that computer; it is shown once and you can replace it at any time.
How do I free a place for a new computer?
Deactivate a computer on the Computers page. Its place is freed straight away, and the app on it stops working at its next check-in.
Can I activate without an internet connection?
Not at the moment. Activation needs a connection to our servers.
Downloads
Where do I download the software?
From the App Store in the Client Portal. You need an active licence to download.
How do I check that a download is genuine?
Compare the SHA-256 checksum shown in the portal with your file’s checksum. On Windows, run Get-FileHash -Algorithm SHA256 in PowerShell. If they differ, do not run the file.
Why did my download link stop working?
Download links expire after 5 minutes and work only for the account that requested them. Request a new link in the portal.
Security and privacy
Can I turn on two-factor authentication?
Two-factor authentication is required for staff accounts. It is not yet available for customer accounts.
Will you ever ask for my password?
No. Our team will never ask for your password, your Activation Key, or any activation or authenticator code.
How do I sign out of other devices?
Open Security in the Client Portal to see where you are signed in. You can sign out a single browser, or everywhere at once.
Support
How do I contact support?
Email us from the address on your account and include your licence reference. The Support page lists what else helps us answer quickly.
Which languages is the website available in?
The website is available in twelve languages, chosen automatically from where you are. Some product details and articles are shown in English. You can change the language at any time.
Contact support
Find the quickest fix for common problems, or contact our team. We will never ask for your password or your Activation Key.