If this is your first visit to our customer support page, before filling out our support form please take a few moments to read the info provided on this page. It contains info that addresses some common issues as well as some important info regarding our support policies.
FAQ
Our frequently asked questions page contains an extensive list of answers to the most common questions regarding this technology.
New User Start Up Instructions
Our new user start up instruction page contains step by step instructions on how to get up and running including free downloads for the required software to operate characters. There are also installation and download troubleshooting guides as well as some basic details explaining how this technology works and functions.
The files I downloaded are corrupt or the downloads won't complete!
If you're having trouble with corrupt files after downloading or are unable to complete larger downloads, it doesn't mean there's something wrong with the program or files that you are trying to download from our site, all of our files are checked and tested. Files are usually always corrupted or damaged during the download process. Before requesting additional download links please read our troubleshooting guide for possible causes and and remedies.
Customer Service & Support Responses
If your problem or question isn't addressed on our FAQ page or New User Start Up Instruction page, please fill out our Support Form Provided Below. Our policy is to respond to all customer support issues within 24 hours, most often it's within a few hours. Please be patient and understand we cannot have our support staff sitting in front of their computers 24/7 waiting for the occasional support question, we do make regular checks throughout the day and evening. If you have not received a response from our support staff within 24 hours we assure you that your not being ignored, it's possible we never received it or you never received our response because of your ISP's spam filters or your inbox was full etc., please be sure to also read further down the page ... "Why am I not receiving any responses to my support emails?".
Can I get phone support and have someone walk me through the process of installing the software or assist me with fixing any issues I have with my system?
Why am I not receiving any responses to my support emails?
Why am I being taken to an "ACCESS DENIED" page after the purchase process?
Extended Download Support - Policies If you are wanting to download a lost character that you previously purchased just select from the characters that are available from the list in the support form below. Restrictions: 2. If the character you're looking for doesn't appear in the form's character list then it has been discontinued and is no longer available for download and no substitutes will be granted. Although the discontinuation or removal of characters from our lineup isn't a very common occurrence, it has happened with several character products in the past. In the event a character is removed it will remain available for download support for a period of one year from the time of removal from our lineup in the main character galleries.
3. Frequent requests for downloads over a short span or even too many requests over a longer period may be considered abuse of our extended download support service, which could lead to your request being temporarily denied and is solely at the discretion of our support staff. Examples could be more than 2 requests for the same product within a given month or even too many consecutive requests for the same product over a longer period, such as every month for 3 or more consecutive months.
Extended download support is a privilege and not a right or part of any warranty provided by us, so please don't abuse this privilege. NOTE: extended download support polices and restrictions are subject to change without notice.
Don't take chances and risk losing your favorite software products forever, Back it Up! Don't have a CD writer to backup software?
Your support request is important to us. Make sure we can contact you! AOL USERS : IMPORTANT, please take note if you use challenge-response spam blocking: If you need an alternate email address sign up for a FREE Yahoo email account.
NO, all of our support is provided through our site's FAQ, Help and Instruction pages or by e-mail correspondence only, and here are some of the main reasons as to why ...
We assure you that we respond to ALL support email requests, here are some reasons as to why you may not be receiving a response (especially AOL, MSN and HOTMAIL USERS PLEASE READ) ...
Some of the more common reasons ...
Requesting Downloads for Previously Purchased Characters
1. Extended download support is only available for purchases made within the last 4 years.
Since extended download support is a free service we provide as a courtesy, our support staff is under no obligation to respond or provide extended support to those that are rude, snappy or abusive in anyway.
Backup Your Downloads!
Please try to Back Up any character products that you purchase because we cannot guarantee the availability of a character forever. We are happy to provide extended download support for any of our character products that are still active in our line up, but we are not responsible for, or obligated to replace discontinued products or products that become lost or removed by the user. It is the responsibility of the user or customer to safe guard their products by backing up and saving all of their software purchases.
Everyone should consider using a second or alternative drive as a storage device to backup important files. This is often much more efficient, quicker, safer and cheaper than always making CD's and then trying to organize and keep track of them all. CD's have their purposes and conveniences but they are not an ideal solution for backing up data or files, they can easily become scratched or lost, it's also time consuming and costly to create CD's for every thing you download. Click the button below for detailed information regarding the various options and solutions that are available for backup drives.
Please be polite and courteous to our support staff!
Sending rude or snappy comments will NOT intimidate us or make us jump to ensure you of a quicker response, in fact it could result in receiving no response at all. Our support staff are more than willing to assist you to the best of their abilities, but they aren't here for you to abuse and vent your frustrations because something isn't working properly. Please keep in mind, the vast majority of those that purchase or use our software have no problems at all, therefore it's very probable that the issue your having is caused by something at your end and not the fault of our site, products or support staff.
Also read further up the page regarding ...
"Why am I not receiving any responses to my support emails?"
Due to AOL's overly stringent spam filering system, we cannot guarantee that you will get a response. We especially have problems sending responses that contain download links or hyperlinks to AOL addresses. If after 24 hours you haven't received a response, trying checking your online spam boxes, if you can't find it please return here and try again by providing an alternative email address to ensure you receive a response.
We will not reply to emails requesting our staff to fill out a request form to be on an approved list. We receive a lot of emails on a daily basis that our staff must try and respond to in a timely fashion and our staff is often just too busy to deal with the extra burden from bounced back responses for such requests, please use a more traditional e-mail account.
We don't share your e-mail address with anyone, we hate spam too!
Customer Support Form
