Frequently asked questions

Every key is in the format TS-XXXX-XXXX-XXXX-XXXX — four groups of four characters, using only unambiguous letters and digits so there is no confusion between O and 0 or I and 1. Your keys live permanently in your account dashboard under My Licenses.

It depends on the licence you bought. Personal licences typically activate on one machine, Professional on two or three, and Company licences on ten or more. The exact seat count is shown on every product's pricing section and on the licence in your dashboard.

Each machine you activate takes one seat. If you are replacing hardware, deactivate the old machine first (see below) to free the seat, then activate the new one. You will not lose a seat for a machine you have retired, as long as you deactivate it.

Yes. From My Licenses you can see every machine a key is activated on and deactivate any of them with one click, freeing the seat for another computer. No need to email us for routine moves.

Yes. Activation needs a brief internet connection once per machine. After that, the licence is cached locally and the application runs on fully closed show networks. If your activation cannot be re-checked for a while, an offline grace period keeps the software running so a dropped uplink never stops a show.

Subscription and yearly licences (such as WatchGrid) keep working through a short grace period after the expiry date, and your configuration and history are preserved. Renew and everything resumes exactly where it left off. One-time and lifetime licences never expire.

Checkout is handled entirely by Stripe, a PCI-compliant payment processor. No card details ever touch our servers. You will be redirected to Stripe's secure page to complete payment, then straight back to your dashboard.

All major credit and debit cards, plus the local payment methods Stripe offers in your country (which can include wallets such as Apple Pay and Google Pay). The available options appear on the Stripe checkout page.

Yes — all listed prices are VAT-inclusive (gross). Your invoice itemises the contained VAT. If you are a VAT-registered business, add your VAT number in your account settings before purchase so it appears on the invoice.

If you have not activated the licence on any machine, you can request a refund within 14 days of purchase. Once a licence has been activated, it is considered used and is non-refundable. Contact support with your order number to start a refund.

A VAT invoice is generated automatically for every paid order and is available immediately under Invoices in your dashboard. You can download it any time.

Where a product offers a trial, it is the full application with no feature limits, for a fixed evaluation period. When you buy, you simply enter your licence key — there is no reinstall, and your project files carry straight over.

Public installers and manuals can be downloaded directly from the Downloads page. Some builds and licensed assets require you to be signed in, and a few require an active licence for the product — those are clearly marked.

Updates within the same major version are free for the life of your licence. Lifetime licences include every future update with no renewals. For yearly and subscription products, updates are included for as long as the licence is active.

Most tools are Windows-only and target Windows 10 and 11 (64-bit). A few — such as VideoPlayerOne and PDF Presenter — also run on macOS, with the same licence key valid on both platforms. Each product page lists its exact requirements.

We aim to respond to support tickets within one business day. Critical, show-stopping issues are prioritised — flag the priority when you open the ticket so the right ones rise to the top.

You set a priority — low, normal, high or critical — when you open a ticket. Reserve "critical" for problems affecting a live or imminent show; it helps us get to genuine emergencies first.

Tell us the product and version, your operating system, exactly what you did, what you expected and what happened instead. Screenshots, a short screen recording, or the relevant log lines make a huge difference and usually turn two days of back-and-forth into one reply.

Head to the support page to open a technical ticket — signed-in users get faster handling because we can see your products and licences. For general, non-technical questions use the contact form.