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Why was I charged more than the price stated on the website?

A: As developer of the software, we only charge the price stated on our website. There are several situations that you might be additionally charged.

1) Registration Backup Service which are offered by the payment processor (SWREG or MyCommerce), in case customers forget or loss their registration information when they want to re-install the program.

Here is the related FAQ for your reference: https://www.mobikin.com/support/extended-download-service.html.

2) VAT. The payment platform charges applicable sales tax for orders in Colorado, Georgia, Iowa, Illinois, Minnesota, Nebraska, and Utah. Sales tax is automatically computed on both product(s) and shipping costs.

Pursuant to the European Union Digital VAT Directive, as of July 1, 2003, European customers will be charged VAT (Tax) on all downloadable digital products and services, including software at 15%.

And you can find more useful information here: https://www.mycommerce.com/shopper-support.

Examples:

1. While ordering MobiKind Asssitant for Android, could you explain to me why we go from $35,95 to 43,19€ in fine?

A: Thanks for choosing our software. It must be that you live in some countries with the consumption tax or customs fee. It is processed by our order partner Mycommerce. Thanks.

2. I live outside of the United States. Do I have to pay customs fees?

A: If you live outside of the United States, custom and tariff fees may apply according to your country's import laws. These fees are not collected by MyCommerce, and MyCommerce does not have control of these fees.

How Can I Know My Purchase is Completed?

A: Generally speaking, once the order is processed successfully, you will receive a confirmation e-mail from the payment platform. After this e-mail, you will receive a registration e-mail from us within an hour.

If you didn't receive the order confirmed by email and not sure whether your purchase is completed, you can check your order stats here: https://www.mycommerce.com/order-search.

All our order are processed by these platform. 

Why My Credit Card is not being Accepted?

A: There are many possible reasons for a credit card not being accepted:
1. The card is expired;
2. You have reached or exceeded your credit limit;
3. You have exceeded your daily charge limit;
4. A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can go to the following website: https://www.mycommerce.com/shopper-contact to contact Customer Service for assistance. 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.

What is my order status?

A: Here, you can go to the payment processor (Mycommerce) to check your order status with your own email address, order number or other personal information. Just go to the page via the below links: https://www.mycommerce.com/order-search

How to move the software I purchased to the new computer?

Q: I get a new computer, what should I do to move the software I purchased to the new computer?

A: First please uninstall the software from your old computer. And then download the version you purchased from our website at http://www.mobikin.com/download.html or use the CD you purchased to install it on your new one. Use the registration information you got before to register the full version.

How to Buy the CD Version?

1. If I want a CD-ROM of the software, what should I do?

A: You have to place your order via Regnow platform. When you order our product, you can Add BackUp CD of your Order. You need to pay extra fee for each CD-ROM. Regnow staff will make and ship the CD for you.

2. Do I have to wait for the CD to begin using the software?

A: You don't have to wait for the CD. You order the downloadable version of the software at the same time you order the CD. You can download the software from our website to use it at once. Please use the registration information you get from the confirmation letter to register the full version of the software.

3. If I don't need the CD but purchased it by accident, what should I do?

A: If you don't need the CD, please don't Add BackUp CD of your Order. If you purchased the CD by accident and you have no need of it, please contact us. We will contact Regnow staff and ask them to refund the CD for you.

Why it's Still Free Trail Version After I bought the Full Version?

Q: I have paid for the full version but when I download and install the software, it still gives the message that it is a trial version, how do I fix it?

A: All the software that we provide for downloading are trial version, you still need to register it even you bought it. Just copy and paste the registeration code you've received after the purchasing. And then the software will become full version after your register it.

Do I have other means to purchase your product?

Q: I am worried about my private information and I dislike paying online. Do I have other means to purchase your product?

A: You don't need to worry about that. Our payment platform is secure. If you don't like to pay online, you can choose Regnow platform to purchase. They allow you to use Credit Card by Fax or Phone.

How long will it take to get your support response?

A: Generally, we'll reply to you within 24 hours except for weekends or holidays due to the time difference. But in most cases you'll get our response in a few hours or immediately.

Extended Download Service

1. What is "Extended Download Service"?

A: The Extended Download Service is an optional service offered by the payment processor (SWREG or RegNow) with additional cost. Once you purchase this service, you’ll be entitled to 2 year of re-download service for the very version of the product you purchased, which means the service provider will keep backup copy of the current version of the product you purchased, and allows you to download it from the link given to you at any time.

2. Do I have to purchase this "Extended Download Service"? What if I don't purchase it?

NO. Once you purchase any product from MobiKin, you can retrieve the download and registration information for the product you purchased for free. The only concern for you is that MobiKin always keeps the latest version of the product on our server. If you only need to download the very version when you purchased at any time, then you can add this extended download service as a plus.

License Policy

Single-User License

Installation of the program purchased under a Single-User Personal License is restricted to one single personal computer owned by or under control of the licensee plus one additional computer also owned by the licensee, e.g.: One computer at home and another at work, or a desktop at home and a laptop at home. However, at any given time only one copy of the purchased programs may be in use.

For Personal Use: With Personal License, you can use the software in a business, academic, or government environment and you can only intend to use it for private or employment use and on exactly one computer per license. And you are preventing from selling, distributing or taking other ways to generate revenue directly with the output of the software.

For Academic Use: With Academic License, XXX(website) offers discounts to a student or employee at a school or non-profit and government-run institutions. Different licensing options are available for academic, research, instructional, and administrative use. Commercial use is prohibited.

For Commercial Use: With Commercial License, a natural person can use the software in a business, academic, or government environment. Commercially licensed users are free from the restrictions of using the output of the software for commercial uses, such as selling, distributing and other ways to generate revenue directly with the output of the software.

Multi-User License

The license permits you to install the program on the specific numbers of PCs entirely within your family(For personal use), non-profit organizations(Such as schools, for academic use) and corporation within one particular specified location (e.g. office, for commercail use). Pricing varies according to the use. You may not give, transfer or sell multi-user-licensed copies of our product, nor include such copies in, or with products you sell or deliver to any third party users may access the software in any way that is convenient; for example, by accessing copies stored on local hard disks or copies stored on network servers.

Enterprise License

Enterprise License is a type of software licensing agreement that grants the purchaser permission to use the software on a network on a single site, with an unlimited number of end users. Usually this type of license allows you to copy and use the software on multiple computers at one site and is more expensive than purchasing a single copy but less expensive than purchasing a copy for each computer at the site. There may be a maximum specified number of simultaneous end users.

Upgrade Policy

Being a registered user of one or more MobiKin products, you are entitled to a free copy of any updates to the products. As long as you have purchased MobiKin products, you can get lifetime updates freely for the software. For example, if you have got MobiKin Assistant for Android with lifetime license, you can upgrade the program to the latest version as long as the newest one is available. But if you purchase it with "1 Year Subscription", then you only enjoy the free upgrade service within the valid time.

A major upgrade is released with a significant amount of improvements and new features, and the first digit of the version number changes. All the updates are permanently free, and you are welcome to download the latest versions to enjoy more powerful functionalities.

How Can I Re-download the Software?

A: You can use the download link from your confirmation email to re-download. If you downloaded the trial version of the software before registering, you will need to download the trial version again. Please visite the download page:
https://www.mobikin.com/download.html 

Why the Website Said I had Reached the Downloads Limitation?

1. Why the Website said I had Reached the Limit of 3 Downloads?

A: That's mainly because that the download link is sent by the payment processor (Mycommerce), and they only provide 3 downloads from their server.

2. Where Can I Download the Software after I reached the 3 Downloaded limitation from Mycommerce?

A: You can download the software from our website at any time in the future. And all software on our site is the latest version and it will never be expired. We provide the free trial version for downloading forever, but when you register it, you can register the software with your registration code (license code or regcode), then the free trial version will become full version automatically.

Why Do I Need to Register the Free Download Software?

A: Free downloads are provided by us for you to try a product before you purchase. These products will have limiting features, such as limited days, times, etc. of free use, allowing you to evaluate the software prior to purchasing it.

These are marketing techniques that are widely used in software companies that utilize online distribution, and provide you as a consumer, an advantage. This allows you to know exactly what you are buying, when you purchase the registered version of the program.

Unidentified Developer Error

1. The program can't be opened because it is from an unidentified developer?

A: This problem is caused by your Mac setting, please go to System Preferences ->Security & Privacy ->General, Allow apps downloaded from Anywhere, and try to start our software again.

How can I get the free trial version of the software?

A: Download the software you want from our website and install it. When you perform the conversion, a registration request window will pop up. Please ignore it and directly click Later button, and then you get the trial version. 

When Can I Get My Money Back after the Refund Request is Approved?

A: Once your refund request is approved, normally it will take 7~10 business days for the credit to appear on your account. Sometimes during holidays it may take longer but it is not expected to take over 20 days. If you have not got the refund 20 days later, please contact us to check the refund.

Email: support#mobikin.com (replace # with @)

Can I Cancel My Order after Placing It

A: Most of our products are try-before-buy version, which can help customers to evaluate the product at the extreme first before they purchase it, because the trial version can be used for 30 days for free. And what's more, there is no major difference between trial version and full version except a time limited.

Due to the automated way that orders are processed and fulfilled via platforms, once an order is processed, it cannot be cancelled. If you insist on a refund for some reason, please contact us and ask for help first.

Email: support#mobikin.com (replace # with @)

Refund Policy

MobiKin's products are provided as trial versions for downloading directly from our Website. By using these 'try-before-you-buy' versions, you can make sure that they are compatible with your computer systems and satisfy all of your requirements before purchasing the full versions.

All sales are final. Once the registration details and download instructions are issued, they cannot be cancelled. Exceptions to the refund policy are handled on a case-by-case basis and only granted when emergency or extenuating circumstances exist.

Unaccepted Circumstances
We generally do not refund or exchange products in these circumstances:
• You purchased the so-called "wrong" product, and you purchased the "right" product from other company.
• You changed your mind after placing an order.
• You requested for a refund for technical issues, but never provided any assistance to our support team with any detailed description of the problem.
• Refund for part of a bundle.
• You failed to receive the registration code for the product, and didn't try our "Registration Code Retrieval" wizard.

Accepted Circumstances
• You purchased a wrong product, and then purchased the right product from MobiKin within 90 Days. We can refund you for the wrong product. But if the two products are irrelevant, we do not approve the refund.
• You've been double charged due to the system problem of the third party payment platform.
• The product has fatal technical problems, and our technical support team failed to provide a fix or work-around within one month.
• You never received the registration code of the product from us, and even failed to retrieve the code from our "Registration code Retrieval" wizard or got no response from our support team after reporting this to us. (Tips: To retrieve registration code, you can search it from https://admin.regnow.com/app/cs/lookup, or contact us for help.)

Once your refund is issued, please:
1. Uninstall the software and remove it from your computer.
2. Destroy the disc and uninstall the software from your computer if you purchased a CD version of the product.

How to Register My Software?

A: After you purchase the software successfully, you will receive registration information via Email within minutes. Download the software you bought from our site and run it.

There are two cases for registering, case 1 requires you entering email address and registration code, case 2 only requires you entering registration code.

Case 1: Requires email address and regcode

Go to menu Help->Register, open the Registration dialog box.

register-software-1.jpg

And then enter the email address and the registration code, click Register button to finish the registration. Please make sure the email address is the one which you used to buy the software, and the registration code is the Regcode you received by email.

register.jpg

Case 2: Only Requires Regcode

Click the pull-down menu on the right top, click Register. And then enter the registration code you received by email, click Register button to finish registration. Notes: You can copy and paste the code to avoid entering wrong characters.
register-software-2.jpg

How to register my software for Mac version?

Click the interface of our program and make it as the top window, and then go to menu Help->Register just like the below picture shows.
register-software-3.jpg

And then enter the email address and the registration code, click Register button to finish the registration. Please make sure the email address is the one which you used to buy the software, and the registration code is the Regcode you received by email.

Note: Since the email address and license code are letter-sensitive, please COPY and PASTE them. And don't add any blank before or after it.

How long will I receive the license code after the purchase?

A: Normally you will receive the license code by Email immediately after your successful purchase. However, sometimes you didn't get it for some reasons (for the details, please see below).

Note:

1) Please provide valid Email address when you fill the order form.

2) Please keep registration information of the software you received well for further use.

Why I didn't receive the license code for several hours after my purchase?

Q: Why I didn't receive the license code for several hours after my purchase?

A: There are several possible reasons:

1) Because of your Email setting, the letter with license code went to Trash directly. Please look for the letter there.
2) Your Email service provider rejects Emails from unknown senders, so the license code cannot be sent to you.
3) You provided invalid Email address when you ordered the software.

If you are under one of the last two situations, please contact our Sales Team at sales#mobikin.com (replace # with @) to get assistance.

Registration info is invalid

Q: I entered the email address and license code you sent to me, but the software said "Invalid licensed e-mail or registration code! Please check your registration information". Why?

A: There are several possible reasons for the failed registration.

1) This is caused by entry error. You'd better copy and paste the email address and license code to avoid a typo. And please don't add any blank before or after the code.
2) License code is for the old version, but you use it to register upgrade version.
3) You order or download wrong product.
4) You mix up the Windows and Mac version products. Please note that they are completely two different products and get different license code for each own.
 

I lost my license code, can you send it again?

A: Sure. Please write to us at sales#mobikin.com (replace # with @), and please enclose your order related information (such as Order ID, E-mail address, name you used when you purchased, etc.) which will enable us to find your order in our database in time. 

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