Need Help?

We aim to deliver the best buying experience on the Internet. Click on a Question below to get help.

Order Information

  • What is Upgrade Assurance?

    ACDSee Upgrade Assurance guarantees you updates and all major upgrades for the duration of your subscription. (For example, you will receive ACDSee Ultimate 2019 when it is released later in 2018.) Upgrade Assurance ensures that you will always be up-to-date with the latest from ACDSee at 30% less than normal upgrade pricing.

  • What is Software Assurance?

    Software Assurance is available for purchase when you have added a Canvas product to your shopping cart. By purchasing Software Assurance, you are entitled to 1 year of free updates and major upgrades to the next version of your Canvas product. You also receive unlimited access to Premium Support and our toll free support number.

  • What is Backup CD?

    Protect your purchase with a backup CD. Get a backup CD of your downloadable software mailed directly to you by clicking on the Request Now button in the acdID User Portal so we can fulfil your request. This feature is only available as an additional service to the purchase of a digital product and cannot be purchased as a stand alone product.

  • What payment methods do you accept?

    We accept all major bank cards which include Visa, MasterCard/EuroCard, American Express, Discover, Diner's Club, and JCB for US currency. For other currencies, we accept Visa, MasterCard/EuroCard, and American Express.
    We also accept PayPal payments.

  • When will my bank card be charged?

    Your bank card will be charged immediately after your purchase has been placed.

  • How will the charge appear on my bank statement?

    The charge will appear on your bank statement as:

  • Do I have to pay sales tax?

    Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated on the Summary page once your billing address have been entered during checkout.
    The price indicated includes anticipated VAT that we will collect from you based on information you make available to us.

  • How can I get a copy of my invoice?

    Contact Customer Care by email or by phone at 1-888-767-9888 to request an invoice.

  • Can I order by Phone?

    Yes. Please call us at 1-888-767-9888 and we would be happy to help.

  • What address should I enter on the Billing page?

    For credit card verification, you must enter the address exactly as it appears on your credit card statement.

  • Should I put spaces or dashes in the bank card number?

    No. Your card number should be entered in as a continuous string of numbers.

  • Why are you not accepting my bank card?

    There are many reasons for a failed bank card transaction. Your card may have expired, or reached its limit, or a bank card computer - either on our end or your bank's end, may have encountered a machine error.  If need assistance, contact Customer Care by email or by phone at 1-888-767-9888.

  • How do I start a new order?

    You can start a new order simply by clicking the following link.

Customer Care

Download Information

  • How do I download?

    You can download by either clicking the 'Download Product' link in your Order Receipt email or by doing a download by right clicking on the 'Download Product' link and choosing 'Save target as' or 'Save link as'.

    Where do I download the file? You can download the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop, this will be easier for you to install the product once you have completed the download.

    What will happen when I download? Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.

    What happens after I download? After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation. Contact Customer Care by email or by phone at 1-888-767-9888 if you require any assistance.

  • How do I re-install software I purchased as a download?

    All download products purchased through ACD Online Store can be downloaded or re-downloaded for a period of 30 days from the date of purchase.
    The time period is able to be expanded to 1 year with the purchase of the Download Insurance. In addition, we also offer the option to purchase a Backup CD.
    You can re-download your product from the download links in your Order Receipt email. If you need assistance with the installation of your software after re-downloading, please contact Customer Care by email or by phone at 1-888-767-9888.

  • How do I get my license codes for my purchase?

    If your product has a license code, you can find this code in your Order Receipt email.
    You can also find this by signing in the acdID User Portal.

  • My license code is not working?

    First, make sure you have the correct license code. If it is still not working, please contact our Customer Care by email or by phone at 1-888-767-9888.

  • How do I re-download software that I have already purchased?

    Sign in to acdID User Portal, click My Apps, and click on the "Download" button of the product you want to download.  
    You can also click on the 'Download Product' link in your Order Receipt email.

  • I have finished downloading, where do I find it?

    The best way to know where your download saved is to pay close attention to the "Save As" window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the "Save As" window, which shows you exactly where your download is being saved to on your computer.
    If you know the filename, you can do a search on your computer for it.

Auto-Renew Information

  • Will my subscription be automatically renewed?

    Yes, you will receive reminder emails 5 days before it expires and be automatically renewed at the end of your period (monthly or annual). The charge will be made on the same bank card you used for your original purchase. You will receive an Auto-Renew confirmation email upon successful renewal.

  • How can I cancel my Auto-Renew?

    To cancel Auto-Renew on your subscription, please contact Customer Care by email or by phone at 1-888-767-9888.

Returns and Cancellations