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Q & A for Kingsoft Office
Release Date: 11-24-15
Q: How long will it take to get your support response?
A: Generally, we'll reply to you within 24 hours except for weekends and holidays due to the time difference.
But in most cases you'll get our response immediately or at least within a few hours of enquiring.
Q: 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 the Later button, and then you will have the trial version.
Q: How to purchase your product and how long will it take until I receive the license code after I complete the purchase?
A: Find the product you need on our website. Click Buy Now button and finish your order. Normally you will receive the license code by email immediately after your successful purchase. However, sometimes you might not receive it for other reasons (for the details, please see below).
Note: Please provide a valid email address when you fill in the order form.
Please keep registration information of the software you received well for further use.
Q: Why haven't I received the license code several hours after my purchase?
A: There are several possible reasons:
1. Due to your email settings, the email with the license code may have been sent to your recycling bin. Please look for the message there.
2. Your email service provider rejects emails from unknown senders, so the license code cannot be sent to you.
3. You provided an invalid email address when you ordered the software.
If one of the last two situations apply to you, please contact our Sales Team to receive assistance.
Q: If I want a CD-ROM of the software, what should I do?
A: You need to place your order via RegNow platform. When you order our product, you can add 'BackUp CD' to your order. You need to pay an additional fee for each CD-ROM. RegNow staff will make and ship the CD to you.
Q: 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 receive from the confirmation email to register the full version of the software.
Q: 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' to your order. If you purchased the CD by accident and you have no need for it, please contact us. We will contact RegNow staff and ask them to refund the CD for you.
Q: How do I register my software?
A: After you purchase the software successfully, you will receive registration information via email within one business day. Please select the option of 'Product Management Center' under Help menu of Kingsoft Office. In the pop-up Product Management Center dialog box, press Add to enter your license code and press OK to finish.
Note: since the license code is letter-sensitive, please COPY and PASTE the code. And don't add any blank spaces before or after it.
Q: I entered the license code you sent to me, but the software said "Registration info is invalid". Why?
A: There are several possible reasons for the failed registration.
1. This is caused by an entry error. You should copy and paste the license code to avoid any typos. And please don't add any blank spaces before or after the code.
2. The license code is for an old version, but you used it to register an upgraded version.
3. You ordered or downloaded the wrong product, such as a mix up between Kingsoft Office Professional Edition and Kingsoft Office Standard Edition.
4. You mixed up the Windows and Mac product versions. Please note that they are completely two different products and each get different license codes.
Q: I lost my license code, can you send it again?
A: Sure. Please write to us at firstname.lastname@example.org, 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 quickly.
Q: If I purchase your software, can I upgrade it for free in the future and how to apply the upgrade?
A: You can always get a normal version update to the software for free. Some of our products can check for the updates automatically. You can click "Check for updates" in the Help menu to use this function. For other products, you can get the updated version from our website. Your original license code is still valid for the updated version. As for an upgrade, you will need to pay. If you need an upgraded version, please contact us to get an upgrade link. Usually previous users can get a preferential price to upgrade their software.
Note: License codes you purchase for older versions are invalid for the upgraded versions.
Q: I have 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. Then download the version you purchased from our website at http://www.kingsoftstore.com/download/ 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.
Q: Do I need to re-register after I re-install the software?
A: Yes. You need to re-register after you re-install the software.
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 to purchase through the RegNow platform. They allow you to use credit card by fax or phone.
Q: Am I entitled to a refund?
A: You can find certain conditions to apply for a refund HERE.
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