FAQ: Software subscriptions

Do you have questions regarding consumables? Check the FAQ for consumables here.

TRIALS

PURCHASES

PAYMENTS

RENEWALS

SOFTWARE

OTHER QUESTIONS



TRIALS

I have installed a trial of DeskPack or Dynamic Content, how do I convert it to a subscription?
Buy your subscription via the Esko Store. Activate the product key that you received via e-mail (you do not need to reinstall the software).
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If I bought a subscription, and instead of activating my product key I start a trial, do I get 30 days extra?
No, your subscription starts from the moment you receive your product keys. You can always try the software on another computer, if you want.
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PURCHASES

Are subscriptions available worldwide?
No, currently we only offer subscriptions in Europe, North and South America (except Brazil), Middle-East and Africa. We will make subscriptions available in the other parts of the world at a later stage.
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I have bought a subscription, when will I be able to use the software?
If you pay via credit card, you will receive an e-mail with your software and your product keys shortly after your purchase, in normal circumstances within a couple of minutes.
If you pay via wire transfer, you will receive an e-mail with your software and your product keys when we have registered your payment. This may typically take a couple of business days after you executed your payment.
The day that you receive the e-mail with your software and your product keys is the starting date of your subscription. Your subscription will be renewed on the same day of the month when it was started.
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Do I need to order my subscription from the computer I want to use it?
No, you can order the subscription from any computer and use the software on another computer.
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Can I add subscriptions to an existing plan?
You can always buy additional subscriptions, but they will not follow the same payment or contract renewal cycle.
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What type of support is included in a subscription?
A subscription includes:
• all updates (minor releases) and upgrades (major releases)
• telephone and remote support (1 hour response time)
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PAYMENTS

Why should I add a structured message when paying via wire transfer?
We need a structured message in order to register your payment timely and make sure you can continue to use your software. If you did not add the structured message, we may not be able to register your payment in time and your software may expire. As soon as we are able to register your payment, you will again be able to use your software.
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My credit card is expired and I have a new one, what should I do?
You can update your credit card details on the Esko Store. The next time a payment is due, your new credit card will be charged.
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I have received an e-mail that my payment was not successful, what should I do?
Depending on the reason your payment was not successful, you may provide new credit card details via the Esko Store or increase the credit limit on your current credit card.
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RENEWALS

I have paid for a renewal, but I don't see that my subscription is extended on esko.com or in the software.
If you have paid via credit card, the payment registration may take a day. Don't worry, your software will not stop working. If something went wrong while charging your credit card, you will be notified via e-mail.
If you have paid via wire transfer, the payment registration may take a couple of days. Don't worry, your software will not stop working. Always make sure though to use the structured message when paying via wire transfer.
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If I sign up for a yearly plan, can I cancel during the contract term?
You can cancel at any moment, which will cancel the auto renewal of the subscription contract. You subscription will still be active for the remaining period of the contract but will no longer be renewed.
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Can I turn off the 'auto-renewal'?
As long as you want to use your subscription, it will be auto-renewed. You don't have to worry that you might forget to cancel, we will warn you upfront when a renewal is due. (for yearly contracts)
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SOFTWARE

Does this mean the software is available in the cloud?
No, you still need to download the software and install it on your computer.
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Do I need to be online to work with the software?
No, you only need to be online when your payment for the next period is due, so we can extend your subscription. If you are not online, we will send you a warning so you have ample time to bring the computer back online to allow your subscription to be extended before it stops functioning.
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Where can I find the latest version of the software?
The latest version of your software is always available on mysoftware.esko.com
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Am I forced to upgrade to the latest version?
No, as part of your subscription you always have access to the latest version of the software, but you can upgrade whenever it suits you.
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Can I use software for which I have a subscription on the same computer as software with a perpetual license?
Yes, you can combine subscriptions and perpetual licenses on one computer
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Where can I verify the system requirements for the software I wish to purchase?
To make sure your subscription software works as expected, please check the system requirements.
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Can I retrieve my subscription license when my computer has crashed?
If your computer has crashed and you lost your subscription license, there are 2 ways to get up and running again:
• If you still have access to your computer and if the hardware didn't change, you can just re-activate the subscription license.
• If you can't access your computer anymore or if you have changed the hardware (replaced the hard disk,...), you can contact Esko Support to release the license for you.
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OTHER QUESTIONS

What if you have other questions?
If you have questions about the installation: go to the Esko Support Portal
If you have questions about the software: go to the documentation or to the Esko Support Portal
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