Activation Key Issues

If you are not able to successfully unlock the software you purchased with the activation key that was provided with the product, please try one of the following solutions.

Common Activation Issues:

  • I Got an Invalid Activation Message
    The activation key has been entered incorrectly. Be sure to add dashes (-), capital letters and enter all 0’s as zeros.
  • I Cannot Locate My Activation Key
    If you purchased a retail product, the activation key is on the back of the CD or DVD white paper sleeve. If you purchased a download product, the activation key is included in the e-mail receipt from the vendor you purchased the software from, such as Amazon.com or Cleverbridge.
  • I Exceeded Activation Attempts
    This means that the activation key was used more times than allowed. If you need to install the software on more than one of your devices, we offer customers a courtesy activation code reset. You will need to provide proof of purchase/receipt and contact our Technical Support Team using the form below.
  • I am Not Able to Connect to the Activation Server
    You may have a program running on your computer that will not allow the software to verify the activation key. Try the following steps to connect to the activation server.
    1. Disable any firewall you have running on your computer or wireless router.
    2. Ensure you have Internet connection on your computer.
  • I Can’t Resolve the Activation Key Issue
    If you are unable to resolve the activation key issue after trying one of the solutions above, please fill out the form below for a service request ticket. A Technical Support Team Specialist will respond to you within 24 to 48 business hours to fix the issue.

Technical Support Hours of Operation:
Monday – Friday, 8:00 a.m. to 5:30 p.m. (PST)

Service Request Form
* Required fields.

Personal Information
* Name:
Organization:
* E-Mail:
* Day Phone:
Best Day & Time to Call:
Product Information
* Product:
Activation Key:
System Information
Operating System:
Activation Issue
* Please enter the following information.

  1. The exact error message you received, if any.
  2. A description of your activation issue.
  3. The steps you attempted to resolve the issue
 

What you can expect next:
You should receive a Service IDentification (SID) via e-mail within a few minutes of submitting this form. If you do not receive this e-mail within 30 minutes, please check your SPAM folder. Please add individualsoftware.com to your address book or safe senders list to ensure our e-mails reach your inbox. If it is not there please e-mail or call our Customer Care so we can assist you: customercare@individualsoftware.com or 925-734-6767 ext 136.