Cloudstars Buy Online or Call Us : Call us

FAQ

Frequently Asked Questions

Welcome to the CloudStars FAQ Help Desk! We have compiled a database of the most commonly asked questions, shipping information, billing information and other issues in order to answer your questions quickly!

You don't see your answer here? contact us via email, please use our Customer Service Request Form!

 

Please click one of the topics below to jump to that section!

 

How To Order / Pre-order

Payment

Delivery
Customer service 'My account' Data protection and data security

Software Technical questions

 

 

How can I order?
Online

Please be sure to carefully fill out all personal information fields in the order form.

It is especially important to enter the correct e-mail address because all important information regarding your order, your receipt, and generally the product you ordered itself, will be sent to this e-mail address. We recommend carefully entering the address twice to avoid any errors and to avoid delays in processing your order.

Lastly, please select your payment type and currency, and confirm all entries by clicking on "Next Step". On the next page, you can recheck your information and make any necessary corrections.

Click on "Order now" to submit your order. You will then see a final order confirmation page.

You can print out your own invoice. Click on "Print Invoice Version" in the lower left corner of the page. A copy of this receipt will automatically be e-mailed to you together with your order confirmation.

 

Phone, fax
Please note that online orders are processed automatically and therefore more quickly than orders placed by fax, e-mail, or phone, because processing is not dependent on our customer service center's business hours.

If you would still prefer to place an order using one of these options, please include the following information:

  • The product name and, if known, the specific product ID
  • The quantity you wish to order
  • The name the product license will be issued to
  • Your billing address and your delivery address, if different
  • Your phone number and your fax number, if available
  • The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different
  • Your selected payment option and currency

If you include all of the required information, your order can be processed immediately by our customer service team.

  • Customer Service USA
    (Language: English):

    share-it! - Digital River GmbH
    c/o Digital River Inc.
    9625 West 76th Street, Suite 150
    Eden Prairie, MN 55344, USA

    Phone: +1 952 646-5747 (for calls from outside the U.S.) or +1 800 903 4152 (for calls from inside the U.S.)
    Fax: +1 952 646-4552

  • Customer Service Europe
    (Languages: German/ English/ French/ Italian/ Spanish/ Portuguese)

    share-it! - Digital River
    c/o Digital River Ireland Ltd.
    Block 4, West Park
    Shannon Free Zone
    Co. Clare
    Ireland

    Phone: +49 221 31088-20
    Fax: +49 221 31088-29

Back to top

Can I enter different billing and shipping addresses?
Yes, you can enter two different addresses when ordering online, as well as when ordering through our customer service.

All correspondence relating to the order and payment will be sent by e-mail to the billing address. The product will be delivered (usually by e-mail) to the address given as the delivery address.

Back to top

What will happen after I place my order?
What will happen after I place my order online?
You will receive a confirmation for your transaction immediately after you place your order online. You will also receive a confirmation by e-mail that will contain all of your order data including your invoice or receipt.

If you chose to pay by credit / debit card or transferred the funds online during the order process, your order will be processed immediately. If your product is to be delivered to you electronically, it will be done immediately if we deliver the product, or within 48 hours if the software publisher ships their product directly to you. If your product is a physical product, shipment by mail or parcel service will be initiated immediately.

If you chose a different payment option, you will receive detailed information with your order confirmation that explains how to effect payment. Orders are processed once payment has been received.

If you do not receive an order confirmation after you have submitted your order, please contact customer service.

What will happen after I place my order through your customer service?
You will receive a confirmation by e-mail as soon as your order has been entered into our system. This e-mail will contain all of your order data including your invoice or receipt.

If you chose to pay by credit / debit card or transferred the funds online during the order process, your order will be processed immediately. If your product is to be delivered to you electronically, it will be done immediately if we deliver the product, or within 48 hours if the software publisher ships their product directly to you. If your product is a physical product, shipment by mail or parcel service will be initiated immediately.

If you chose a different payment option, you will receive detailed information with your order confirmation that explains how to effect payment. Orders are processed once payment has been received.

If you do not receive an order confirmation after you have submitted your order, please contact customer service.

Can I use my free e-mail address?
You will receive important information and receipts via e-mail. Products are usually delivered by e-mail as well. You are welcome to use your free e-mail address when placing your order.

However, this does not apply to orders by credit card / UK debit card. To offer this payment type without incurring risks, we can only accept addresses from fee-based e-mail services. If the software publisher accepts free e-mail addresses without restrictions, you are welcome to use them.

How can I place a purchase order?
As a corporate client, you can generally order using a purchase order, unless the software publisher does not offer this option. Unfortunately, we are unable to accept purchase orders from private customers.

Please mail or fax us your official order on company letterhead. Please include the following information so we can process your order more quickly:

  • The product name and the specific product ID, if known
  • The requested quantity
  • The name the product will be licensed to
  • Your billing address and your delivery address, if different
  • Name, phone and fax number of the contact person for your order
  • The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different
  • The requested billing currency

If you include all of the required information, your order can be processed immediately by our customer service team.

  • Customer Service USA
    (Language: English)

    share-it!
    c/o Digital River Inc.
    9625 West 76th Street, Suite 150
    Eden Prairie, MN 55344, USA

    Phone: +1 952 646-5747 (for calls from outside the U.S.) or +1 800 903-4152 (for calls within the U.S.)
    Fax: +1 952 646-4552

  • Customer Service Europe
    (Languages: German/English/French/Italian/Spanish/Portuguese)

    share-it! - Digital River GmbH
    c/o Digital River Ireland Ltd.
    4300 Atlantic Avenue
    Westpark Business Campus
    Shannon Co. Clare
    Ireland

    Phone: +49 221 31088-20
    Fax: +49 221 31088-29

How can I obtain a written quote?
Our customer service is happy to send you a quote upon request. Prices noted in the offer are non-binding and may be subject to currency fluctuations. Quotes are valid for 14 days. If a quote is not processed as an order within this period, it will be automatically cancelled in our system.

Please click here to request a written quote.

What payment options are available?
How do I pay by credit or debit card?
Payment by credit or debit card provides the fastest order processing.

We accept Visa, MasterCard, American Express, JCB and Diners Club, as well as UK debit cards Solo and Maestro.

Orders are processed immediately once entered in our system. Shipment is initiated once the order has been charged to your credit or debit card. Products to be delivered electronically are generally available for delivery immediately or within 48 hours. Physical shipments of products are initiated immediately in most cases.

How do I pay by wire transfer?
Please transfer the invoice amount to one of our accounts in Germany, France, Great Britain, Finland, Norway, Sweden or Japan, depending on which location is least expensive for you. This may allow you to avoid fees for international wire transfers.

We will send you the required account information with your order confirmation by e-mail after your order has been received by our system. Please do not make a payment before you receive this order confirmation. By processing payment after the confirmation, you will allow us to clearly allocate your payment to your order.

Please ask your bank about the fees it charges for an international wire transfer and add the fees to your invoice amount. We can only process payments received in full.

Products will be delivered once your payment has been deposited in our account. Products to be delivered electronically will generally be available to you immediately or no more than 48 hours later; physical shipment of products will generally be initiated immediately.

Online wire transfer
Customers in Germany, the Netherlands, Sweden and Finland can transfer funds directly via online banking when ordering online as long as they already use this banking option. The requirements for each online payment process are listed in the order process. In this case, product delivery is generally initiated immediately, just as with credit card payments.

We recommend that customers in the USA and Canada pay by credit card or check to avoid delays in transferring funds to one of our European accounts.

How do I pay by check?
Please send your check to our customer service in Europe or in the US. It is important that you make it payable to the correct recipient to avoid delays.

You will receive the check payment information along with the e-mail order confirmation following receipt of your order in our system.

If you would like to include your check in your order, please contact our customer service. We will provide you with the correct payment information for your country to avoid possible delays in processing your order.

Products to be delivered electronically are generally available for delivery immediately following receipt of payment, or within 48 hours. Physical shipments of products are initiated immediately following receipt of payment in most cases. Personal checks may be held for up to 10 business days for processing.

How do I pay cash?
You can also send us cash by mail. As soon as you have placed your order, you will receive an e-mail with detailed instructions on where to send the cash.

Products to be delivered electronically are generally available for delivery immediately following receipt of payment or within 48 hours. Physical shipments of products are initiated immediately following receipt of payment in most cases.

How can I pay for my order using PayPal?
You can use PayPal to pay for your order even if you do not yet have a PayPal account.

If you select the 'PayPal' option in the order process, you will be redirected automatically to PayPal's Web site. You can then log in to PayPal as usual or set up a PayPal account to pay for your order. During the payment process, all information will be exchanged in encrypted form exclusively between you as the account holder and PayPal's Web site. After the transaction has been successfully completed, you will be returned to the share-it! order pages.

Products to be delivered electronically will generally be available to you immediately or no more than 48 hours later; physical shipment of products will generally be initiated immediately.

What currencies do you accept?
We offer the following billing currencies for most product purchases:

Euro, US Dollar, British Pounds, Australian Dollar, Japanese Yen, Canadian Dollar, Swiss Franc, Norwegian Krone, Swedish Krona

When ordering online, you can view product prices in other currencies by selecting a different display currency.

How will I receive my invoice?
Invoices for orders will be created only after payment has been received. If you pay by credit card or have the amount charged to your account (electronic debit or online bank transfer), we will immediately issue an invoice for your order. For orders paid for by bank transfer, check or cash, you will first receive an order confirmation, and your invoice will be sent to you after payment has been received. In any case, we will automatically e-mail your invoice or order confirmation to your billing address. The order documents will be included as a PDF attachment to the e-mail .

You can also view and print your order documents any time after completing your order. To do so, simply log in to the secure "My Account" area. There, you will find your order overview and any related documents.

How can I cancel my order?
How can I cancel my order? I have not paid yet.
If no payment is received for an order paid for by bank transfer, check, or cash, the order is suspended in our system. The product will not be delivered. We will remind you about this open order by e-mail, so that you can either make a payment or cancel the order yourself using the link contained in the e-mail.

We generally reserve the right to withdraw from the contract in the case of non-payment.

How can I cancel my order? I have already paid.
For questions about a cancellation, please contact our customer service in writing (by e-mail) and briefly explain why you would like to cancel the order.

Your request will be reviewed within 2 business days. We will notify you of the result by e-mail. Any credit will be charged back to your credit card / debit card, if used when ordering, or you will receive a bank transfer or check (USA / Canada).

Instructions for Adding Cloudstars Emails to your Whitelist

One of the reason why you did not receive the Registration Number is due to the spam filter. You could add our emails into your whitelist for the following email applications below

Instructions for Microsoft Outlook
  1. On the Tools menu, click Options.
  2. On the Preferences tab, click Junk E-mail.
  3. On the Safe Senders tab, click Add.
  4. In the Add address, put support@cloudstars.com , sales@cloudstars.com
  5. Click OK.
AOL Users
  1. Add our "From address", support@cloudstars.com , sales@cloudstars.com, to your AOL address book:

    1. Click the Mail menu and select Address Book.
    2. Wait for the "Address Book" window to pop up, then click the Add button.
    3. Wait for the "Address Card for New Contact" window to load.
    4. Paste support@cloudstars.com , sales@cloudstars.com into the "Other E-Mail" field.
    5. Make our From address the "Primary E-Mail" address by checking the associated check box.
    6. Click the Save button.

    If you find the newsletter is ending up in your AOL Spam Folder, open the latest issue and click the 'This Is Not Spam' button. Then add support@cloudstars.com , sales@cloudstars.com into your Address Book as described above.

Yahoo
  1. Open your mailbox and click on Mail Options (upper right hand corner).
  2. Select Filters (bottom left corner).
  3. Click the Add link on the Filters page.
  4. Update the "From header:" rule with the following 2 pieces of information: "contains" and support@cloudstars.com , sales@cloudstars.com (This tells Yahoo to identify our newsletter based on its From address.
  5. Click the Choose Folder pull down menu and select inbox.
  6. Pick the Add Filter button.

If our newsletter is getting stuck in your Yahoo Bulk Folder, please open the issue and click the 'Not Spam' button. Also, check to see if our email address is in your "Blocked Addresses" list. If it is on the list, select it and click the 'Remove Block' button.

Hotmail
  1. Add our address, support@cloudstars.com , sales@cloudstars.com, to your Hotmail Safe List:

    1. Open your mailbox and click "Options" (upper right hand corner).
    2. Click the "Junk E-Mail Protection" link (top of page).
    3. Select the "Safe List" link (2nd from bottom).
    4. Copy and paste support@cloudstars.com , sales@cloudstars.com into the dialog box titled "Type an address or domain".
    5. Click the "Add" button next to the dialog box.

    If you find the newsletter is ending up in your Junk E-Mail Folder, open the latest issue and click the 'Not Junk' button. Also, if our email, support@cloudstars.com , sales@cloudstars.com, is getting stuck in your Blocked Senders list, select it and click the Remove button.

Gmail
  1. Add support@cloudstars.com , sales@cloudstars.com to your Gmail Contacts List:

    1. Click Contacts along the left side of any Gmail page.
    2. Click Add Contact.
    3. Copy and paste our From address, support@cloudstars.com , sales@cloudstars.com into the primary email address dialog box.
    4. Click Save.

    How to check if our newsletter is in the "spam" folder:

    1. Click Spam along the left side of any Gmail page.
    2. Check mark the box next to our newsletter.
    3. Click Not Spam button along the top.
Mozilla Thunderbird
  1. Add the From address, support@cloudstars.com , sales@cloudstars.com, to your Thunderbird Address Book and configure your Junk Mail Controls.

    1. Click the Address Book button.
    2. Make sure the Personal Address Book is highlighted.
    3. Click the New Card button. This will launch a New Card window that has 3 tabs: Contact, Address & Other.
    4. Under the Contact tab, copy and paste our "From" address, support@cloudstars.com , sales@cloudstars.com into the Email dialog box.
    5. Click OK.

    White list your Personal Address Book:

    1. From the main drop down menu, select "Tools -< Junk Mail Controls..."
    2. This will launch the Junk Mail Controls window that has two tabs: Settings and Adaptive Filter
    3. Under the Settings tab, update the "White Lists" module by selecting Personal Address Book from the pull down menu and then check mark the box next to "Do not mark messages as junk mail".
    4. Click OK.

    If your email is going into the Junk folder, check your Junk folder to see our newsletter have been mistakenly placed there. To prevent this from happening in the future, you need to mark our newsletter as not junk. Do this by right-clicking on our newsletter and choose "Mark -< As Not Junk".

Did Not receive Registration Number.

If you have had issues receiving our correspondences regardless of your e-mail host, we suggest that you make sure all the Cloudstasrs addresses below appear within your address book /accepted sender list / Whitelist

Following is a list of important addresses that may send you emails regarding your account information, orders, newsletters and other information. (Please note, the majority of these email addresses are send-only)

  • Product sales & Processing Notifications
    sales@cloudstars.com
  • Customer Support
    support@cloudstars.com
  • Newsletters & PPO E-mails NEW
    cloudnews@cloudstars.com
  • Product Information
    info@cloudstars.com
 
What is this charge on my credit card /debit card statement?
You have placed an order for a product-typically, a software product-via the Internet. Your credit card has been charged by share-it!. You should have received a confirmation by e-mail at the time the credit card was charged.

share-it! handles payment processing for tens of thousands of publishers via its own systems.

To identify orders that are listed on your credit card statement, please click here.

If you still have questions about your credit card charge, please contact our customer service.

When will I receive my product?
When will I receive my product to be delivered by e-mail?
The product is delivered depending on the payment method and delivery service you have selected:

You have paid by credit card/debit card, remitted the amount due online during the order process or are using a purchase order:

  • If your order is delivered by share-it!, you will receive the product immediately with your order confirmation.
  • For direct delivery from the software publisher, you will receive the product within 48 hours of your order confirmation.

If you selected another payment type, your product will be shipped as described above as soon as we have received your payment. You will receive an e-mail notification when we receive your payment.

When will I receive my product to be delivered by postal mail or parcel service?
Product delivery depends on the chosen payment option:

You paid by credit card / debit card, wire transfer during the online order process, or placed a purchase order:
We will immediately forward your order to the software author so that shipment can be initiated without delay.

You selected a different payment option and received confirmation by e-mail that your payment has been received:
On receipt of payment, we will immediately forward your order to our distribution center, which will pack the shipment and deliver your order to you in a few days. We will keep you informed about the status of the shipment by e-mail. If the software publisher is shipping your order, your order will be forwarded to them immediately so that shipment can be initiated without delay.

When will I receive my Backup CD?
Backup CDs are generally produced and mailed to you within one business day following receipt of payment. Saturdays and Sundays are not business days.
What exactly will I receive if the product is delivered by e-mail?
Typically, you will receive a license key, the full version in an e-mail attachment, or a download link for the product you ordered.
Who should I contact with questions about my order, payment, or delivery?
Our customer service will be happy to assist you.

To contact us immediately, please click "HERE". Please select the option for the topic of your question by clicking the appropriate button. Your message will be transferred directly to the appropriate customer service department and will be answered as quickly as possible.

For all English-language inquiries please contact our customer service in the USA.

For all inquires in English, German, French, Italian, Spanish, and Portuguese please contact our customer service in Germany.

Who should I contact with questions about a product?
Who should I contact with general questions about a product?
Our customer service is glad to help you if you are unable to find general information such as prices and delivery options.

Please click "HERE" to go to our contact form. Make the appropriate pre-selection for your question. The message will then be forwarded to the appropriate customer service department and answered as quickly as possible.

If you have questions in English and are located in North or South America, please contact our customer service in the U.S.
If you have questions in German, English, French, Spanish, Italian or Portuguese, please contact our customer service in Germany.

Who should I contact with technical questions about a product?
share-it! handles the sale and sometimes the delivery of our product/s.

Please contact the CloudStars directly for all technical questions about the product related to features, configuration, compatibility and upgradability.

CloudStars may not offer communication in your language. In most cases, English is the standard language.

How can I contact your customer service?
Please click "HERE" . The contact form displayed there will give you the opportunity to send us a written message by e-mail. Make the appropriate pre-selection for your question. The message will then be forwarded to the responsible department within our customer service unit and answered as quickly as possible.

We offer this service in German, English, French, Spanish, Italian, and Portuguese

"My account" - What data can I find here?
View an overview and details of the orders placed via your user account here. Here, you can view your order status, print your invoices, change your user data, and more. For certain products, you can also access lost product data, such as license keys or download links.
The log-in option you choose for "My account" determines which orders are displayed.
User ID and password - How can I get my data?( DURING THE ORDERING PROCESS )
During the ordering process, you can request your data at two locations:

Click the "User data forgotten or unknown?" link on the "My Account" login page. Please enter the e-mail address you used with your order, and submit your request. A few moments later, you will receive your user ID to the e-mail address you entered and a unique link to our website where you can reset your password.

If you have the option of logging in as a returning customer in the order process, you can request your data by clicking the "User data forgotten or unknown?" link. After that, follow the instructions above.

User account, user ID, and password - What are these?
Each order processed by share-it! is linked to a user account. Each user account is unique and distinctive, and includes a unique user ID and password. Typically, the user ID is derived from the customer's e-mail address. The user ID for registered resellers and key accounts is a number sequence. The password is automatically generated by our system if you do not choose one yourself.

Your user data is important in two ways:

  1. You need it to log in to "My Account", a secure area in which you can view your order information online.
  2. Your user data enables you to place future orders more quickly and easily by retrieving your personal data.

Sometimes several user accounts are set up for a single customer. This happens if you already have a customer account, but it was not used for your new order. By default, customers who have already ordered through our system have the option of ordering quickly and easily as a returning customer. To use this option, just log in with your user ID and password. There is no need to re-enter your personal data. If a publisher does not offer this function, the option of logging in as a returning customer will not be available when you order this publisher's products online. In this case, you will need to re-enter your data in the order form. An additional customer account will be set up for you automatically.

For technical and contractual reasons, we are unable to merge customer accounts.

 

I have several customer accounts - can I merge them?
Customer accounts cannot be merged. An order that was once linked with a customer account cannot be assigned to another customer account later.

A new customer account is always set up if an existing customer account is not used to make a subsequent purchase via share-it!'s systems. The default is for customers to register as returning customers for online orders by entering their share-it! user ID and password so that subsequent orders are assigned to the existing customer account. If this option is not used or cannot be used during the order process because it is not offered by the publisher, a new customer account is set up for the new order. Unfortunately, individual orders cannot be moved from one customer account to another.

How secure is the order process?
The share-it! order process is protected via a secure connection so that the data sent to the recipient can only be read by the recipient. Important information such as credit card numbers, addresses, etc. is sent to the recipient securely via the Internet.

All of the data entered on the protected pages is encrypted using the SSL (Secure Socket Layer) protocol. Our servers support SSL Version 3 and 168-bit Triple DES encryption. The RSA module and SSL sessions feature 1024-bit encryption.

You can tell that SSL is activated if you see a closed padlock in your browser window. If you do not see the padlock icon when you enter our order process from the product vendor's Web site, then please access the order form by right-clicking the link or button on the vendor's page, and selecting 'Open in new window' from the options displayed. The padlock will then be displayed on this page.

You can also tell that the page is protected if the URL displayed in the address bar begins with "https:".

Additional information is provided in our data protection statement available at http://www.shareit.com.

I interrupted my online order - has my data been saved?
No! Data that you enter during the order process will not be saved until you have clicked "Order" to submit your order.
Will my personal data be passed on to third parties?
We(shareit) will only forward your personal data to our subsidiaries and associated companies directly involved in order processing, and to your contractual partner, the vendor of the product(CloudStars).

These persons are legally and/or contractually obligated to use this data only for the purposes of examining and fulfilling contracts and providing technical support, if it is offered by the vendor. Use of the data beyond these parameters is not permitted.

We assure you that your personal data will not be passed on to third parties, sold, or rented, unless we have received your express authorization to do so or are legally obligated to forward such data.

Your payment information will be treated as strictly confidential and forwarded neither to third parties uninvolved in payment processing, nor to the vendor, unless we are legally obligated to do so.

Additional information is provided in our data protection statement available at http://www.shareit.com

How do I check which DirectX version is installed on my system?
Click the "Start" button, select "Run" in the Start Menu, then type in "dxdiag". The DirectX version should be stated at the bottom line of the "System Information".
If nothing happens, it probably means your system does not have DirectX . You can grab it FREE at this link: www.microsoft.com/directx
Does all the applications support OpenGL?
Nope. Almost all 3D accelerator cards have DirectX support anyway.
What graphics cards are supported
We have tested a wide range of 3D graphics cards on a number of different platforms. If your graphics card support DirectX and 3D hardware acceleration, it will most likely work.
Why isn't Win95 and WinNT supported?
Support for Windows 95 has been dropped by Microsoft with the release of Windows XP and DirectX 8.1. We only support DirectX 8.1 or higher. Also, DirectX  is not supported on Windows NT 4.0.
Does the application take up a lot of system resource?
Nope. We've designed it to run smoothly even on "low end" systems, while NOT compromising on the graphics experience. Hardware T&L cards are recommended to run smoothly.
I encounter error messages when running. What should I do?
Firstly, make sure you meet our basic system requirements. Also, make sure you have the latest DirectX and Video Drivers installed. If problem still arise, send a mail to our support team
I want to send a bug report, what do you need from me

We'll need some information of your system, this helps us narrow down the cause of problem. The easiest way is to:
a) Go to the Start button, and Run. Type "dxdiag". This runs the DirectX Diagnostic Tool by Microsoft.
3D Screensaver
Click on "Save All Information" to a txt file and send it to us. We assure your data is strictly confidential.

b) Describe or send screen shots of the screen saver.

Is there a known problem for the application running with an ATI video display card?
It use to be a problem. ATI has just released a driver that address to all these problems. Visit the ATI website and download the latest driver for your Windows version.
I get a grey screen when the application is running. Why?
Firstly, make sure you meet our basic system requirements. Also, make sure you have the latest DirectX and Video Drivers installed. If problem still arise, send a mail to our support team
CharitiesCHARITIES WE SUPPORT

©2008 Cloudstars Software. All Rights Reserved. | Privacy | Legal | FAQ | Charities we Support | eValue Code | becoming an affiliate | CD-Distribution