FAQ

Frequently Asked Questions


General


How do I contact you?

You can write to us directly through online form here
or you can also email us at contact@xenarmor.com
Currently we provide only email support and we usually respond within 24-48 business hours.

How can I trust you?

Here are key reasons why our customers trust us

  • XenArmor security group company has been around for more than 10+ years and released over 200+ free as well as enterprise softwares crossing 20 Million downloads worldwide.
  • XenArmor is the registered company in India (XenArmor Global Security Solutions Pvt Ltd)
  • Your orders & payments will be processed by USA based popular e-commerce company, PayPro Global. They have received 100% secure & trust certifications like McAfee, Norton, PCI DSS etc
  • Also all our softwares are protected with 30 day Money back guarantee

What is Free consultation service? Is it available for non-customers also?

Yes, we provide free technical consultation to all our users (non-customers also). Please read more details here

How do I receive weekly newsletters?

You can receive all our latest software releases, updates and special offers by subscribing to our newsletter here.
We usually send newsletter once or twice a week.

How do I follow you on Facebook/Twitter?

Social Networks are the best way to get to know all our daily software updates or offers.
You can click here to follow us on all popular social networks like Facebook, Google+, Twitter, Instagram, Linkedin, Pinterest etc

How to unsubscribe from newsletter/updates?

In your received email, simply click on unsubscribe link at the bottom.
If it still does not work just contact us with your email.

 

Software & Installation


I want to know how to use this software?

You can visit our Software User Guides section here to know everything about your software.

I have more technical queries, where can i get help?

No worries. Please write to us at support@xenarmor.com with your detailed technical queries.
Our tech support team will be happy to help you.

Does your software work on MAC?

All our softwares work only on Windows platform.

Does your software work on Linux?

All our softwares work only on Windows platform.

Does your software work on all version of Windows?

Most of our softwares work on both 32-bit/64-bit versions of Windows.Below are the supported Windows version details,
Windows 10/8.1/8/7/Vista/XP, Windows Server 2012/2011/2008/2003 (32-bit & 64-bit)
Please check on the order page for specific version details.

Does your software work on mobile (Android/iPhone)?

All our softwares work only on Windows platform.

I am confused about which software to buy, can you help?

Yes, we provide free technical consultation. Please write to us support@xenarmor.com and we will be happy to help you.

We are looking for more features or custom software development?

For special feature requests for your software or custom software development, you can write to us support@xenarmor.com.
Our Tech support team will get in touch with you for more details.

I am getting problem during Installation, what to do?

If you are seeing any error during installation then please follow the steps below,

  • Close the installation and retry again after few minutes
  • If that does not work, restart the computer and re-run the installation

If problem is still there then please write to us support@xenarmor.com

I have installed paid version but when I run Trial version is showing. What to do?

Make sure you are clicking on shortcut (in desktop/start menu) of paid version. This typically happens if you have not uninstalled Trial version before installing paid version.

If that does not help then please uninstall both paid & trial version and re-install only paid version.

My Antivirus is preventing from installation or running of software. What to do?

This is common False positive problem with antivirus solutions. Please let us know the name of your antivirus and our downloaded software. We will check with Antivirus vendor.

Now here are two solutions for you to get our software working. Easy way is to disable antivirus for some time and then download/install/run our software.Second solution is to add our software to whitelist of your antivirus and then it will not complain.

How do I know about my software updates or future releases etc?

Best way to know about our regular software updates/new releases is to subscribe to newsletter here  or follow us on social network here 

Order & Support


Where do I download Trial or Demo Version?

We provide free trial/demo version of all our softwares. You can download it here

What are limitations of trial version?

Trial version software works for 7 days and with full functionality unless stated otherwise.
However password related softwares show only first 2 characters of the recovered password.

How do I know if my order is secure or trusted?

All your orders & payments will be processed by our e-commerce partner, PayPro Global, USA based popular e-commerce company, They have received 100% secure & trust certifications like McAfee, Norton, PCI DSS etc.

What payment options are supported?

Our e-commerce partner, PayPro Global supports all popular payment options including PayPal, credit/debit cards.
You can choose suitable option at checkout page as shown here.

How the order is delivered?

All our orders are delivered electronically, we do not provide CD/DVD.
You can directly download the software including license key on the checkout page immediately after the order is completed.
You will also receive email with complete details of your order including download link, license key, invoice etc.

How long does it take to deliver order?

You will receive it within few minutes of completion of your order. If not received, please check your spam folder before contacting us.

Is the price inclusive of Taxes/VAT etc

The price shown on XenArmor website does not include any Taxes. Our e-commerce partner will collect the taxes (VAT) based on your country.

Do you have any other payment methods?

Apart from ordering via our e-commerce partner PayProGlobal, you can also pay us easily using PayPal or Bitcoin.

Click here to Pay via PayPal 

Click here to Pay via BitCoin

* Special Offer *
Pay via PayPal or Bitcoin now & save lot of $$$ on Taxes as we are absorbing it for you. (limited time only)

Where do I get invoice for my order?

You will receive order completed email with link to Invoice.
You can also contact PayPro support to get invoice and other details of your order.

I have ordered my software but I have not yet received my download link or license key?

You will see the download link & license key immediately after you have ordered it. You will also receive separate emails with download link, license key & invoice within few minutes. If you don’t see check your spam or promotions folder.

If you have missed it then write to us at support@xenarmor.com and we will send you both in 24 business hours.

I have lost the downloaded software. How do I download the software again?

In case you have lost or misplaced your downloaded software, you can download it by visiting Control Panel link mentioned in your order email.
You can also contact PayPro support as well as our support center.

I have queries regarding TAX or VAT refund etc

Please contact PayPro support team for all your TAX or VAT refund related queries.

I want to order more softwares, do you offer any discount?

Yes, we offer special discount to all our existing customers on future orders.
To get your discount coupon, please write to us support@xenarmor.com with your previous order details.

Do you provide dedicated support for customers?

Yes, all our customers receive dedicated support through our support center here.
You can directly email us via support@xenarmor.com
Even if your support is expired, you can contact us for any of your technical queries.Currently we provide only email support and we usually respond within 24-48 business hours.

My support plan expired, how do I renew it?

You can directly renew or order right support plan from here
For any support plan related queries just write to us support@xenarmor.com

 

License Activation


How do I activate my liceanse?

After you have installed software, just launch it and you will see the activation screen as shown below,

Here enter your email (used for ordering software) and license key to activate your software.

I am getting License Activation error, what should I do?

If you are getting license activation error then it please check following,

  • Make sure you are connected to Internet and website https://xenarmor.com is reachable
  • Do not type. Always copy/paste your email & license key in the Activation Screen
  • Enter email which you have used for ordering the software
  • For the first time, it may take few minutes for license details to get updated on our servers. Please try again after 10-15 minutes.

If the problem still occurs then write to us at support@xenarmor.com with your license details.

I have lost my License key, how do I get it back?

Your License key along with download details is in your order email from PayPro.
If you don’t find it then you can contact PayPro Support or our Support Center.

 

  

Refund Policy


Do you provide Refund?

Yes, all our softwares are protected with 30 Day Money back guarantee.
However we recommend you to try using free trial version before ordering it.

What are the accepted circumstances for Refunds?

Here are common cases where refunds are approved,

  • You have ordered wrong software from Xenarmor and you want to order different software from us.
  • Software failed to run on your computer despite help from our technical support team.
  • Password is stored in your computer (browsers/mail clients/other apps) but our software is unable to recover. Proof is needed.

What are the unaccepted circumstances for Refunds?

Here are the unaccepted circumstances for Refunds,

  • You purchased our software then changed your mind
  • You purchased our software and then you want to buy/bought from another website
  • You requested refund for technical issues in software but refused to provide any details or get assistance from our support team
  • For password recovery softwares, your password is not recovered because password was never stored (in browsers/email clients/other apps etc)
  • You failed to receive software/license key or License activation error. But you did not try to contact us.

Why all the orders are not refundable?

Though we try to approve all genuine refunds, but unfortunately we cannot refund all the orders.For example in case of password recovery softwares, person can recover the passwords and then claim for refund.
That is why we recommend you to try using free trial version before ordering it.

How to request for Refund?

Before you proceed to claim refund, kindly contact our support team for any technical/license issues else refund may not be approved.

We follow the industry standard process for software refund. Here are the steps below to request for refund,

  • Download & fill this refund request form.
  • Once completed, sign & send the scanned copy to support@xenarmor.com within 30 days of purchase.
  • Next it will go through our Refund approval committee which may ask for more details if necessary.

Our refund committee makes sure all genuine cases are refunded.

How long does it take for Refund?

Once your refund is approved, it may take around 3-5 business days for completion.

Can you give refund via cheque or wire transfer?

We provide refund only via the way you have ordered. If you have ordered using PayProGlobal/PayPal then refund will be issued through the same channel.