Help centre
Answers to the questions we are asked most. If yours is not here, write to us - a person reads every message and usually replies within one business day.
Recover a licence key
Lost the email? Have your key sent again to the address you bought it with.
Recover my keyRegister the program
Step-by-step instructions for entering your licence key, plus what to do if it is refused.
Registration guideAsk us anything
Pre-sales questions, invoices, a file that will not open, or a feature you cannot find.
Contact supportDownloading and installing
5 questionsWindows blocked the installer. Is it safe?
Windows SmartScreen warns about any installer it has not seen many times before. Choose "More info" and then "Run anyway". If you would rather check first, contact us and we will confirm the file size of the current release.
I cannot download the program.
If the download will not start or the file arrives damaged, email us. We can send the installer directly as an attachment or through another link.
Do I need administrator rights?
Not to use the programs. The installer itself shows the standard Windows confirmation, and Auto Shutdown Genius asks once so it can install its Windows service.
I bought a licence. Do I need to download the program again?
Only if you are not on the latest version. Open Help → About in the program and compare the version with the one on our download page. If they match, just register the copy you already have.
How do I update to a new version?
Download the latest installer and run it over the top of your existing installation. Your settings, templates and registration are kept.
Licences and registration
6 questionsWhere is my licence key?
It is emailed as soon as PayPal confirms your payment, and it is shown on your order page. Search your inbox for the order number and check the spam folder before assuming it did not arrive - then use the licence recovery page.
How do I enter the key?
Open the program, click Help and choose Registration. Type your name and email address, paste the key, and press Submit. When the licence data has downloaded, press OK and restart the program.
The program says the licence is not available.
Nearly always a typo. Copy and paste the whole key from the email, including the numbers before the first hyphen. If it still fails, the key may be for a different program - each product has its own keys.
I am replacing my computer.
Uninstall on the old PC, install the latest version on the new one and register with the same key. If registration is refused because the key has been used too many times, send us the key and we will reset it.
Can one licence cover the whole office?
No - one licence registers one computer, with any number of Windows user accounts on it. Buy one licence per computer; set the quantity at checkout and each key arrives in the same email.
Does the licence expire?
No. It is perpetual for the major version you bought, and updates within that version are free.
Using the programs
4 questionsWhich picture formats are supported?
Batch Watermark Creator reads JPEG, BMP, TIFF, PCX, PNG, WEBP and most other common formats. Picture Resize Genius handles more than 200 formats and Picture Merge Genius more than 40, including PSD, TGA and WMF. Output is JPEG, PNG, GIF, BMP, TIFF or TGA depending on the program.
Will resizing or watermarking lose my photo information?
Picture Resize Genius keeps EXIF data, TIFF tags and the original file dates. Watermarks are written into a copy of the picture; the original is never overwritten unless you choose the same output folder.
Video Snapshots Genius will not open my video.
It plays MPEG, AVI, WMV, DivX, FLV, RealMedia, QuickTime and DVD without extra codecs. If a file still refuses to open, send us a short sample and the format details from the file properties and we will look at it.
Auto Shutdown Genius did not shut the PC down.
Check that the schedule is enabled and that the service is running (it shows in Windows Services as Auto Shutdown Genius). A program with an unsaved document can hold up a normal shutdown - use the "force" option if you want the PC to close regardless.
Still stuck?
Email [email protected] and include the program name, its version and your licence key if you have one - we will get to the point faster.