Please check if you are going to reinstall in the same operating system or not.
If the operating systems are the same, that is to say, from Win to Win or from Mac to Mac, then you can directly download the software into your new computer and then login with your ID.
If the operating systems are not the same, please note that we don’t support to switch the plan between different platforms. You’ll then need to purchase a new license to work in the new system.
Usually, this is caused by unstable or poor internet connection. Follow the troubleshooting steps below.
1. Make sure your internet connection is working properly.
2. Quit the installation, then right click on the installer and run it as Administrator.
Follow the step by step guide below to install the software.
1. Download the software to your computer.
2. Once it's downloaded successfully, you can find the installer (such as named drfone_setup_full3360.exe) on the Downloads list on your browser.
3. Click on the installer and click Install on the popup window to start the installation. You can also click Customize Install to change the installation path and language.
4. Then just follow the onscreen instruction to install.
1. Download the software to your Mac.
2. Double-click on the downloaded file. On the popup window, click on Agree to start the installation.
3. Drag the software icon to the Applications folder.
4. The process will take a few seconds and then the software is installed successfully.
If you need to reinstall the software on your computer, because the software is not working properly or any other reasons, just follow the instructions below.
1. Uninstall the software on your computer first.
2. Download the latest version of the software.
3. Click on the installer, or right-click on the installer to run it as Administrator to start to the installation.
In most cases, the download failure is due to network connection error. Please kindly check by following the below instructions:
1. Check the network connection, if it’s not correctly connected, try to switch your network;
2. Switch to another browser;
3. Try to download the software again.
Please follow the steps below:
Step 1: Visit Google Play.
Step 2: Type "Wondershare" in the search bar.
Step 3: Locate the desired program and click "Install."
Step 4: Alternatively, search the program name directly and click "Install."
Note: Wondershare Android mobile apps can only be downloaded from the Google Play Store.
Please follow the steps below to download the older version of the product you need:
Step 1 Please visit the Wondershare Help Center https://support.wondershare.com/ and click on "Find a Download" or "See More".
Step 2 Click "Get Started" under the "Download Product" module.
Step 3 Select the requested product, platform, and version under "Looking for an Older Product?" and download the corresponding installation package.
In some cases like software freezes or stops responding, Wondershare support engineers may request a dump file to fix the technical issue.
To get the process dump file:
1. Press Ctrl+Alt+Delete on the keyboard.
2. Select Task Manager.
3. If you are using:
4. Right-click the Wondershare software process for which you need to create a dump file. Select Create Dump File.
5. Wait until you get the notification on the successful creation of the file.
6. Copy the path to the dump file.
7. Click OK.
8. Press the Windows key + E combination on your keyboard.
9. Paste the copied path to the folder to the address line.
10. Press Enter on the keyboard.
No. You can’t use the license on a different platform due to the way that the software is coded for its specific platform.
However, if your order is still within 30 days from the payment date（7 days for Famisafe, Dr.Fone series, Data Recovery and Recoverit series), you can repurchase the correct platform software first and then contact Wondershare Support Team to get the refund for the wrong platform software.
For the Wondershare ID products (click here to understand whether it is a Wondershare ID product), you don’t need a registration code. Just sign in to your Wondershare ID in the program’s interface to get activated. Please use the email that you entered while purchasing the product.
Please find and click “Reset Your Password” on the software interface to retrieve it if your Wondershare ID is unfortunately forgotten.
For other software which need to log in with registration code, please click the link here to retrieve the registration code.
Click here to understand whether your product should be activated by a registration code or Wondershare ID.
Please click here to know if your software should be registered with WSID or a registration code.
For Registration Code products:
You can activate it with your license email and registration code directly. Need to retrieve code.
Also, please make sure that you use the correct license on the correct software.
For WSID products:
You can try to activate it with Wondershare ID.
If you don’t have a Wondershare ID,
1. Create a Wondershare ID with your license email.
2. Log in to Account Center, and find Redeem. Copy your registration code (Need to retrieve code) into redeem authority.
3. Then activate your software with the Wondershare ID just created.
Note: If you purchase the product from PurchMarketPlace, Amazon, Stacksocial, etc, the license email may not be your own email address, please double-check the information offered by them.
If you still have trouble activating our software, feel free to contact support for more help. It would be helpful if you could provide your order/payment details to locate your correct order and send a screenshot of the login error.
Click here to understand whether your software should be activated with Wondershare ID or a registration code.
1. Click the Login button in the main interface. (Note: the screenshots here are from Wondershare Filmora, but the process is the same for other WSID products.)
2. Input your licensed email and then click Next.
3. Enter your password and then click Sign in.
4. You are now successfully logged in!
1. Click Buy or Register or Login button in your main interface.
2. In the Register page, input your Licensed e-mail and Registration code and then click Register.
3. You are now successfully registered.
Here are some possible reasons.
1. If you have just purchased the software, it’s possible that you haven’t logged in yet. You need to activate program with your Wondershare ID (which consists of your license email and password), so please firstly check if you have logged into the software.
2. If you have logged in but still shows as free trial, it ‘s possible that you logged in before making the purchase, so your account had been recognized as a free trial and haven’t updated yet. In this case, please log out your account and then log back in again.
3. If you have logged in the product for a period of time, your account will be logged out by default after some days, normally it’s 30 days, so please check if your account has been logged out by system.
4. Your account might have been expired, please check the expiration date of your subscription plan.
5. Check if you have purchased the correct platform and correct product.
If you buy a Perpetual License you will get lifetime access to the version of the software you purchased the license for, including updates. However, this plan does not include future versions of the software. Should a new version be released, you would need to purchase a new plan to access it.
Click here to understand the License Policy.
It depends on if you use the software frequently.
For account security purposes, our system set the maximum validity period of the login status for Wondershare ID (WSID) as 30 days. That means if you do not launch the program for more than 30 days, you will be asked to re-enter the account password when logging in again.
If you forget your password, you may reset it via this link:
https://accounts.wondershare.com/web/reset-new
Actually, we also encourage you to use our software more frequently since we will release updates every two weeks or more often to make the program more user-friendly. Or even if you do not want to use it, you may just open it once before it reaches 30 days so you won't be asked to log in time and time again. Seek your kind understanding.
Users occasionally run into issues with logging into the Support Center on their iOS device or when using Safari. This is caused by the Prevent cross-site tracking setting, which blocks certain types of data from being preserved during the login redirection. Native authentication relies on cross-site tracking, so it needs to be disabled for users to be able to log in using Safari.
This setting is enabled by default and users need to manually disable it to fix the issue. To disable this setting, please follow the instructions to solve it.
If you don't have a Wondershare ID, you can create one by following these steps:
Step 1: Go to the registration page here.
Step 2: Input your email address, password, your name, and then click Create Account.
Step 3: A verification code has been sent to your inbox. Find the code and enter it in the box, click Verify.
Step 4: You are now successfully created your Wondershare account!
Step 1: Log in Wondershare Account Center with your Wondershare ID.
Step 2: Click Account Center to view your account information, and click the Profile button in the sidebar.
Step 3: Then, you can change your avatar, nickname, birthday, address, etc. Kindly remember to click the Submit button.
Retrieve your password
If you forgot your password or get the error message “User name or password error”, you can retrieve your password with your Wondershare ID.
In the login page, click Forgot your password.
In the Forgot password window, enter the email address associated with your Wondershare ID and click Send Code. Enter the verification code you receive. Then, enter your new password twice to confirm and click Reset and Login.
Reset your password
To ensure the security of your account, it’s a good idea to periodically change your password. Here’s how to do it:
1. Sign in to your account center,
2. Under Account, click Security & Password
3. Input your current password and your new password, and then click Change Password
4. Your password has now been successfully changed!
Wondershare ID is an account created on Wondershare website to manage the products which you purchased with Wondershare.
You can check the order details, activate newly purchased products; keep tracking the activation status of your product in your account, etc.
Don't have a Wondershare ID account?
Wondershare ID belongs to Wondershare account system. Your Wondershare ID is the account you use to log in and activate your software. Currently, it supports most the Wondershare products. Click here to see whether your product still needs a registration code or not.
You can use it to manage your account, your devices, and more. It is your ticket to a secure and personalized experience with all Wondershare products and services.
It means that you already have Wondershare ID.
You can log in Wondershare ID account with your email and password. If you forget the password, you can click the Retrieve or Reset Your Password to reset it.
If you'd like to delete your Wondershare account and personal information completely, please contact our support team for assistance.
You can scroll down to the bottom of the Newsletter email, click Unsubscribe button.
If you still cannot get it unsubscribed, please contact with Wondershare support team
Subscription Terms
Subject to applicable law, your subscription begins as soon as your initial order is placed. If you have an e.g., weekly, monthly, quarterly, or annually (as applicable)) the prepaid contract you will be charged the rate stated at the time of purchase, plus applicable taxes. By purchasing a subscription you authorize us to store your payment method(s) and to automatically charge your payment method(s) every month, quarter, or year until you cancel. You also authorize Wondershare to process the recurring payment for the subscription period. Subscription fees are generally billed or charged in advance of the applicable subscription period. If any payment is returned unpaid or if any credit card or similar transaction is rejected or denied, Wondershare or its service providers reserve the right to collect any applicable return item, rejection, or other fees as permitted by applicable law. We may change your plan’s rate at any time. We will notify you of any rate change and give you the option to cancel. If the applicable VAT or GST rate (or other included tax or duty) changes, we will accordingly adjust the tax-inclusive price on your next billing date. Wondershare will charge your selected payment method (such as your credit card, debit card, gift card/code, or other available methods) for any paid Transactions, including any applicable taxes every month/quarter/year until the subscription is terminated by you or by Wondershare or otherwise in accordance with its terms.
Cancellation Terms
You can cancel your subscription any time via the Wondershare Account page or by contacting the Wondershare Support Team. For orders that are placed via third parties, such as GooglePlay and AppStore, you may need to cancel your subscription or request a refund from Apple Support, or Google Support. If you have purchased the orders from other third parties that have not to be mentioned above, please contact your supplier/seller or the platform to cancel the subscription.
Once the subscription is renewed, the subscribed orders could be refunded under the following situations only.
1. You have purchased another product or license from Wondershare.
2. The product you purchased has (a) terminal technical issues, which can’t be solved within 7/30 days.
Occasionally, we may change these Subscription and Cancellation terms. Your continuous subscription constitutes an acceptance of, and a promise to comply with, all the terms and conditions in these “Subscription and Cancellation terms” including any updates.
Step 1 Log in to your account center.
https://accounts.wondershare.com/web/login
Step 2 Go to Account -> Profile and click Change E-mail.
Step 3 For security purposes, you need to verify you are the account owner first.
Step 4 To make sure your new email is valid, you also need to verify it.
Complete!
Note:
1. Verification code is valid for one hour. Kindly double-check the inbox or spam box to find it. Or you can resend it 60 Seconds later.
2. If your new email has been registered as Wondershare account already, the system will pop up a tip saying that the change cannot be done. But you can contact Customer Service to change your account email manually in such cases or when you encounter other difficulties.
3. You can change your account email only one time every 30 days.
You will be able to find the order history by following the instructions below.
For programs which can log in with Wondershare ID, you can find your order information on Wondershare Account Center.
Usually, after you make the purchase, our system will send you an email which contains your account and password. If you don’t have this email, you can click “Forgot Password to reset your password". After you sign in to Wondershare Account Center, you will be able to check your order details.
1. Login Wondershare account center
https://accounts.wondershare.com/web/login
2. Click Manage Team from the left menu, then select the team license and click Manage Team.
3. You will see your license email will occupy one user as default. This account role is the Owner, which has the highest management rights of this team license.
4. To assign the team license to others, please click Add USER and enter your team member’s email and select its role as User or Admin.
If it is set as Admin, it can also be used to assign the license to others after being used to log in Wondershare account center.
5. If it is a newly added user, our system will pop up a window for you to Create User first. Just enter the info needed to finish this step.
The password you set will be this user's Wondershare account password, which can be used to log in to the program later. The team members can also reset their own passwords via the link below after being added.
https://accounts.wondershare.com/web/reset?account_type
6. Next, kindly select a business license plan that you want to add this user to and click Submit.
7. Complete! A user has been added to your team and is eligible to use the program by logging in with their email account.
Tips:
1. The owner has the right to edit and remove the admin and user’s licenses. The admin does not have the right to edit and remove the owner’s license.
2. Edit user option enables you to remove the license from this user by unchecking the current plan. But the user’s info will be kept in case you may need to assign the team license to this user again. Remove user option will delete this user’s info completely.
(Note: To demonstrate the process clearly, we did not hide the email in the picture but it is not from any actual user.)
Yes. You can. As you know, the owner of the team license will occupy a user as default. If you as the owner do not need to use the license, you may click Edit and then Uncheck the plan and click Submit. It will release a usable user and you may assign this license to another user of your team.
(Note: To demonstrate the process clearly, we did not hide the email in the picture but it is not from any actual user.)
No. For example, if you bought a team license of 5 users, and later you bought another team license of 5 users for the same product. Then the available users will be added to the same owner. It won’t generate two owners. But the team license can be assigned up to 10 users.
If your old email is still a valid one, just you did not receive the verification code, we suggest you check if you entered the old email correctly. And kindly double-check your old email spam/ads box and try sending the verification code again to see if you can receive it.
If this does not help or if your old email cannot be accessible at all, please contact Customer Service and provide your old email and new email. Please also provide a screenshot of your old order/payment/invoice if possible so we can verify you are the owner of the old account. Appreciate your understanding.
We understand that you may want to have control over your account and be able to delete it by yourself at any time. However, for security and privacy reasons, we require customers to contact our Customer Service Representatives to initiate the account deletion process.
This allows us to verify the authenticity of the account deletion request, provide guidance or alternatives if necessary, and address any concerns or questions you may have along the way.
We value the opportunity to assist you and ensure a smooth transition during the account deletion process. You can click support team to contact us for assistance.
Since you used the third-party social media account directly to place the order without creating a Wondershare account, the authorization can not be found under your contact email address. You can follow the steps:
Step 1 Log in to Wondershare Account Center
Step 2 Click Profile on the left side.
Step 3 Input the email address and then click submit to link the WSID with the licensed email. Then try to log in to the product again.
Note: Please contact Wondershare Customer Service if there is still another issue.
We provide business discounts for volume business corporations.
Please tell us your needs in more detail by contacting us directly. Our sales representative will contact you within 24 hours.
Please fill the form here to contact our sales.
For most Wondershare products, students can enjoy a special student discount.
If you are a student, you can just go to the product's specific price page and click the Education tab. Then you will see the student discount price. If you are a teacher, you can also apply for an educator discount.
For example, below is the price page of Filmora(Windows version). After selecting Education, you can check the student discount price.
https://filmora.wondershare.com/store/buy-education.html?sysparam=win
Note: You will have to log in to Student Beans and follow the instructions Student Beans provides to verify your student identity first in order to use the student discount. If you have trouble verifying your student identity, please click here to contact us for more help.
Sure you can! All of Wondershare software offers a free trial version, so you can 'test-drive' before deciding to purchase. But please note that these trial versions may have functional limitation, or a watermark appearing on the finished project, but they won't prevent you from testing the main function of the product. Hope these help you to make an informed purchase decision and avoid buying the wrong product against your needs.
Wondershare charges indirect taxes for the countries and regions of European Union, United Kingdom, Australia, Japan, and Quebec.
From January 1st, 2015, Value-Added Tax (VAT) has been applied to electronic services sold to consumers in the EU and United Kingdom.
From July 1st, 2017, Goods and Services Tax (GST) has been applied to cross-border supplies of imported services and digital products sold to Australian consumers.
Japan Updates of Consumption Tax in 2015 regarding Cross-border supplies of electronic services.
http://www.nta.go.jp/english/taxes/consumption_tax/cross-kokugai-en.pdf
From January 1st, 2019, Québec sales tax (QST) has been applied to E-commerce for suppliers outside Quebec.
https://www.revenuquebec.ca/en/press-room/tax-news/details/162180/2019-01-21/
Wondershare charges VAT for European Union countries, United Kingdom, Australia, and Japan.
- Please refer to the latest changes in laws and regulations on the European Commission's official site. Starting January 1, 2017, European Union tax law changes apply to non-resident sellers of electronic services or digitally downloadable products/services.
- And the latest changes in laws and regulations on Australia. Starting July 1, 2017, a new law applying GST to international sales of services and digital products applied in Australia.
- And the changes in laws and regulations back in 2015 in Japan.
http://www.nta.go.jp/foreign_language/consumption_tax/cross-kokugai-en.pdf
In order to be compliant with these legal requirements, Wondershare will start to collect a Value Added Tax (VAT) for all sales to shoppers in these areas. We collect the VAT rate of each individual country then remit the collected tax to the proper tax authority.
And please note that Wondershare now has legal VAT IDs registered in these countries and regions. Going forward, any transaction in EU/ United Kingdom/ Japan/ Australia will be charged VAT regardless of exemption status. Unfortunately, we are unable to refund VAT from an order that has already been processed. You will need to obtain a VAT refund through your tax authority.
It may be the renewed order for the software you bought before. As you did not cancel the auto-renewal service or failed to cancel it, you would get charged again.
Please send the order number from the invoice and license email to our Support Team . If the payment went through PayPal, please send your PayPal transaction ID and PayPal email address to our support team. If you were charged via credit card, please send the following information to our support team:
1. Full name of card holder:
2. Payment date:
3. The first 6 digits of your credit card:
4. The last 4 digits of your credit card:
5. The screenshot of card statement:
Our support team will look into the charge for you.
Please follow the steps below if the order is placed on our official website:
Step 1
Go to your Account Center -> My Subscription -> Under the subscription which needs to be changed, click Manage Payment
Note:
Step 2
Input your new credit card information and then click Save.
Note:
The change will take effect in your current order only, it has no impact on other orders. If you have other subscriptions that you want to change the payment method, you will need to change that in this way one by one.
If you are interested in the Team & Business license, click here to talk to our sales for the discount.
If you are interested in the Education license, please log into your Student Beans Account to enjoy the discount.
If you are interested in the Individual license, please check our official website or social media to see whether we are offering discounts.
To make the coupon code work, there are 2 conditions to be met:
1) It is still valid;
2)It has been applied to the correct product.
So please check the code you have meet both conditions. If you have confirmed both that a) the code is still valid; b) it has been applied to the correct product but still you can’t enjoy the discount, please contact Support Team for further help.
You might find the price is higher after adding the product to the cart.
1) Please check if you have other software in the cart. If this is the case, clear up all other software which you don’t need.
2) Please check if the currency has been changed to your locale in the payment page. The price is showed in USD by default in the official website, however in the payment page, it will be adjusted to your local currency by default.
3) If your IP address is in EU, AU, JP and UK, there will be a VAT charge.
*If none of the above solves your issues, please contact Support Team for further assistance.
Download Insurance Service is an additional service that protects your shopping cart downloads.
With Download Insurance Service, you’ll be able to re-download the installation files of the purchased software anytime within two years from the purchase date. Here’s how you can re-download your programs:
- Go to the link sent on your Download Insurance Service letter
- Type in the email address you used to complete the purchase and press Send
- You will receive an email containing a download link and activation key for your product(s).
If you don't want the Download Insurance, you can remove it from the shopping cart by clicking on the Trash button.
It maybe the cookies that caused such problem.
1. Clear your cookies and then add the product to cart to see whether promotion is applied;
2. If you still can’t apply the promotion code, try to use another browser;
3. If the issue still unresolved, please contact support team for help.
Wondershare accepts online payments such as PayPal, Credit card, Local Payment, Wepay, Alipay, linepay, Debit card, and Klarna etc. Accepted payments may differ according to different countries/regions.
If you are interested in the exact accepted payment methods, in your shopping cart, you can first select your Country/Region, and then the supported methods will be listed above.
When you select Germany/Austria/Netherlands/Finland as your country in your shopping cart, you can choose the payment method Klarna which supports you to pay later in 30 days without an extra fee and pay now via Direct debit /Direct bank transfer.
If you want to know more about Klarna, please visit Klarna website:
https://www.klarna.com/
If you have further questions about Klarna, please visit:
https://www.klarna.com/international/customer-service/
You can learn more about Klarna Privacy policy by visiting the website:
https://www.klarna.com/international/privacy-policy/
Please follow the steps below if the order is placed on App Store:
Step 1 Open the Settings app on your iPhone/iPad/iPod.
Step 2 Tap your name, then tap iTunes & App Store.
Step 3 Tap your Apple ID (which is usually your email address), then tap View Apple ID. You might be asked to sign in.
Step 4 Tap Manage Payments. (If you're using an older version of iOS, tap Payment Information.) Then add, update, reorder, or remove your payment methods.
Please follow the steps below if the order is placed on the Google Play Store:
Step 1 Open the Google Play Store Google Play on your Android phone or tablet and sign in with the correct Google Account.
Step 2 Clicks Menu > Subscriptions to find the subscription you need to change.
Step 3 Clicks Update and follow the instructions to amend the payment method.
No. One license does not run both Windows and Mac platforms no matter it is a single-user or multi-user license.
You can cancel your trial or individual plan (purchased from Wondershare) through your Account Center page. Please follow the steps below to have your subscription canceled.
Note:
1. If you purchased from Google Play/ App Store, you may need to contact Google / Apple directly.
2. If you are Indian users who bought the subscription by UPI payment methods, you have to cancel the subscription at least 24 hours ahead of the expiration time of your current subscription according to the UPI payment platform rules.
Step 1. Log into your Wondershare Account Center.
Step 2. Under Plan & Products, select Manage Subscription. And then under the plan that you'd like to cancel, click Manage Plan.
Step3. Click Cancel Subscription.
Step 4. Click Continue
Step 5. Choose the reason for cancellation, and then select Continue.
Step 6. Consider these available offers... if you don’t want please select "Continue".
Step 7. Review cancellation details, then select "Confirm".
Step 8. Select "Done", now your subscription is canceled.
If a wrong software was unfortunately purchased and it is still within 30 days (7 days for Data management products and Famisafe product) from the day when the order was placed, please repurchase the correct software and contact Wondershare Support Team with information listed below, we’ll be happy to issue the refund for the wrong product.
You can resume your subscription from the Pause status in this way:
Step 1. Log in your Wondershare account center:
https://accounts.wondershare.com/web/login
Step 2. Select My Subscription, find the paused subscription, and you will see a Resume option. You can click it to resume it so your subscription will be renewed automatically again. Here is a picture for your reference:
In the process of canceling your subscription in the Wondershare account center yourself, you may see a step as the picture below shows: Pause subscription renewal.
When would you need this? Sometimes you may not want to renew the subscription immediately after it is expired, but you may still want to renew it later with the previous price you got. And this option can help you postpone the billing time of the next renewal order. In this way, you can better enjoy the good price you had before when you need it.
Kindly check if you paid by the UPI payment methods and when you have the subscription canceled exactly first. (UPI payment methods is mainly available for India users as the picture below shows.)
If you indeed used UPI, please note UPI's logic of the renewal payment deduction is a little bit special. It will charge the renewal payment within 24 hours before the current subscription is expired. This will bring a problem which is that if you did not cancel the subscription 24 hours in advance than the order's expiration time, the cancellation will not take effect for this latest renewal order immediately, but only work for the next one. As a result, you might be still charged one more time for the renewal order even if the system shows your subscription has been canceled successfully.
For example, if your current subscription is about to expire on 2022.9.1, 20:00 PM, then UPI will deduct the renewal payment from 2022.8.31, 20:00 PM to 2022.9.1, 20:00 PM. You need to make sure you canceled the subscription before 2022.8.31, 20:00 PM. If you cancel it during 2022.8.31, 20:00 PM - 2022.9.1, 20:00 PM, you will still be charged one more time for the current latest renewal order, but there will be no more charges after this.
If you are sure you canceled it one whole day in advance or if you are not using the UPI payment method but have also encountered this issue, please contact customer service for more help.
Please firstly check whether you purchased the product through App Store/ Google Play or Wondershare official website.
- If the order was placed through App Store/ Google Play, please request for invoice through Apple & Google directly.
Here are some instructions that might help you:
- For Wondershare.com orders, please follow these instructions to get or modify your invoice.
Step1: Sign into Wondershare Account Center with your Wondershare ID and password.
Step2: Under My Order, click Order History.
Step3: Beside the order you'd like to request for the invoice, click Get Invoice.
Step4: Input your name, address and VAT number (Note: Address and VAT number are optional), and then click Submit.
Step5: The invoice will be sent to your licensed email address within 1 hour. If the invoice is not received, it might be in the spam folder or got blocked by the email server. Please check it in the spam folder.
If you would like to check your order history, follow these steps.
Step 1. Log into to your Wondershare Account Center.
Step 2. In your Wondershare Account Center, click Order History under My Order.
Step 3. All your Wondershare orders will be displayed here!
If you purchased the wrong platform, you will need to purchase the right platform additionally because the licenses cannot use across the platform.
For example, if you intend to purchase the Filmora for Mac but purchase the Windows version instead, you will need to purchase the right Mac version additionally.
Wondershare will refund the extra orders for you if the situation meets the refund policy.
You can check the Refund Policy to learn more.
The minor updates refer to the small updates within one version, like an update from version 7.1.X to version 7.3.X.
The major upgrades refer to the big upgrade of the software, normally the first number of the version number will change, like from version 7.1.X to version 8.1.X.
Note:
Below is the refund processing time for different payment methods, however, the funds could take longer to show on your account depending on the payment method used. Bank transfer refunds may only be made to accounts held at institutions from Spain or Mexico. We will not issue international transfers, since this payment method is only available in these two countries. If the customer wishes, and accepts the transfer fees, an account from a different country may be selected; however, we will only be able to transfer the funds to an account in Spain or Mexico. We recommend selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.
|
Payment Method |
Refund processing time |
Notes |
|
|
PayPal |
Balance |
Real-time, at least within 24H |
1. The refund processing time means the amount of time it takes for a payment to post to your credit card/debit card account after refund issued. |
|
Credit card |
3-45 Days |
||
|
Credit card |
7-30 Days |
||
|
Local payment (e.g. Sofortbanking) |
3-5 Days |
2. If you are using a Visa or MasterCard, the refund processing time depends on your issuing bank. Normally it will take 7-30 days. If you still don't receive the refund after 30 days, please contact our support team. We will track it down for you. |
|
|
Wepay |
Balance |
Real-time, at least within 24H |
|
|
Debit card/Credit card |
1-7 Days/1-15days |
||
|
Alipay |
Balance |
Real-time, at least within 24H |
|
|
Debit card/Credit card |
1-7 Days |
||
|
linepay |
Real-time, at least within 24H |
||
|
Japanese Convenience Store |
3-7 Days |
||
|
Bank transfer |
3-7 Days |
||
|
Payment Method |
Supported Countries |
Payment Type |
Refund |
|
Multibanco |
Portugal |
Bank Transfer, Cash Based |
Not supported |
|
DOKU |
Indonesia |
E-wallet |
Not supported |
|
Globe Gcash |
Philippine |
E-wallet |
Not supported |
|
Neosurf |
France |
Prepaid Card |
Not supported |
|
Toss |
South Korea |
E-wallet |
Supported |
|
ebanking |
Online Banking |
Supported |
|
|
Local Credit card |
local credit cards |
Supported |
|
|
Paytm |
India |
E-wallet |
Supported |
|
Giropay |
Germany |
Online Banking |
Supported |
|
Bancontact/ |
Belgium |
Card/Cash Based |
Supported |
|
Mistercash |
|||
|
Mybank |
Italy |
Bank Transfer |
Supported |
|
Onecard |
United Arab Emirates, Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Morocco, Oman, Qatar, Saudi Arabia, Tunisia, Palestine, and Yemen. |
E-wallet |
Supported |
Please contact to our Support Team to troubleshoot the issue.
If the issue is confirmed to be unresolvable, a refund will be arranged under the Money-Back Guarantee period.
Please refer to our Refund Policy.
Here is what to do:
1. Confirm with your bank to check the refund status;
2. If still no refund has been issued to your account, contact Wondershare Support Team for further assistance.
Before contacting Wondershare to request a refund you may need to check whether your order is eligible for a refund.
The following products are not eligible for return:
- The license of the purchase is expired, which means the purchase has exceeded the product's specified period. Besides, for a few products that are sold by credits(eg.PixCut), hours(eg.Filmora's Speech To Text (STT) function), or characters(Filmora's Text-to-Speech function), the credits, hours, or characters have been used up though the subscription expiration date was not reached; Or the subscription is expired but the credits, hours or characters has not been used up.
- The purchase has exceeded 30 days from the initial payment date. The following products are subject to a 7-day money-back: Famisafe, MobileTrans, Dr.Fone series, Data Recovery and Recoverit series due to instantaneity nature of recovering data.
- The product suggestion can’t be met. Wondershare encourages you to read the product description and try the free trial version before making the final purchase decision.
- An unauthorized payment was made due to credit card fraud or other reasons. Wondershare recommends you contact the card issuer if there is any suspicion of fraud or unauthorized payment. As Wondershare cooperates with an independent payment platform, it's impossible to monitor authorization during payment.
- The confirmation email was not received within one hour. Ordinarily, once an order has been validated, Wondershare's system will automatically send a confirmation email within 1 hour. However, sometimes the arrival of this email can be delayed due to internet or system glitches, email spam settings, email typo, etc. In this case, you should contact the Wondershare Support Team.
- Purchase of a wrong product, which has already been followed by the purchase of the correct product from another company.
- Wondershare Product price differences between different regions.
- A refund request for part of a bundle. Wondershare cooperates with a third-party payment platform that does not support any partial refund within an order; whereas, Wondershare may refund the whole bundle after you’ve purchased the correct product separately within the purchased bundle's guarantee period.
- A 'change of mind' after purchase.
- A refund request for the renewal order with personal reasons like "I don't know it was renewed" or "I don't need it anymore". A notification email would be sent to you 14 and 7 days ahead of the deduction date. The auto subscription can be canceled at anytime before the deduction time.
- A refund request due to technical issue, with the customer refusing to cooperate with the Wondershare Support Team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Wondershare Support Team.
- Products purchased from individuals, resellers, or online auction sites (such as eBay, Amazon Marketplace).
- Any Wondershare product purchased from any seller other than Wondershare may only be returned to your seller from which the product was purchased, in accordance with that seller's return policy, if any.
However, Wondershare welcomes you to submit a refund application in any of the following situations.
- Purchase of Extended Download Service (EDS), Registration Backup Service (RBS), or Download Insurance Service outside of product purchase, without knowing that they can be removed.
- Purchased of a wrong product but you then placed the correct order from Wondershare.
- Purchase of the same product twice or purchase of two products with similar functions.
- You don’t receive the confirmation email within 24 hours of purchase, failed to get it after contacting the Wondershare Support Team, and have not received a timely response (within 24 hours) from the Wondershare Support Team after making contact.
- Software purchased has terminal technical problems, and no solution has been provided within 30 days. Wondershare will refund the purchase price if you don't want to wait for a future upgrade.
Once a refund is issued, the corresponding license will be deactivated. You must uninstall the software and remove it from your computer.
Please refer to our Refund Policy.
A confirmation email including license information will be sent to you after payment. If you have not received the email, it probably has gone to your spam folder. Please firstly check your junk mail to see whether there is one.
If no confirmation email in the junk mail either, it is possible that the wrong email has been input when placing the order. Please Contact Support Team for assistance with the information prepared:
If you purchase the single-user license, the software is able to be run on one computer only. If you have a desktop PC and a laptop, you can still install the software on both computers, just only run it on one at a time. Please note our license policy as below:
Installation of the program purchased under a Single-User Personal License is restricted to one single personal computer owned by or under control of the licensee plus one additional computer also owned by the licensee, e.g.: One computer at home and another at work, or a desktop at home and a laptop at home. However, at any given time only one copy of the purchased programs may be in use.
Note: With the Single User license, if it has been used repeatedly for more than 5 times, the program will pop up the message We noticed that your registration code has been activated repeatedly. Currently, you can still use it. Please check the security of your information. We will disable it when it exceeds the usage limitation. If you need to use the product on more than two computers, please contact us to upgrade your license to a Multi-user license.
When purchasing a software license from Wondershare, you are purchasing a license to use the software under specific terms and conditions. We want licensed users to get the most from all our software, this means you have the flexibility to use the software on your business computer, your laptop, and even your home computer depending on what kind of license you purchase.
Generally, we have perpetual license, monthly license, quarterly license, yearly license, however, different products might have limited license types due to product characteristics and other reasons. You are allowed to purchase the license you could see from the website, for example, if you see annual, perpetual license on the official website only, it means you can purchase these two license types exclusively.
If you buy a Perpetual License you will get lifetime access to the version of the software you purchased the license for, including updates. However, this plan does not include future versions of the software. Should a new major version be released, you would need to purchase a new plan to access it.
If you purchased a monthly license, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a monthly license, it means you pay a monthly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchased a Quarterly License, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a Quarterly License, it means you pay a Quarterly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchased a Yearly License, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a Yearly License, it means you pay a Yearly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchase a Personal License, it means you’re paying for a Single-User Personal License. Installation of the product purchased under Personal License is restricted to one single personal computer owned by or under control of the license. No matter the reason, if the software has been registered more than 5 times, you will get the warning every time you use the software. Even if the software was registered on the same computer each time, in order to continue using the software a new license needs to be purchased.
The academic license could be purchased only when you’re a student or a teacher in official institution or school. The student identity verification service is supported by Student Beans, which are required to log in to Student Beans and follow the verification instructions Student Beans provides. In order to qualify for the student discount, your status as a student must be verified by the Student Beans.
All licenses purchased with a student discount are for personal use only and cannot be used commercially. The student discount is linked to your Wondershare account and cannot be transferred, sold, or exchanged for cash.
The Business License has the same license functions as the individual plan, but the included value-added services may vary. For specific differences, please refer to the purchase link. What's more, with business plan you will get the following privilege when comparing to other types of license.
Permission for Company Use, which means the company use includes any use by a business both internal (i.e. training, presentations, and internal communication) and external (i.e. marketing, promotions, and advertising). This also includes the project/video that are the product or service being offered (i.e. editing videos for paying clients).
No Attribution Required, you won’t have to include a statement that your video/file/project is made in Wondershare product when using it for a commercial use.Multi-User Control, which means the business license supports to assign, revoke, and manage end-users through Wondershare ID account.
We also offer Volume Discount, Flexible Payment Options, Flexible Deployment Options, and Enterprise User Management for customers who purchase Business License.
Here are some things you can try.
1.Make sure the purchase email address entered is correct.
2.Find the confirmation E-mail in the email trash.
3.Try to get the confirmation info with Order number or license email by this link: My Order and Retrieve Registration Code.
4.Contact the payment platform, maybe the payment has not been finished yet.
1. Click the Chat icon at the right-bottom of this page to contact.
2. Scroll down the page and click [Get Support] button to find customer support.
Our Support Team is online 7*24 hours. If we didn’t reply to you timely, it is highly possible that we are currently having backlogs. We will reply you immediately once we see your email.
If you are in an urgent case, please live chat with us to get an instant reply.
Wondershare values every single voice from our customers and welcome to contact our support team about the issue that you found. We highly appreciate all the help that you’ve done for us!
Please clear the cookies and give it another try. You can change to another browser. Google Chrome is recommended.
If it still doesn't work, please live chat with us to get an instant reply.
In order to figure out the issue for you ASAP, please try to describe your issue in detail and provide relevant information, such as but not limited to:
The quickest way to access the contact page is to click Contact US at the bottom of each Wondershare page.
Then you will see the three contact options and select Phone.
Note:
In addition, we provide 24 hours of live chat service. You may click the chatbot icon on the bottom right corner of the Support Page and enter "chat now", so you can also get fast help from our customer service representatives.
Please check if you are going to reinstall in the same operating system or not.
If the operating systems are the same, that is to say, from Win to Win or from Mac to Mac, then you can directly download the software into your new computer and then login with your ID.
If the operating systems are not the same, please note that we don’t support to switch the plan between different platforms. You’ll then need to purchase a new license to work in the new system.
Usually, this is caused by unstable or poor internet connection. Follow the troubleshooting steps below.
1. Make sure your internet connection is working properly.
2. Quit the installation, then right click on the installer and run it as Administrator.
Follow the step by step guide below to install the software.
1. Download the software to your computer.
2. Once it's downloaded successfully, you can find the installer (such as named drfone_setup_full3360.exe) on the Downloads list on your browser.
3. Click on the installer and click Install on the popup window to start the installation. You can also click Customize Install to change the installation path and language.
4. Then just follow the onscreen instruction to install.
1. Download the software to your Mac.
2. Double-click on the downloaded file. On the popup window, click on Agree to start the installation.
3. Drag the software icon to the Applications folder.
4. The process will take a few seconds and then the software is installed successfully.
If you need to reinstall the software on your computer, because the software is not working properly or any other reasons, just follow the instructions below.
1. Uninstall the software on your computer first.
2. Download the latest version of the software.
3. Click on the installer, or right-click on the installer to run it as Administrator to start to the installation.
In most cases, the download failure is due to network connection error. Please kindly check by following the below instructions:
1. Check the network connection, if it’s not correctly connected, try to switch your network;
2. Switch to another browser;
3. Try to download the software again.
Please follow the steps below:
Step 1: Visit Google Play.
Step 2: Type "Wondershare" in the search bar.
Step 3: Locate the desired program and click "Install."
Step 4: Alternatively, search the program name directly and click "Install."
Note: Wondershare Android mobile apps can only be downloaded from the Google Play Store.
Please follow the steps below to download the older version of the product you need:
Step 1 Please visit the Wondershare Help Center https://support.wondershare.com/ and click on "Find a Download" or "See More".
Step 2 Click "Get Started" under the "Download Product" module.
Step 3 Select the requested product, platform, and version under "Looking for an Older Product?" and download the corresponding installation package.
In some cases like software freezes or stops responding, Wondershare support engineers may request a dump file to fix the technical issue.
To get the process dump file:
1. Press Ctrl+Alt+Delete on the keyboard.
2. Select Task Manager.
3. If you are using:
4. Right-click the Wondershare software process for which you need to create a dump file. Select Create Dump File.
5. Wait until you get the notification on the successful creation of the file.
6. Copy the path to the dump file.
7. Click OK.
8. Press the Windows key + E combination on your keyboard.
9. Paste the copied path to the folder to the address line.
10. Press Enter on the keyboard.
No. You can’t use the license on a different platform due to the way that the software is coded for its specific platform.
However, if your order is still within 30 days from the payment date（7 days for Famisafe, Dr.Fone series, Data Recovery and Recoverit series), you can repurchase the correct platform software first and then contact Wondershare Support Team to get the refund for the wrong platform software.
For the Wondershare ID products (click here to understand whether it is a Wondershare ID product), you don’t need a registration code. Just sign in to your Wondershare ID in the program’s interface to get activated. Please use the email that you entered while purchasing the product.
Please find and click “Reset Your Password” on the software interface to retrieve it if your Wondershare ID is unfortunately forgotten.
For other software which need to log in with registration code, please click the link here to retrieve the registration code.
Click here to understand whether your product should be activated by a registration code or Wondershare ID.
Please click here to know if your software should be registered with WSID or a registration code.
For Registration Code products:
You can activate it with your license email and registration code directly. Need to retrieve code.
Also, please make sure that you use the correct license on the correct software.
For WSID products:
You can try to activate it with Wondershare ID.
If you don’t have a Wondershare ID,
1. Create a Wondershare ID with your license email.
2. Log in to Account Center, and find Redeem. Copy your registration code (Need to retrieve code) into redeem authority.
3. Then activate your software with the Wondershare ID just created.
Note: If you purchase the product from PurchMarketPlace, Amazon, Stacksocial, etc, the license email may not be your own email address, please double-check the information offered by them.
If you still have trouble activating our software, feel free to contact support for more help. It would be helpful if you could provide your order/payment details to locate your correct order and send a screenshot of the login error.
Click here to understand whether your software should be activated with Wondershare ID or a registration code.
1. Click the Login button in the main interface. (Note: the screenshots here are from Wondershare Filmora, but the process is the same for other WSID products.)
2. Input your licensed email and then click Next.
3. Enter your password and then click Sign in.
4. You are now successfully logged in!
1. Click Buy or Register or Login button in your main interface.
2. In the Register page, input your Licensed e-mail and Registration code and then click Register.
3. You are now successfully registered.
Here are some possible reasons.
1. If you have just purchased the software, it’s possible that you haven’t logged in yet. You need to activate program with your Wondershare ID (which consists of your license email and password), so please firstly check if you have logged into the software.
2. If you have logged in but still shows as free trial, it ‘s possible that you logged in before making the purchase, so your account had been recognized as a free trial and haven’t updated yet. In this case, please log out your account and then log back in again.
3. If you have logged in the product for a period of time, your account will be logged out by default after some days, normally it’s 30 days, so please check if your account has been logged out by system.
4. Your account might have been expired, please check the expiration date of your subscription plan.
5. Check if you have purchased the correct platform and correct product.
If you buy a Perpetual License you will get lifetime access to the version of the software you purchased the license for, including updates. However, this plan does not include future versions of the software. Should a new version be released, you would need to purchase a new plan to access it.
Click here to understand the License Policy.
It depends on if you use the software frequently.
For account security purposes, our system set the maximum validity period of the login status for Wondershare ID (WSID) as 30 days. That means if you do not launch the program for more than 30 days, you will be asked to re-enter the account password when logging in again.
If you forget your password, you may reset it via this link:
https://accounts.wondershare.com/web/reset-new
Actually, we also encourage you to use our software more frequently since we will release updates every two weeks or more often to make the program more user-friendly. Or even if you do not want to use it, you may just open it once before it reaches 30 days so you won't be asked to log in time and time again. Seek your kind understanding.
Users occasionally run into issues with logging into the Support Center on their iOS device or when using Safari. This is caused by the Prevent cross-site tracking setting, which blocks certain types of data from being preserved during the login redirection. Native authentication relies on cross-site tracking, so it needs to be disabled for users to be able to log in using Safari.
This setting is enabled by default and users need to manually disable it to fix the issue. To disable this setting, please follow the instructions to solve it.
If you don't have a Wondershare ID, you can create one by following these steps:
Step 1: Go to the registration page here.
Step 2: Input your email address, password, your name, and then click Create Account.
Step 3: A verification code has been sent to your inbox. Find the code and enter it in the box, click Verify.
Step 4: You are now successfully created your Wondershare account!
Step 1: Log in Wondershare Account Center with your Wondershare ID.
Step 2: Click Account Center to view your account information, and click the Profile button in the sidebar.
Step 3: Then, you can change your avatar, nickname, birthday, address, etc. Kindly remember to click the Submit button.
Retrieve your password
If you forgot your password or get the error message “User name or password error”, you can retrieve your password with your Wondershare ID.
In the login page, click Forgot your password.
In the Forgot password window, enter the email address associated with your Wondershare ID and click Send Code. Enter the verification code you receive. Then, enter your new password twice to confirm and click Reset and Login.
Reset your password
To ensure the security of your account, it’s a good idea to periodically change your password. Here’s how to do it:
1. Sign in to your account center,
2. Under Account, click Security & Password
3. Input your current password and your new password, and then click Change Password
4. Your password has now been successfully changed!
Wondershare ID is an account created on Wondershare website to manage the products which you purchased with Wondershare.
You can check the order details, activate newly purchased products; keep tracking the activation status of your product in your account, etc.
Don't have a Wondershare ID account?
Wondershare ID belongs to Wondershare account system. Your Wondershare ID is the account you use to log in and activate your software. Currently, it supports most the Wondershare products. Click here to see whether your product still needs a registration code or not.
You can use it to manage your account, your devices, and more. It is your ticket to a secure and personalized experience with all Wondershare products and services.
It means that you already have Wondershare ID.
You can log in Wondershare ID account with your email and password. If you forget the password, you can click the Retrieve or Reset Your Password to reset it.
If you'd like to delete your Wondershare account and personal information completely, please contact our support team for assistance.
You can scroll down to the bottom of the Newsletter email, click Unsubscribe button.
If you still cannot get it unsubscribed, please contact with Wondershare support team
Subscription Terms
Subject to applicable law, your subscription begins as soon as your initial order is placed. If you have an e.g., weekly, monthly, quarterly, or annually (as applicable)) the prepaid contract you will be charged the rate stated at the time of purchase, plus applicable taxes. By purchasing a subscription you authorize us to store your payment method(s) and to automatically charge your payment method(s) every month, quarter, or year until you cancel. You also authorize Wondershare to process the recurring payment for the subscription period. Subscription fees are generally billed or charged in advance of the applicable subscription period. If any payment is returned unpaid or if any credit card or similar transaction is rejected or denied, Wondershare or its service providers reserve the right to collect any applicable return item, rejection, or other fees as permitted by applicable law. We may change your plan’s rate at any time. We will notify you of any rate change and give you the option to cancel. If the applicable VAT or GST rate (or other included tax or duty) changes, we will accordingly adjust the tax-inclusive price on your next billing date. Wondershare will charge your selected payment method (such as your credit card, debit card, gift card/code, or other available methods) for any paid Transactions, including any applicable taxes every month/quarter/year until the subscription is terminated by you or by Wondershare or otherwise in accordance with its terms.
Cancellation Terms
You can cancel your subscription any time via the Wondershare Account page or by contacting the Wondershare Support Team. For orders that are placed via third parties, such as GooglePlay and AppStore, you may need to cancel your subscription or request a refund from Apple Support, or Google Support. If you have purchased the orders from other third parties that have not to be mentioned above, please contact your supplier/seller or the platform to cancel the subscription.
Once the subscription is renewed, the subscribed orders could be refunded under the following situations only.
1. You have purchased another product or license from Wondershare.
2. The product you purchased has (a) terminal technical issues, which can’t be solved within 7/30 days.
Occasionally, we may change these Subscription and Cancellation terms. Your continuous subscription constitutes an acceptance of, and a promise to comply with, all the terms and conditions in these “Subscription and Cancellation terms” including any updates.
Step 1 Log in to your account center.
https://accounts.wondershare.com/web/login
Step 2 Go to Account -> Profile and click Change E-mail.
Step 3 For security purposes, you need to verify you are the account owner first.
Step 4 To make sure your new email is valid, you also need to verify it.
Complete!
Note:
1. Verification code is valid for one hour. Kindly double-check the inbox or spam box to find it. Or you can resend it 60 Seconds later.
2. If your new email has been registered as Wondershare account already, the system will pop up a tip saying that the change cannot be done. But you can contact Customer Service to change your account email manually in such cases or when you encounter other difficulties.
3. You can change your account email only one time every 30 days.
You will be able to find the order history by following the instructions below.
For programs which can log in with Wondershare ID, you can find your order information on Wondershare Account Center.
Usually, after you make the purchase, our system will send you an email which contains your account and password. If you don’t have this email, you can click “Forgot Password to reset your password". After you sign in to Wondershare Account Center, you will be able to check your order details.
1. Login Wondershare account center
https://accounts.wondershare.com/web/login
2. Click Manage Team from the left menu, then select the team license and click Manage Team.
3. You will see your license email will occupy one user as default. This account role is the Owner, which has the highest management rights of this team license.
4. To assign the team license to others, please click Add USER and enter your team member’s email and select its role as User or Admin.
If it is set as Admin, it can also be used to assign the license to others after being used to log in Wondershare account center.
5. If it is a newly added user, our system will pop up a window for you to Create User first. Just enter the info needed to finish this step.
The password you set will be this user's Wondershare account password, which can be used to log in to the program later. The team members can also reset their own passwords via the link below after being added.
https://accounts.wondershare.com/web/reset?account_type
6. Next, kindly select a business license plan that you want to add this user to and click Submit.
7. Complete! A user has been added to your team and is eligible to use the program by logging in with their email account.
Tips:
1. The owner has the right to edit and remove the admin and user’s licenses. The admin does not have the right to edit and remove the owner’s license.
2. Edit user option enables you to remove the license from this user by unchecking the current plan. But the user’s info will be kept in case you may need to assign the team license to this user again. Remove user option will delete this user’s info completely.
(Note: To demonstrate the process clearly, we did not hide the email in the picture but it is not from any actual user.)
Yes. You can. As you know, the owner of the team license will occupy a user as default. If you as the owner do not need to use the license, you may click Edit and then Uncheck the plan and click Submit. It will release a usable user and you may assign this license to another user of your team.
(Note: To demonstrate the process clearly, we did not hide the email in the picture but it is not from any actual user.)
No. For example, if you bought a team license of 5 users, and later you bought another team license of 5 users for the same product. Then the available users will be added to the same owner. It won’t generate two owners. But the team license can be assigned up to 10 users.
If your old email is still a valid one, just you did not receive the verification code, we suggest you check if you entered the old email correctly. And kindly double-check your old email spam/ads box and try sending the verification code again to see if you can receive it.
If this does not help or if your old email cannot be accessible at all, please contact Customer Service and provide your old email and new email. Please also provide a screenshot of your old order/payment/invoice if possible so we can verify you are the owner of the old account. Appreciate your understanding.
We understand that you may want to have control over your account and be able to delete it by yourself at any time. However, for security and privacy reasons, we require customers to contact our Customer Service Representatives to initiate the account deletion process.
This allows us to verify the authenticity of the account deletion request, provide guidance or alternatives if necessary, and address any concerns or questions you may have along the way.
We value the opportunity to assist you and ensure a smooth transition during the account deletion process. You can click support team to contact us for assistance.
Since you used the third-party social media account directly to place the order without creating a Wondershare account, the authorization can not be found under your contact email address. You can follow the steps:
Step 1 Log in to Wondershare Account Center
Step 2 Click Profile on the left side.
Step 3 Input the email address and then click submit to link the WSID with the licensed email. Then try to log in to the product again.
Note: Please contact Wondershare Customer Service if there is still another issue.
We provide business discounts for volume business corporations.
Please tell us your needs in more detail by contacting us directly. Our sales representative will contact you within 24 hours.
Please fill the form here to contact our sales.
For most Wondershare products, students can enjoy a special student discount.
If you are a student, you can just go to the product's specific price page and click the Education tab. Then you will see the student discount price. If you are a teacher, you can also apply for an educator discount.
For example, below is the price page of Filmora(Windows version). After selecting Education, you can check the student discount price.
https://filmora.wondershare.com/store/buy-education.html?sysparam=win
Note: You will have to log in to Student Beans and follow the instructions Student Beans provides to verify your student identity first in order to use the student discount. If you have trouble verifying your student identity, please click here to contact us for more help.
Sure you can! All of Wondershare software offers a free trial version, so you can 'test-drive' before deciding to purchase. But please note that these trial versions may have functional limitation, or a watermark appearing on the finished project, but they won't prevent you from testing the main function of the product. Hope these help you to make an informed purchase decision and avoid buying the wrong product against your needs.
Wondershare charges indirect taxes for the countries and regions of European Union, United Kingdom, Australia, Japan, and Quebec.
From January 1st, 2015, Value-Added Tax (VAT) has been applied to electronic services sold to consumers in the EU and United Kingdom.
From July 1st, 2017, Goods and Services Tax (GST) has been applied to cross-border supplies of imported services and digital products sold to Australian consumers.
Japan Updates of Consumption Tax in 2015 regarding Cross-border supplies of electronic services.
http://www.nta.go.jp/english/taxes/consumption_tax/cross-kokugai-en.pdf
From January 1st, 2019, Québec sales tax (QST) has been applied to E-commerce for suppliers outside Quebec.
https://www.revenuquebec.ca/en/press-room/tax-news/details/162180/2019-01-21/
Wondershare charges VAT for European Union countries, United Kingdom, Australia, and Japan.
- Please refer to the latest changes in laws and regulations on the European Commission's official site. Starting January 1, 2017, European Union tax law changes apply to non-resident sellers of electronic services or digitally downloadable products/services.
- And the latest changes in laws and regulations on Australia. Starting July 1, 2017, a new law applying GST to international sales of services and digital products applied in Australia.
- And the changes in laws and regulations back in 2015 in Japan.
http://www.nta.go.jp/foreign_language/consumption_tax/cross-kokugai-en.pdf
In order to be compliant with these legal requirements, Wondershare will start to collect a Value Added Tax (VAT) for all sales to shoppers in these areas. We collect the VAT rate of each individual country then remit the collected tax to the proper tax authority.
And please note that Wondershare now has legal VAT IDs registered in these countries and regions. Going forward, any transaction in EU/ United Kingdom/ Japan/ Australia will be charged VAT regardless of exemption status. Unfortunately, we are unable to refund VAT from an order that has already been processed. You will need to obtain a VAT refund through your tax authority.
It may be the renewed order for the software you bought before. As you did not cancel the auto-renewal service or failed to cancel it, you would get charged again.
Please send the order number from the invoice and license email to our Support Team . If the payment went through PayPal, please send your PayPal transaction ID and PayPal email address to our support team. If you were charged via credit card, please send the following information to our support team:
1. Full name of card holder:
2. Payment date:
3. The first 6 digits of your credit card:
4. The last 4 digits of your credit card:
5. The screenshot of card statement:
Our support team will look into the charge for you.
Please follow the steps below if the order is placed on our official website:
Step 1
Go to your Account Center -> My Subscription -> Under the subscription which needs to be changed, click Manage Payment
Note:
Step 2
Input your new credit card information and then click Save.
Note:
The change will take effect in your current order only, it has no impact on other orders. If you have other subscriptions that you want to change the payment method, you will need to change that in this way one by one.
If you are interested in the Team & Business license, click here to talk to our sales for the discount.
If you are interested in the Education license, please log into your Student Beans Account to enjoy the discount.
If you are interested in the Individual license, please check our official website or social media to see whether we are offering discounts.
To make the coupon code work, there are 2 conditions to be met:
1) It is still valid;
2)It has been applied to the correct product.
So please check the code you have meet both conditions. If you have confirmed both that a) the code is still valid; b) it has been applied to the correct product but still you can’t enjoy the discount, please contact Support Team for further help.
You might find the price is higher after adding the product to the cart.
1) Please check if you have other software in the cart. If this is the case, clear up all other software which you don’t need.
2) Please check if the currency has been changed to your locale in the payment page. The price is showed in USD by default in the official website, however in the payment page, it will be adjusted to your local currency by default.
3) If your IP address is in EU, AU, JP and UK, there will be a VAT charge.
*If none of the above solves your issues, please contact Support Team for further assistance.
Download Insurance Service is an additional service that protects your shopping cart downloads.
With Download Insurance Service, you’ll be able to re-download the installation files of the purchased software anytime within two years from the purchase date. Here’s how you can re-download your programs:
- Go to the link sent on your Download Insurance Service letter
- Type in the email address you used to complete the purchase and press Send
- You will receive an email containing a download link and activation key for your product(s).
If you don't want the Download Insurance, you can remove it from the shopping cart by clicking on the Trash button.
It maybe the cookies that caused such problem.
1. Clear your cookies and then add the product to cart to see whether promotion is applied;
2. If you still can’t apply the promotion code, try to use another browser;
3. If the issue still unresolved, please contact support team for help.
Wondershare accepts online payments such as PayPal, Credit card, Local Payment, Wepay, Alipay, linepay, Debit card, and Klarna etc. Accepted payments may differ according to different countries/regions.
If you are interested in the exact accepted payment methods, in your shopping cart, you can first select your Country/Region, and then the supported methods will be listed above.
When you select Germany/Austria/Netherlands/Finland as your country in your shopping cart, you can choose the payment method Klarna which supports you to pay later in 30 days without an extra fee and pay now via Direct debit /Direct bank transfer.
If you want to know more about Klarna, please visit Klarna website:
https://www.klarna.com/
If you have further questions about Klarna, please visit:
https://www.klarna.com/international/customer-service/
You can learn more about Klarna Privacy policy by visiting the website:
https://www.klarna.com/international/privacy-policy/
Please follow the steps below if the order is placed on App Store:
Step 1 Open the Settings app on your iPhone/iPad/iPod.
Step 2 Tap your name, then tap iTunes & App Store.
Step 3 Tap your Apple ID (which is usually your email address), then tap View Apple ID. You might be asked to sign in.
Step 4 Tap Manage Payments. (If you're using an older version of iOS, tap Payment Information.) Then add, update, reorder, or remove your payment methods.
Please follow the steps below if the order is placed on the Google Play Store:
Step 1 Open the Google Play Store Google Play on your Android phone or tablet and sign in with the correct Google Account.
Step 2 Clicks Menu > Subscriptions to find the subscription you need to change.
Step 3 Clicks Update and follow the instructions to amend the payment method.
No. One license does not run both Windows and Mac platforms no matter it is a single-user or multi-user license.
You can cancel your trial or individual plan (purchased from Wondershare) through your Account Center page. Please follow the steps below to have your subscription canceled.
Note:
1. If you purchased from Google Play/ App Store, you may need to contact Google / Apple directly.
2. If you are Indian users who bought the subscription by UPI payment methods, you have to cancel the subscription at least 24 hours ahead of the expiration time of your current subscription according to the UPI payment platform rules.
Step 1. Log into your Wondershare Account Center.
Step 2. Under Plan & Products, select Manage Subscription. And then under the plan that you'd like to cancel, click Manage Plan.
Step3. Click Cancel Subscription.
Step 4. Click Continue
Step 5. Choose the reason for cancellation, and then select Continue.
Step 6. Consider these available offers... if you don’t want please select "Continue".
Step 7. Review cancellation details, then select "Confirm".
Step 8. Select "Done", now your subscription is canceled.
If a wrong software was unfortunately purchased and it is still within 30 days (7 days for Data management products and Famisafe product) from the day when the order was placed, please repurchase the correct software and contact Wondershare Support Team with information listed below, we’ll be happy to issue the refund for the wrong product.
You can resume your subscription from the Pause status in this way:
Step 1. Log in your Wondershare account center:
https://accounts.wondershare.com/web/login
Step 2. Select My Subscription, find the paused subscription, and you will see a Resume option. You can click it to resume it so your subscription will be renewed automatically again. Here is a picture for your reference:
In the process of canceling your subscription in the Wondershare account center yourself, you may see a step as the picture below shows: Pause subscription renewal.
When would you need this? Sometimes you may not want to renew the subscription immediately after it is expired, but you may still want to renew it later with the previous price you got. And this option can help you postpone the billing time of the next renewal order. In this way, you can better enjoy the good price you had before when you need it.
Kindly check if you paid by the UPI payment methods and when you have the subscription canceled exactly first. (UPI payment methods is mainly available for India users as the picture below shows.)
If you indeed used UPI, please note UPI's logic of the renewal payment deduction is a little bit special. It will charge the renewal payment within 24 hours before the current subscription is expired. This will bring a problem which is that if you did not cancel the subscription 24 hours in advance than the order's expiration time, the cancellation will not take effect for this latest renewal order immediately, but only work for the next one. As a result, you might be still charged one more time for the renewal order even if the system shows your subscription has been canceled successfully.
For example, if your current subscription is about to expire on 2022.9.1, 20:00 PM, then UPI will deduct the renewal payment from 2022.8.31, 20:00 PM to 2022.9.1, 20:00 PM. You need to make sure you canceled the subscription before 2022.8.31, 20:00 PM. If you cancel it during 2022.8.31, 20:00 PM - 2022.9.1, 20:00 PM, you will still be charged one more time for the current latest renewal order, but there will be no more charges after this.
If you are sure you canceled it one whole day in advance or if you are not using the UPI payment method but have also encountered this issue, please contact customer service for more help.
Please firstly check whether you purchased the product through App Store/ Google Play or Wondershare official website.
- If the order was placed through App Store/ Google Play, please request for invoice through Apple & Google directly.
Here are some instructions that might help you:
- For Wondershare.com orders, please follow these instructions to get or modify your invoice.
Step1: Sign into Wondershare Account Center with your Wondershare ID and password.
Step2: Under My Order, click Order History.
Step3: Beside the order you'd like to request for the invoice, click Get Invoice.
Step4: Input your name, address and VAT number (Note: Address and VAT number are optional), and then click Submit.
Step5: The invoice will be sent to your licensed email address within 1 hour. If the invoice is not received, it might be in the spam folder or got blocked by the email server. Please check it in the spam folder.
If you would like to check your order history, follow these steps.
Step 1. Log into to your Wondershare Account Center.
Step 2. In your Wondershare Account Center, click Order History under My Order.
Step 3. All your Wondershare orders will be displayed here!
If you purchased the wrong platform, you will need to purchase the right platform additionally because the licenses cannot use across the platform.
For example, if you intend to purchase the Filmora for Mac but purchase the Windows version instead, you will need to purchase the right Mac version additionally.
Wondershare will refund the extra orders for you if the situation meets the refund policy.
You can check the Refund Policy to learn more.
The minor updates refer to the small updates within one version, like an update from version 7.1.X to version 7.3.X.
The major upgrades refer to the big upgrade of the software, normally the first number of the version number will change, like from version 7.1.X to version 8.1.X.
Note:
Below is the refund processing time for different payment methods, however, the funds could take longer to show on your account depending on the payment method used. Bank transfer refunds may only be made to accounts held at institutions from Spain or Mexico. We will not issue international transfers, since this payment method is only available in these two countries. If the customer wishes, and accepts the transfer fees, an account from a different country may be selected; however, we will only be able to transfer the funds to an account in Spain or Mexico. We recommend selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.
|
Payment Method |
Refund processing time |
Notes |
|
|
PayPal |
Balance |
Real-time, at least within 24H |
1. The refund processing time means the amount of time it takes for a payment to post to your credit card/debit card account after refund issued. |
|
Credit card |
3-45 Days |
||
|
Credit card |
7-30 Days |
||
|
Local payment (e.g. Sofortbanking) |
3-5 Days |
2. If you are using a Visa or MasterCard, the refund processing time depends on your issuing bank. Normally it will take 7-30 days. If you still don't receive the refund after 30 days, please contact our support team. We will track it down for you. |
|
|
Wepay |
Balance |
Real-time, at least within 24H |
|
|
Debit card/Credit card |
1-7 Days/1-15days |
||
|
Alipay |
Balance |
Real-time, at least within 24H |
|
|
Debit card/Credit card |
1-7 Days |
||
|
linepay |
Real-time, at least within 24H |
||
|
Japanese Convenience Store |
3-7 Days |
||
|
Bank transfer |
3-7 Days |
||
|
Payment Method |
Supported Countries |
Payment Type |
Refund |
|
Multibanco |
Portugal |
Bank Transfer, Cash Based |
Not supported |
|
DOKU |
Indonesia |
E-wallet |
Not supported |
|
Globe Gcash |
Philippine |
E-wallet |
Not supported |
|
Neosurf |
France |
Prepaid Card |
Not supported |
|
Toss |
South Korea |
E-wallet |
Supported |
|
ebanking |
Online Banking |
Supported |
|
|
Local Credit card |
local credit cards |
Supported |
|
|
Paytm |
India |
E-wallet |
Supported |
|
Giropay |
Germany |
Online Banking |
Supported |
|
Bancontact/ |
Belgium |
Card/Cash Based |
Supported |
|
Mistercash |
|||
|
Mybank |
Italy |
Bank Transfer |
Supported |
|
Onecard |
United Arab Emirates, Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Morocco, Oman, Qatar, Saudi Arabia, Tunisia, Palestine, and Yemen. |
E-wallet |
Supported |
Please contact to our Support Team to troubleshoot the issue.
If the issue is confirmed to be unresolvable, a refund will be arranged under the Money-Back Guarantee period.
Please refer to our Refund Policy.
Here is what to do:
1. Confirm with your bank to check the refund status;
2. If still no refund has been issued to your account, contact Wondershare Support Team for further assistance.
Before contacting Wondershare to request a refund you may need to check whether your order is eligible for a refund.
The following products are not eligible for return:
- The license of the purchase is expired, which means the purchase has exceeded the product's specified period. Besides, for a few products that are sold by credits(eg.PixCut), hours(eg.Filmora's Speech To Text (STT) function), or characters(Filmora's Text-to-Speech function), the credits, hours, or characters have been used up though the subscription expiration date was not reached; Or the subscription is expired but the credits, hours or characters has not been used up.
- The purchase has exceeded 30 days from the initial payment date. The following products are subject to a 7-day money-back: Famisafe, MobileTrans, Dr.Fone series, Data Recovery and Recoverit series due to instantaneity nature of recovering data.
- The product suggestion can’t be met. Wondershare encourages you to read the product description and try the free trial version before making the final purchase decision.
- An unauthorized payment was made due to credit card fraud or other reasons. Wondershare recommends you contact the card issuer if there is any suspicion of fraud or unauthorized payment. As Wondershare cooperates with an independent payment platform, it's impossible to monitor authorization during payment.
- The confirmation email was not received within one hour. Ordinarily, once an order has been validated, Wondershare's system will automatically send a confirmation email within 1 hour. However, sometimes the arrival of this email can be delayed due to internet or system glitches, email spam settings, email typo, etc. In this case, you should contact the Wondershare Support Team.
- Purchase of a wrong product, which has already been followed by the purchase of the correct product from another company.
- Wondershare Product price differences between different regions.
- A refund request for part of a bundle. Wondershare cooperates with a third-party payment platform that does not support any partial refund within an order; whereas, Wondershare may refund the whole bundle after you’ve purchased the correct product separately within the purchased bundle's guarantee period.
- A 'change of mind' after purchase.
- A refund request for the renewal order with personal reasons like "I don't know it was renewed" or "I don't need it anymore". A notification email would be sent to you 14 and 7 days ahead of the deduction date. The auto subscription can be canceled at anytime before the deduction time.
- A refund request due to technical issue, with the customer refusing to cooperate with the Wondershare Support Team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Wondershare Support Team.
- Products purchased from individuals, resellers, or online auction sites (such as eBay, Amazon Marketplace).
- Any Wondershare product purchased from any seller other than Wondershare may only be returned to your seller from which the product was purchased, in accordance with that seller's return policy, if any.
However, Wondershare welcomes you to submit a refund application in any of the following situations.
- Purchase of Extended Download Service (EDS), Registration Backup Service (RBS), or Download Insurance Service outside of product purchase, without knowing that they can be removed.
- Purchased of a wrong product but you then placed the correct order from Wondershare.
- Purchase of the same product twice or purchase of two products with similar functions.
- You don’t receive the confirmation email within 24 hours of purchase, failed to get it after contacting the Wondershare Support Team, and have not received a timely response (within 24 hours) from the Wondershare Support Team after making contact.
- Software purchased has terminal technical problems, and no solution has been provided within 30 days. Wondershare will refund the purchase price if you don't want to wait for a future upgrade.
Once a refund is issued, the corresponding license will be deactivated. You must uninstall the software and remove it from your computer.
Please refer to our Refund Policy.
A confirmation email including license information will be sent to you after payment. If you have not received the email, it probably has gone to your spam folder. Please firstly check your junk mail to see whether there is one.
If no confirmation email in the junk mail either, it is possible that the wrong email has been input when placing the order. Please Contact Support Team for assistance with the information prepared:
If you purchase the single-user license, the software is able to be run on one computer only. If you have a desktop PC and a laptop, you can still install the software on both computers, just only run it on one at a time. Please note our license policy as below:
Installation of the program purchased under a Single-User Personal License is restricted to one single personal computer owned by or under control of the licensee plus one additional computer also owned by the licensee, e.g.: One computer at home and another at work, or a desktop at home and a laptop at home. However, at any given time only one copy of the purchased programs may be in use.
Note: With the Single User license, if it has been used repeatedly for more than 5 times, the program will pop up the message We noticed that your registration code has been activated repeatedly. Currently, you can still use it. Please check the security of your information. We will disable it when it exceeds the usage limitation. If you need to use the product on more than two computers, please contact us to upgrade your license to a Multi-user license.
When purchasing a software license from Wondershare, you are purchasing a license to use the software under specific terms and conditions. We want licensed users to get the most from all our software, this means you have the flexibility to use the software on your business computer, your laptop, and even your home computer depending on what kind of license you purchase.
Generally, we have perpetual license, monthly license, quarterly license, yearly license, however, different products might have limited license types due to product characteristics and other reasons. You are allowed to purchase the license you could see from the website, for example, if you see annual, perpetual license on the official website only, it means you can purchase these two license types exclusively.
If you buy a Perpetual License you will get lifetime access to the version of the software you purchased the license for, including updates. However, this plan does not include future versions of the software. Should a new major version be released, you would need to purchase a new plan to access it.
If you purchased a monthly license, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a monthly license, it means you pay a monthly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchased a Quarterly License, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a Quarterly License, it means you pay a Quarterly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchased a Yearly License, you can free upgrade before the subscription ends while for the perpetual license you will need to pay for the next major version. If you purchase a Yearly License, it means you pay a Yearly recurring subscription fee in order to access the product based on your subscription term. You will lose access to the product if you stop paying the subscription and are paying for ongoing support and software updates after current the subscription ends.
If you purchase a Personal License, it means you’re paying for a Single-User Personal License. Installation of the product purchased under Personal License is restricted to one single personal computer owned by or under control of the license. No matter the reason, if the software has been registered more than 5 times, you will get the warning every time you use the software. Even if the software was registered on the same computer each time, in order to continue using the software a new license needs to be purchased.
The academic license could be purchased only when you’re a student or a teacher in official institution or school. The student identity verification service is supported by Student Beans, which are required to log in to Student Beans and follow the verification instructions Student Beans provides. In order to qualify for the student discount, your status as a student must be verified by the Student Beans.
All licenses purchased with a student discount are for personal use only and cannot be used commercially. The student discount is linked to your Wondershare account and cannot be transferred, sold, or exchanged for cash.
The Business License has the same license functions as the individual plan, but the included value-added services may vary. For specific differences, please refer to the purchase link. What's more, with business plan you will get the following privilege when comparing to other types of license.
Permission for Company Use, which means the company use includes any use by a business both internal (i.e. training, presentations, and internal communication) and external (i.e. marketing, promotions, and advertising). This also includes the project/video that are the product or service being offered (i.e. editing videos for paying clients).
No Attribution Required, you won’t have to include a statement that your video/file/project is made in Wondershare product when using it for a commercial use.Multi-User Control, which means the business license supports to assign, revoke, and manage end-users through Wondershare ID account.
We also offer Volume Discount, Flexible Payment Options, Flexible Deployment Options, and Enterprise User Management for customers who purchase Business License.
Here are some things you can try.
1.Make sure the purchase email address entered is correct.
2.Find the confirmation E-mail in the email trash.
3.Try to get the confirmation info with Order number or license email by this link: My Order and Retrieve Registration Code.
4.Contact the payment platform, maybe the payment has not been finished yet.
1. Click the Chat icon at the right-bottom of this page to contact.
2. Scroll down the page and click [Get Support] button to find customer support.
Our Support Team is online 7*24 hours. If we didn’t reply to you timely, it is highly possible that we are currently having backlogs. We will reply you immediately once we see your email.
If you are in an urgent case, please live chat with us to get an instant reply.
Wondershare values every single voice from our customers and welcome to contact our support team about the issue that you found. We highly appreciate all the help that you’ve done for us!
Please clear the cookies and give it another try. You can change to another browser. Google Chrome is recommended.
If it still doesn't work, please live chat with us to get an instant reply.
In order to figure out the issue for you ASAP, please try to describe your issue in detail and provide relevant information, such as but not limited to:
The quickest way to access the contact page is to click Contact US at the bottom of each Wondershare page.
Then you will see the three contact options and select Phone.
Note:
In addition, we provide 24 hours of live chat service. You may click the chatbot icon on the bottom right corner of the Support Page and enter "chat now", so you can also get fast help from our customer service representatives.