FAQ: Buying, licenses and delivery

I lost my license, can you please resend it to me?

If you have lost or forgot your license key, you can request a new one using our automatic Key Request Form.

When can I expect my barcode scanner or CD to arrive?

We ship to destinations worldwide from our warehouse in Portland, Oregon (USA). The actual delivery times vary, and can be found in the table below.

How can I download a previous version of my software?

Older versions can be downloaded on the Old Version Download Page

I have a new email address, how can I let you know?

There is a link at the bottom of every Collectorz.com email, that says "Click here to unsubscribe or change your email address".

Click on that link and you will be taken to a form where you can update your address.

If you don't have a recent Collectorz.com email or if you have any problems, please contact us here, stating both your old and your new email address.

My license key doesn't work, now what?

If you want to activate the software with the license but fail to do so, there can be a few reasons why.

• First please make sure that you have entered the license name and key exactly as given in your license message. With the same spacing and upper/lower-case. So if for example your license name is "J. Doe", then typing "J.Doe" won't work, neither will "j. doe" or "John Doe". Make sure you enter the key exactly, including all 12 digits. Also check if there are any spaces before or after the name or key (this happens sometimes when copying and pasting).

• At the risk of stating the obvious here but check that you are entering the license name in the box labeled "License Name" and the key in the box labeled "License Key" and not the other way around.

• Do you have a correct license key for the program you are trying to unlock? Each Collectorz.com program needs a different key, e.g. a Music Collector license key will only work for Music Collector, NOT on the other Collectorz.com programs.

• Do you own a license for the version of the software you are using it on? A version 4 license for Movie Collector will not work on version 5.

• The license is for a specific program and for either Mac or Windows. For example, a Music Collector license will not work on Movie Collector. A Mac license will not work on a PC. Please make sure to check your program name, version number and platform.
  In your order confirmation email you'll find that information behind the program title .
  If you have received a license for the wrong program, just contact us and we will change it and send you the correct license.
  No need to re-order.

• When you click the Check button in the license screen, the program connects to the Collectorz.com server on the internet. If it doesn't succeed in connecting, the key will not be validated.
  Check our FAQ about connection problems.

If you have tried the above solutions and still experience difficulty validating your software then please contact us and we can assist you further.

If you do need to contact us regarding your license, please ensure to include a detailed description of the error message and the e-mail address that you registered with.

What's the difference between the Standard and the Pro edition?

You'll find an overview of features in the Standard and Pro edition on our Feature Comparison page.

Please note that the trial edition is the Pro version.

I order with a German bank transfer, what numbers do I use?

When ordering using a German bank transfer you'll need 3 numbers.

• 1576278018 is the kontonumber
• 50230400 is the bankleitzahl
• The third number is the unique order number. This needs to be written in the narrative of the bank transfer.

Please note that a transfer takes 5-7 business days to get processed.
Ordering using PayPal or a credit card is instant, you'll receive your software license within minutes of your order.

What is your license policy?

Your license is valid for the version of the product available at the time of purchase, for a specific edition (Standard or Pro) and a specific operating system (Windows or Mac). Your license will remain valid for minor feature updates and bugfixes. Major upgrades require a new license, that owners of a previous version can purchase at a substantial discount.
A major upgrade is defined as having a new major version number, e.g. from version 4.11.3 to 5.0.1

Upgrading to a major new version is not obligatory; the latest release of the previous major version will remain available for download. Your database will remain available in a format readable by that version.

How do I upgrade to the newest version?

It is really easy to upgrade to a new major version. For example, you want to upgrade from Movie Collector 5 to Movie Collector 6.
All you need to do is get a new license and download the update.
Your existing database will be directly available in the new version.

Here are three easy steps to moving to a major new version.

1. First, purchase your upgrade license key.
Existing customers can upgrade with 50% discount. Please use this link for your upgrade order. To receive the upgrade for the discounted price you'll need to enter your current license key in the box in the top right corner.
You can find your current license in menu Help | Your License Info in your copy of our software. It's a 12-digit number.
Or use the special link from the email message we have sent you with your upgrade offer, this has your current license key already included.

Check the personal information and the email address and order your upgrade.
In a few minutes, you will receive the new license key by email.

2. Then, upgrade your software to the most recent version.
Start your existing copy of the Collectorz.com software and choose Help | Check for Update from the menu, then follow the instructions.
This will install the newest version and then start it automatically.

3. Enter your new license in the updated software.
When the new version starts, it will popup a screen that says "License key for older version detected".
In that screen, click the 'Enter License Key' button and enter your new license information.

You're now running the latest version and your existing database is directly available.

I have the Standard edition, how can I upgrade to PRO?

Here's how you can upgrade to the PRO edition:

• Start your Standard edition program
• Choose 'Help' > 'Your License Info' from the menu
• In the screen that appears, click the Buy Pro Upgrade button.
• Place your order in our shop.
• After you have received your new key, go to 'Help' > 'Your License Info' again.
• Click the Clear button.
• Now enter your new license name and key and click Check

The cost for upgrading from Standard to PRO is just the difference in price between the two.

How do I order multiple licenses of the same product?

If you are interested in purchasing multiple licenses of a product, please go to the volume licensing order form.

How do I order as a gift?

When ordering just enter your own name and email address. The license key will be generated on your name. All information will be sent to your email address.
After ordering, contact us and we will manually change the license name to the receiver's name. Don't forget to include this name in your message to us.
If you want to ship scanners or other physical items directly to the receiver, enter this as the delivery address.

Do you charge extra for credit card orders?

We do not have any hidden or extra charges if you order by credit card, but your card company might.
Collectorz.com is based in Amsterdam, the Netherlands, and some credit card companies charge additional fees for international orders. If you have any concerns we recommend that you check with your credit card company before ordering.

I upgraded but still see the old version number. Why?

That sounds like you are still running the old version. This can happen because of several reasons:

Using Windows

• Maybe the program was still running while you ran the installer of the new version? If so, then the installer has not been able to update the program. Make sure you close the program before running the new installer.

• Maybe you downloaded the new installer, but did not run it? Make sure you run the installer after downloading it.

• It could be you did install the new version in a different folder but are still starting the program using a short cut that points to the old folder? To prevent this from happening, always install a new version in the same folder as the old one, overwriting the previous version of the software. (this will not overwrite or delete any of your data).

• Finally, you may be downloading through your Internet provider's caching proxy server. This sounds technical and it is. If your ISP's proxy server has not updated yet, then you may still be getting the old installer. If so, try downloading from our Download page again later.

Using a Mac

The file that will be downloaded upon upgrading (called a .dmg file) will briefly mount in your finder, and unpack the installer application into the download folder of the web browser you are using.

You will have to start up the installer, which after the download can be found in your web browser's download folder. The file you should start up differs for the three programs we offer on the Mac :

• for Music Collector : Collectorz.com Music Collector Installer.app
• for Movie Collector : Collectorz.com Movie Collector Installer.app
• for Book Collector : Collectorz.com Book Collector Installer.app

Make sure to remove the old version .app file before running the new installer.

What exactly is Priority Support?

You can find the details about this on our Feature Comparison page (at the bottom).

Can I use one license on more than one computer?

Yes, this is possible and allowed with a few restrictions:-

• You are the sole user of the license. It is possible to install on more than one PC but to prevent piracy you cannot run the program simultaneously on each machine.
• You are not using the license on both PC and Mac, the licenses are different therefore its not possible to run on both platforms with the same license. If you wish to run the software on both the Mac and Windows, you will need to order an additional license.
• If you wish too use the software to share a database between more than one person/computer you will need to purchase an additional license. It is necessary for each user to have their own license. Multiple licenses can be ordered on the Volume license order page.

For more information on sharing a database amongst several computers, see our network support FAQ.

To summarize, you can install the software too multiple machines but the license will only work on one machine at a time.

If you receive a message that your license is already in use when starting the program and you are not accessing the database from more than one computer, you may want to check with this FAQ.

Can I use the program on a computer without an internet connection?

Yes, you can use the program on an "off-line" computer. Contact us and we will send you instructions on how to do this.

Without an internet connection you will have to enter all details manually, you will also be unable to use the add automatically feature or download any information from our servers.

What is your refund policy?

We have a 90-day money back guarantee.

When you are not happy with your purchase we will refund your order in full.
No questions asked.

Only unused scanners can be refunded.
You have to return the scanner in the original packaging including all extras and cables to our warehouse in Portland OR, USA.
Only after receiving the scanner back we can refund the purchase.