Sales FAQs

Understand how our Subscription/Auto-Renewal service works to manage your payments and access efficiently.

Follow our step-by-step guide to successfully place a subscription order for uninterrupted service.

Update your payment information securely to ensure future renewals process smoothly without interruption.

Learn the correct method to cancel your Coolmuster subscription and prevent unwanted charges.

Confirm your subscription cancellation was processed successfully with our verification checklist.

Request a refund for accidental automatic renewal charges following our straightforward policy.

Resolve 'invalid registration info' errors quickly with these troubleshooting steps.

Complete your software registration seamlessly using our recommended activation methods.

Find solutions if your license code hasn't arrived after purchase – common fixes included.

Recover a lost license code instantly through your licensed email, the payment platform, or support channels.

Know exactly when to expect your license code delivery after completing payment.

If you have received a discount coupon code from Coolmuster, and don't know how to use it, then this article can help you to solve the problem.

Here is the detailed steps:

Step 1. Select and add your target item into cart, then you'll be taken into a new page.

Step 2. Click the sentence like "I have a discount coupon" in the left corner, then you can see an input box.

Step 3. Type the discount code you have in the blank box, and click "APPLY" button, the discount off will be available on the original price.

Step 4. Enter your address and payment information, then review the order and complete the payment process.

If you paid for the software, but after installing, it still says "Trial." This is normal. Here's how to activate your full version:

(1) All our downloads start as trial versions – even after purchase.

(2) Find your license code (sent to your email after payment).

(3) Open and register the software with your license code.

The software will instantly switch to the full version.

Follow these steps:

(1) Uninstall the software from your old computer;

(2) Download the software from our official Download Center and install it on your new computer.

(3) Register using your existing license information.

Important Note: Switching between Windows and Mac? You'll need to purchase the new platform's version. (Windows and Mac versions are separate products)

At Coolmuster, we charge ONLY the price shown on our website. Any extra charges come from taxes applied by our payment partner 2Checkout (now Verifone) based on your location:

(1) Sales Tax (US Customers):

Automatically added for orders shipped to: Colorado, Georgia, Iowa, Illinois, Minnesota, Nebraska, Utah. Applies to both product + shipping costs.

(2) VAT (EU Customers):

15-27% tax added to digital products as required by EU law.

(3) Customs Fees (International):

Your country may add import fees.

Note: These are government charges, not collected by Coolmuster or 2Checkout (now Verifone).

Real Examples:

Q: "Why did my $49.95 order become €64.19?"
A: The difference is EU VAT added based on your location.

Q: "Do I pay customs fees outside the US?"
A: Yes – these depend on your country's import laws and are separate from our product price.

Need Details About Your Charge?

Contact 2Checkout (now Verifone) directly: https://secure.2co.com/support/

Generally speaking, once the order is processed successfully, you will get to an "Order Complete" page, which means your purchase is completed.

Besides, you will receive an order confirmation email within minutes from Coolmuster's payment platform (support@2checkout.com) with the subject like "Your order on www.coolmuster.com/: Product and payment information".

If you didn't receive the order confirmation email and not sure whether your purchase is completed, you can check your order status on the payment platform - 2Checkout (now Verifone) here: https://secure.2co.com/myaccount/order_lookup/.

Common reasons for payment issues include:

(1) Expired card (check the expiration date)

(2) Credit limit reached

(3) Daily spending limit exceeded

(4) Technical issues (with our system or your bank)

Still stuck? Contact the support team of payment platform at: https://secure.2co.com/support/

Please provide:
- Any error codes you saw
- Your order reference number
- Screenshots of the issue (if possible)

Once your order is completed, you will get to the "Order Complete" page, which means your current order status is completed. You can check the related order info below.

Besides, you can also check your order status from the payment platform - 2Checkout (now Verifone). Simply go to https://secure.2co.com/myaccount/order_lookup/, and log in to your account, thus you can check your order status in details for all of your orders.

- View your subscription information, such as subscription status, order date, renewal days, payment method, payment card number, subscription expiration notification settings, etc.

- View your order information, such as order reference number, product information, activation date, order source, registration information (license code), product download link, technical support, etc.

We offer convenient and secure payment options including major credit/debit cards (VISA, Mastercard, American Express, Discover), PayPal, Wire Transfer (for certain transactions), and regional methods like JDB (Japan). All listed payment options will be clearly available during checkout.

If you purchased the wrong product by mistake, we offer two solutions:

(1) Exchange: Contact Coolmuster Support via email at support@coolmuster.com to swap your order. You'll pay the difference if the correct product costs more. Note: Price differences for cheaper products are not refunded.

(2) Keep It & Discount: Keep the wrong product and get a 20% discount on purchasing the correct one. Just reach out to us.

(1) Free Lifetime Upgrades

As a registered user of most Coolmuster products, you qualify for free lifetime upgrades. This applies to products purchased with a lifetime license (one-time payment).

Example:
If you bought Coolmuster PDF Converter Pro, you'll receive all future version updates at no cost.

(2) Subscription-Based Upgrades

For products purchased with a subscription plan (e.g., "1 Year Subscription"):

- Free upgrades are only available during your active subscription period.

- Upgrades stop when your subscription expires.

Example:
If you purchased Coolmuster Android Assistant with a *1-Year Subscription*, you'll get upgrades until your subscription ends.

(3) About Major Upgrades

A major upgrade (e.g., version 5.0 → 6.0) includes significant new features. While most upgrades are free:

- If a major upgrade requires payment, we'll notify you via email.

- Registered users can upgrade at a discounted price.

Yes, with important details:

(1) Free Updates (Minor Improvements):

- Always free for all users;

- Get them automatically or via Help > Check for Updates;

- Your current license works for updates.

(2) Upgrades (Major New Versions):

- Lifetime License: Free forever;

- 1-Year Subscription: Free during active subscription.

Note: Some major upgrades require a new license.

How to Get Upgrades:

(1) Go to Help > Check for Updates in your software

(2) If available:

- Download from our official website

- Install normally (your license may still work)

Important Notes:

- If your upgrade fails despite having a valid license, contact us at support@coolmuster.com for assistance.
- Licenses for older versions may not work with major upgrades.

Confused about Coolmuster's License Policy? Understand your options: Single-User, Multi-User, and Enterprise License details explained here.

Yes, purchasing from our website is completely safe. We prioritize your security and privacy at every step:

(1) Secure Browsing & Transactions: Our site uses robust encryption (HTTPS/SSL) to protect your data while you browse, download, or order.

(2) Trusted Payment Partners: We partner exclusively with industry-leading, secure payment gateways like 2Checkout (now Verifone), and PayPal to process your transactions. Your financial details are handled directly by these trusted providers.

(3) Data Protection Guarantee: Coolmuster strictly protects your personal information. We adhere to strong data privacy practices, ensuring your details are never misused.

(4) Safe Experience: From browsing to payment, your security is our top priority.

You can shop with confidence knowing your information and payments are fully protected.

Simply use the download link in your original purchase email, or re-download the software from the official Download Center.

The download links in your order confirmation (from payment processor Verifone, formerly 2Checkout) expire after 3 downloads from their server.

Where can I download the software after I hit this limit?

You can download it anytime directly from our website:

(1) Always the latest version – All software on our site is up-to-date and never expires.

(2) Free trial available – Download the trial version anytime.

(3) Activate to full version – Simply register it with your license code to unlock all features.

Need help registering?

See our step-by-step guide: How to Register My Software >>

Our free downloads let you test the software before buying, but with limited functionality. You might encounter restrictions like:

- Time limits (e.g., 7-day trial);

- Usage caps (e.g., 3 scans);

- Disabled features (e.g., saving disabled)

We offer trials so you can:

- Verify the software works for your needs;

- Experience core features risk-free;

- Make an informed decision before purchasing.

This "try-before-you-buy" model is standard in software and ensures you know exactly what you're getting in the paid version. Registration unlocks full functionality.

Yes. All products offer a free trial on the product page for you to evaluate before purchasing. Follow these simple steps:

(1) Download the software from our website;

(2) Install and launch it on your computer;

(3) When the registration window appears, ignore the registration request, and click the "Trial" button.

You'll now have full trial access.

Having trouble opening apps on your Mac due to an "unidentified developer" warning? Learn quick fixes, advanced solutions, and security tips to resolve this issue safely.

Learn step-by-step instructions to uninstall software from your Windows or Mac computer easily.

Learn the steps and rules for writing a review to get a chance to win a free Coolmuster license code.

Yes. Whether you're using the trial or full version, our support team is ready to help. If you run into any issues, check out our Product FAQs for quick solutions.

We typically reply within 24 hours on business days. Most customers receive a response within hours—often immediately.

Interested in partnering with Coolmuster? To join our Affiliate Program, discuss cooperation, or explore resale opportunities, please contact us directly at biz@coolmuster.com.