Support

FAQs

Before, during or after purchase Aunsoft product, you may have this or that question, here we have collected kinds of answers to questions about the payment, registration, Upgrade, Refund and more.

Want to learn technical FAQs about the product you are using, please enter Technical Support.

FAQ includes six parts:

• Top Frequently Asked Questions
• Payment
• Registration
• Upgrade
• Refund
• Member Center FAQs

Top Frequently Asked Questions

1. How to Remove Aunsoft Watermark?

I'm sorry to tell you that our trial version has a limitation that outputs video with a watermark. If you don't like it, you could register a retail version via purchase the program online.

2. What is "Registration Backup Service", do I have to pay for it?

This service is offered by SWREG, and it is automatically included when you click to pay for products. For more information about it, check in this page: https://usd.swreg.org/rbs.html. To include the service means that you would like to give an extra pay. To remove the item in SWREG, click the front "Trash" button.

3. How to get back the fee for Registration Backup Service?

If you have purchased this service and would like to get a refund, please contact us via email to (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com) about this issue. We will contact Swreg to process this refund for you as soon as possible.

4. Do you provide technical support for trial users?

Yes, if a trial user meets any technical problem when using our product, please tell us your question via email to via (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com) support@aunsoft.com. Our support team will answer your question within 24 hours.

5. Is it secure to purchase from your Website?

You don't need to worry about that. Our payment platform is secure. SWREG is the major payment platform we are employing. It is the branch of Digital River. During the whole process, SSL encryption is applied to protect all the data and information you provided for the order.

6.Why I only get audio without video when converting to Apple ProRes formats?
Some of our Aunsoft Mac version program users find the conversion to Apple ProRes MOV formats (for Final Cut Pro/X) will only output with audio, no video.
This is because the Mac computer you are converting on hasn't been installed with ProApps QuickTime Codecs.

1. If you’re using FCP5 or below: ProRes does not work with FCP5 and below. Please see this guide for solution.

2. If you're using FCP6 or FCP7: the ProApps QuickTime Codecs has already been installed on your Mac the first time you installed your FCP. Just make sure your Aunsoft program and your FCP are on the same Mac computer.

3. If you're using FCPX: please download the ProappsQTCodecs.dmg file.

7. Why Canon C300/XF100/XF300/XF305 MXF files converted with no sound?
If your MXF files from Canon C300/XF100/XF300/XF305, etc are converted with no sound, or your MXF files previewed in Aunsoft program with only video, please do not worry. It is because Canon MXF contains two audio tracks, one with sound but the other with no sound. Aunsoft TransMXF or Video Converter happens to pick the track without sound by default. This is the reason why the converted output will has no sound but only video.   

No worries, here’s the solution for this issue:
On main interface of the program, click the "Show selected task properties" button on top of the Format box and then select in the Audio Stream ID box a different audio track.
Then, you can play Canon C300/XF100/XF300/XF305 MXF files on preview window with both audio and video.Meanwhile, the files converted will also takes sound.

8.Why Aunsoft converted my 1920x1080 video to 1908*1080 when outputing to Apple ProRes?

Some of our Mac program users recently found the conversion to Apple ProRes or Apple InterMediate Codec(AIC) will output with wrong image size 1908x1080 even though they have selected output size as 1920*1080. The converted 1908x1080 file will also have sequence settings problem while importing to Final Cut Pro 7(FCP7).

To settle the problem in your Aunsoft MTS/M2TS Converter for Mac or Aunsoft Video Converter for Mac or Aunsoft TransMXF for Mac please kindly follow below steps: Click on top of your Aunsoft program's main interface the Option button --> select the Library tab --> choose the Surpassed option --> click Ok and then launch again your program. This time your Aunsoft program will convert correctly to 1920x1080 Apple ProRes 422 or Apple InterMediate Codec(AIC) MOV format. 

9.How to Extract MTS files from AVCHD folder on Mac OS X Mountain Lion with Aunsoft MTS Converter?

Having just found that on Mountain Lion, MTS can be supported to be playback on QuickTime. When copying AVCHD folder to Mac, Mountain Lion doesn’t recognize it as a folder, but a file.

Please right click “AVCHD folder” to select “Show Package Contents” to get inside the subfolder, right click “BDMV” to select “Show Package Contents”, then locate the Stream folder to see the single .mts files.

Just drag and drop the .mts files into Aunsoft MTS Converter.  

Payment

1. What payment methods do you support?

We provide you with a variety of payment methods, you can choose according to your own convenient way to pay the purchase price.

- CREDIT CARD online now
- CREDIT CARD by FAX
- CREDIT CARD by PHONE
- PAYPAL
- (USD Only) WIRE TRANSFER with Proforma Invoice

2. There is an item named "Registration Backup Service" below the software in the Swreg shopping list, do I have to pay for it?

This service is offered by SWREG, and it is automatically included when you click to pay for products. For more information about it, check in this page: https://usd.swreg.org/rbs.html.
To include the service means that you would like to give an extra pay. To remove the item in SWREG, click the front "Trash" button.

3. How to get back the fee for Registration Backup Service?

If you have purchased this service and would like to get a refund, please contact us via email to (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com) about this issue. We will contact Swreg to process this refund for you as soon as possible.

4. I want to pay via credit card online, but what does Card Security Code mean?

The card security code is often known as CSC or CVV2. It is the last 3-digit number printed on the back of all Visa, MasterCard and Switch cards, which shows a strip for signature and a sequence of numbers.
For American Express card, the Card Security Code is the 4-digit number on the front of your card, above and either on the left or right of the account number.

5. What should I do if I want to pay via PayPal?

To pay via PayPal, follow these 3 steps:
Step 1: Find out the software you want to purchase and click on the "Buy Now" button of it.
Step 2: Check off the quantity you want to purchase, fill in the form with the email address for your PayPal account, and choose PayPal as payment method. If you don't have a PayPal account, you should create a new one.
Step 3: Confirm the payment. Login your PayPal account, in the email box, you should see a message about payment of the software, click the confirmation link to confirm your purchase.

Note: All the exchanges are automatically processed by the system, there will be a few days delay for receiving the software (full version) when you place an order via Paypal payment, but credit card purchase are instant.

6. I purchased your software via wire transfer, but I still have received no email from you.

It may take a longer time to purchase via wire/bank transfer than credit card. If you are not sure whether your order is processed or not, please send us an email with your payment information.

7. Is it secure to purchase from your Website?

You don't need to worry about that. Our payment platform is secure. SWREG is the major payment platform we are employing. It is the branch of Digital River. During the whole process, SSL encryption is applied to protect all the data and information you provided for the order.

8. How to get an invoice/receipt after I paid for Aunsoft products?

With SWREG, when your order is completed, an order information email with a payment receipt (with a print hyperlink) will be automatically sent to the billing email address you provided. If you cannot find such a link, please contact the SWREG customer service at https://www.cardquery.com/.

Registration

1. What are the differences if I am using the trial version not the retail version?

There are no functional differences between the trial version and retail version. But with the trial, there's watermark on the image of output file. And if you want to get rid of the logo watermark, you need to purchase the retail version and re-convert your videos.

2. How can I get the registration information after I purchase it?

The registration information will be delivered automatically to your email soon after your order is processed successfully. If you are in urgent need of the product, payment via credit card is recommended.

3. How long should I wait for the keycode?

Generally, the confirmation email with a link for receipt and a link for key code will be sent to you a few minutes after your order has been successfully processed. Please make sure your MTA permits the email from the domains of Aunsoft Company, SWREG. Please contact us if you fail to receive a keycode email within 24 hours.

4. I have purchased your product but I have no idea how to use it because I can't find any field for typing the key code?

I think you are still using our trial version, please note that you have to uninstall the trial version and then reinstall the full version to enter your key code. Please download the full version of the product through the download link provided in your received mail, install, and launch the app. Then you will see the interface asking for your key code.

5. I entered the license code you sent to me, but the software said "Registration info is invalid". Why?

There are several possible reasons for the failed registration. So please make sure the following points:
a. There is no space in the beginning or at the end of the code; otherwise the code is recognized as an invalid code.
b. The current version installed is the retail version.
The trial version has a button "Try", after you click the desktop icon or quick launch icon. There is only a "Register" button for the retail version. If the current version is a trial version, please download the retail version from the download link we offered after your purchase.
c. Don't mix up the Windows and Mac version products. Please note that they are completely two different products and get different license code for each own.

6. Can I use the same registration code on different computers?

All software products of Aunsoft are licensed per computer. That is, one registration code is unique for one computer. If you buy a single license, you can only use the registration code on one computer. To use the same registration code on another computer, you should firstly uninstall the program from the old computer.

7. I lost my license code, can you send it again?

If you lost your license code, we recommended you to enter Aunsoft Member Center, you can check your account information and retrieve your registration code. If you still have any problem, please write to us at (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com), and enclose your order related information (such as Order ID, E-mail address, name you used when you purchased, etc.) which will enable us to find your order in our database in time.

8. I have ever purchased your Windows software and now I changed my PC to Mac.Can I install this software onto my Mac? Or can you send me a Mac version?

All our softwares are platform-independent ones but not cross-platform. So a Windows software cannot be installed onto a Mac computer and vice versa. If you need a Mac/Win version, please kindly contact with Aunsoft support team at (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com). Discount will be available for a second purchase.

Upgrade

1. What is your upgrade policy?

We provide free MINOR updates. While for MAJOR upgrades, you may have to pay extra for the latest version of a Aunsoft product. All rights about the price of upgrade are reserved. More information please check Aunsoft Upgrade Policy.

2. I have purchased your software, but I don't know how to apply the upgrade?

All the windows products can check for the updates automatically. You can also click "Update" in Help menu to use this function. For the Mac products, we will send the update information and update product download link to you by email, you can also get the update version from our website. Your original license code is still valid for the update version. (Note: The big upgrade may need you pay extra for the latest version, and we also could send email to you. If you have any question, please contact us via email (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com))

Refund

1. What is your refund policy?

If you want to know the information about Refund Policy, please enter: Aunsoft Refund Policy.

2. I am not satisfied with your product. I want to get my payment refund.

We guarantee you the money back with the purchase price of the product you mentioned, if the product meets the refund policy. Please contact our technical support about the issue you encounter in detail, and we will offer the best solution according to the condition.

3. I find out that I bought the wrong product after installing the software. Can I get the refund to purchase your another product?

We provide you a "try-before-buy" software version, and for a downloaded program and its registration code sent to you cannot be taken back, so please forgive that we will not refund you for such a mistake. But we could offer a discount or the second best solution to you for the product you want. Please contact support staff about the situation with your order number and/or email address.

4. How long does it take to get the refund on my credit card statement?

The refund will process will appear on your credit card statement in 10 to 15 business days, if your refund request is approved. Please contact your credit card company about the statement posting, if you can not find the statement on your credit card after 15 business days.

5. I bought your product on Mac App Store, how do I get a refund?

If you experience a technical issue with our software, first contact our Technical Support Team for help at macsupport@aunsoft.com. If that does not resolve the issue, please contact Mac App Store Customer Support to get a refund for the app.

Member Center FAQs

1. Q: What is Aunsoft Member Center?

A: Aunsoft Member Center is the online service platform for Aunsoft customers to get the download link and key code of the full version after the purchase. With the account activated in Aunsoft Member Center, you can freely log in your account.

2. Q: Benefits of using Aunsoft Member Center:

A: - Completely safe to remove the Extended Download Service on shopping chart.
- No need to worry about the program crash as you can easily regain the program.
- Free to get an account. No need to pay a penny for the service.
- Life-time saving key code online. No need to worry about losing key code.
- Access your account and order info whenever you want.
- Show all your orders in one account/email.
- Easy to get the latest full version.
- Get member-only discount in future.

3. Q: I am your old customer, I don’t know how to activate my account, any suggestion?

A: If you get Aunsoft product before November 14, 2010, and do not have your account in Aunsoft Member Center yet, this guide will help you to activate your account in Aunsoft Member Center.

4. How to activate my account to get my registration information?

After buying our Aunsoft software, you will receive an email with the activation link. Click it and to activate your account. Then you will see the registration information. Follow the next steps to activate the account:
Step1: Type in a user name. (Shown in your account after logging in the account)
Step2: Type in a password.
Step3: Confirm your password.
Step4: Click Activate icon to log in your account.

5. I have clicked the activate link and activated my account before. Then next time how to log in to get my registration information again?

You can follow the following steps to log in your account of the member center.
Step1: Visit http://membercenter.aunsoft.com
Step2: Type in the registered email box address.
Step3: Type in the password.
Step4: Click Sign In to get into your account.

6. I paid and followed the activation link but to a blank page. Why?

This problem probably is due to the compatibility of the browser you are using. Please try to change a browser to see whether it works or not. If still not working, please contact support@aunsoft.com for help.

7. I just purchase the software and I'm sent to a page asking for a password? Where will that be?

To activate the account of member center, you can type in a password you like. This password is given by yourself. Please remember this password you typed. Next time, you can type in the registered email box and the password to log in your account of the member center.

8. Trying to find out my codes I had to replace my computer and when I try to go to log in the member center I am getting the message account not activated. What to do next?

Please contact support@aunsoft.com and our support member will send you the activation link to your registered email. Then click the activation link to activate your account. Then you can find the registration information in member center.

9. Q: How to get my download link and key code from Aunsoft Member Center?

A: If you don’t know how to get download link and key code via Member Center, please check this step-by-step guide.

10. Q:How to download the latest full version of my Mac application from Aunsoft?

A: Just log in your account in Aunsoft Member Center, and click the Download button for the product you want to update in the order record.

11. How to get the key code and download link back if the email you sent to me is not kept?

Two ways to get the registration information anytime:
a. Contact support@aunsoft.com with order number, key code or registered email box address.
b. Log in your account on member center to get the registration information anytime.

12. Press the download button in my account of the member center and nothing happened. What to do next?

You have three solutions for this problem:
a. Try to change a browser to see whether it can work well or not.
b. If still not working, you can click the orange order number to get the direct download link and key code.
c. Contact support@aunsoft.com to get the registration information including the download link and key code.

13. It showed that I paid but didn’t see the download link and the registration key? What's wrong?

Please click the activation link contained in the email you received. Then type in a user name and password. Confirm the password to log in the account of the member center to get the registration information. Or contact support@aunsoft.com to for help to get the download link and key code.

14. Q:I once used the key code for the full version but do not have it now. How can I get it?

A: Please go to Aunsoft Member Center, click the Forgot Password option, and you will face the page to enter your email address to get the email for retrieving password. Alternatively, you can send email to (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com) for your key code.

15. Q: I do not use the email address any more. Is it possible to change the email address for my account?

A: Yes, we can change the email address for you. Please send your registered email address and your order info to us via (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com), indicate the new email address you want to use.

16. Q: I have two accounts in Aunsoft Member Center. Can I get all my orders in one account?

A: Yes, of course. Please send an email to (Windows: winsupport@aunsoft.com, Mac: macsupport@aunsoft.com) with your two accounts/emails, and indicate the account you want to keep with all the orders.

17. I have accidentally deleted the email containing my license key, is it possible for you to resend the email containing details how to download and install the software I had previously purchased.

Yes, of course. You have two ways to get the registration information back:
a. Contact support@aunsoft.com with order number, key code or registered email box address.
b. Log in your account on member center to get the registration information anytime.

Any further help you need, please feel free to contact us via winsupport@aunsoft.com (for windows users)or macsupport@aunsoft.com (for Mac users).