EcoKeys customer protection
Support and refund protection for eligible activation issues reported within 28 calendar days of purchase.
What does the guarantee mean?
The EcoKeys 28-Day Activation Guarantee applies from the date of purchase and remains available for 28 calendar days. If an eligible product purchased from EcoKeys cannot be activated online during this period, please contact our Support Team so that we can investigate and resolve the issue.
What is covered?
The guarantee covers online activation issues affecting eligible software products purchased directly from EcoKeys, provided the product is being installed on a compatible device and operating system stated on the relevant product page.
Support, troubleshooting and any replacement activation assistance provided under the guarantee are supplied at no additional charge.
How to report an activation problem
Email our Support Team or reply directly to your EcoKeys order email. To help us resolve the issue quickly, please include:
- Your EcoKeys order number
- A screenshot showing the complete activation error
- The name and edition of the product being activated
- Details of the device and operating system being used
- Confirmation that the supplied instructions were followed
Support response times
We aim to respond to support emails within 30 minutes during our published support hours and often respond within 10 to 15 minutes.
Most activation issues are resolved quickly once the requested information has been provided. More complex cases may require further investigation, but we will keep you updated while the issue is being reviewed.
What happens if the issue cannot be fixed?
If our Support Team confirms that an eligible activation issue cannot be resolved after reasonable troubleshooting, we will approve a full refund for the affected product.
The refund will be initiated within 24 hours of our confirmation that the issue cannot be resolved. Your bank or payment provider may take additional time to credit the funds to your account.
What is not normally covered?
- Products used on unsupported devices or operating systems
- Purchasing the wrong product where compatibility information was clearly provided
- Attempts to transfer a licence described as non-transferable
- Hardware or device changes made after successful activation
- Activation problems first reported after the 28-day period
- Failure to provide information reasonably required to investigate the issue
- Problems caused by third-party software or unauthorised installation methods
Experiencing an activation issue?
Contact our Support Team with your order number and a screenshot of the activation error.
Contact Support Read our Refund PolicyThis guarantee should be read alongside the EcoKeys Return and Refund Policy and does not affect any statutory rights that may apply.
