28-Day Activation Guarantee
Additional support and refund protection for eligible activation issues first reported within 28 calendar days of purchase.
If an eligible product purchased from EcoKeys cannot be activated as expected on a compatible device, contact our Support Team so that we can investigate the problem and help resolve it.
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 investigate the issue quickly, please include:
Please also confirm that the installation and activation instructions supplied with the order have been followed.
Fast UK-Based Support
We guarantee an initial response within 30 minutes during our published support hours. Most enquiries receive a first response sooner.
Most activation issues can be resolved quickly once the requested information has been provided. More complex cases may require further troubleshooting after the initial response, but we will continue working with you while the issue is being investigated.
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?
The 28-Day Activation Guarantee is intended to protect customers where an eligible product cannot be activated as expected. It does not normally cover problems caused by:
- 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
Technical support does not end after 28 days. Eligible EcoKeys software purchases also include a separate 12-Month Support Warranty covering reasonable assistance with installation, activation, eligible reinstallation and reactivation. The 12-month support period does not extend the separate 28-Day Activation Guarantee or create an additional 12-month refund guarantee.
Experiencing an Activation Issue?
Contact our Support Team with your order number and a screenshot showing the complete activation error so that we can investigate the problem.
Contact Support Read Our Refund PolicyThis guarantee should be read alongside the EcoKeys Refund, Cancellation & Support Policy and does not affect any statutory rights that may apply.
