FAQ

Here is a list of frequently asked questions. If you can't find what you're looking for here, please contact us.

I ordered a product. Where is my license key?
It is in the email message you received either from KAGI or rootsolutions when your payment was processed. Messages by Kagi were typically sent within minutes. Messages by rootsolutions may take up to three business days. If you can't find that message, contact us.

Why does my license key not work?

• Please check that the key is for the version you are trying to register. License keys are always sent for the most recent version. If, for some reason, you want to get a key for an older version, please supply the version number you have.
• Double check that you have entered the key correctly. Try copying and pasting instead of typing, making sure you do not copy any spaces or returns around the code.
• If your product is activated with challenge and response codes and you have upgraded to a different platform or version, you'll need a new key. Please contact us.

I lost my license key (new computer, hardware failure, etc). Can I get a replacement?
For replacement keys, please click contact us.

Can I get a free upgrade to the latest version?
It depends on the product and the version you registered. See the product decription for more information. To claim a free upgrade, please contact us.

I'm switching from Mac to Windows or vice versa. Do I have to buy a new license?
No. As long as you use the software according to the terms of the license agreement, you can use it on any platform. Note that the software may not be compatible with all systems. Please check the system requirements.

I asked for my free upgrade and you tell me I'm not a registered user!
You probably requested the upgrade using a different email address than you used to purchase your license. Registrations are tied to the original address. Simply request the upgrade again from your original address. If you have a new email address, let us know so we can update our records.