Most problems fall into one of four categories. Start here — it is usually faster than waiting for a reply.
I have not received my key
Delivery is normally within minutes. If nothing has arrived after fifteen, check the spam folder of the address you used at checkout, then sign in and open My Account → Orders. Every key issued to you is on the order record permanently, so a lost email is never a lost licence.
My key will not activate
Activation failures almost always have a specific cause, and almost all of them are fixable:
- Wrong edition. A Pro key will not activate a Home installation, and vice versa. Check which edition is installed before assuming the key is bad.
- Previous licence still present. An older key on the same machine has to be removed first.
- Activation limit reached. If the licence covers one device and it is already on one, it needs releasing from the old machine.
- Region mismatch. Some licences are issued for a specific region and will refuse elsewhere.
Send us the order number and the exact error code the installer showed. With those two things we can usually resolve it in one reply. Without them we are guessing.
A payment problem
Card payments are handled by Stripe. We never see or store your card number — it goes from your browser to Stripe directly, and we receive only the result.
- The payment was declined. Declines come from your bank, not from us, and we are not told the reason. The usual causes are an international-payment block, an expired card, or a daily limit. Your bank can authorise it in about a minute; the order stays in your cart meanwhile.
- You were charged but no order appeared. This is almost always an authorisation hold rather than a charge, and it clears by itself. Send us the amount, the date and the last four digits of the card and we will trace it.
- You see two charges. A retry after a decline can leave a temporary hold beside the real payment. Only one settles. If both are still there after five working days, tell us.
- The statement entry looks unfamiliar. Payments appear as DIGISOVIA. If you recognise the amount but not the name, that is us — DIGISOVIA is a trading name of Aurenza Ventures LLC.
Please do not open a dispute with your bank as a first step. A dispute freezes the order for weeks and stops us from fixing anything. An email lets us put it right.
I want a refund
See the Refund Policy. If a key does not activate and we cannot make it activate, you get a working replacement or your money back.
Something else
Use the contact page. Include your order number if the question is about an order — it turns a conversation into a single answer.
How to reach us
Support is handled by email at contact@digisovia.com. We read every message and answer in the order received.
Two things get a question answered in one reply instead of three: your order number, and — if a key will not activate — the exact error code the installer showed. Without them we are guessing, and guessing costs you a round trip.