Support > Frequently Asked Questions
Frequently Asked Questions
The purchase of a license to use a TatukGIS a product is performed on-line, via the Shop section of the TatukGIS web site. Product delivery is by internet download - so there are no extra shipping charges.
The purchase procedure, payment options, supported credit card types, etc., are explained in knowledge base item KB10866.
Refer to knowledge base item KB10867 in the event of a credit card related error message or payment rejection problem.
The maintenance renewal for an existing license of a TatukGIS product can be purchased starting approximately three months before the scheduled maintenance expiration date. (The initial license purchase includes maintenance for the first 12 months.) At that time, the required purchase item will become available under the log-in accounts of the registered product user and the customer account administrator (if different persons are established as the user and administrator). This purchase item will be visible under dedicated offers when logged in to the Shop section of the TatukGIS web site. The user or administrator can renew the maintenance using the normal TatukGIS on-line purchase procedure explained in knowledge base item KB10866.
Typically the maintenance renewal price is lower when the purchase is performed before the maintenance expiration date and higher after the expiration date. The TatukGIS system will send an e-mail reminder to the user and administrator e-mail addresses approximately 30 days prior to the scheduled maintenance expiration date. To ensure receipt of this e-mail, safe-list in your web browser all mail from @tatukgis.com.
We normally do not extend the trial period. We believe that the trial period allows reasonable time to determine if the product meets the purchaser requirements. The trial version should be used only for evaluation purposes, so not to perform real work such as to develop demo applications or for marketing presentations. Furthermore, the free TatukGIS Viewer (which has no trial period limitation) can be used to evaluate many of the features of other TatukGIS products, including support for various data types, performance with large data sets, features of the layer property control, etc.
Please keep in mind that the prices to license TatukGIS products are not so expensive, so the cost to purchase a license should not be a huge barrier once it has been verified that the product is for real. If TatukGIS products were much more expensive, with royalty based licensing, the we could probably justify being more tolerant on the trial period issue.
This suggests that something is blocking the e-mail sent from TatukGIS with the log-in password.
- Ensure that you provided a valid and working e-mail address.
- Ensure that your anti-spam filter is not blocking e-mail from @tatukgis.com e-mail addresses.
Knowledge base item KB10614 provides step-by-step instructions to access, download, and activate a TatukGIS product pursuant to a purchased license, but generally:
- The retail version of the product must be downloaded from the Downloads page by the user to whom the license is registered in the TatukGIS system. Log-in is required.
- Upon installation, the licensed user must perform an activation procedure using an activation serial number that is sent by e-mail when the download is performed.
Retail versions of TatukGIS products (except for the free TatukGIS Viewer) require an activation procedure on each computer that the product is installed. Typically the activation must be performed only once on each computer, but the procedure may occasionally be required again on the same computer:
- upon installing a major upgrade version of the TatukGIS product
- after updating/upgrading the Windows operating system.
The activation requires the use of an activation serial number which is sent to the customer's registration e-mail address each time the product retail version is downloaded from the TatukgIS web site.
Knowledge base item KB10823 provides detailed guidance on how to resolve or report product activation problems.
The activation serial number for a purchased product is sent to the e-mail address of the registered licensed user whenever the licensed user downloads the product retail version. Download of the trial version requires the licensed user to log in under the e-mail address to which the license is registered in the TatukGIS system. So do not mix up user log-in accounts!
Safe-list @tatukgis.com e-mail addresses in your anti-spam filter to ensure that your system does not block TatukGIS e-mail. Regarding e-mail sent to TatukGIS, our anti-spam software can sometimes respond with an email asking to the sender to verify himself. If you properly respond to any such verification request email – the communication with TatukGIS will be unblocked.
If e-mail communication problems persists, contact TatukGIS via the contact form.
Some banks charge their credit card customers a foreign transaction fee (typically 2% or even 3% of the transaction amount) or an on-line transaction fee. Sometimes it is not obvious on the credit card statement that the extra amount is a fee charged by their own bank. TatukGIS has no influence over the fees charged by the purchase's bank.
For additional information, refer to the TatukGIS policy statement.
- Log-in (on the Downloads page) under the e-mail address of the user registration account under which the license is registered. (The e-mail address is the log-in user name.) Only registered licensed users have download access to retail versions of a product. Be careful not to mix up log-in accounts!
- Consider if the support/upgrades/forums maintenance period has expired. One year of license maintenance is included with license purchase, and the license maintenance must be renewed at the end of that period. If the maintenance has expired, the purchase option to renew the maintenance for a new 12 month period will appear near the top when the licensed user or account administrator logs in on the Shop page.
- TatukGIS makes available only the latest available product version. If you wish to continue using an obsolete version of a purchased product, be sure to keep your own bank-up copy.
|