Frequently Asked Questions

Order Information

  • What is my order status?
    You can view your order status by looking up your order.
  • What is the Extended Download Service (EDS)?
    EDS essentially allows you to download your purchase again for up to two (2) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of two (2) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

    To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

  • What is a BackUp CD?
    A BackUp CD is an additional service we offer for downloaded products. BackUp CD allows you to purchase a physical version of your downloaded software and is purchased from within the shopping cart. You can only purchase a BackUp CD for a download product you purchase. BackUp CD can not be purchased as a stand-alone product.

    If you want to purchase a BackUp CD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

  • What payment methods can I use?
    We accept Visa®, MasterCard®, Discover®, and American Express®, as well as check cards and ATM cards if they are issued by one of these major credit card companies.

    Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

  • Should I use spaces or dashes when I enter my credit card number?
    No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
  • Does my billing address have to match the address on file with my credit card?
    Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
  • Why is my credit card being rejected?
    There are many possible reasons for a credit card not being accepted:
    • The card is expired.
    • You have reached or exceeded your credit limit.
    • You have exceeded your daily charge limit.
    • A computer at either end of the transaction is having technical problems.

    If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

  • When will my credit card be charged?
    For purchases of downloaded products, your credit card will be charged the day after your order is placed.

    For purchases of physical products, you won't be billed until your product is shipped. This includes any preordered or backordered products. If your items are shipped separately you will be billed each time a product is shipped.

  • How will the charge appear on my credit card?
    The charge for your order will appear on your credit card as: "DRI*Trend Micro SB"
  • Can I order without a credit card?
    No.
  • Do I have to pay sales tax?
    Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

    Pursuant to the Digital VAT Directive, European Union (EU) customers will be charged a 15% value-added tax (VAT) on all downloaded digital products and services including software. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

    Tax-exempt individuals and entities can request a refund of the tax paid on an order. We will need a copy of your tax-exempt certificate and the billing or shipping address on the order must match the address on the certificate. Please include your order number or a copy of your receipt or invoice. You can fax a copy of your certificate, with order number or invoice to 952-253-8760.

  • How do I start a new order?
    Because our site uses cookies, you may see some items in your cart that you no longer want. Click here to reset your shopping cart contents and start a new order.

Technical Support

  • How do I get technical support for my product?
    For assistance with the installation, use, or uninstallation of your software, please contact Technical Support.
  • Why do I need to set my browser to accept cookies?
    Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
  • Are cookies a security risk?
    No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.
  • How do I set up my browser to accept cookies?
    If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

    If you're using Microsoft® Internet® Explorer® 5.x, on the Tools menu, click Internet Options. Click the Security tab. Select the Internet zone and click Custom Level. Scroll to the Cookies options and select Enable.

    If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

Download Information

  • Is there anything I should do before I download?
    For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:
    • Firewall – A firewall can prevent you from downloading a file.
    • Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
    • Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
    • Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

    If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

  • How do I download my purchase?
    You can download by either clicking the Download button on the Order Details page or by right-clicking on the Download button and clicking Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

    Where should I save the download file?
    You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

    What will happen when I download?
    Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

    What should I do after I download?
    When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

    If you have more questions or need help with your download, please contact Technical Support.

  • Is downloading the same as installing?
    No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

    For assistance with the installation, use, or uninstallation of your software, please contact Technical Support.

  • What if the download stops before it completes?
    If your download stops or is interrupted before it completes, simply click the Begin Download button again and the download should resume where it left off. If you need to get to the download page click here to look up your order.
  • I finished downloading my purchase. Where was the file saved?
    The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.
  • How can I re-download software that I have purchased?
    To download software you have already purchased, you will need to look up your order and click the Begin Download button.
  • I want to re-download my purchase, but the Download button is gone.
    There are a couple reasons why you wouldn't see a button (where there previously was one) to download your purchase. If the order is older than 30 days and you did not purchase the Extended Download Service (EDS) for your order, then the download period has expired. Please click here to look up your order and purchase EDS for your product.

    If you purchased EDS but are still unable to download, make sure the order is not more than two (2) years old. EDS downloads are limited to two (2) years after the initial product purchase.

  • What is the Extended Download Service (EDS)?
    EDS essentially allows you to download your purchase again for up to two (2) years, in the event your computer crashes or the downloaded file becomes damaged or corrupt. It can be thought of as an insurance policy in case anything goes wrong with your computer or the downloaded product. When you have downloadable items in your order, you will see a link to add EDS to your order on the shopping cart page or the checkout page. Upon payment of the specified fee, Digital River, Inc. ("DR") agrees to provide you (the "End User") a service that enables the End User to make multiple downloads of digital computer software products (a "Product" or "Products") purchased in a single order (an "Order") and downloaded from this Web site (the "Site") for a period of two (2) years after the date the End User purchases the Product (the "Service"). Click here for full details about EDS.

    To purchase EDS for download products in a completed order, you must look up your order and complete an additional purchase.

  • How do I get a physical version of my downloaded product?
    Unfortunately, we cannot exchange a downloaded product for a physical version of the same product.

    If you want to purchase a BackUp CD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

  • How do I get my serial number or unlock code?
    If your product requires a serial number or unlock code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your serial number or unlock code by looking up your order.
  • What do I do if my serial number or unlock code is not working?
    First, make sure you have the correct serial number or unlock code. You can get your serial number or unlock code from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

    Second, please note that serial numbers, registration numbers, unlock codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.

    If you still have problems, contact Customer Service.

Returns and Cancellations

Privacy and Security

  • What is your privacy policy?
    Click here to view the Digital River privacy policy.
  • What is the Digital River Secure & Virus Free Guarantee?
    We guarantee your shopping safety. You can shop with confidence knowing that you are totally protected when you order through any Digital River network member.

    Digital River Guarantees:

    • You pay nothing if any unauthorized charges are made to your card as a result of shopping with us.
    • Every software download is 100% virus free.
    • All information that you provide while shopping is encrypted so no one can access or use personal information in an unauthorized manner.

    So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Guarantee provides the ultimate in shopping protection and peace of mind!

    Guarantee Details:

    1. Credit Card Protection

      Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures.

    2. Virus Protection

      In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

    3. Data Encryption

      Because we accept sensitive information from shoppers (name, mailing address, credit card number, and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.

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