Subscriptions

1. What do you mean by subscription?
2. What’s the subscription expiry date?
3. My subscription is about to expire. Am I still able to use the product?
4. My subscription expires in December. My purchasing department would like to align all our payments and pay for a renewal in June. Would that mean that my new subscription expires in June next year?
5. Do I get the same discount on the renewal that I received when I first purchased?
6. I submitted an issue when I still had a valid subscription. By the time the fix came, my subscription had expired. Can I still apply the fix?
7. I submitted an issue last week and my subscription will expire next week. Can you promise to have the fix ready before my subscription expires so that I can be sure to get it without having to extend the subscription?
8. What happens if a product is discontinued?
9. If I find a problem in a product, will you fix it?
10. Can I make a feature request?
11. Can you add a fix to an earlier version of the product that I am currently using?
12. Can maintenance dates be synchronized for licenses purchased at different times?
13. Can I renew only some products/licenses/years in my subscription?
14. How do I sign up for the Auto-Renewal program for existing subscription/license?
15. How will I know when a payment is made or how much was paid? Will I get an invoice?
16. How do I change or update my payment details linked to Auto-Renewal?
17. How long does Auto-Renewal continue?
18. Who can I contact if I have difficulties with the Auto-Renewal program?
19. What if I don’t have enough money in my account when the subscription needs to be renewed?
20. Will I still receive a notification that my subscription is expiring and that you will charge my card?
21. How do I cancel Auto-Renewal?
22. Is there a maximum number of years of software maintenance I can purchase at a time?
23. Can I add paid support part way into my subscription?

 

1. What do you mean by subscription?

A subscription refers to our update service. It provides one year of product updates. Once the year has passed, you are still licensed to use the product, so your existing applications using Documentize will continue to function. However, to download and use further updates, you must renew your subscription.

 

2. What’s the subscription expiry date?

The expiry date is the last date your subscription is valid. Your product will continue to work even after your subscription expires, but you won’t receive updates or hotfixes.

• What does the subscription expiration mean? Your initial purchase includes a one-year subscription for updates and hotfixes. Once expired, any new updates won’t work with your existing license file. An error will indicate this.
• What do I do now? You can either renew your subscription (at a percentage of the current product cost) or continue using the version you have installed.
• Why should I renew? Our development team continuously enhances our products to stay current with evolving technology. Renewing your subscription ensures you have the latest tools and features.
• How much does a renewal cost, and how long does it last? Renewal costs vary based on when and how you renew. Check the Renew a Subscription page for details.
• How do I renew? All your purchased products are listed on the My Orders page. Click the “Renew” link in the right-most column to start the renewal process.

 

3. My subscription is about to expire. Am I still able to use the product?

Yes! Purchasing a license grants you the right to use the product indefinitely. A subscription provides updates, so while your product will still work, you won’t receive new features or hotfixes without a current subscription.

 

4. My subscription expires in December. My purchasing department wants to renew in June. Will the new subscription expire in June next year?

No. When you renew, a year is added to your current expiration date. If your subscription expires in December 2024 and you renew in June 2024, the new expiration date will be December 2025.

 

5. Do I get the same discount on the renewal as I did with the initial purchase?

No. The initial purchase includes a license and a one-year subscription. Renewal costs are based on the current product price, not your original purchase price. Auto-renewal offers a 50% discount, while manual renewals before expiration get a 40% discount.

 

6. I submitted an issue while my subscription was active, but it expired before the fix was released. Can I still use the fix?

No, you can only use fixes and updates released before your subscription expired. Submitting an issue does not entitle you to updates. If a fix is crucial, keep your subscription current. We prioritize issues but cannot guarantee turnaround times due to varying complexities.

 

7. I reported an issue, and my subscription will expire soon. Can you ensure the fix is ready before it expires?

We cannot promise to resolve your issue before your subscription expires. Documentize support operates on a first-come-first-served basis. For higher priority, consider purchasing paid support.

 

8. What happens if a product is discontinued?

Documentize does not discontinue products. If a product lacks traction, it may be merged into another product. Learn more about Migrated Products.

 

9. If I find a problem in a product, will you fix it?

Yes. You can report bugs on the Free Support Forums. While we aim to address all issues, each product follows a roadmap, and there is no guarantee your request will be implemented. We only add fixes to the latest version, so you need an active subscription to use it.

 

10. Can I make a feature request?

Yes! We welcome suggestions as they help improve our products. While not every feature request can be fulfilled, our team considers all ideas. You can submit requests on the Free Support Forums.

 

11. Can you add a fix to an earlier version I am using?

No. We do not add fixes to older versions. Our development is continuous, and all improvements are released in new versions only. Rolling back and adding new features to older versions is not technically feasible.

 

12. Can maintenance dates be synchronized for licenses purchased at different times?

Yes, but partial renewals are not offered. If you want to sync subscriptions, renew both at the same time. For example:

• License A: Expired
• License B: Expires in 3 months You’ll need to renew License A for one year and three months, and License B for one year. Contact our sales team with your order IDs for assistance.

 

13. Can I renew only some products/licenses/years in my subscription?

Yes, but renewing only part of a subscription will forfeit the remaining items. Downgrading from a higher license type (e.g., Developer to Site) is not supported.

 

14. How do I sign up for the Auto-Renewal program for an existing subscription/license?

New customers can enable Auto-Renewal during checkout. Existing customers can activate it on the Order Review page (Your Account -> My Orders & Quotes -> Order Review).

 

15. How will I know when a payment is made or how much was paid? Will I get an invoice?

Yes, an invoice will be emailed to you and can also be found on the My Orders & Quotes page (Your Account -> My Orders & Quotes).

 

16. How do I change or update my payment details linked to Auto-Renewal?

You can update your payment details anytime using the purchase wizard.

 

17. How long does Auto-Renewal continue?

Auto-Renewal renews your subscription annually, continuing indefinitely until canceled by you or Documentize.

 

18. Who can I contact if I have difficulties with Auto-Renewal?

For assistance with Auto-Renewal, contact our sales support team.

 

19. What happens if my payment fails when Auto-Renew is enabled?

If a payment fails, you will receive email notifications for each retry attempt over the next two weeks. Use the link provided to update your payment details. You will retain your 50% discount once the payment succeeds.

 

20. Will I be notified before my card is charged for Auto-Renewal?

Yes, we will send a notification before your subscription expires, giving you time to review your credit card information or make any necessary changes.

 

21. How do I cancel Auto-Renewal?

Cancel Auto-Renewal on the Order Review page (Your Account -> My Orders & Quotes -> Order Review). Submit cancellation requests at least 15 days before your subscription expires. Requests made with less time may not be processed in time.

 

22. Is there a maximum number of years of software maintenance I can purchase at a time?

Yes, you can extend your subscription for up to 4 years, receiving a renewal discount for all years purchased.

 

23. Can I add paid support partway through my subscription?

Yes. Paid support can be added at checkout or later to an active subscription. To add support, visit My Orders and Quotes, click Review, and select Add Paid Support. Note that adding paid support does not extend the subscription expiration date.