Orders & payment
Where is my receipt?
Tebex emails it the moment the payment clears, and it is the tax invoice. Your order page in the account shows the same order and its downloads.
Can I get an invoice for my company?
Yes: the Tebex receipt carries the company details you entered at checkout. Missed them? Open a ticket with the order number and we will ask Tebex to reissue it.
Why was my order cancelled?
An unpaid order is held for 30 minutes and then cancelled, so any coupon on it is freed. Nothing was charged; your cart is still there to try again.
Licences
How do I move a licence to a new server?
Stop the old server and start the new one; the slot follows by itself, with nothing to reset. Every install is listed on the licence in your account, and you can free one from there.
A server stopped checking in. What happens?
It keeps running on its offline lease, whose length is set per product, and renews by itself when it can reach us again.
Can I share a key with my team?
Within your own organisation, on the servers your option allows, yes. Outside it, no: a key shared around can be suspended.
Downloads
Why does my checksum not match?
Every download is marked to your order as it is served, so your copy's checksum differs from the one listed. That is expected.
Where are older versions?
On the Downloads page in your account, under each product: open 'Earlier releases'. Every release your purchase covers is there, except any the shop has switched off.
Refunds
How do I ask for a refund?
Open a ticket from your account with the order number, or reply to your receipt. Our refund policy page says what is covered.
What happens to my licence after a refund?
It is suspended and the downloads are withdrawn. Servers already running keep going until their offline lease ends.