Frequently Asked Questions

Please check here before contacting us for support.

Product Update History

Please make sure you have the latest version.

Still have questions?

After reviewing the FAQs for your product, if you still have questions, please contact us.

NEED SOME ASSISTANCE?

Please review this page as well as the help section of the software before contacting us.

We make every effort to provide a response to support e-mail within two business days. In 90% of cases, your questions can be answered below.

MISSING LICENSE KEYS

If you did not receive your license key, the e-mail was likely blocked by a mail filter at your ISP or placed in your spam folder.

If you originally purchased from our SWREG store, you can find your license key here.

If you originally purchased from our PayPal store, please contact us to retrieve your key.

If you originally purchased from our Kagi store, you can find your license key here.

If you purchased an upgrade, these links may only return your original license key. Please e-mail us for the current one.

LICENSE KEY NOT WORKING

Make sure your key is for the product you are using and that you have the correct version.

The first digit (number) in your license key indicates the version of the software it is intended to work with. It will not work in any other version.

If you have an older OS and need to use an older version of the software, please contact us so that we can issue you a proper key.

To avoid typos, copy/paste the key directly from the e-mail, with no extra spaces before or after.

CLOUD RESOLUTION

EarthDesk's cloud images are standard-resolution by default. Details are available here.

High-resolution cloud images require the purchase of a cloud key. You must be using a minimum of EarthDesk 5.8 (Macintosh) or 5.2 (WIndows).

EarthDesk versions prior to 4.8.2 (Mac) and 4.6 (Windows) will not display any clouds.

UPGRADES AND UPDATES

Users will be notified of upgrades to the products they have purchased unless requested otherwise.

Major upgrades, for example from 4.x to 5.x, can be downloaded and purchased for a discount. If a major new version of your product is released within 90 days of your original purchase, you will receive a free upgrade.

Minor updates, for example from 5.1 to 5.2, are free to licensed users of that version. Download free updates here.

FEATURE SUGGESTIONS

Some of our favorite features are the direct result of user suggestions. If you have an idea for making our products more useful to you, contact us.

Really great ideas may earn you a free upgrade.

All submissions become the property of Xeric Design, Ltd.

IF YOU FIND A BUG

Please tell us as many details as possible and we will make every effort to resolve the issue. Bugs that are reproducible are the easiest to fix, so the more information you can provide, the better.