Purchase FAQs

All purchases currently include a one year free upgrade period. You can use a new version released within one year after your purchase date for free. For EO.Web Controls, the free upgrade only covers new version of your existing controls, it does not cover new controls.

Note this is an additional benefit on top of the perpetual license you received for the version you purchased. After one year you will no longer be able to receive new versions for free, however you will continue to be able to use the version you original purchased, along with all new builds you have received within the one year free upgrade period forever.

Q: What's the benefit of placing an upgrade order?

A free one year version upgrade is included with all orders. If a newer build of your version is released within one year, then your existing license key will continue to work for that build. If a newer major release of the product you purchased becomes available within one year, then you will receive a new license key for that release for free. Note for EO.Web Controls, this free license key has the following restrictions:

It does not cover new controls introduced in the new release;
It does not cover new builds made beyond one year of your purchase date. The license however will work forever for those builds that are covered;

In order to remove either of these two restrction, you must place an upgrade order to upgrade your license to the new version. Because the upgrade order is a brand new order (except that you will not pay the full price, see below), it carries all the benefits of a new order, including a new one year free tech support period.

We offer deep discount for upgrade orders. The discount rate is based on the release you purchased. The older your release is, the less the discount is. The current discount rates are:

For EO.web Product:

If your release is...	Upgrade Price
2012	Current release, no need to upgrade. Your license key will continue to work for all update builds for this release.
2011	30% of the full price
2010	50% of the full price
2009	60% of the full price
2008	70% of the full price
Older versions	No discount available

For EO.Pdf Product:

If your release is...	Upgrade Price
2012	Current release, no need to upgrade
2011 & 2011.2	Price Difference between your purchased price and the current price + 15% of the full price

Please contact us if you wish to place an upgrade order.

Q: How to receive license keys for a new release?

If you are still within the free upgrade period, you can receive license key for the new version for free. To receive your free license key, please log into your account, then visit "My Orders" page and click "View" under "License Key" column for your original order. A list including all eligible versions will be displayed. You can then choose the new version from that list to access license key information for the new version.

If you do not see the new version in the list, then it is not covered by your original order. In that case please contact us to place an upgrade order. Also note the license file obtained through free upgrade does not cover new controls. An upgrade order is needed if you wish to use the new controls.

Q: Do you offer volume discount (discount on multiple licenses)?

Yes. We offer deep volume discount. The discount are automatically calculated and applied during the check out process. Please visit the purchase page to see the exact discount amount.

Q: Do you have a price in my local currency?

Unfortunately no. All our products are priced in U.S. dollars. If you purchase online with a credit card, your credit card issuer will usually perform the conversion for you. You may wish to call them to confirm the conversion rate.

Q: How is the product supported?

We constantly post update builds that includes bug fixes and feature improvements. You can subscribe to our announcements forum to receive email notifications when a new build is available.

If you have any questions regarding the product, you can post it in the product support forum or contact us here. The forum is moderated by us and usually we will answer your questions within a few hours, if not sooner. We can also schedule online meeting if it is necessary for you to demonstrate the problem to us.

Q: How secure is the online order process?

The online order process is secure. We use industry-standard secure socket layer to protect sensitive information. All payment information is encrypted before transmitting to our server to prevent possible interception by a third party.

We also support Google Checkout and PayPal if you prefer to use a third party checkout service without disclosing your financial information to us. Both providers guarantee:

Your account information is stored on their secure servers;
All sensitive information is sent over on a industry-standard SSL (secure socket layer) connection thus cannot be viewed by any third parties, not even us;
Google or PayPal do not share you financial information, such as credit card number, bank account number with any one, not even with us;

When an order is completed, Google/PayPal forward information that is necessary for us to process the order to us. This information includes your name, and general order related information such as item ordered, order time, etc. We do not share this information with any third parties.

Q: How is the product delivered? Can I get the license key immediately?

Once you complete the order, you can log into your account to check for order status. Our system also automatically sends notification emails to you when the order status changes. Thus it is important for you to use a real email address to create your account in order to receive such notifications. You will be able to access the license key immediately once the order is processed.

Your order is usually automatically processed within a few minutes. However under certain case it may require a manual review and can take up to one business day.

There is no physical shipment for the order. You can always download the latest build from our download page.

Q: What is a pending order and how to create one?

A pending order is an order that you have created in our system but have not completed the payment yet. When you submit an order online, it always appears as a pending order first until the payment is cleared.

Our system allows you to create a pending order without actually submit the payment online. You must first create a pending order this way if you wish to place a purchase order, or wish to pay by check or wire transfer.

Follow these steps to create a pending order without actually submit the payment online:

Go to the purchase page;
Select the product and quantity as if you were placing a regular online order;
Continue to the secure checkout page. You will be prompted to login if you have not logged in yet. If you do not have an account, you will be able to create an account. An account is free but is needed to manage your orders and license keys;
On the Checkout Method page, select Submit order only, I will pay later. This will create a pending order in your account without submitting payment information;
Continue to My Orders page following the on screen instruction. You should find the order you just placed in the Pending Orders section;

Once you have a pending order, you can proceed to submit your purchase order or payment to us. See how to place a purchase order or how to pay by check or wire transfer for more details. You can also click "Pay Online" next to the order to submit an online payment to us.

If you have accidently created a pending order by mistake, please just ignore it. A pending order will be automatically removed from your account after 30 days.

Q: How can I place a purchase order?

We accept purchase orders from well established companies. Please follow these steps to place a purchase order:

Create a pending order in our system;
Go to My Orders page and locate the order in the Pending Orders section;
Click "Invoice/Quote" if you need a price quote in order for your financial department to process the purchase order;
Click "Submit Purchase Order" to submit the purchase order to us if you have the purchase order in a .pdf, .doc, .jpg or .gif file. Otherwise you can fax your purchase order to us at 1-866-892-5773;
We will process the purchase order as soon as possible. An email will be sent to you once the order is processed;

Q: Can I pay by check or wire transfer?

Yes. Please follow these steps to pay by check or wire transfer:

Create a pending order in our system;
Go to My Orders page and locate the order in the Pending Orders section;
Click "Pay by Check/Transfer" to see detailed address and bank account information for you to send a check or wire transfer;

Your order will be processed as soon as possible after we receive the payment. An email will be sent to you once the order is proceeded.

Q: My order status is "Waiting for payment confirmation from....", what does that mean?

Once you place an order online, it always appears as a pending order first. The pending order will be processed when the payment is confirmed. In the mean time, you may see this message.

Note: If you submit the payment online, chances are that you will only see this message very briefly because most online payments are automatically processed within a few minutes. If you paid online but your order has been in pending state more than 24 hours, please check:

Whether you have actually submitted the payment. Both PayPal and Google Checkout payment method uses a popup window to redirect you to PayPal or Google Checkout's website respectively. If your browser has a popup blocker that blocked this window, you may have never seen the payment window thus has never submitted any payment to PayPal or Google Checkout at all. To remedy this problem, please disable your popup blocker and then select "Pay Online" to start the payment process again;
Whether the payment has been rejected by the payment provider. If you use PayPal or Google Checkout, you can log into your PayPal/Google Checkout account to check the payment status;

The following table lists all possible status:

Status	Remarks
Credit card to be charged	Our system will soon charge the credit card you provided. The order will be automatically processed if the charge is successful.
Credit card payment declined	The payment has been declined by your credit card company. Please contact your credit card company to find out why it has been denied or explicitly authorize the charge if necessary. Once that is done, you can select "Pay Online" next to the order to submit the payment information again.
Waiting for payment confirmation from Google Checkout	You have chosen to use Google Checkout as the payment method and we are waiting for your payment to be cleared by them. Please check whether you have successfully submitted the payment to Google Checkout (a new order should appear in your account) and the payment status of that order.
Waiting for payment confirmation from PayPal	You have chosen to use PayPal as the payment method and we are waiting for your payment to be cleared by them. Please check whether you have successfully submitted the payment to PayPal (a new order should appear in your account) and your payment status of that order.
Waiting for payment	You have not provided any payment information yet. Please select "Pay Online" to submit the payment online or use any other available payment options to submit the payment.

Q: What is Card Verification Code?

A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession.

The CVC on American Express cards is four digits, and is located on the front of the card, on the right side. Discover, MasterCard, and Visa use three-digit CVCs, which are listed on the back of the card. The CVC is the last three digits of the number that appears on your signature bar.

CVC Visa

CVC Amex

Q: Can I transfer my order to another person?

You can transfer an order to another person (account) if you are only making the purchase for them and do not intend to use the product yourself, for example:

You are the purchase department but the license is to be used by the engineer department;
You are a reseller that is placing an order for your client;

In order to transfer an order, please go to My Orders page, locate the order you wish to transfer, then click "Transfer" next to the order and follow the onscreen instructions.

Note you will not be able to transfer an order once you have accessed the license key information.

Q: What are the different order lists on My Orders page?

You may see three different order lists in My Orders page:

List	Remark
Processed Orders	Orders in this list are already processed. You can access the license key information or transfer the order to another account if you have not accessed the license key information. Note once you have accessed the license key information, you will no longer be able to transfer the order.
Transferred Orders	Orders in this list were originally placed by you but have been marked to be transferred to another user (account). You may transfer an order if you are only purchasing the product to be used by another entity and do not intend to use the product yourself. You can view the "Transfer Link" for a transferred order, but you can no longer view the license key information. The "Transfer Link" is used by the recipient to associate the order to his/her own account. If you have accidently transferred an order by mistake, you can click the link to move the order back to your "Processed Orders" list.
Pending Orders	This list contains all pending orders. See what is a pending order for more details.