Technical support for Video Converter, DVD Ripper Platinum, iPhone to Computer Transfer, DVD Cloner, DVD Creator and other 3herosoft products

Read our FAQs (Frequently Asked Questions).
Make sure you are using the latest version.
If you still can't solve your problem, please contact our support team, do remember to send us the information :
Version number, Operating System version, Hardware configuration, and The error message .

FAQs

Q: How to register the software?
A: For registration details,please refer to Registration Guide

Q: How to use the software?
A: About how to use the software,please refer to Guides

Q: Your iPod/iPhone software can't recognize my iPod/iPhone/iPad. Why?
A: There are two possible reasons for the failed recognization.
1. The software you are using is older version. Please download the newest version from our website.
2. The iTunes on your computer is out-of-date. Please update it to the newest version.

Q: How can I get the free trial version of the software?
A: Download the software you want from our website and install it. When you perform the conversion, a registration request window will pop up. Please ignore it and directly click Later button, and then you get the trial version.

Q: How to report bugs?
A: Please send email to: support@3herosoft.com

Q: What happens after I send the order?
A: Normally, you will receive your registration information in a few minutes after sending the online order form.
If you do not receive your registration information within 12 hours, or you have lost the registration email, please contact us at support@3herosoft.com. We will be glad to help you.

Q: I have not received my registration information. Why?
A: In some cases, there is a processing delay. For some other cases, people may have submitted the wrong email address. In rare cases, the registered users are unreachable due to invaild email account or email privacy filter software. Please feel free to email to support@3herosoft.com. We'll resend you register information soon.

Q: If I purchase your software, can I upgrade it for free in the future?
A: You can always get normal update version of the software for free. You can get the update version from our website. Your original license code is still valid for the update version.

Q: I entered the license code you sent me, but the software said "Invalid registration info!". Why?
A: There are several possible reasons for the failed registration.
1. This is caused by entry error. You'd better copy and paste the license code to avoid a typo. And please don't add any blank before or after the code.
2. You order or download wrong product, such as mix up 3herosoft DVD Cloner and 3herosoft Movie DVD Cloner.
3. You mix up the Windows and Mac version products. Please note that they are completely two different products and get different license code for each own.

Q: How to register Suite products.
A: After you purchase our suite products, such as 3herosoft iPad Mate which includes 3 products: 3herosoft iPad to Computer Transfer, 3herosoft DVD to iPad Converter and 3herosoft iPad Video Converter, you will receive an email in which includes the following registration info:
*** Registration Information ***
Regname: Customer Jim
Regcode: "3herosoft iPad Video Converter" 4537-75C9-375E-3AEE-A420-1234-C169-B6FB "3herosoft DVD to iPad Converter" 1785-DB96-EE73-5FB6-B34A-5678-23DD-1896 "3herosoft iPad to Computer Transfer" 7A41-1003-58C7-3212-9100-E764-F681-6FBB

You can register your 3 products separately using the following registratin info:
3herosoft iPad Video Converter
Regname:Customer Jim
Regcode:4537-75C9-375E-3AEE-A420-1234-C169-B6FB

3herosoft DVD to iPad Converter
Regname:Customer Jim
Regcode:1785-DB96-EE73-5FB6-B34A-5678-23DD-1896

3herosoft iPad to Computer Transfer
Regname:Customer Jim
Regcode:7A41-1003-58C7-3212-9100-E764-F681-6FBB

Q: If I want a CD-ROM of the software, what should I do?
A: You have to place your order via Regnow platform. When you order our product, you can Add BackUp CD of your Order. You need to pay extra fee for each CD-ROM. Regnow staff will make and ship the CD for you.

Q: How long will it take to get your supporting response?
A: We promise to answer you within 24 hours. But in most cases you'll get our response in a few hours.

Q: I lost my license code, can you send it again?
A: Sure. Please write to us at sales@3herosoft.com, and please enclose your order related information (such as Order ID, E-mail address and name you used when you purchased etc.) which will enable us to find your order in our database in time.

Q: I get a new computer, what should I do to move the software I purchased to the new computer?
A: First please uninstall the software from your old computer. And then download the version you purchased from our website at http://www.3herosoft.com/downloads.html or use the CD you purchased to install it on your new one. Use the registration information you got before to register the full version.

Q: Do I need to re-register after I re-install the software?
A: Yes. You need to re-register after you re-install the software.

Q: Am I entitled to a refund?
A: You can find certain conditions to apply for a refund here.

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