Sales FAQ

 

I lost my Ad-Aware 2008. How do I get it back without paying for it again?

There are different ways to access a new installation file of Ad-Aware 2008, depending on how you purchased your software.

Ad-Aware 2008 Free is available from Lavasoft's website.

For retail shop and online retail customers:

  • If you registered your copy of Ad-Aware 2008, you can update your old version of Ad-Aware 2008 by logging in to the Support Center (or to the Partner Center, if you are a Lavasoft Partner.) Under "Resources," click on "Product Downloads." Click the link for your product, and follow the directions on the screen. (If you have not registered your Ad-Aware 2008 Plus or Professional, see your installation CD where the registration is printed.)

For element 5 customers:

  • To upgrade your old version of Ad-Aware 2008 to the current version, login to the Support Center (or Partner Center, if you are a Lavasoft Partner).You will find download information (on products you have a valid license for) in "Product Downloads" under "Resources." By clicking on "License Info," you can see if you need to renew your license to download the program. Information on "License Renewals" can also be found in the Support Center or Partner Center.

When does my license for Ad-Aware 2008 expire?

This will depend on the type of license you purchased. Licenses for Ad-Aware 2008 can be purchased for 1, 2 or 3 years. Your license will expire 1, 2 or 3 years after it has been activated (depending on the length of license you purchase). In order to continue using the program you must renew the software when your current license period expires or is due to expire. Renewals of Ad-Aware 2008 can be made at a discounted rate.

Can I install my copy of Ad-Aware 2008 on more than one computer?

Each computer requires its own personal license of Ad-Aware. If you purchase one license/copy of Ad-Aware then it can only be installed on one computer. However we now offer multi-packs at the Special Offers store.

Do you offer special discounts for academic and non-profit institutions?

We currently offer a 45% discount for academic, non-profit and government organizations. To be considered for this discount please contact our Worldwide Sales Department via your organizations official email address.

What payment options are available when purchasing Ad-Aware 2008?

All of our electronic transactions are protected by SSL encryption. The padlock may not appear in your browser window because our secure order page is being opened within a frame. Frames are a method of displaying several web page components within one browser window. The use of frames prevents your web browser from displaying the padlock as a default.

The following payment methods are available:

  • Credit Card
  • Solo/Switch/Maestro (only if issued in UK)
  • Bank/Wire Transfer
  • Check
  • Cash
  • Invoice

We use SSL (Secure Sockets Layer) encryption technology to transfer your data securely. Our encryption is certified by VeriSign.

Credit Card

  • We accept Visa, MasterCard, American Express, Diners Club, and JCB.
  • When you pay by credit card, your order will be processed immediately. Postal mail shipments are initiated immediately. Products available electronically are generally ready for download immediately, or no more than 48 hours after you place your order.

Solo/Switch/Maestro (only if issued in UK)

  • We accept debit cards from Switch/Maestro and Solo (UK).
  • When you pay by debit card, your order will be processed immediately. Postal mail shipments are initiated immediately. Products available electronically are generally ready for download immediately, or no more than 48 hours after you place your order.

Bank/Wire Transfer

  • To help minimize fees for wire transfers to foreign countries, you may send bank transfers to one of our accounts in Germany, France, Great Britain, Finland or Japan.
  • You will receive the account information via e-mail after your order has been processed.
  • You will receive your product once payment has been received.

Check

  • We accept all personal, business, and Cashier's checks. Please note that personal checks may be held for up to 10 business days.
  • Please note that postal money orders must be in US dollar currency and drawn on an US Bank. Please send those postal money orders to our US-Office:
    • Element 5 Inc.
    • 9625 West 76th Street, Suite 150
    • Eden Prairie, MN 55344, USA
  • You will receive detailed information by e-mail after your order is processed.
  • Products will be shipped once payment has been received.

Cash

  • You can also send us cash by mail. You will receive notification of our postal address by e-mail after your order is submitted.
  • Your order will be shipped as soon as payment is received.

Invoice

  • We also accept purchase orders. In this case, your product will be shipped immediately.

You can verify the security of our web form by right-clicking on the "Buy Now" button and choosing the option "Open link in a new window." This will open the order form in a new browser window that displays the security padlock symbol.

PayPal

  • PayPal payments for orders are currently only accepted in USD, EUR, CAD, GBP and JPY. All other currencies will be converted into EUR.
  • A valid PayPal account is not required to use this payment method; you can set up an account when you are directed to PayPal's Web site.
  • If you choose PayPal as your payment option, you will be automatically redirected to PayPal's Web site. You can then log in to PayPal as usual or set up a PayPal account to pay for your order.
  • During the payment process, all information will be exchanged in encrypted format exclusively between you as the account holder and PayPal's Web site.
  • After the transaction has been successfully completed, you will be returned to element 5's order process pages.
  • Typically, product delivery will be initiated immediately.

If you prefer to contact our distributor to place an order, please use the following contact information:

Customer Service: United States

  • Element 5 Inc.
    9625 West 76th Street, Suite 150
    Eden Prairie, MN 55344, USA
  • Tel.: +1-952-646-5022 or +1-800-406-4966
    Fax.: +1-952-646-4552

Customer Service: Europe

  • Element 5 AG
    Vogelsanger Strasse 78
    50823 Cologne, Germany
  • Tel.: +49-221-31088-30
    Fax: +49-221-31088-29

Can I use Ad-Aware 2008 with an anti-virus program?

All versions of Ad-Aware 2008 are compatible with all major anti-virus and firewall solutions. For optimal protection, we recommend using three tiers of defense: an anti-virus program, a firewall, and anti-spyware software.

Is there a discount available when upgrading from Ad-Aware 2008 Plus to Pro?

You can access product upgrade information and upgrade your software at a discount price by visiting the Product Upgrade section of the Support Center.

Do you have a way to compare Lavasoft products?

Please take a look at our Product Comparison Chart to help you decide which product is right for you or your business.

Do you have manuals for Ad-Aware 2008 products?

User manuals are included in the installation files for all editions of Ad-Aware 2008. If you cannot access your copy, please download a new copy from "Product Manuals" in the Resources section of the Support Center or Partner Center.

I changed my e-mail address. How do I update my registration information?

To update your e-mail address, please contact Lavasoft Support at the following address: changeemailaddress@lavasoft.com.

IMPORTANT: Please provide your current registered mailing address, current registered e-mail address and the new e-mail address that you would like to use.

Do you have a version of your product that can be installed on one server and monitored on a network?

Ad-Aware Enterprise offers the Centralized Ad-Aware Enterprise Console for networks. Our central console gives your IT Administrator full control and centralized monitoring capability for your entire network. The Ad-Aware Enterprise Console allows your IT Administrator to view all registered and active clients (network computer users), to see what computers are actively running Ad-Aware, to monitor reference file versions, and to evaluate the spyware/malware detection logs from previous Ad-Aware scans.

What languages does Ad-Aware 2008 support?

  • German
  • English
  • Spanish
  • Flemish
  • French
  • Italian
  • Dutch
  • Portuguese

What happens after I purchase Ad-Aware 2008?

After purchasing the product from our homepage, you will receive a confirmation e-mail, with all the information regarding your purchase, including your customer reference number, price and the Ad-Aware 2008 version you purchased. To receive this information, it is important to include your accurate e-mail address at the time of purchase. You will also receive an email advising you how to download and install your version of Ad-Aware 2008.

Who should I contact if I have questions regarding payment?

Please contact element 5 regarding payment and ordering issues. You can send in a Sales Support inquiry from the Support Center, (or from the Partner Center, if you are a Lavasoft Partner) or visit their Customer Care Center.

You can also use the following contact information:

Customer Service: United States

  • Element 5 Inc.
    9625 West 76th Street, Suite 150
    Eden Prairie, MN 55344, USA
  • Tel.: +1-952-646-5022 or +1-800-406-4966
    Fax.: +1-952-646-4552

Customer Service: Europe

  • Element 5 AG
    Vogelsanger Strasse 78
    50823 Cologne, Germany
  • Tel.: +49-221-31088-30
    Fax: +49-221-31088-29

Can I purchase Ad-Watch separately?

Ad-Watch is not sold as a separate product; it is included in Ad-Aware 2008 Plus and Ad-Aware 2008 Pro.

What support is included with the Ad-Aware 2008 Free version?

We do not offer email support for Freeware users.

Please use our support forums at http://www.lavasoftsupport.com where volunteers and employees can assist you.

My user information in the Support Center says that I do not have a valid license. Is this correct?

Please check the details of your license agreement from the time of purchase. Licenses are valid for one year from the time of purchase, unless otherwise stated.

HACKER SAFE certified sites prevent over 99.9% of hacker crime.