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  • Avatar photoCustomer Inquiry
    Member
    July 3, 2018 at 1:17 pm
    Post count: 197
    #6542

    It’s been three weeks since I completed my purchase and submitted my license request, I haven’t received the USB license keys. My license number is [removed]

    Will my program stop working?

    If the USB keys were lost in the mail can you send new ones?

    Avatar photoTelium Support Group
    Member
    July 3, 2018 at 1:20 pm
    Post count: 258
    #6783

    USB keys are sent with insurance, tracking, and signature required upon receipt. If they are lost by the courier (eg: UPS, Fedex) then we claim the insurance value ($150) and issue new keys to you at no cost.

    However, in your case the item shows as delivered and signed for. We emailed you a copy of the name and signature of the individual who accepted the package (not posted for privacy reasons). Please check with this individual in case they have placed the package somewhere in your office or delivered to the wrong person.

    Avatar photoCustomer Inquiry
    Member
    July 3, 2018 at 1:21 pm
    Post count: 197
    #6784

    That person remembers receiving the package but is not sure where they put it. I guess we misplaced it in the office. What happens now?

    Avatar photoTelium Support Group
    Member
    July 3, 2018 at 1:26 pm
    Post count: 258
    #6785

    Don’t worry about your software. It will run for 60 days on the temporary license and if needed we can send you another temporary license by email.

    Since the USB keys were never used we can issue a replacement set of USB keys. There is a $150 charge to cover the keys, shipping and handling, and we will email you an invoice for the replacement keys shortly.

    Note that if the USB keys were used and then lost, you would have to purchase an entirely new software license since this situation enables a separate instance of our software to run. Normally you would claim this amount on your office insurance for a lost asset.

    [discussion moved to email]

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