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FAQ For Windows

This page is dedicated to helping you quickly find the answers you need. At the same time, it also contains the entries of Guide and Community for you to check more information.

For Mac

homeOnline Help > FAQ & Troubleshooting For Windows

What To Do if the Registration Code is Invalid?

1. The first step is to ensure that the product you are trying to register is the one that you have purchased. To ensure that you have the correct product it is recommended to uninstall the current version you have, and then download and install the correct product from the URL we provided in the registration e-mail to reinstall. Meanwhile, the windows version can only work on Windows computer, if you want to use it on Mac, you need to purchase the Mac version. That is to say, you couldn't use the same version on both Windows and Mac computer.

2. The second step is to double check the spelling of the licensed e-mail address or registration code, as both are case sensitive. It is recommended to copy the e-mail and registration code directly from the registration e-mail and then paste them into the corresponding text boxes in the registration window. They are all zeros in the registration code, no letter O.

3. Please note that the OCR plugin couldn't be used separately.

If the purchase is made from one of our resellers, agents, eBay, or the App Store, we will not have your order information in our system, as they do not share customer information for privacy reasons. You can still contact us and supply us with the following information:

  • 1If this does not solve your issue, you can contact us for assistance. To allow us to isolate the issue quicker we would request that you include a screenshot of the registration window with the e-mail and registration filled in for further troubleshooting.
  • 2If you are using a Windows computer, check the instructions here to take a screenshot when you fail to register.
  • 3If you are using a mac, just press Command+Shift+4 on the keyboard to take a screenshot.

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%appdata%\Wondershare\PDFelement\log

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