- How do I get my unlock code?
If you lost your unlock code (or order number, beginning with 'ST' or 'SC'), you can get it again by visiting Tenebril's Order Finder page at,
http://www.tenebril.com/support/orderfinder.php
There you will be able to enter your e-mail address, and your order number will be drawn from our...
- Why isn't my order in your order database?
Depending on the product and when you purchased it, the Order Finder on the Tenebril website may not be able to find your order. If this is true then please contact our Customer Support and they will be able to find your order.
- Why does it say I've installed as many times as my purchase allows?
Most Tenebril products have a security system built in that restricts the number of times you can install per purchase. This helps prevent people from illegally copying Tenebril products, and unlocking them using the same order number.
If you have exhausted your installs for a legitimate...
- I changed my e-mail address; how can I unlock my product?
Our order database still has your original purchase information. So to unlock your product, you can use your order number and your original e-mail address (the one with which you originally purchased the product) and you'll be fine; the database will recognize you with that address.
If you...
- Why does it ask me to unlock the product when I connect to the Internet?
All Tenebril products have a security feature built in that helps prevent piracy (illegal copying). The products allow themselves to be unlocked using a serial number (which is easily shared and thus insecure) if the computer on which they're installed is not connected to the Internet. If,...
- Do you ship anything to me when I purchase?
For the regular retail price, we offer our software for download directly from our website. For an additional $10.95 fee, our e-commerce provider will ship you a copy of the software on CD. However, this distribution does not contain a printed manual or other materials.
If you don't use the...
- When I upgrade my computer, what do I need to re-unlock your software?
When you upgrade your computer, you'll need to reinstall whatever Tenebril products you have. To reinstall, you need three things:
1) The product itself. You can download a fresh copy from our website at
http://www.tenebril.com/downloads/archives.php
Click the "Download trial" link, even...
- Can I purchase your products by phone?
Yes. You can call Tenebril at,
1-800-454-3091 (Monday - Friday, 9:00am - 5:00pm EDT)
Please make sure you have your credit card ready when you call.
Thank you for your interest in Tenebril products.
- How much do your products cost?
Our online store lists all our products, along with their prices. You can purchase them from our online store as well. To visit the online store, click on the links below:
http://www.tenebril.com/consumer/utilities.php
http://www.tenebril.com/consumer/
- What is my serial number?
Your Tenebril order number is string of numbers preceeded by the letters "ST" or "SC" and will be sent to you in e-mail when you purchase a Tenebril product. If you made a purchase in a retail store, your order number will appear on the CD envelope.
All Tenebril products use a security...
- I lost my serial number. How can I get it back?
If you've lost your order number (begins with ST or SC), you can retrieve it by visiting Tenebril's online Order Finder at http://www.tenebril.com/support/orderfinder.php. Please input the e-mail address that you entered during your initial registration to retrieve your order number.
- My order number doesn't start with 'ST' or 'SC' and doesn't work
You have purchased our products from our partner Digital River, who uses a different receipt format from our other partners and issues its own order number (which begins with "DR" and/or has no letters). Your 'ST' or 'SC' order number is in your receipt e-mail. Please check for a number that...
- My shopping cart remains empty when I try to purchase
On-line stores use cookies to temporarily store the items that you are purchasing. If you have your cookies disabled or are using our GhostSurf programs, you need to enable cookies and disable GhostSurf in order to make your purchase.
What's happening is that you've selected the items you want...
- I get a message "Your Internet Connection could not be used..." while unlocking the software
The issue could be because of your firewall (or a similar program), which may be blocking GhostSurf from connecting to Internet. GhostSurf requires to connect to Internet in order to complete the unlocking process.
You may try disabling your firewall temporarily before unlocking the product....
Knowledge Base