Knowledge Base
All Products
Purchasing and unlocking
Why does it say my order is not in your database?
If, when you try to unlock the product you've purchased, the product reports that your order is not in the database, there are three potential problems:
1) Our database server has not updated yet. Please give our server 15 minutes after you've received your receipt, and then try again.
2) You are using the wrong order number. Your order number begins with 'ST'. Please check your receipt for an 'ST' number. If you can't find it, you can use our online Order Finder at ( http://www.tenebril.com/products/orderfinder.php ) to recover it.
3) You are using the wrong e-mail address. Please make sure you use the e-mail address with which you purchased the product when you're unlocking it, even if this is not your current e-mail address. The e-mail address you enter must match our records. This prevents others from stealing your license.
Finally, if none of these solutions resolves your problem, please send a message to our customer support staff by visiting ( http://www.tenebril.com/kb/directquestion.php ). Please make sure you send us your purchase information (order number, e-mail address, name) so that we can verify your claim against our records. We will be happy to issue you a new order number that will allow you to unlock the product.
Thank you for your time and patience!
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