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MacXDVD Customer & Technical Support

Being devoted to become the leading provider of easy-to-use DVD ripping and video converting solutions, we value any feedback from you.

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Below are some most commonly asked questions that might help you solve your problems. If you still cannot find a ready solution to your question, please contact our sales or technical support team. Our staff will get back to you as soon as possible.

Order Online

  • What benefits are available if I purchase your products?
    1. You will get the full version of our software (5 minutes limitation removed).
    2. FREE lifetime technical support via e-mail, guaranteed reply within one business day.
    3. FREE lifetime update to latest version.
    4. Get discount for purchasing other products. Email us for request.
  • What payment method do you accept?

      A. We accept several types of payment: Credit Card, Bank/Wire Transfer, Check/Money Order, Fax, etc.

  • Is it safe to purchase product via your website?

    Yes, it is 100% secure to do business with us. The Payment platform we utilize is 2Checkout, which are the most trusted ecommerce companies in the world. The order of your private information, such as credit card number, addresses and so on will never be disclosed without your specific permission.

  • When and how can I get the program I ordered?

    Once you complete the online order, you were supposed to receive an email with the order information and license code from our payment processor 2Checkout. Please allow a few minutes for the auto-generated license message to reach your inbox. Check the spam folder if you could not find the license retrieval email. However, there is possibility that your email service provider rejects emails from unknown senders. Please feel free to contact us if you do not get the email after 30 minutes.

  • Do you offer any discount for non-profit organizations/schools?

    Yes, Digiarty Software offers discounts of all the products for approved schools, churches, government entities and charitable organizations! You can write an email to us with prove, up to 50% discount will be offered.

  • I purchase the wrong product by mistake. Can I exchange it for the right one?

    Yes, you can. In this case, please uninstall the wrong product first. Then email us with your order information and the right product you want. We will exchange the right one for you.

  • What is your refund policy?

    Digiarty Software, Inc. provides refunds within 30 days of product purchase. We'll hold the 30-day money back guarantee if our products cannot normally work with error or bug and we cannot solve it within an acceptable period of time or provide a temporary solution. Sometimes the software doesn't work well due to improper operations. We strongly suggest you contact our support team for help first with detailed problem description. One business day reply is guaranteed.

    Please note we do not accept irrational or no reason refund. The following refund requests will be rejected:

    1. You request a refund for no particular reason;
    2. You request a refund by simply a "It does not work" or "I do not want it" reason and refuse to elaborate;
    3. You request a refund for a feature we do not have/support. Digiarty products are sold as "try-before-you-buy" software. We highly recommend you to verify the program's functions and make sure it works well on your computer before your purchase.
  • I am just trying to install the program on my bedroom computer, but I got an invalid license pop-up. How can I do if I want to install programs on more than one computer?

    We are really sorry that one license of our software can be used on one computer only. However, we offer personal license for those who want to install the program on all of their personal computers. Simply contact us at sales@macxdvd.com for help. Note, if you originally purchased the personal license, you do not need to pay the extra.

License Code

  • What's the difference between the trial and the full version?

    Trial version is limited to rip the first five minutes of any DVD. And thus, Trim function is not available for the trial version. After you purchase the program, you will be provided the license code which will unlock these limitations.

  • I didn't receive the license code for several hours after my purchase. Why?

    The possible reasons might be:

    1. Due to your email setting, the letter with license code went to Trash directly. Please check the folder there.
    2. You provided invalid email address when you ordered the software.
    3. Your email service provider rejects emails from unknown senders.

    Please let us know by writing to sales@macxdvd.com if you are under one of the last two situations.

  • Can I use one license of your software on multiple computers?

    One license of our software can be used on one Mac only. If you would like to purchase additional licenses, please feel free to contact us.

  • What should I do to move the software I purchased from the old computer to the new one?

    Firstly, please remove the license code manually by clicking the top right corner on the software interface; secondly, uninstall the software from your old computer, and then download the version you purchased from our website or use the CD you bought to install it on your new one. Use the registration information you got before to activate.

    Please contact us at support@macxdvd.com for help if you cannot remove the license for computer crash or any other reasons.

  • What if I lost the license code?

    If you lost your license code, please do not worry and feel free to contact us to request your original license. Please provide us with detailed information about your purchase, such as order ID, email address, user name, etc.

  • Do I need to re-register after I re-install the software?

    Yes, you need to re-register after you reinstall the software.

  • How do I register my copy? Do I need to go online to do so?

    You can simply register the program by coping and pasting the license code to the program.Generally, the program will auto-remind users to register every time you open it if you have not registered it. If there is no reminding, it simply means that it is registered.

  • Why are customers asked to retrieve a new license key?

    MacXDVD Software is introducing software activation as a protection feature in the latest version of all our products. Product activation is a secure, and hassle-free process designed to deter the unlicensed use of MacXDVD Software and stop the spread of software piracy. This is also a way to protect clients' interests to the greatest extent possible.

Download and Upgrade

  • I have just purchased Digiarty product. Please tell me the meaning of "You have 3 downloads remaining"?

    The download link is provided by Digiarty's payment processor 2Checkout and it means you can use the link to download the program three times only. But, please don't worry about that, there is no such limitation on our official site. Please simply visit this page to find the download link of the product you purchased.

    They are always for the latest version and of no time limits, you can keep it for future use.

    Note: It does not mean you can use the program on three computers.

  • Message of "'MacX Video Converter Pro.app' is damaged and can't be opened. You should move it to the Trash".

    OS X Gatekeeper shows this message because the application bundle is not digitally signed. To run the application for the first time, you will need to disable Gatekeeper as follows:

    1. Go to System Preferences... | Security & Privacy | General tab.
    2. Click the Lock icon in the lower left corner and enter your password to make changes.
    3. Select Allow apps downloaded from: Anywhere.

    You can enable Gatekeeper again after the first successful launch of the application.

  • What is your upgrade policy? Is it free?

    To make it fair to our purchased customers, free updates are offered only for our purchased/paid customers. And we hope you could understand this. You could enjoy any upgrade, major or minor, without any fee involved after you purchased our software.

  • How do I upgrade my program?

    Generally, we will upgrade our products regularly to improve our program's performance with advanced functions. To check if the version you have is the latest version, you can simply click the "check new version" button on the interface. It will lead you to the upgrade page and the latest version is free for purchased users to download. Furthermore, we are planning to add the function of checking auto-upgrade to all the products in the near future.

  • I failed to launch the software after updating OS X to macOS Sierra, what shall I do?

    Please download the latest version at our website. The latest version of our software are compatible with macOS Sierra system.

Technical Questions

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