Order FAQs

|||Order FAQs
Order FAQs2018-08-22T00:31:28-05:00
What is Upgrade Assurance?2018-08-19T09:05:10-05:00

Canvas Upgrade Assurance guarantees you updates and all major upgrades for the duration of your subscription. (For example, you will receive Canvas 2020 when it is released later in 2019.) Upgrade Assurance ensures that you will always be up-to-date with the latest from Canvas at 30% less than normal upgrade pricing.

What is Software Assurance?2018-08-19T09:05:28-05:00

Software Assurance is available for purchase when you have added a Canvas product to your shopping cart. By purchasing Software Assurance, you are entitled to 1 year of free updates and major upgrades to the next version of your Canvas product. You also receive unlimited access to Premium Support and our toll free support number.

What is a Backup CD?2018-10-29T19:53:10-05:00

Protect your purchase with a backup CD. Get a backup CD of your downloadable software mailed directly to you by clicking on the Request Now button in the CanvasID User Portal so we can fulfill your request. This feature is only available as an additional service to the purchase of a digital product and cannot be purchased as a stand alone product.

What payment methods do you accept?2018-08-19T09:06:49-05:00

We accept all major bank cards which include Visa, MasterCard/EuroCard, American Express, Discover, Diner’s Club, and JCB for US currency. For other currencies, we accept Visa, MasterCard/EuroCard, and American Express.
We also accept PayPal payments.

When will my bank card be charged?2018-08-19T09:07:40-05:00

Your bank card will be charged immediately after your purchase has been placed.

How will the charge appear on my bank or credit card statement?2018-08-19T09:08:26-05:00

The charge will appear on your bank statement as:

Do I have to pay sales tax?2018-08-19T09:09:13-05:00

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated on the Summary page once your billing address have been entered during checkout.
The price indicated includes anticipated VAT that we will collect from you based on information you make available to us.

How can I get a copy of my invoice?2018-10-29T14:15:02-05:00

Contact Customer Care or by phone at 1-888-268-9872 to request an invoice.

Can I order by Phone?2018-08-22T00:02:41-05:00

Yes. Please call us at 1-888-268-9872 and we would be happy to help.

What address should I enter on the Billing page?2018-08-22T00:03:20-05:00

For credit card verification, you must enter the address exactly as it appears on your credit card statement.

Should I put spaces or dashes in my credit card number?2018-08-22T00:04:03-05:00

No. Your card number should be entered in as a continuous string of numbers.

Why is it not accepting my bank card?2018-10-29T14:06:23-05:00

There are many reasons for a failed bank card transaction. Your card may have expired, or reached its limit, or a bank card computer – either on our end or your bank’s end, may have encountered a machine error.  If you need assistance, contact Customer Care or by phone at 1-888-268-9872.

How do I start a new order?2018-08-22T00:05:56-05:00

You can start a new order simply by clicking the following link: Canvas products

How can I get technical support for my product?2018-10-29T14:05:23-05:00

For assistance with the installation, use, or un-installation of your software, please contact our Customer Care or by phone at 1-888-268-9872.

Why do I need to accept “cookies”?2018-10-29T12:53:45-05:00

Cookies are placed on your browser for your convenience, and the Commerce System used is dependent on these cookies. When you place an order, information is written onto your hard drive.

How do I set up my browser to accept cookies?2018-08-22T00:09:33-05:00

Most browsers accept cookies by default. If you encounter an issue with your web browser, please use the Internet to search, “How do I set up < your browser type ie) Internet Explorer, Chrome, Firefox, etc > to receive cookies?”

How do I download?2018-10-29T14:13:15-05:00

You can download by either clicking the ‘Download Product’ link in your Order Receipt email or by doing a download by right clicking on the ‘Download Product’ link and choosing ‘Save target as’ or ‘Save link as’.

Where do I download the file? You can download the file anywhere you like, just make sure that you remember the location where you saved it, and the name of the file. If you choose Desktop, this will be easier for you to install the product once you have completed the download.

What will happen when I download? Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.

What happens after I download? After the download has completed, you will need to go to the location that you saved the file at and double click on the new icon to start the installation. Contact Customer Care or by phone at 1-888-268-9872 if you require any assistance.

How do I re-install software I purchased as a download?2018-10-29T14:12:44-05:00

You can re-download your product(s) from the download links in your Order Receipt email within a year of purchase.
Or, you can sign in to the CanvasID User Portal, navigate to My Apps, and re-download your purchased product(s) at any time.
If you need assistance with the installation of your software after re-downloading, please contact Customer Care or by phone at 1-888-268-9872.

How do I get my license code(s) after purchase?2018-08-22T00:13:25-05:00

If your product has a license code, you can find this code in your Order Receipt email.
You can also find this by signing in the CanvasID User Portal.

What if my license code does not work?2018-10-29T14:12:02-05:00

First, make sure you have the correct license code. If it is still not working, please contact our Customer Care or by phone at 1-888-268-9872.

How do I re-download software I’ve purchased?2018-08-22T00:14:52-05:00

Sign in to CanvasID User Portal, click My Apps, and click on the “Download” button of the product you want to download.
You can also click on the ‘Download Product’ link in your Order Receipt email.

I’ve finished downloading the software – how do I find the installer?2018-08-22T00:15:36-05:00

The best way to know where your download saved is to pay close attention to the “Save As” window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will be given the “Save As” window, which shows you exactly where your download is being saved to on your computer.
If you know the filename, you can do a search on your computer for it.

Will my subscription automatically be renewed?2018-08-22T00:16:10-05:00

Yes, you will receive reminder emails 5 days before it expires and be automatically renewed at the end of your period (monthly or annual). The charge will be made on the same bank card you used for your original purchase. You will receive an Auto-Renew confirmation email upon successful renewal.

How do I cancel my auto-renewing license?2018-10-29T14:11:20-05:00

To cancel Auto-Renew on your subscription, please contact Customer Care or by phone at 1-888-268-9872.

What is your refund policy?2018-08-22T00:17:23-05:00

The Canvas GFX store offers a 30-day money back guarantee.  If you purchased a subscription and want to cancel after 30 days of purchase date, no refund is made but auto-renew for subscription will be disabled.

How do I request a refund?2018-10-29T14:10:19-05:00

To request a refund, please contact Customer Care or by phone at 1-888-268-9872.

What is your Privacy Policy?2018-08-22T00:19:09-05:00