Support Center | Tenorshare (2024)

Generally you'll receive the order confirmation e-mail within one hour after the order is processed successfully. The confirmation e-mail includes your order details, registration information and download URL. Please confirm you placed the order successfully and checked the SPAM folder in case it has been tagged as SPAM.

If you do not receive the confirmation e-mail even after 12 hours, it might be due to the internet problem or system glitches. Please contact our Support Team and attach your order receipt. We will reply within 48 hours.

If the code was lost during a computer crash or change, the old registration code cannot be retrieved. You need to apply for a new registration code.

To cancel your subscription quickly, you can always contact our support team. We will respond within 24 hours on weekdays and 48 hours on holidays.

You can also cancel the subscription by yourself. The steps are different on different platforms. Please click the link below to learn specific steps to cancel subscription

https://www.tenorshare.com/faq/how-to-cancel-subscripiton.html

Tenorshare values every customer that comes to us and puts customers' satisfaction as the top priority. To achieve this, we are working continuously to provide the customer a pleasant experience with better software and service. Refund requests are handled through our support team, which can be reached by submitting an online form: (Submitting an Online Form). We do our best to keep response times below 24 hours in order to resolve your issue quickly and without complication.

Circ*mstances eligible for refund:

• 1. Duplicate purchase.
• 2. Mistaken order followed by ordering a correct product from Tenorshare.
• 3. Fatal technical issues with the software that could not be resolved within 30 days.

Circ*mstances of no refund:

• 1. Change of mind after purchase.
• 2. Part of a bundle.
• 3. Did not receive order confirmation e-mail and registration code in time, and didn't try online support or contact staff assistance.
• 4. Request refund for technical trouble, but fail to cooperate by providing details for troubleshooting.
• 5. Refund request based on dissatisfaction caused by misunderstanding of the product's functions and capabilities.
• 6. Purchase of wrong products, followed by the purchase of products from another company.

All Tenorshare software can be tested with a free trial download. The trial version offers limited features for free test to help determine whether the software works as expected and satisfies purchase demand. For example, in UltData series, you can scan and preview data for free, but to recover files, you have to purchase a license.

The Download Protection is an extra service that is provided by our payment partner, who stores a back-up copy of the software that you purchased on server for two years. Check more info here.

It is not necessary to purchase this service since we update software periodically and always provide free downloads and updates for purchased customers. Click Remove button in the shopping cart and update the price will free you from being charged for this service.

Follow the steps below to install Tenorshare on Windows.

Step 1. Download Tenorshare from the official website.

Step 2. Once the download is complete, you can find the installer file on the Downloads list of your browser.

Step 3. Click on the installer and click on "Install" button on the pop-up window to start installing Tenorshare. Before that, you can click "Install Setting" to cutomize the the installation path and language.

Step 4. Wait for the installation process to complete.

After installation is completed, you can click "Start" to start using this program on your Windows PC.

Here are the steps to install Tenorshare on Mac.

Step 1. Download Tenorshare on Mac, the download file ends in .dmg.

Step 2. After the download completes, click on the downloaded file. You will see a prompt window.

Step 3. Drag the Tenorshare software to the Applications folder as the arrow points.

When you are trying to install Tenorshare Windows or Mac, and the installation gets stuck, it is usually because of high CPU resource usage or network reasons. Please check the network to confirm that the network signal is strong, and at the same time, please close other running programs.

After the above checkups, please download and install Tenorshare again.

There are different ways to remove apps and programs in Windows.

Uninstall Tenorshare from the Start menu:

1. Click on the Start menu and look for the app or program in the list shown.

2. Press and hold (or right-click) on the app, then select Uninstall.

Uninstall Tenorshare from the Settings page:

1. Select Start menu, then select Settings > Apps > Apps & features.

2. Select the app you want to remove, and then select Uninstall.

Uninstall from the Control Panel:

1. In the search box on the taskbar, type Control Panel and select it from the results.

2. Select Programs > Programs and Features.

3. Press and hold (or right-click) on the program you want to remove and select Uninstall or Uninstall/Change. Then follow the directions on the screen.

To delete Tenorshare on Mac, you just need to locate the app in the Finder. Most apps are in your Applications folder, which you can open by clicking Applications in the sidebar of any Finder window. Or use Spotlight to find the app, then press and hold the Command (⌘) key while double-clicking the app in Spotlight.

Drag the app to the Trash, or select the app and choose File > Move to Trash. If you're asked for a user name and password, enter the name and password of an administrator account on your Mac. This is probably the name and password you use to log in to your Mac.

To delete the app, choose Finder > Empty Trash.

For instant assistance, we recommend visiting our Order FAQs and Product FAQs. If you cannot find the answers you need there, please contact us using the email address, and we will respond within 48 hours on weekdays.

Click here to contact us by submitting an online form.