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We are migrating our support portal. You can reach eMagicOne support team via email: support@emagicone.com
You might receive this email due to the license policy violation.
eMagicOne license system has detected a license policy violation for the software license usage. Most common cases:
1. The Free trial version is downloaded when having a paid license
Our free trial license clearly states that you can request only one free trial license. Also, you cannor request a free trial license in case you already have a paid license. Also, our installation package informs you about the violation as well. If you ignore both of those violations, all your licenses / accounts will be disabled.
How to fix it?
In case it is first time violation, please contact us for assistance and provide all the details of the case: support@emagicone.com
eMagicOne has the right to stop providing any services in case of severe violation of the license agreement or incorrect usage of the installation package.
2. Simultaneous use of one (1) license on multiple PCs / Frequent license reset
One software license is issued per one PC (seat). In case you need to change the PC, you can reset your license key and keep using it on another machine. It can be done from time to time, though it is against our policy to use the same license key on 2 or more PCs on a regular basis (reset once a day / one a week / etc). If the license is used on multiple machines on a regular basis, the account / license might be disabled automatically for license policy violation.
How to fix it?
Order Additional licenses for your other machines. Contact support team to get a good offer on your additional licenses: support@emagicone.com
eMagicOne has the right to stop providing any services in case of severe violation of the license agreement or incorrect usage of the license.
3. The latest version was installed without having access to the latest version (active support and update service)
After purchase you receive 12 months of support and update services along with your license. In case this period is expired, you can keep using the package you already have without any additional fee. The support and update service does not affect the usage of your installation package or your license key.
If you get access to the latest version without ordering the support and update service, it is considered a license policy violation. eMagicOne has the right to stop providing any services in case of severe violation of the license agreement or incorrect usage of the installation package.
Here you can find out how to download the latest version without any violations.
How to fix it? Order support and update service and contact us via email support@emagicone.com with the order ID. Please note, in case of severe violation and repetitive violations, the account cannot be restored and in order to keep using the software, you will need to order the Store Manger license once again.
4. Chargeback on Storte Manager software license
eMagicOne offers 30 days money back guarantee on all software packages. Also we offer free assistance starting from the first day of free trial and / or order date. If you face any issues or errors, pelase contact us and we'll assist you right away.
If for any reasons the software does not met your needs, please request a refund within 30 days money back guarantee period. The refund will be processed from one (1) to 14 business days (depending on the payment type.
Please note, we loose commission on all refund and chargebacks, so we might offer you other eMagicOne software or services to cover the cost of the license. In most cases it is a good deal, as we try to do our best to avoid refunds and chargebacks.
In case you do not contact us for a refund, but request a chargeback, eMagicOne has the right to disable all your accounts, licenses and stop providing any services.
5. Chargeback on Support and Update service
Due to the nature of the service (the suport and update service enabled you with the access to the latest vetsion automatically) the Suport and Update services are non-refundable.
Suport and Updae services can be ordered as a subscription (12, 24 or 36 months subscription). We clearly state that it is a subscription on the order pages.
Also, we send 3 email follow-ups (30 days, 7 days and 3 days prior to the subscription) to inform our customers that there's an active subscription and the date when it will be charged automatically.
Also, we inform how to cancel the subscription via email. We recommend to add contact@emagicone.com email to the whitelist to make sure that you do not miss the email.
If the customer does not cancel the subscription, and the subscription is charged, and the customer requests a chargeback, eMagicOne has the right to disable all licenses and accounts and stop providing any services in the future.
6. Chargeback on eMagicOne pre-paid services provided by tech engineers
Due to the nature of the service (the time it takes for tech engineer to perform the service), eMagicOne services on demand are pre-paid and non-refundable.
If for any reasons the result does not met your needs, please contact us and we'll do our best to fix the issue or explain further steps that need to be taken if the issue is not related to our services and are caused by third-parties (module / server / hosting, etc).
In case you do not contact us for further assistance, but request a chargeback, eMagicOne has the right to disable all your accounts, licenses and stop providing any further.
7. Spreading false information on eMagicOne products or services
We value all feedbacks, including negative feedbacks as they help us grow and become better every day.
We welcome our users to share their negative feeback with us. Also we recommend to escaltate the case to the manager or CEO via email business@emagicone.com , if for any reason the issue cannot be resolved via support. We will do our best
In case the customer or user is sharing false information on eMagicOne products or services, eMagicOne has the right to disable all licenses, accounts and stop provding any further services to the customer. Also futher actions will be taken to stop spreading false information.
We are here for you. Please contact us via email support@emagicone.com and explain the situation before escalating it. We do our best to assist our customers on every step of the way. Also we offer TeamViewer sessions, personal training videos, screen captures, detailed instructions, to help you with the software.
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