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Your Account

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How do I change my password?

Note If you sign in to the WebStore through your organization's sign-in portal, then the password for your account is managed by your organization, and the procedure shown below will not work. You will need to log in to your organization's website or contact your organization's Helpdesk or IT department to change your password.

To change your password:

  1. Sign in to your organization's WebStore by clicking the Sign In link at the top of the page.
  2. Enter your Username and Password.
  3. At the top of the page, click the Your Account/Orders link.
  4. In the Account Management section, click the Change Password link.
  5. Enter your current password.
  6. Enter your new password twice.
  7. Click the Change Password button.

How do I edit my account information?

To edit your account information:

  1. Sign in to your organization's WebStore by clicking the Sign In link at the top of the page.
  2. Enter your Username and Password.
  3. At the top of the page, click the Your Account/Orders link.
  4. In the Account Management section, click the Account Details link. You can change your first and last name as well as your preferred email address.
  5. Click the Save button.

How do I register the account created for me?

If an account has been created for you, you will receive an email with instructions on how to complete your registration. Note: To ensure delivery of our system emails, make sure that noreply@kivuto.com is added to your email white list.

To register an account that was created for you by your organization:

  1. In the top right corner of the page, click the Sign In link.
  2. Click the Register link on the Sign In page.
  3. Select the An account has been created for me and I need to register it option.
  4. Enter the Username provided to you.
  5. Follow the prompts through the registration process.

If you require further assistance, or have any questions, contact support by clicking the Contact Us link at the bottom of the Help page.

How do I sign in?

To sign in to your account:

  1. Sign in to your organization's WebStore by clicking the Sign In link at the top of the page.
  2. Enter your Username and Password.
  3. Click the Sign In button.

I forgot my password or username. What should I do?

If your account was created by you or your WebStore's administrator, click the Forgot username or password link under the Sign In button. Then, on the page you are directed to, do one of the following:

  • If you have forgotten your password, enter your username in the field provided to receive an email containing instructions on how to reset your password.
  • If you have forgotten your username, enter your email address in the field provided to receive an email containing a list of all usernames associated with that email address.

If you sign in to the WebStore through your organization's sign-in portal, then your sign-in credentials are managed by your organization. You will need to log in to your organization's website or contact your organization's Helpdesk or IT department to change your password.

Your Orders

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Can I send a copy of my order receipt via email?

Yes, it is possible to email a copy of your receipt to yourself or some other recipient(s).

To send a copy of your receipt via email:

  1. Sign in to your WebStore and click the Your Account/Orders link at the top of the page.
  2. Find your order under the Order History section and click the View Details link next to it. This will bring you to your receipt.
  3. Click the Email order receipt button in your Order Summary.
  4. Enter the email address(es) to which you want your receipt sent in the Email address field. If you are sending to multiple recipients, use a comma to separate the email addresses.
  5. Click the Send button.

Note The Email order receipt button is only visible once the order has been finalized and all product keys / activation codes / license numbers have been retrieved and issued. To ensure delivery of our system emails, make sure that noreply@kivuto.com is added to your email white list.

How do I view my previously ordered items?

To view your previously ordered items:

  1. Sign in to the website from where you ordered the software using your Username and Password.
  2. At the top of the page, click the Your Account/Orders link.
  3. In the Order History section, click the View Details link for information about your order.

Your order history will be displayed in sequence with the most recent order you placed at the top of the list.

What am I eligible to purchase?

Depending on what user group(s) or organization you belong to, you are eligible to purchase certain products.

To verify your eligibility for a product:

  1. Sign in to your WebStore.
  2. Go to the product description page.
  3. Under the Add To Cart button, click the Are you eligible? link. A list of eligibility requirements is displayed which may include:
    • The user group(s) you must belong to
    • The country you must reside in
    • The number of copies of the product you may purchase
    • The organization or department you must belong to

To view your eligibility:

  1. Sign in to your WebStore.
  2. At the top of the page, click the Your Account/Orders link.
  3. In the Account Management section, click the Your Eligibility link. The following information is displayed:
    • The user group(s) you belong to
    • How you were verified
    • Your current verification status

Download and Installation


Why isn't my software downloading?

If the progress bar of the download does not seem to be moving after about 15 or 20 minutes, it may be for one of the following reasons:

  • There may be a problem with your network connection. Make sure that your computer is still connected to the Internet.
  • Wireless connections have a minor latency that can cause corruption during transfers. Try connecting directly to your modem or router via a network cable and then restart the download.
  • The account you are using may not be authorized to download software to your computer. Make sure that you are logged in with an account that has administrative privileges.
  • Some networks used at schools or in offices have security programs in place. Try downloading from a different network.
  • Active firewalls, antivirus and antispyware programs can interfere with the download. Try turning off any security programs that you have on your computer.

Note: Disabling antivirus/antispyware software while connected to the Internet or to a local network can create security risks, and may leave your computer vulnerable to attacks. Turn this software back on as soon as possible once you have completed the download.

Access Guarantee and Backup Discs

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What is Access Guarantee?

The Access Guarantee option offers you protection for your download(s) and/or key(s), allowing you to access them any time from 1 to 24 months from the day you place your order.

With most orders you will receive the Basic Access Guarantee, which provides access to your download(s) and/or key(s) for 31 days from the day you place your order, at no extra cost.

To ensure that your download(s) and/or key(s) are protected for 24 months, you can purchase the Extended Access Guarantee (if available) for a small fee. This will ensure that you have secure access to your download(s) and/or key(s) so that you will not have to purchase a new copy of the product or pay additional fees if your system crashes, you get a new computer or you need to download your software again. Under certain circumstances, the Extended Access Guarantee may be automatically included in your order at no extra charge.

If the Extended Access Guarantee is not automatically included in your order, and you do not purchase it, then after 31 days from the day you ordered the product you will no longer have access to your download(s) and/or key(s). If you need to download again, you will be required to pay a retrieval fee to access it again for another 60 days.

 

Note:

  • The Access Guarantee option provides access only to the download link(s) and key(s). It does not mean that you will be able to download and install the software an unlimited number of times using the same key.
  • The Access Guarantee option does not extend the duration of your license. If you purchased a six- or twelve-month rental or trial software, your license will still expire in the expected timeframe.

 

How can I find out the status of my Access Guarantee?

To view the status of your Access Guarantee:

  1. Sign in to the website from where you ordered the software using your Username and Password.
  2. At the top of the page, click the Your Account/Orders link.
  3. In the Order History section, each product will show the current Access Guarantee option enabled and the time remaining until the access expires.

What is Access Guarantee Retrieval?

Access Guarantee Retrieval is a service you can purchase, if eligible, for a small fee that allows you to recover your download(s) and/or key(s) after access has expired. After purchase, you will gain another 60 days of access to any expired product in your order.

What happens when my Access Guarantee expires?

Once your access expires, you will no longer have access to your download(s) and/or key(s). By purchasing the Access Guarantee Retrieval Service (if available), you will be able to restore access to all expired download(s) and/or key(s) on an order for an additional 60 days for one flat rate.

Does Access Guarantee cover my entire order?

If you purchase the Extended Access Guarantee or the Access Guarantee Retrieval Service, all eligible items in your order are covered. Regardless of the number of items in your order, you will only pay one fee to upgrade to Extended Access Guarantee or to retrieve access.

What is a Backup Disc?

If a product you are ordering has a Backup Disc option available, then for a small fee you can have a physical copy of the software delivered to you. This copy will allow you to reinstall the software if it is deleted, or your computer crashes or is replaced in the future, providing you still have your key.

If a backup disc is available for any product you are ordering, and the option exists in your area, then you will be able to add it to your order from the Shopping Cart page.

 

Note:

  • The Backup Disc option is not available in all countries at this time due to delivery constraints. Depending on your region, you may not have the option to add a backup disc to your order.
  • The backup disc only contains a copy of the software that you ordered. It does not contain an extra product key or a copy of your original product key. Be sure to write down your key and store it in a secure location. Your key will also be available in the Your Account/Orders section of the WebStore for 31 days (or two years, if you purchase the Extended Access Guarantee service).

Do I need to pay shipping fees for backup discs?

There is no additional fees charged for the delivery of a backup disc. All costs associated with the delivery are included in the base price of the backup disc.

Note Delivery of a backup disc generally takes between 7 and 14 business days in North America, and between 10 and 18 business days in other regions. These timeframes may vary depending on the exact delivery destination. Also, backup discs cannot be delivered to all countries at this time.

How do I order a backup disc?

To order a backup disc (if available) for a product in your Shopping Cart:

  1. On your Shopping Cart page, scroll down to the section labelled Recommended for You. If a backup disc is available for any product in your Shopping Cart, it will be among the recommended offerings listed below that heading.
  2. Click the Add to Cart button next to the backup disc you wish to order. The backup disc is added to your Shopping Cart.
  3. Click Check Out and proceed through the checkout process as you would with any other order.

To order a backup disc (if available) for a previously ordered product:

  1. Sign in to the WebStore from which you placed the original order.
  2. At the top of the page, click the Your Account/Orders link.
  3. In the Order History section, click the View Details link next to the order for the product for which you need a backup disc.
  4. On the Order Receipt page, scroll down to the section labelled Recommended for You. If a backup disc is available for any product on the order, it will be among the recommended offerings listed below that heading.
  5. Click the Add button next to the backup disc (or other recommended offerings) that you wish to order.
  6. Click the Buy Now button to launch the checkout process.

Who do I contact with questions about my backup disc?

Please direct all questions and support requests related to backup discs to support@kivuto.com.

Error Messages


The Publisher could not be verified. Are you sure you want to run this software?

When you click the download button, you may see a The Publisher could not be verified. Are you sure you want to run this software? error message if you have anti-virus software installed on your machine. This is a common message to see when trying to run an executable (.exe) file while anti-virus software is running.

If you choose not to run the file immediately, you can save the file to your computer and run the file later.

Pricing and Billing

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What are my payment choices?

We accept payment by credit card (Visa, MasterCard and American Express). It is also possible to use PayPal to pay by credit card.

Some of these payment methods do not support all currencies, so their availability may vary depending on the type of currency you are processing payment in. The following is a list of currencies and their available payment methods.

Note Your WebStore may not support all listed currencies.

Currency Visa Mastercard AMEX PayPal Express
Australian Dollar X X   X
British Pound X X   X
Canadian Dollar X X   X
Danish Krone       X
Euro X X   X
Japanese Yen X X   X
New Zealand Dollar       X
Singapore Dollar       X
Swedish Krona       X
Swiss Franc       X
US Dollar X X X X

Your organization may also support billing codes or purchase orders. If these payment methods are supported, you will be given the option to choose this method.

What will the credit card charge appear as on my statement?

If you have purchased software from our OnTheHub eStore or your own organization's WebStore, it will appear on your credit card statement as Kivuto Solutions Inc. and not your organization's name.

If you are not sure what the charge is for, contact support by clicking the Contact Us link at the bottom of the Help page.

When will my credit card be charged?

If your account status is verified, your credit card will be charged after you have confirmed you want to buy the displayed software and you have pressed the Proceed with Order button at the end of the checkout process.

If your account status is not verified, your order will remain on hold for seven days until you verify your status with us. If you do not verify your account, the order is cancelled and the pending credit card charge is cancelled.

Policies and Security

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Safe Shopping

Your shopping experience is secure. You never have to worry about credit card safety on this site. Every transaction you make here is 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping here.

The major credit card issuers created PCI (Payment Card Industry) compliance standards to protect personal information and ensure security when transactions are processed using a payment card. We adhere to the PCI compliance standards for data security so you don't have to worry about the security of your personal and financial information.

Our website uses SSL or "Secure Socket Layer", an industry standard security protocol. SSL sends information to your browser that is used to encrypt your order. Encryption changes all the information that you send into data that is extremely difficult to decipher. No personal information is stored. In fact, despite the impression the news media may have given, there has not been a single documented case of fraud involving the interception of a credit card number transmitted via a secure server over the Internet to date!

This protection is indicated by your browser's lock indicator -- usually a picture of a lock or a key that changes color or is no longer broken. As well, the URL in the address or location bar at the top of your browser should begin with https:// (the 's' indicates that the URL is secure).

If there is unauthorized use of your credit card, notify your credit card company in accordance with its reporting rules and procedures.

Terms of Use and Privacy Policy

By browsing this Site, you agree that you have read and understand the following Terms of Use and Privacy Policy in its entirety, including any updates that may be posted on the Site from time to time. Kivuto Solutions Inc. reserves the right to revise the Terms of Use and Privacy Policy, at its sole discretion, by updating this posting.

  1. What information do you gather about me?
  2. How do you collect and use personally identifiable information?
  3. How can I access, update or delete my personal information?
  4. How do you collect and use non-personally identifiable information?
  5. What security is in place to protect my information?
  6. Where will my information be processed?
  7. What is your email policy?
  8. What about changes to the Privacy Policy?
  1. What information do you gather about me?

    Both personally and non-personally identifiable information about each visitor may be gathered from this site. The type of information gathered depends on your actions and interaction with the site.

    Personally Identifiable Information
    Personally identifiable information is only collected when you voluntarily submit this information on an as-needed basis such as during registration and ordering. Any personal information that you may share with us is kept private. Neither your name nor any other identifying data about you is sold or shared with any other third party unless required for the fulfillment or refund of your order or service. More information on this use is provided later in this privacy policy.

    Non-Personally Identifiable Information
    Non-personally identifying information is gathered through our site technology to create a more personalized and relevant experience during your visit. The information also allows us to improve the functionality of the website to better serve you.

  2. How do you collect and use personally identifiable information?

    Collecting Personally Identifiable Information
    Personally identifiable information may be collected during registration, ordering and billing, during customer service interactions or when you enter a contest. Personally identifiable information is never shared in ways unrelated to the methods described below without notifying you of the intent beforehand, and also providing you with an opportunity to opt-out or otherwise prohibit such unrelated uses.

    Registration
    During registration, you may be prompted for your name and email address for authentication and verification purposes. These steps may be necessary to ensure users are properly identified and authenticated as a qualified user. Some offerings and promotions on this site may be restricted to members of certain organizations and, by providing your email address, and subsequently having your account verified, you may benefit from these offerings and promotions.

    Ordering and Billing
    When you place an order, you may need to supply your credit card information along with the corresponding mailing information. This information may be required to fulfill your order. Your credit card information is not stored on our server; it is simply passed on to the credit card processing system for validation. You may also be prompted for your name and email address to create your online receipt and for us to send you order related emails.

    Customer Service
    Personally identifiable information may be collected if you report a problem or submit an inquiry to our customer service team(s). A record of that correspondence may be maintained to provide you with an optimal customer service experience.

    Entering a Contest or Promotion
    Furthermore, information from you may be collected for entry into contests and similar promotions when you voluntarily choose to participate. All contests have their own privacy policy which can be viewed under the contest section on the OnTheHub website.

    Using Personally Identifiable Information
    Your personally identifiable information is not sold, traded or rented to others.

    We do employ other trusted companies to perform certain functions on our behalf, including order fulfillment and delivery, as well as credit card processing. These business affiliates have access to personal information needed to perform their functions, but are not permitted to use your personal information for any other purpose.

    Additionally, information related to the order of a product may be shared with the supplier of that particular product, for warranty and support purposes. This may include your name, date of your order and product purchased.

    If you have questions about how one of our business partners or suppliers use information about you, contact them directly.

  3. How can I access, update or delete my personal information?

    Users have the ability to correct or change any information or preferences in their account profile. Users may change this information at any time, provided they are signed in.

    You can deactivate or delete your account, but by doing so will result in limiting your access to any members-only areas of the site. Any purchase history information however, will remain in protected permanent records.

  4. How do you collect and use non-personally identifiable information?

    We use technologies like cookies, pixel tags ("pixels"), and local storage to deliver, secure, and understand products, services, and ads, on and off our sites.

    Collecting non-personally identifiable information
    Your  verification status is collected once you successfully register through any of our verification services. The resulting status is non-personally identifiable information and is stored in case you need to verify your  status again in the future.

    Non-personally identifiable information is collected using technology such as cookies. "Cookies" are small pieces of information that are stored by your browser on your local storage. The information collected by this technology is non-personally identifiable only and allows us to optimize your interactions with the site.

    Using non-personally identifiable information
    Cookies allow for customer traffic patterns and site usage to be monitored on a general basis to help develop and improve the design, layout and efficiency of the website. Understanding these patterns allows us to provide more relevant content to you and improve customer relationships. Furthermore, the information collected is used to create targeted communications to offer you a more personalized and customizable experience. Cookies also save you time by remembering your personalized settings.

    Note that all information is collected and analyzed in aggregated form only. Check your browser to ensure cookies are enabled for this site to work properly.

     

    Kivuto Solutions Inc. may use third-party advertising technology partners to serve you relevant advertisements on websites outside of our network. The advertising technology partner provides us with tracking technology, such as a cookie, which is added to your browser by us. This allows us to serve you very relevant ads on their partner websites according to your engagements with this site. If you would like to learn more about this process or even opt-out, please contact us.

     

    How to manage cookies
    Browser controls are available to allow, block or delete cookies. To manage the cookies this site and others use, visit the following site for instructions: http://windows.microsoft.com/en-US/windows-vista/Block-or-allow-cookies

    Please note that by adjusting your cookie settings, any settings or preferences will no longer be in effect. The usage and functionality of the site will be subject to change including the ability to purchase certain products and view content on the site.

  5. What security is in place to protect my information?

    Your information is protected both during transmission and in storage. Your account and profile information are password-protected so that you and only you have access to this personal information. During purchase, the secure server software (SSL) encrypts all information you input before it is transmitted. As such, all customer data is protected against unauthorized access on the system's secure servers.

  6. Where will my information be processed?

    Kivuto Solutions Inc. is a Canadian corporation with offices at 987a Wellington Street, Ottawa, Ontario, Canada. Most Kivuto powered sites or WebStores are currently hosted on servers located within the United States, but the locations of our servers may change from time-to-time. Your personal information may be stored on servers located within the United States, Canada, or in another country.

    In addition, Kivuto Solutions Inc. may transfer your personal information to its partners, service providers, product manufacturers, licensers, suppliers, and others located in the United States, Canada or another country for the purposes as described in this Privacy Policy.

    Privacy laws and requirements differ according to each country. Please know, however, that no matter where your personal information is collected, used, transferred or stored, if it was collected through this Website, it will be protected by the terms of this Privacy Policy and any Privacy Notices that apply to you.

    By submitting your personal information to us through this website, you are consenting to the processing of your personal information in the United States, Canada or in any other country in the world.

  7. What is your email policy?

    Kivuto Solutions Inc. complies fully with the federal CAN-SPAM Act of 2003. We will not share, sell, rent, swap or authorize any third party to use your email address for commercial purposes without your permission. If you feel you have received an email from us in error, contact feedback@Kivuto.com.

    You may receive one or more of the following emails from Kivuto Solutions.

    Account and Service-Related Email
    Kivuto Solutions Inc. reserves the right to send you emails relating to your account status. This includes order confirmations, renewal/expiration notices, notices of credit-card problems, other transactional emails and notifications about major changes to the site services and/or to our Privacy Policy. If you have registered for online discussions or other services, you may receive an email specific to your participation in those activities.

    Email Newsletters
    Kivuto Solutions Inc. and OnTheHub offer several email newsletters. You will only receive these if you previously chose to opt-in to these types of communications. If you no longer wish to receive a specific newsletter, follow the "unsubscribe" instructions located near the bottom of each newsletter.

    Promotional Email
    Kivuto Solutions Inc. and OnTheHub may periodically email you messages about products and services that we think may be of interest to you (if you have previously opted in to receive these types of communications). You can choose not to receive messages in the future by following the "unsubscribe" instructions located near the bottom of each email.

    Survey Email
    We may send you emails inviting you to participate in user surveys, asking for feedback on our services and existing or prospective products and services, as well as information to better understand our users. User surveys greatly help us to improve our services, and any information we obtain in such surveys will be used internally. The information may be shared with affiliated third parties in aggregate form only.

    HTML Email
    If you sign up to receive email from us (Kivuto Solutions and/or OnTheHub) you will receive emails in both plain text and HTML (with images) format. If you select to view our emails in the HTML format, we may place a one-pixel .gif to determine whether or not readers viewed the email. This process does not leave any information on your computer, nor does it collect information from your computer. We may share this data with other third parties in aggregate form only to improve the quality of the emails and offers we distribute.

    Emails From You
    If you send us emails, be aware that information disclosed in emails may not be secure or encrypted and thus may be available to others. We suggest that you exercise caution when deciding to disclose any personal or confidential information in emails. We will use your email address to respond directly to your questions or comments.

  8. What about changes to the Privacy Policy?

    This privacy policy may be changed at any time; any changes will be posted on this web page. Information collected while a particular version of this policy is in effect will be handled in accordance with that version.

    If you have questions, comments or concerns, contact support by clicking the Contact Us link at the bottom of the Help page.

What is the Return Policy?

Unfortunately, there are NO REFUNDS or EXCHANGES on ANY items ordered through Kivuto sites. All sales are final. Ensure when placing your order that you have chosen the correct product and read all the system requirements.

We are also unable to offer exchanges or refunds because license keys are shipped/issued with the software and, once issued, cannot be returned to our publishers.

Note Kivuto Solutions Inc. is a distributor for some or all products offered on this site. As the consumer, you are responsible for ensuring that the items chosen and the shipping address provided for mail order products are correct. Kivuto Solutions is not responsible for products incorrectly ordered due to similarities in name and/or product explanations. As the end user, you are responsible for determining the version, product name, system requirements and other requirements for any and all product offers prior to completing your order.


Contact Us

If you could not find a solution to your issue above, please Contact Us