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WinX Software Support Center
It's our long-held consistent goal to provide our world-wide customers with the most competitive quality products and most satisfactory services.
We offer preferential email support for all of our registered users. Please feel free to contact us if you have any problems with our products. The better you describe the problem the sooner we will be able to solve it. Unregistered users can enjoy our effective email support, too.
Anything regarding sales issues is also welcome. Before emailing us your concerns, you may browse the most commonly asked questions below. We're gathering more questions and answers on this page and upgrading them continuously.
Registration Issues:
Version Issues:
Upgrade Issues:
Other Issues:
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.Back to top
What payment method do you accept?
1. We accept several types of payment: PayPal, Credit Card, Bank/Wire Transfer, Check/Money Order, Fax, and Invoice.
Is it safe to purchase product via your website?
Yes, it is 100% secure to do business with us. The Payment platforms we utilize are Paypal, Avangate and RegNow, 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 software 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 Paypal, Avangate or Regnow.
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.
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@winxdvd.com if you are under one of the last two situations.
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.Back to top
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?
We're confident that our products can solve your problems. If you still have questions, please ask us for assistance by emailing to support@winxdvd.com. However, we will unconditionally hold the 30-day money back guarantee policy if the refund reason is rational.
What's the difference between the trial and the full version?
Generally, there is no big difference between the trial and full version, except 5 minutes length limitation or watermark on the videos. After you purchase the program, you will be provided registration name and code which will unlock these limitations.
How about your CD version?
CD version is a backup for Download version which contains the installation programs. It can save download time and keep the software safe. Please note that the CD version does not include registration information for the software. And it may take about 7-15 days for the delivery of the CD according to your location.
I purchased your program. But now I think I need the Backup CD, too. Is it possible that I buy your CD version now?
We're sorry that you are not available to purchase the Backup CD once your order is released. As developer, we only provide download version for our customers. The Backup CD of the program is provided by the payment platform. You only have the chance to buy the CD version when you are ordering the product.Back to top
What is your upgrade policy? Is it free?
We offer FREE lifetime upgrade service for our registered users. You could enjoy any upgrade, major or minor, without any fee involved after you purchased our software.
But if any giveaway users are still interested in and would like to purchase WinX product, we can provide 50% discount for them, so that they can enjoy the life-time free upgrade, and the constant functional improvement.
More information about purchasing WinX products here:
http://www.winxdvd.com/buy.htm
How do I know whether my program is the latest version? Or how do I upgrade my program?
Generally, we will upgrade our products at regular intervals to improve our program's performance or advance the functions. To know whether your program is the latest version or upgrade information, please pay close attention to our webpage or just contact us by contact@winxdvd.com. Furthermore, we are planning to add the function of checking auto-upgrade to all the products in the near future.
Do I need to re-register after I reinstall the software?
Yes, you need to re-register after you reinstall the software.
Can I use one license of your software on multiple computers?
One license of our software can be used on one PC only. You need purchase an additional license per each additional computer.
I get a new computer. What should I do to move the software I purchased from the old computer to the new one?
Firstly, please uninstall the software from your old computer. And then download the version you purchased from our website at http://www.winxdvd.com/download.htm or use the CD you bought to install it on your new one. Use the registration information you got before to register the full version.Back to top
DVD Ripper Series:
Video Converter Series:
The converted video is out of sequence. How to solve this problem?
This WinX DVD Ripper Platinum error might happen if you are ripping DVDs of the latest copy protections. WinX DVD Ripper Platinum works perfect on such DVDs as The Princess and the Frog, Alice in Wonderland, Transformers II, UP, Star Trek, The Dark Knight, G-force, GI Joe, Wall E, The Proposal, Hannah Montana, Imagine, etc.
1. Make sure the version of WinX DVD Ripper Platinum is higher than V 5.2. Free download.
2. Please use your DVD Player (either DVD player software or stand-alone DVD player) to play the DVD. When it comes to the movie (main content), check the DVD title and record this title number.
3. Then run WinX DVD Ripper Platinum and choose "Run as safe Mode" option in the Advanced Setting area of main interface. Choose the same title number as you recorded in the File List Windows.
For more instructions, please check How to Rip Transformers II.
More information about ripping DVDs of the newest copy protection, please click here.
How to convert only a segment of the DVD movie?
If you'd like to convert only a segment of the DVD movie, you can trim the clips by dragging the left or right bar under the video Preview Window or by defining the "start time" and "end time" in the "Output Setting" area.
It's about your DVD Ripper Platinum. Is there a way to improve the ripping quality?
To improve the ripping quality, please try the methods below:
1. Please select "Use High Quality Engine" option.
2. Raise "kbps" in "Video Quality" setting area.
PS: Please note that high quality video setting will increase the conversion process time. And the final video quality is somewhat up to your original DVD quality.
How to add my own profiles?
Our DVD ripper for iPod, iPhone, Apple TV, PSP, Zune, 3GP, PDA allow you to customize video & audio parameters and save the results as your preferred Profile for future use. Click "Option" button --- > Click "Profile" table --- > Set your own profile --- > Click "Add". Then the Profile will be added and shown in the "Profile" drop-down menu.
I got an error message when using WinX Video Converter, it says "Conversion wrong, please check parameter and try again". How to fix this?
Could you please do as following to have a try?
1. Reinstall it to non-system partition, like D:\, E:\ ..., if you have other partitions.
2. Click Browse button to change output folder to non-system partition, like D:\, E:\...
How to change the screen size of my video?
You can define the screen size of your video by selecting "Customer Size and Keep Aspect Ratio" option in the "Output Image Setting" area, and then set the "Video Resolution(W:H)" at the right side.
Why am I disallowed to browse the output folder?
Our product only works for users who have administrator permissions or run as administrator, because it needs to access some system files that other accounts are disallowed. To solve this problem:
1. Please reinstall our product on Non-system partition, like D:\, E:\, etc.
2. If you still need to install it on C: partition, please right click the setup file and choose "run as…" option. Then, on the pop-up windows, choose "administrator" as "user name" and click "OK".
How to remove the black line at the top and the bottom of the video?
To get rid of the black line, please select "Customer Size and Customer Aspect Ratio" option in the "Output Image Setting" area. And then set the video resolution to keep it the same as your TV or media player.
Can I rename the video in the iTunes after conversion using your iPod/iPhone video converter?
Yes, you can. Please right click the converted video in iTunes, choose "Get info" ->"Info", and input the video information here, such as Name, Artist, etc.Back to top
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