Support

Having trouble? We try our best to make every aspect of using our software as pain free as possible, but if you require any kind of help and you can't find the answer here, please get in touch, we'll do our best to help you get back up and running.
Contact Us

Frequently Asked Questions

Activation & Licensing

Starting my trial period

License keys are not necessary when you trial our paid-for plug-ins (excluding our free plug-in SubScribe). When you are presented with the window asking you to enter a license number, please close this.

Please note that in the installation process, you can use the tick options to select only the plug-ins you wish to trial, incase you cannot use them all in the 14 day period.

At the end of the 14 day trial period for any of our paid-for products, you will require a license key to continue to benefit from the tools. You may purchase licenses via our shop.

My license key doesn't work

Please refer to our licensing page.

Is your software compatible with my version of Adobe Illustrator?

All of our plug-ins have the following software requirements:

Macintosh

Illustrator CC/CS6

Mac OS 10.7+

Windows

Adobe Illustrator CC/CS6

Windows 10/8/7

Following a 1 year warning, Astute Graphics had to announce the end of support for Illustrator CS5 for all new plug-in releases as of 19 October 2016.

Please note that VectorScribe v3, Stipplism and Texturino were never CS5 compatible.

We are planning to cater for CS6 for the foreseeable future as we recognise many users are unwilling to adopt CC.

How can I request a license key reminder?

Simply log into your account and you will have access to your previous purchase history along with keys.

Can I activate more than one computer?

We allow installation and activation on up to two computers used exclusively by the same person. For example: If you have a machine only you work on in your office, and your own machine at home, you can install and activate on both machines.

This applies to both Windows and/or Mac OS computers, be they desktop, laptop, tablet, etc.

If you wish for further colleagues to also use the products, additional licenses will need to be purchased. The volume of licenses required will reflect the number of users.

Click here to watch a video and read more about our licensing policy.

Installation

Installing and activating your plug-ins

For full information, please refer to this blog post…

Can I install on more than one computer?

The number of licenses purchased determines to the number of users who may use the software at the same time. You may install the plug-ins on the relevant number of computers.

Please refer to our activation FAQ section for more information.

Tutorials

Do you offer any tutorials for help in using your Plug-ins?

We offer a range of Tutorial Videos for each of our plug-ins and these can be accessed in a number of ways:

• You can access them all directly over on our Youtube channel

• You can also access the videos from our website. Simply go to the software page for each plug-in and select ‘Videos’

• When in Illustrator, look at the coloured bar at the top of each plug-in panel, here you will find a menu option on the right hand side and ‘Tutorial Video’ is the third option down. You can also find them in Illustrator by going to Help > Astute Graphics > Product name> Tutorial videos.

In addition to these Video Tutorials, we regularly publish Blog Tutorials and host live Webinar Tutorials, typically with room for a maximum of 100 people (join early to ensure your seat!)

If you’re not already following us on social media ( Facebook/ Twitter/ Instagram), you can do so in order to receive updates and early notification of these Tutorials, Blogs and Webinars. You can also subscribe to our mailing list for updates.

Pricing & Discount

Do you provide educational discounts?

Sorry, no. However, we do provide generous discounts based on basket total value as well as bundle deals.

Do I have to pay VAT?

VAT ("Value Added Tax" or purchase tax) is automatically applied to all purchases made by customers residing in the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom.

Customers not residing in one of the previously listed countries will not be liable for VAT when purchasing using any method. If purchasing using a method other than PayPal, Astute Graphics may require additional confirmation of your location before VAT is deducted.

Up to end 31 December 2014, the VAT rate is set to 20% and calcuated on the total value following discounts.

As of 1 January 2015, new EU VAT regulations will be in force for businesses supplying digital services to private consumers. This effectively means that customers within the countries listed previously will be charged VAT at the rate normally found in their own country. UK customers will always be charged 20% (the current UK VAT rate), but for example customers in the Netherlands will be charged at the BTW rate of 21% (correct as of December 2014).

If you are a customer in one of the previously listed countries, are VAT/purchase tax registered and wish to defer payment of VAT, please opt for Credit Card by Phone using a credit/debit card to complete your order. The phone order form allows you to provide your tax registration details. These details will be cross-checked with the VIES VAT number validation system.

Astute Graphics Limited is VAT registered, registration number GB 924753804. This VAT registration information will also be provided on the VAT invoice you should automatically receive following payment. If you are tax registered in any of the previously listed countries, you should be able to reclaim the VAT amount via your company's tax returns. If in doubt, please ask your accountant or tax advisor.

Note that it is not possible to defer payment of VAT when residing in one of the previously listed countries and purchasing using PayPal.

What is your refund policy?

You can read our full refund policy by clicking here…

Payment

What methods of payment are accepted?

The majority of our customers choose to pay by Paypal, however online payments do not require a PayPal account. When directed to the Paypal login page if you scroll down below the login box there is an option to checkout as a guest and pay via Credit/Debit Card without having to open a Paypal account.

Alternatively, you may prefer to select the 'Telephone Order' option, then complete and pay for the order over the telephone by calling us on +44 (0) 1432 341073. Please note we are a UK based company operating Monday – Friday 10am – 4pm GMT.

For orders over £200 we can offer direct bank transfer payments. Please note that this process will increase the time to receive the license(s). This time depends on the bank transfer process which can vary from country to country. You will also be responsible for all bank charges overseas (where applicable) and the UK. We would request notification that payment has been sent electronically so that we may monitor transactions at this end.

Please note that we provide bank details only after customer confirms that they cannot or will not pay by PayPal or Credit/Debit Card

Upgrades

Will I be required to upgrade?

We typically offer existing customers discounts on major upgrades to products (eg. v1 to v2). These are offered for a limited period only and you will be informed by email unless you unsubscribe.

For compatibility updates, Astute Graphics can not determine the level of changes Adobe, Apple or Microsoft will be introducing in the future. It is therefore more indicative to show past compatibility upgrade charges:

Major product upgrades since August 2014:
  • VectorScribe v2 (October 2013): £19 (from VectorScribe Studio v1)
  • WidthScribe v2 (October 2014): £20 (from WidthScribe v1 – price difference between v1 and v2)
  • ColliderScribe v2 (June 2015): £15 (from ColliderScribe v1 – price difference between v1 and v2)
Adobe Illustrator updates:
  • Illustrator CS6 (November 2012)*: £19 per license
  • Illustrator CC (v17): FREE
  • Illustrator CC2014 (v18): FREE
  • Illustrator CC2015 (v19) FREE
  • Illustrator CC2015.3 (v20) FREE

*This update cost was necessary due to first all-encompassing internal changes made to Illustrator – the first time in 25 years of that product’s development. It made necessary a full year of development by Astute Graphics to ensure future compatibility.

Operating system updates:
  • Mac OS 10.8, 10.9, 10.10 and 10.11: FREE
  • Windows 7, 8 and 10: FREE

All OS updates were free for all latest version product licenses.

More detailed information on our licensing and upgrades can be found here.

If you’re not already following us on social media (Facebook, Twitter, Instagram), you can do so in order to receive updates and early notification of new products and releases. You can also subscribe to our mailing list for updates.

Any Questions?

9 + 7 =

Pin It on Pinterest

Share This

Sign up forTips, Tricks, Updates + Discounts straight to your inbox!

High Fives! You're now successfully subscribed