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.
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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 our plug-ins are compatible with Illustrator CS6 and the Creative Cloud (including CC2015).

*As of late 2015, Astute Graphics ceased development of new products for Illustrator CS5. Therefore Stipplism and Texturino are only CS6 and CC compatible.

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

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.

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.

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 blogs, tutorials, webinars, discounts and other offers.

You can also subscribe to our mailing list for updates.

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.

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…

Any Questions?

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