Top Support Questions

The following are the top support questions we received and their answers. If you need further help or just want to confirm the answer below, e-mail us or call, US 302-584-1771. We’re here 8AM–10PM US East Coast time 7 days a week, 365 days a year!

Will the add-ins work on a Mac?

They do not work on the Mac.

They work only on Window PCs, 10 or 11, 32 or 64 bit.

Can I install the software I purchased on more than one PC and only buy one license?

You may install on the PCs on which you are the primary PC user, up to three PCs, and purchase just one license. For example, your desktop, your laptop and your home PC. You may not install on PCs on which you are not the primary user unless a license has also been purchased for those PCs and users.

If you have ten people who need the software installed on their PCs, then ten licenses need to be purchased.

I didn’t receive an e-mail with my download instructions. And, it has been more than 5 minutes. When will I get it?

The download instructions email should have arrived within a minute of your order being placed. We’re sorry it did not. It may have ended up in your spam folder. Check there. If not there, call us, US 302-584-1771, or e-mail us. We are here every day and constantly monitor email. Don’t wait more than 5 minutes!! Let us know of your problem so we can solve it immediately.

I ran the installation program, but the new ribbon tabs did not appear in Excel. How do I make the ribbon tabs appear?

  • Sometimes, antivirus programs block the final installation step. See this page

I installed the software but can’t figure out how to open the add-in I purchased.

Click on the new tabs added to Excel. You will find the software on the tabs. If you do not see the tabs, then go to the answer to the support question above.

I can’t figure out how to use the software!

Click on the button that displays the main dialog. Click on the “How to use” button. A help and exercise file will open with step-by-step how to use instructions and practice data.

I couldn’t download my software. What do I do?

Some antivirus programs, most notably Norton, make it difficult to download. They hide the download link on their dialog that warns you not to download. Check the dialog saying not to download for a tiny link that says “continue” or “download anyway”. Why do they do this? If they can make you more paranoid, then you are more likely to buy upgrades from them. We do use antivirus and will not run our PCs without it. We just wish it would be more helpful.

The second most frequent cause of this problem happens when a company’s IS staff is paranoid. They prevent installation programs from being downloaded. You should contact them for assistance. Sometimes, downloading at home and bringing the software in on a USB drive will work, or, if you received a CD from us in the past, using that.

Please contact us immediately if you can't download. We can solve.

I ran the installation file, but Windows said it did not run right. Or it said I needed to re-start my PC.

It ran fine. Open Excel and enjoy the software! Sometimes Windows gets confused.

When I start Microsoft Excel or try to run one of the add-ins, I get an error message like “error in module xxx”.

This problem is caused by Microsoft removing a feature we and many others used to create add-ins. Our latest releases have solved this problem.

I need to re-download the software I purchased.

You can re-download the software for up to a year from your date of purchase. This includes any new versions we release. Or if you purchased the Productivity Suite, this includes any new products we purchased. To re-download, go to our purchased software download page. If you have forgotten your order number and password, you can have our system find them for you by using the Get Password link and entering your email address. If the download system does not find your order, then contact us and we will help you.

The software never expires once it is installed!!!

If more than a year (and a little) has gone by, then contact us and we will send you a half off coupon code.

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