Customer FAQs

Managing your Account and Software License

About Your Order

Software Support


Managing your Account and Software

Do I have an account?

If you have downloaded a software product, from this site, either a Trial or a Full version, you will have an account. You will have been sent an email to the address you used in Step 1 to download and buy the software. The email will have a subject heading "Registration details for "your" account".  It will have your login username and password for your account.  If you login with this information, you can change your username or password or both to something more memorable for you. 

WE WILL NEVER USE OR PASS ON THIS INFORMATION TO ANYONE EVER. WE WILL ONLY EVER USE THE EMAIL TO CONTACT YOU OCCASIONALLY TO INFORM YOU OF UPDATES AND UPGRADES. 

Do I have a Product Key?

If you bought MechDesigner, we will provide you with a Product Key. If you have Trialed MechDesigner before you buy, then we will give you the key already generated for you.

I've lost my product key, how do I retrieve it.

If you run your program, you can find it in the Help > About form. If not, get in touch with us.

My PC has crashed and needs rebuilding, do I have to purchase again?

Just email us with your details. We will let you download again.

I want to access my account, but have forgotten my username and password?

Use the email address you provided to register with us. If you have also lost your email address, then please contact us.  We will usually try to join the dots and retrieve your username or email address.  You can then request a new password on line.

How do I upgrade to the latest version.

If you have bought our 'Support' Package, then you will be able to continuously upgrade to the latest version by logging in to your account. If you have not bought the 'support' package then contact us and we will agree a price.


About your Order

What is ESD?

ESD means Electronic Software Distribution. You purchase the program and download it through Internet in minutes. E-commerce makes it possible to buy all kinds of services and goods on the Internet. Only a few kinds of products can be actually delivered online: software, music, books... Electronic Software Distribution, is growing steadily and according to estimates is likely to account for as much as 40% of all global software sales by the year 2008.

ESD allows you to purchase much the same content, quality and benefits as with boxed software. Instead of receiving a CD you download the software from a server, and then make your own backup copy, which we highly recommend. Product keys will be provided during your purchase to authenticate your copy.

I want to order and use Immediately?

Use the Buy Now page and use your credit card to buy and use almost immediately.  We will need to see the funds cleared in our account before we can switch your Product Key to a 'Full User'.

What is PSMotion's refund policy?

At PSMotion we want our customers to make the best possible purchase decision. Therefore, we recommend you contact us to arrange that you take advantage of our free trial software downloads. We also encourage you to explore the product pages of our website and on-line help to obtain comprehensive product information.

In the event that you need to return a PSMotion product, you must make your request within 30 days of purchase. Additionally, PSMotion reserves the right to deny a refund in the case of a non-authenticated purchase (no order#, bad name or address...).

To request a refund for your downloaded (ESD) software purchase, please contact us. In your message, you should explain what the problem was and why you want to return the product, include your order#, name, e-mail address and the product key (if any). If there is simply a bug with the software, then you will allow us to correct the bug.  You will find the order# and the product key in the purchase confirmation e-mail. We expect that you have destroyed all downloaded files and have not been copied or saved in any other way. You will be asked to sign a letter of destruction and return it (by fax or postal mail) before you receive your refund amount. Your product key will be invalidated on our server and associated services won't be accessible anymore.

Once your refund request has been reviewed, we receive the Letter of Destruction, and we approve the refund; we will refund the amount paid. We will contact you by email to confirm the refund process has been launched. Your refund will be credited to the credit card charged during your original transaction within a few days.

You'll be refunded the paid amount less fees we incur by using the electronic banking services.


Software Support

How do I get sales support with MotionDesigner?

Since January 2012, we do not support standalone versions of MotionDesigner. These were bought before MechDesigner became available. MotionDesigner is now only available as an integration with MechDesigner.

How do I get help with MechDesigner?

There is extensive help:

If you can't find the help on-line, then please /contact us with a Support Request - we aim to answer your request within 48 hours. You will need to register / create an account before you can raise a request.

If you are using MechDesigner, and you have an account , then use the Menu > Internet drop-down to contact us, request a program feature or report a bug.