Are dongles guaranteed ? What happens if I have broken or lost my dongle ?

Yes, dongles are guaranteed for life EXCEPT when: 

  • the dongle is physically damaged (crushed, broken, etc...) 
  • the dongle is lost 

 

There can be the following cases:

My dongle is physically broken (you can see it)

In the event that you have a physically broken dongle:

  1. Send us an email saying that your dongle doesn't work anymore.
  2. Purchase a new dongle from the online store.
  3. Softron will issue a temporary software license that can be activated on the web so you can keep on working.
  4. Send us back the dongle. Be aware that shipping is at your own cost and responsibility, so use a service that allows for tracking such as FedEx or DHL. (Do NOT use registered mail). If the dongle gets lost on its way to us, it will be considered as lost and you will have to purchase a new license again. This shipping cost must be entirely covered by you, so make sure to pay the eventual duties.
  5. Once we receive the dongle, we transfer the license to the new dongle and send it back to you (the cost will only be the purchase price of the new dongle, no additional charge applied BUT we need to have the dongle back, without it, we will consider it lost).

 

My dongle is not working anymore but is not physically broken

First make sure that it doesn't work and review the article available by clicking here, which can help you to find some common causes of dongles not being recognized.

If after having read this article, your dongle is still not recognized when plugged in:

  1. Send us an email saying that your dongle doesn't work anymore.
  2. Softron will issue a temporary software license that can be activated on the web so you can keep on working.
  3. Send us back the dongle. Be aware that shipping is at your own cost and responsibility, so use a service that allows for tracking such as FedEx or DHL. (Do NOT use registered mail). If the dongle gets lost on its way to us, it will be considered as lost  and you will have to purchase a new license again. This shipping cost must be entirely covered by you, so make sure to pay the eventual duties.
  4. Once we receive the dongle, we analyze it and we consider the 3 different cases:
    • If the dongle is not physically broken but indeed doesn't work anymore, the guarantee applies and we send back a new one to you at no charge.
    • If  we notice that the dongle is physically damaged, you will have to purchase a new dongle from the online store and we will transfer the license to the new dongle (see the procedure for broken dongles above).
    • If nothing is found faulty with the returned dongle and you misused it, Softron will invoice you the shipping and administrative costs to return it to you. 

 

My dongle is lost or has been stolen

As your dongle is your license, in this case you will have to purchase a new full license, dongle, etc...

  1. Send us an email saying that your dongle is lost or stolen.
  2. Softron will issue a temporary software license that can be activated on the web so you can keep on working.
  3. Purchase the full license (with options) and dongle from the online store.
  4. We will send you the new dongle with the new license..
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