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Technical Support FAQs

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Purchase and Registration

How can I purchase a single inquiry phone call?

You can purchase a single phone inquiry online. Please visit our Support Page and, at the bottom of the page, pick the product then hit purchase.

Why is my registration not working?

Please make sure of the following:

  • All characters in the license key, including the "==" at the end have been copied and inserted correctly.
  • The email address field is case sensitive so if registering on a second computer it must be an exact match to the email address used on the first computer.

On rare occasions, it may be necessary for MadCap to resend your license key in a plain text attachment. Please contact MadCap customer service by calling 888-623-2271 or email customerservice @madcapsoftware.com to arrange for your license key to be resent.


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Transfer and Install

On how many computers may I install the software?

You may install a second copy of the software on either a portable computer or a home computer for your exclusive use only, provided that: (A) the second copy of the software on the portable or home computer (i) is not used at the same time as the copy of the software on the primary computer and (ii) is used by the primary user solely. The software cannot be used and installed on more than one computer that shares the same domain as the primary license.

How do I transfer my license to another user?

Please contact MadCap Software customer service by calling 888-623-2271 or email customerservice @madcapsoftware.com to arrange for your license key to be transferred to another user.


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Trial Period

What are the limitations of the trial?

MadCap Flare — 30 day trial starts at first launch. Scrambled text in generated output.
MadCap Central — 30 day trial starts upon login/account creation.
MadCap Connect for Salesforce® — 30 day trial runs parallel to Flare trial; 10 topic max.
MadCap Connect for Zendesk® — 30 day trial runs parallel to Flare trial; 10 topic max.
MadCap Connect for ServiceNow® — 30 day trial runs parallel to Flare trial; 10 topic max.
MadCap Doc-To-Help — 30 day trial starts at first launch. Scrambled text in generated output.
MadCap Contributor — 30 day trial starts at first launch. Scrambled text in generated output.
MadCap Lingo — 30 day trial starts at first launch. The output from MadCap Lingo, which will be a translated Flare project, will be scrambled.
MadCap Mimic — 30 day trial starts at first launch. All captured frames will be watermarked. Any content made during the trial period will remain watermarked.
MadCap Capture — 30 day trial starts at first launch. All captured images will be watermarked. Those watermarks will be removed once Capture is registered.

How do I convert the trial version to full version?

Once the trial versions are licensed and registered, all of the trial limitations are lifted from the software.


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Maintenance Plans and Subscriptions

What is a maintenance plan?

A Maintenance Plan includes free upgrades and updates as well as various levels of technical support for the duration of the Maintenance Plan.

For more information please visit our Maintenance Plan Options and our Service Level Agreement (SLA).

When can I purchase a new maintenance plan or renew an existing maintenance plan?

If you have a current Maintenance Plan, this must be renewed on or prior to the expiration date. A new Maintenance Plan cannot be purchased separately from the product itself and/or once it has expired. Maintenance Plans must be purchased at either the time of license purchase or at the time of upgrading an older license to the most recent and current commercially available version of the product.


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Terms of Use, EULA and Other Important Information

Where can I find MadCap Software’s Terms of Use, EULA, Service Level Agreement and other important information?

You can find the following important information here:

Terms of Use Agreement

https://www.madcapsoftware.com/company/terms.aspx

Terms and Conditions for Online Services

https://www.madcapsoftware.com/company/central-terms.aspx

End User License Agreement

http://madcapsoftware.com/company/eula.aspx

Service Level Agreement

https://www.madcapsoftware.com/company/service-level-agreement/

Privacy Policy

https://www.madcapsoftware.com/privacy/