Order processing and License key FAQ
Last updated: 21/Aug/2007
Q. How do I enter in my license key.
After you have placed an order you will receive an e-mail that contains your user name and license key. The license key needs to be entered into the software. After this is done the software will change from the trial version to the full version. For details of how to enter your license key into your software see this step by step guide.
Q. How long does the key take to arrive via E-mail.
Online order processing for software is automated. Almost all license keys are sent out via E-mail within 5 minutes of an online order being made. Depending on the E-mail system you are using, there may some additional delay with your E-mail provider for them to receive and process the E-mail. You can place an online order here.
Q. It has been 24 hours & my key has not arrived.
Over the past couple of years there has been a growing problem of E-Mail providers incorrectly identifying real E-mails as spam. So check your spam folder to see if the E-mail has been misclassified. Also, if possible, white list all E-mail from our domain @passmark.com. It is VERY important that you do this, because if our first E-mail was misclassified and lost, there is a strong possibility that all subsequent E-mails will also be misclassified. Then if you do not receive an e-mail within 24 hours email us at
with the order details.
Q. How do site licenses and multiuser licenses work.
For multi-user and site licenses a single license key will be issued by default. The key can be used by multiple users (up to the number of licenses purchased). A site license covers an unlimited number of users within a single organization in a single country. Please contact us at
for ordering details.
Q. I have lost my license key.
We urge people to keep a backup of their license keys. But if you really have lost it and your order was made in the last couple of years, then email us at
with the order details and we can look up your key.
Q. How do I know that my order is secure.
We use 256-Bit SSL encryption to ensure details sent to our server are secure. We don't store any of your credit card details after an order is made, so there is no possibility of the details being misappropriated at some point in the future. We use Worldpay for secure credit card processing, Worldpay being part of the Royal Bank of Scotland, the 5th biggest banking group in the world. They provide support the latest online security features such as Verify by Visa.
Q. Do I receive a box or CD with my software order.
To reduce packaging, postage and handling costs, we distribute all of our software electronically, via downloads, with an E-mailed license key.
Q. How is my hardware order shipped.
If you order includes a hardware item you will given the option of selecting either Airmail post or FedEx as the shipping method. Airmail post is a cheaper service but doesn't offer insurance nor tracking and is also slower. FedEx is a fast delivery service, with insurance and tracking. For large order (above $500) or orders being shipped to developing countries, with an unreliable postage system, only FedEx is available.
Q. How much is shipping for hardware items.
There is no shipping charge for software. For hardware items the shipping cost depends on the weight, destination and shipping method. The shipping cost is displayed on the order form before your card is charged. For small international shipments the cost is typically around $10 for Airmail post and around $40 for FedEx.
Q. How long do hardware shipments take.
Hardware shipments are normally dispatched within 2 business days of an order being placed. Airmail post orders typically take between 8 and 14 days to arrive to Europe and the USA, after shipment. FedEx orders typically take 3 or 4 days. If you ordered using FedEx shipping you can email us at
with your order details and we can send you the FedEx tracking number.
Q. Do you have hardware item X in stock.
We try and keep at least 200 units of all of our hardware items in stock at all times. For orders larger than this you might want to contact us regarding current stock levels and delivery dates before ordering.
Q. My credit card order was declined with a W331 Error. What does this mean?
This type of response corresponds to a decline from the processing bank. The authorization process is carried out by the bank and WorldPay has no part in the subsequent decision. The decline message is sent to WorldPay by the bank with no explanation nor justification. The reason for a decline is often to do with incorrect information entered, which does not relate to your card. For example:
Wrong issue number
Wrong expiry date
Wrong valid from date
Wrong security code
If you still have problems we advise you to contact your card issuer to find out more information.
Q. Can my company order with a purchase order.
For details of how to purchase our products with a purchase order see the details on this page.
Note that purchase orders will take significant longer to process than Online orders.
Q. Are upgrades free or how much to they cost.
For PerformanceTest, BurnInTest & Testlog all upgrades are free for 6 months. After 6 months any available minor patches are still free. For other products all upgrades are currently free. You can collect free upgrades from this page. For upgrades that need to be purchased the price will be approximately 50% of the retail price. You can purchase upgrades from this upgrade order page.
Q. Will GST or VAT or local taxes be added to my order.
For Australian customers GST at the standard rate of 10% will be added. No other tax is collected by PassMark, but depending on your country, local taxes may apply.
Q. What is the refund policy.
Details of the refund policy can be found here
Q. What currency will be used for online orders.
All of our pricing and online sales are done in US Dollars (USD). The only exception is for Australian customers, where Australian dollars are used (AUD). If you paying via bank transfer then Euro and British Pounds are also acceptable.
Q. Will I get an invoice after an order.
Yes. A link to a printable invoice will appear in the order confirmation E-mail.