When something gets stuck.

Contact

Write to support@pemediacorp.com. It is the address from the legal notice, from the terms and from the withdrawal notice. There is no second support address.

We deliberately name no fixed response time and no phone hours. We are a small team and would rather promise nothing than promise something we cannot keep on a busy day.

What to put in your email

The more of this you include, the more likely the first reply is already the answer:

• The email address you bought with.
• Your license key, if you have it at hand.
• Your operating system and the Preview Studio Pro version.
• What you did and what happened instead.
• The exact wording of the error message, if there was one.

Activation and license key

Your license key arrives by email right after the purchase, together with the invoice and the withdrawal notice. You enter it the first time you start Preview Studio Pro. Activation needs an internet connection. After that the application confirms the license online at regular intervals, about every 24 hours while a connection exists. Without an internet connection it keeps working for up to seven further days; after that a single connection is needed to continue.

If the email is gone, your license is in your account under licenses. The copy button puts the full key on your clipboard.

One license runs on one device at a time. To move to another machine, release the old device, either in the Preview Studio Pro settings or under devices in your account. Under our terms a switch is possible at most once within 30 days. If you need one sooner, write to us and we will clear it.

If activation fails although the key is correct, this usually helps: release the device in your account, restart the app, enter the key again. If it stays that way, send us the error message.

Download and installation

The download sits on the download page. It comes with the license you bought, so you need to be signed in. The link you get on click is good for a few minutes only. Once it has run out, click the button again and you get a fresh one.

On a Mac you drag Preview Studio Pro into your applications folder after opening the DMG. If macOS refuses the first launch, open the app once through the context menu with Open, then the dialog offers to start it. On Windows you run the setup; if Windows SmartScreen steps in, click “More info” and then “Run anyway”. Neither file is code-signed yet, which is why the systems ask.

If the download answers with a fault notice instead of the file, the license server is unreachable at that moment. That is usually over within minutes. If it lasts longer, send us a quick note.

Payment, invoices and subscription

Payment runs through Stripe. We send your invoice as a PDF with the purchase confirmation, and again with every renewal. Changing your card, looking at invoices and managing the subscription all happen in the Stripe customer portal; the way in sits in your account.

If a payment failed, you get an email with the date until which your access stays active and a way to update your payment details. If you cannot find an invoice again, send us the purchase address and the rough date and we will send it once more.

Withdrawal and cancellation

The full withdrawal notice including the model form is at withdrawal. It is also attached to your purchase confirmation as a PDF.

You cancel a subscription without signing in through the cancellation button. We confirm the receipt by email without delay, together with the date the contract ends. Until then your access continues unchanged. The lifetime license is not a subscription and does not need to be cancelled.

How we handle your data is written at privacy. You can delete your account and its data yourself in the account settings.

This page replaces neither the terms nor the withdrawal notice. Where they differ, the terms and the withdrawal notice apply.