Back to FAQs index

FAQs: Your TrialPay Order

Please choose one of the following questions:

• How do I get my free product?
• How long does it take to receive my free product?
• I have completed an offer. Where is my product?
• I have completed an offer. Where is my confirmation email and/or activation instructions?
• The link in my confirmation email is broken. How do I get my product?
• How do I provide proof that I completed an offer?
• I applied for a credit card and did not receive my free product.
• I have a problem with my free product. Who do I contact?
• How do I get a refund if I used the "No Thanks, I'd Rather Pay" option?
• How do I submit a question to TrialPay?
• My free product serial number/download link is not working.
• How do I upgrade my trial software to a fully licensed version using TrialPay?

---

• How do I get my free product?

  Once you have successfully completed an offer from one of our advertising partners, we will email you with instructions for how to access your free product. We use the email address you provided during our checkout process. If you have not received a confirmation email, please remember to:

  1. Check your spam or bulk mail folders to ensure you have not already received our email.
  2. If you do not have an email, check your order status or submit your receipt by logging into your shopper account here.
  

  Note: If your confirmation email says you will receive additional activation instructions within the next 48 hours and this time has passed, please contact the company from whom you should be receiving your free product.

  
  

  ^ back to top

• How long does it take to receive my free product?

  The completion time for our offers ranges from instant to several days, as noted in the offer listings. This time is required for the advertising partner to contact us with confirmation that you have completed an offer.

  ^ back to top

• I have completed an offer. Where is my product?

  As stated, the completion time for our offers can vary. If the estimated time window has passed and you have not received a confirmation from TrialPay, please remember to:

  1. Check your spam or bulk mail folders to ensure you have not already received our email.
  2. If you do not have an email, check your order status or submit your receipt by logging into your shopper account here.
  

  Note: If your confirmation email says you will receive additional activation instructions within the next 48 hours and this time has passed, please contact the company from whom you should be receiving your free product.

  
  

  ^ back to top

• I have completed an offer. Where is my confirmation email and/or activation instructions?

  After your offer completion time has passed, you should receive a confirmation email with instructions for accessing your free product. If you have not received a confirmation email, please remember to:

  1. Check your spam or bulk mail folders to ensure you have not already received our email.
  2. If you do not have an email, check your order status or submit your receipt by logging into your shopper account here.
  

  Note: If your confirmation email says you will receive additional activation instructions within the next 48 hours and this time has passed, please contact the company from whom you should be receiving your free product.

  
  

  ^ back to top

• The link in my confirmation email is broken. How do I get my product?

  There are two ways to access your product activation instructions. You can:

  1. Copy and paste the link in your confirmation email in your browser's navigation bar.
  2. Check the "My Orders" tab in your shopper account. You can see your activation instructions by clicking on your order.
  

  ^ back to top

• How do I provide proof that I completed an offer?

  The confirmation email you received after completing an offer from one of our advertising partners can be submitted as proof of offer completion. However, submission of your "receipt" does not guarantee that you will receive credit for this offer. Our Customer Support team will review your submission and may require additional information from you. Receipts submitted after 45 days (from when the offer was initiated) will not be considered. Log into your shopper account to submit your proof of offer completion.

  ^ back to top

• I applied for a credit card and did not receive my free product.

  If you have applied for a credit card, you must be approved for that card in order to receive your free product. Approval may take several days, as stated in our offer listings. If the estimated time window has passed and you have still not received your TrialPay confirmation email, please remember to:

  1. Check your spam or bulk mail folders to ensure you have not already received our email.
  2. If you do not have an email, check your order status or submit your receipt by logging into your shopper account here.
  

  If you have been approved and you have not received your free product, please contact our support team here and provide the following information from your approved credit card:

  1. Your first and last name as it appears on your card
  2. The billing address you use for your card
  3. The last four digits on your card
  

  Our Customer Support team will use this information to process your transaction and deliver your free product.

  ^ back to top

• I have a problem with my free product. Who do I contact?

  For problems with your free product, please contact our merchant partner's support team. You can find contact information on the merchant partner's Web site, or by logging into your shopper account and selecting your order in the "My Orders" tab.

  ^ back to top

• How do I get a refund if I used the "No Thanks, I'd Rather Pay" option?

  Contact our support team here. You will be asked for your order number in your request.

  ^ back to top

• How do I submit a question to TrialPay?

  If you have read the FAQs and none have addressed your concern, contact our support team here.

  ^ back to top

• My free product serial number/download link is not working.

  TrialPay is unable to assist you with technical issues related to activating your free product or service. Please refer to the product activation instructions under the "My Orders" tab in your TrialPay shopper account for how to contact the appropriate support team for technical assistance.

  ^ back to top

• How do I upgrade my trial software to a fully licensed version using TrialPay?

  Use the code in your product activation instructions to upgrade (or convert) the trial version of your software to a fully licensed version of that product. Each software company has different instructions for making this happen, and sometimes you will need to download a different version of the product first. If you have any technical questions about activating your product, please refer to the product activation instructions under the "My Orders" tab in your TrialPay shopper account for how to contact the appropriate support team for technical assistance.

  ^ back to top