FAQ

What types of payments are accepted in this store?

This store accepts Visa, MasterCard, American Express, and Discover Card. For purchase orders and wire transfers, please contact Imagine That Inc.

My credit card was declined. What do I do?

If your payment method has been declined, please do one of the following:

• Confirm the credit card number, expiration date, credit card code, billing address, and phone number were entered correctly in Your Account. Note: The billing address must match the address the credit card is billed to.

• Contact your bank. Note: Check with your bank about adjusting daily withdrawal or purchase limits. Payment declines may be due to limits set by your bank.

If neither of these options work, please try another credit card. Imagine That Inc. cannot resolve issues with declined credit cards as the credit cards are processed by Authorize.net.

Note: Declined cards do not result in the credit card being charged, but may result in a pending charge reserve. This happens because banks often reserve that amount in anticipation of the charge going through. The void notification is immediately sent, but it may take a few business days for your bank to remove a pending charge.

My credit card was charged, but the store said my payment was declined. Why was I charged if my order was declined?

Please confirm with your bank whether the charges in question have posted or are pending to your account.

When you attempt to purchase ExtendSim (or most online products), the credit card company places a "pending charge" on your account for the full amount. Your bank then puts a "hold" on your bank account for that dollar amount, until the transaction either posts (successful purchase transaction) or is cleared (declined or failed transaction).

With a successful transaction, the charge will typically post to the credit card account within 2-3 business days. At that time the money will be deducted from your bank account and the "hold" will be released.

If the transaction is not successful, the "pending hold" could linger for a day or two. Each bank/credit card company has their own time lines to release pending transactions, so please allow time for the “pending hold” to return to your available credit. Since the transaction has not been successful, your credit card has not been charged and the money has not been deducted from your bank account.

Where do I enter my coupon code?

In the Shopping Cart, click “Have a discount coupon?” on the bottom right. Enter your coupon code in the box, then click Redeem. Your order total will drop to indicating coupon acceptance! Go to Checkout to finalize your order

Can I renew my annual Maintenance Plan for ExtendSim through the online store?

Absolutely! In the Support category, choose Maintenance Plan, then select your ExtendSim package. Under the Maintenance Status drop down, choose "Renewing Maintenance". Please be sure to update your contact information and provide your 11-digit ExtendSim serial number.

When I go to Checkout, I do not see my country listed. How can I purchase ExtendSim?

This Store does not sell to countries serviced by an ExtendSim Distributor. For the following countries, contact your local ExtendSim distributor to order ExtendSim software: Belgium, China, Denmark, Finland, France, Germany, Greece, Italy, Norway, Portugal, Spain, and Sweden.

Can I get a trial version of ExtendSim?

Of course! Download the ExtendSim Demo at no charge. It will allow you to build (although not save) dynamic models and explore ExtendSim capabilities with pre-built models. Plus, you can use it as a Player to view models built by other ExtendSim users. Download it for free at www.SimulationDemo.com.

Do you accept returns?

Downloaded software cannot be returned. A license code is provided, but no physical product is shipped so there is nothing to be returned. ExtendSim may be evaluated at no charge before purchase with the ExtendSim Demo, a trial version of ExtendSim.