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 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.

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

Absolutely! Individual Licenses can be renewed by going to the Maintenance & Support category, then selecting your ExtendSim package. Please sure to include the 19-digit ExtendSim Activation Key (including dashes) and end user contact information for the license being renewed.

Once payment for the renewal of your Maintenance & Support Plan has been received, we will update the license management system, then provide you with instructions to Reactivate your license.

To renew a Floating License, please contact Imagine That Inc.

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. Verify your order total reflects coupon acceptance.

Go to Checkout to finalize your order.

I forgot to enter my coupon code. Can I get a refund for the difference?

If you want to take advantage of a discounted price offered via a coupon code, it is your responsibility to enter the coupon prior to Checkout. Verify the price you are paying is list price less the amount of the coupon.

Do not try to purchase the software a second time using the coupon expecting you can get a full refund on the first purchase as downloadable software purchases are non-refundable.

The most we can refund is the difference less 15% to cover credit card fees on the purchase and refund.

Do you accept returns?

Downloaded software cannot be returned. An activation key is provided, but no physical product is shipped so there is nothing to be returned. ExtendSim Model Developer Editions offer a free 30-day trial prior to purchase .

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.