Frequently Asked Questions (FAQ)

1. I ordered software in your web shop, how can I download it?


2. How can I cancel my order?


3. I ordered a product in your previous web shop, how can I find it back in your new web shop?
4. Where can I find the bill?


5. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?

Frequently Asked Questions (FAQ)

1. I ordered software in your web shop, how can I download it?
   As soon as your order has been processed, you’ll receive an e-mail with Order Details (please check the folder with Junk E-mail if you have not received it). In this e-mail you will find the download link for the software. Possibly this link is being blocked by your e-mail program, in that case follow these steps to download the software:
   1. Go to www.researchsoftware.com.
   2. Log in on the right side.
   3. When you have logged in, click on My Account (top of the page, in the middle).
   4. Now you get to see the details of your account (User Data, Addresses etcetera). Click 'Access your orders' under Orders.
   5. Click the order number of your order
   6. Click Download here to download the software
   




2. How can I cancel my order?
   If your order has not been completed yet, we can cancel the order for you. When your order has been completed the following rules apply:
   
   
   • Physical products can be returned within 14 days, as long as the seal has not been broken.
   • Downloads can not be returned, so it is not possible to cancel the order.
   
   
   
3. I ordered a product in your previous web shop, how can I find it back in your new web shop?
   Follow these steps to retrieve your old orders:
   1. Go to www.researchsoftware.com
   2. Log in at the right side of the web page.
   3. When you have logged in, click on 'My Account' (top of the page, in the middle).
   4. Now you get to see the details of your account (User Data, Addresses etcetera). Near the bottom of the page you see a link to your orders in the old web shop.
   5. Click 'View summary of orders purchased on previous shop.'
   6. Click the order number of your old order to go to the download link and (if applicable) the activation code and/or serial number.
   




4. Where can I find the bill?
   The invoice of your order is available as a PDF file with your order details (please select your order number) to 'Orders' under 'Account'.
   
   
   1. Go to www.researchsoftware.com
   2. Login with your username and password.
   3. Click the "Account" at the top right.
   4. Click on 'Your Orders' under the 'Orders'.
   5. Click on the underlined order number.
   6. Click on the link "Download Invoice '.
   
   
   You also receive an official invoice by mail or e-mail.
   



5. I have ordered an EndNote upgrade edition in your web store. The setup asks for a serial number and a product key. What should I enter into the two fields asking for a serial number and a product key?
   A serial number looks like 5234567890 or 2234567890, starts with a 5 or 2 and is entirely numeric. A product key looks like 9NGHJ-Z7TRQ-UTR12-F9TQP-KL7MN and is 25-character alpha-numeric.
   New full product installation require a product key. However, for the setup of Upgrade editions a serial number of an older (previous) edition and a (new) product key will be necessary. The serial number of an older (previous) edition can be seen in the 'splash screen' when starting the old product. Alternatively, once can start EndNote and choose 'About EndNote' from the 'Help" menu. The 25-character alpha-numeric product key will be communicated in an email message after an order is processed. Since a few months we have started to mention both items in the 'Order details' email message.