Support
I’m a customer, where can I download the latest plug-in versions?
All customers can find the latest plug-in versions in their customer area in the Downloads section: https://www.artflex.software/en/licenses/downloads.
How can I open the Windows installer?
If you see this warning message while opening the ArtFlex installer on Windows: “Microsoft Defender SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk.” then click on the “More info” link. A new “Run anyway” button will appear. Click on “Run anyway” and the program will start.
How can I update the plug-in?
The plug-in contacts the update server automatically. When an update is available, a notification window appears in the Adobe app with corresponding instructions. You can also open the “Check for Updates” window from ArtFlex plug-in’s panel menu.
Are updates free?
Yes. The Updates are free for all customers with valid licenses.
Do I have to update the plug-in?
No. But we recommend keeping the plug-in up to date. Older plug-in versions will not be compatible with newer Adobe apps. Updates may also contain new plug-in features or additional code types.
Should I update the plug-in for all Adobe applications?
We strongly recommend you update the plug-in on all your Adobe apps, to avoid it causing unexpected issues.
How to run the ArtFlex QR+DataMatrix plug-in on macOS with M1 chip?
To run the ArtFlex plug-ins on macOS with Apple M1 processors, please open Adobe Illustrator 2021 (version 25.3.1 and later) in the Rosetta emulation mode (same for Adobe Illustrator 2022).
Then follow these instructions:
1) Make sure your Adobe Illustrator 2021 is not running
2) Open the Applications > Adobe Illustrator 2021 >... folder
3) Right-click on the Adobe Illustrator 2021 app icon
4) Select Get Info to open the Info window
5) Activate the “Open using Rosetta” option in the Info window
6) Close the Info window
7) Run Adobe Illustrator 2021, The ArtFlex plug-ins will be automatically loaded
All previous versions of Adobe Illustrator 2021 (version 25.2.3 and earlier) run on Apple M1 computers in the Rosetta emulation by default.
We are currently updating the ArtFlex QR+DataMatrix plug-in to be natively compatible with the Apple M1 computers. This version will be available soon.
What types of licenses are available?
The trial license enables all the software features, starting from the date of first activation for 21 days. The paid single license enables all features for a year.
Can I deactivate my trial license and move to another computer?
No. The trial license can be activated only once for 21 days and only on one computer. It can’t be moved to another.
How do I move the paid single license from one computer to another?
First please make sure your single license is not activated. If activated, please deactivate it. The deactivated valid license can be activated on another computer (this refers only to paid single licenses).
How can I cancel the automatic renewal of my license(s)?
In the “Licenses” section of your customer area https://www.artflex.software/en/licenses/my-licenses click on the underlined date in the “Next billing” column. This opens the subscription cancellation window. Click on “Confirm” to cancel the license renewal.
When is the latest I can cancel my license?
The renewal should be canceled at least 14 days before the license(s) validity expiration date.
When is the latest date to cancel the renewal of my license?
The renewal should be canceled 3 months before the license(s) validity expiration date the latest.
Can I activate the plug-in on more Adobe app versions on my computer?
Yes. The 3 latest versions of Adobe applications are supported.
Where can I find my license if I have lost it?
Log into your customer area. You will find all your licenses under the Licenses tab: https://www.artflex.software/en/licenses/my-licenses.
I can’t access my computer with the active license to deactivate it. What can I do?
Please contact us via https://www.artflex.software/en/support. Remember to mention your order number and the last 6 characters of your license key. We will deactivate your license so you can activate it on another computer.
How can I deactivate my trial license and activate a paid single license?
From the plug-in panel menu, open the Activation panel for single license, click Deactivate, make changes and click Activate.
Which payment methods do you accept?
We accept payment cards.
In specific cases, we can also accept bank wire transfer payments. For bank transfer payments please contact us via https://www.artflex.software/en/support.
What can I do if my payment was not finalized/successful?
Do one of the following:
1) If you are still on the payment page, please review your data and click the “Pay now” button again: https://www.artflex.software/en/customer-area/my-orders.
2) Try to repeat the payment by clicking the “pay here” link in the Order Confirmation e-mail sent to you during the purchasing process.
3) Try to repeat the payment from the Order section in your customer area. Each unpaid order contains a link to pay.
4) If none of the above options works, please contact us via https://www.artflex.software/en/support and we will organize an alternative payment method for you. Please remember to mention your Order ID.
Do you have discount options?
Yes, we offer bulk discounts:
5 - 9 licenses 5% discount
10 - 24 licenses 10% discount
25 - 49 licenses 15% discount
50 and more licenses 20% discount
Who is the payment provider?
The card payments are entirely processed by PAYONE GmbH, one of the largest online payment service providers in Germany. Information about data processing by PAYONE GmbH.
What is your refund policy?
You have the right to cancel the present contract within 14 days, starting from the day on which the contract was concluded. If you cancel the present contract, we will repay all the payments we have received from you, without delay and at the very latest within 14 days from the day we receive the notice indicating your cancellation. To exercise the right of cancellation, you must inform us via https://www.artflex.software/en/support.
Which customers have to pay VAT?
VAT is charged to:
- All EU naturalized persons
- All German legal entities
- All EU legal entities without a valid VAT number
VAT is not charged to:
- All EU (except German) legal entities with valid VAT number
- All non-EU naturalized persons and legal entities
What is the customer area?
Each ArtFlex Software customer has a customer area where you can find all your orders, licenses, invoices and personal data. You can log in to your customer area here: https://www.artflex.software/en/sign/in.
How do I access my customer area?
Customer area access details are sent to all new customers by e-mail after making their first order. The e-mail contains a customer area username and a link where the customer area password can be generated.
Can I change my personal data?
You can change your personal data except for your e-mail and country. In the customer section of your customer area click on “Change customer details'' and make the required changes.
How can I change my customer area password?
In the customer section of your customer area click on “Change customer details” and change your customer area password.
How can I reset my password?
Click on the “Forgotten password” link on https://www.artflex.software/en/sign/in. Enter your registered e-mail address and click on RESET YOUR PASSWORD. You will receive an e-mail with the password reset link.
