ProFantasy Store FAQ

Preorder questions

If you have pre-order questions not answered by this web site, please e-mail us or call one of the following numbers:

USA and Canada	Call 011-44-20-7738-8877 Mon-Fri, 10AM-6PM GMT (5AM-1PM Eastern Time Zone)
United Kingdom	Call 020 7738 8877 Mon-Fri, 10AM-6PM GMT
Germany	Call 0271 250 81 47 Mon-Fri, 10AM-6PM GMT+1
Elsewhere	Call the UK on +44 20 7738 8877 Mon-Fri, 10AM-6PM GMT

Payment security

We think our most potent defence is that we do not see your payment details, ever.

Payments at our store are conducted on either PayPal's or Paypoint's servers, in a frame, so your card details never come into our network. When you make a payment, all we receive from the bank is a digital Yes or No and your name, address and email. Even Jack Bauer couldn't get your card details from us - because we simply don't have them.

Of course, we do store your name, address and email - important information that we work diligently to keep secure. For example, Qualys SSL Labs give our SSL policies an A rating. But we sleep at night because, even if the worst happens and Jack gets his pliers and blow torch out, the most we can give is name, address and email. Not much more that you can read in a phone book.

Declined payment

Unfortunately this is beyond our control but we do understand how frustrating it is when you can't give someone your good money!

It is possible that it's a security precaution from your card issuer. Our accounts are located in the UK, so buying from us is an international transaction that is sometimes blocked by default or falls outside normal spending patterns. The only way to find out for sure is to speak to the card issuer -- their number is usually on the back of the card.

Alternatively, you may get a different response by using your card via the PayPal checkout. This can be done without creating a PayPal account.

Order processing - All orders

Within a few minutes of successful payment, you should receive an email containing a link to access your order. This email is sent to the email address provided with the order. If you pay by PayPal, this will be your PayPal account email.

Following the emailed link to your order, you will be asked to either create a new ProFantasy registration or add to an existing one. Whichever you choose, you provide your password and then have immediate access to download your order via your registration's Products and Updates tab.

Downloads - our minimum ten year guarantee

Your order will be delivered by download. After payment, normally within minutes, you will receive an order confirmation email with details of how to access your download through our registration system.

For fifteen years, our mail order customers have been able to re-download any product they've ordered from us. We want you to continue using your software even if you change computers, move, or lose track of what you've ordered. So, for at least ten years after ordering your software and probably a lot longer, you'll be able to download it again.

If you do not receive this email, please check your spam folder in case it has been falsely blocked.

If you paid by PayPal, the email address we receive and send to is your PayPal login email.

Order support

If you have problems with your order, please e-mail us. To help us identify your order, please include your order number, if you have it, or at least the name and email address you provided with the order.