Subscription FAQs

  1. What do you mean by subscription?
  2. What's the subscription expiry date?
  3. My subscription is about to expire. Does that mean I will no longer be able to use the product?
  4. My subscription expires in December. My purchasing department would like to align all our payments and pay for a renewal in June. Would that mean that my new subscription expires in June next year?
  5. You gave me a great discount when I first bought my product. I now need to renew the subscription. Do I get the same discount on the renewal?
  6. I submitted an issue when I still had a valid subscription. By the time the fix came, my subscription had expired. Can I still apply the fix?
  7. I submitted an issue last week and my subscription will expire next week. Can you promise to have the fix ready before my subscription expires so that I can be sure to get it without having to extend the subscription?

What do you mean by subscription?

The term subscription refers to our update service. A subscription entitles you to one year of product updates. When the year has passed, you are still licensed to use to the component, but to receive further updates, you have to renew your subscription.

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What's the subscription expiry date?

The expiry date is the last date that your subscription is valid. Your product will not stop working because your subscription expires. You are still licensed to use the product.

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My subscription is about to expire. Does that mean I will no longer be able to use the product?

No. When you buy a license, you buy the right to use a product for as long as you wish. A subscription is a separate service that provides you with updates. Without a subscription, you miss out on new features and hotfixes, but the product will still run.

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My subscription expires in December. My purchasing department would like to align all our payments and pay for a renewal in June. Would that mean that my new subscription expires in June next year?

No. You can renew your subscription whenever it suits you best. When you renew your subscription, a year is added to the current expiration date. If your expiration date is December 2012 and you renew it in June 2012, the new expiration date is December 2013.

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My subscription expires in December. My purchasing department would like to align all our payments and pay for a renewal in June. Would that mean that my new subscription expires in June next year?

No. When you first bought the product you got a license and a one-year subscription to software upgrades. The subscription price for subsequent years is linked to the current product price, not your original purchase price.
The price of renewing a valid subscription is 50% of the current product price. (An expired subscription is renewed at 60% of the current product price.)

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I submitted an issue when I still had a valid subscription. By the time the fix came, my subscription had expired. Can I still apply the fix?

No. You can only install fixes and updates released before the subscription expiration date. Only having a subscription entitle you to updates; submitting an issue does not. If getting a particular fix is crucial to you, we recommend that you keep your subscription up-to-date. We do our best to provide fixes in a timely manner, but each issue is prioritized and added to a waiting list. We make no promises about turn-around times for free support.

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I submitted an issue last week and my subscription will expire next week. Can you promise to have the fix ready before my subscription expires so that I can be sure to get it without having to extend the subscription?

GroupDocs support works on a first-come-first-served principle. We cannot promise that your issue will be fixed before your subscription expires. Everyone on our free support gets the same level of attention.

More Questions?

If you still have questions about subscriptions, please contact a member of our sales team and they will be happy to answer your questions.

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