General FAQ

1.1   What is your privacy policy?
Our privacy policy is available for your perusal. If you have any questions please do not hesitate to contact us, and we shall try to answer your questions.

1.2   What forms of payments are accepted?
We use SWREG as our primary payments provider. SWREG accepts most major credit cards (Discover/Novus, American Express, Diner's Club, Mastercard, VISA, Solo, Switch, JCB, Eurocard and Delta). SWREG also accepts PayPal and checks. You may phone or fax your credit card details to SWREG after completing your other order details online.

We strongly suggest that you pay by credit card via SWREG secure store as this is quick, easy and safe.

If you wish to pay by other methods, please contact us to discuss.

1.3   In what currency are your products priced?
All our software products are priced in US dollars.

1.4   What further charges are there?
For New Zealand purchasers, the US dollar price already includes Goods and Services Tax (GST) of 12.5%. European Union purchasers are required to pay VAT. The VAT percentage varies by country. Minnesota customers will have 6.5% sales tax added as SWREG is based in Minnesota.

Our products are available through SWREG if you choose to buy online. SWREG imposes a surcharge on some credit cards and all phone/fax orders. Surcharges can change from time to time. Current surcharges are shown when you make your purchase.

Diner's Club cards incur a surcharge from SWREG.

1.5   Can you deliver the product (e.g. on CD)?
We currently only offer electronic downloads of our software products. This method ensures the quickest delivery of the software and registration keys to you.

1.6   I have a desktop and a laptop computer. Do I need to purchase two licenses?
No. Our license agreement allows you to install the software on two machines used by one user.

1.7   How do I update my product?
Updates for minor revisions are available from our download page. The type of update will depend on the version of the product that you have. If you have purchased a registered version then please download the appropriate update for your version.

We do not offer updates for our trial versions. Instead, please download the latest trial version. Remember to uninstall the previous version before you install the new version.

1.8   How do I find out the version of my product?
Follow these instructions if you have UltraSleuth. Open Microsoft Excel, then in the UltraSleuth menu click on About. The product name and version is shown in the dialog box.

Follow these instructions if you have dsSafeSend. Open dsSafeSend, then in the Help menu click on About. The product name and version is shown in the dialog box.

1.9   Will you take suggestions for new or existing products?
Yes. We will certainly listen to your ideas, requests and comments. We value your suggestions and feedback. Please complete the Product Suggestion form.

1.10  The product that I have downloaded does not install. What do I do?
There are a number of potential reasons why this may happen. Please try to download the file again as it may have been corrupted during the previous download. Please also ensure that your computer system meets any systems requirements specified on the product page.

2.1   Are there any limitations in the trial product?
The trial product is free to try. That means that you can download it and try it before buying the registered version. Not all of the product's features may be enabled. Please check the product's web page for a description of the features that are not available.

2.2   For how long is the trial product valid?
If you continue to use the product for more than 30 days, you must buy the registered version of the product. Please check the license if you are unsure.

Please also see the question above: "Are there any limitations in the trial product?"

2.3   How do I buy the registered version?
If you are ready to register, you can buy now. You will be taken to our order page. That page contains full instructions on how to purchase our products.

Please follow the instructions to complete your purchase. Upon completion, your registration key will be emailed to you. A confirmation note will also be emailed to you and will include a link for you to download the registered product.

2.4   I have registered. Why can't I download the registered version?
Please click on the link in the confirmation email that was sent to you after your purchase. You should be redirected to the download site and your download should start automatically. If this does not happen, the link may be temporarily unavailable because of congestion. We apologize for the inconvenience. Please wait a few minutes and try again.

If you are still unable to download the file, the link may have expired. Your confirmation email would have provided you with a link to download the file within a specified period. Please check that the period has not expired. If it has, you will need to contact us. We may need to obtain additional information to verify your purchase details.

3.1   Are there any limitations on the use of the Personal Edition?
The Personal Edition can only be used for personal, non-commercial work. This normally means home use only. For further details, please refer to the Personal Edition license in the help file when you installed the Personal Edition product. Please also note that we cannot guarantee support for the Personal Edition. We reserve the right to discontinue a Personal Edition at anytime.

If you intend to use our software for non personal work, please purchase the business version.

3.2   How do I buy a commercial version?
You can buy a commercial version from our website.

Please follow the instructions on the order page to complete your purchase. Upon completion, your registration key will be emailed to you. A confirmation note will also be emailed to you and will include a link for you to download the registered product.

4.1   How do I install the add-in?
Download the add-in, then double-click the setup application. Follow the instructions to complete the installation.

4.2   The add-in application does not run. What do I do?
Our Excel add-ins are designed to run as an add-in to Microsoft's Excel application. Please ensure that you have the correct version of Microsoft Excel installed. If you received error messages indicating missing files, you may not have properly installed Excel. Our add-ins are not designed to work with Excel 95 or earlier versions.

4.3   How do I get an add-in to open automatically each time Excel starts?
You can use Excel's Add-Ins dialog box to manually load the add-in. The Add-Ins dialog box can be accessed by selecting Tools and then Add-Ins from Excel's main menu. Once the Add-Ins dialog box is open, please check whether the add-in is listed under the "Add-ins available" list box. If the add-in is listed, ensure that the check box on the left of the add-in name is enabled. Click OK to close the Add-ins dialog box. If the add-in is not listed in the "Add-ins available" list box, click on the browse button and use the Browse dialog box to find and select the add-in. Next, click on the OK button to add the add-in to the list of available add-ins. Finally click on OK to close the Add-Ins dialog box. The next time you start Excel the add-in will open automatically.

4.4   Excel automatically opens another (older) add-in with the same name.
You will need to remove the existing add-in from Excel's auto open list so that you can add your new add-in to the list. To do this you should:

1. Select Tools then "Add-Ins..." from Excel's main menu.
2. In the Add-Ins dialog box, uncheck the old add-in and click on the OK button.
3. Close Excel.
4. Re-open Excel.
5. Select Tools then "Add-Ins..." from Excel's main menu.
6. In the Add-Ins dialog box, click on the Browse button. Locate the new add-in that you want to open automatically and click OK.
7. Close the Add-Ins dialog box by clicking on the OK button.

This will load the new add-in and ensure that it opens automatically when Excel starts.

4.5   The add-in is open but I cannot see the toolbar.
To make the toolbar visible you should right mouse click anywhere on Excel’s main menu or toolbar. When the toolbar menu pops up, look for the name of the add-in (e.g. UltraSleuth) in the list of toolbars. Scroll down and (left mouse) click on the name of the add-in to activate the toolbar.

4.6   How do I unload the add-in?
Select Tools then Add-Ins from Excel's main menu. When the "Add-Ins" dialog box opens, uncheck the add-in that you want to unload. Click on the OK button.

If you follow these steps you will unload the add-in but not uninstall it. To uninstall the add-in, please see How do I uninstall the add-in??

4.7   How do I uninstall the add-in?
Make sure you unload the add-in from Excel before uninstalling it. That is, you should remove the add-in from Excel’s auto open list before proceeding to uninstall the add-in. (The auto open list is a list of add-ins that Excel loads automatically each time it starts.)

Next click on the Start menu, then (All) Programs, then select the add-in program that you want to uninstall and finally select the "Uninstall program name" shortcut. The add-in should uninstall automatically.

4.8   I have uninstalled an add-in and each time I start Excel I am told that the add-in cannot be found. How do I remedy this?
You will have to remove the add-in from Excel's list of available add-ins. To do this you should use Excel's Add-Ins dialog box. Click on Tools and then Add-Ins from Excel's main menu. Once the Add-Ins dialog box is open, scroll down the list of available add-ins and find the add-in that you want to remove. Next click on the check box next to the add-in (so that the check mark is cleared). Finally, click on OK to close the Add-Ins dialog box. This should resolve the problem.