Frequently Asked Questions

FAQ - Technical Issues

How do I install my software?
Firstly you will need to visit the download page for the product you require and complete the download form ensuring your email address is correct. You will then receive an email containing the download link. Click the link and follow the on-screen instructions to set up the program. The software will then run as a free trial for he designated period of time. After this period you will need to purchase a license key and enter it into the software on opening it to allow it to run normally.

I've lost my license key, where can I find it?
If you are still running the software then you can usually find your license key under the 'Help' or 'About' sections of the program. If you have lost the software then it may be possible that we still hold a record of your license key, please submit support case to see if we can help further. Please note that we do not hold licenses prior to MindManager Pro 6. Also, as licenses for SmartDraw are sent directly from the publishers themselves we are unable to store them.

I've formatted my computer and have lost my software, how can I re-install it?
You can find all versions of the software we sell, current and previous in our Download Archive section. Once you have downloaded the program simply enter in your license key to activate. If you do not have your license key please see the below FAQ - 'I've lost my license key'. On some ocasssions, you may have exceeded the number of activations you are permitted per license, in this instance you will need to contact the publishers of the software directly who will advise you of the next steps.

Why does my MindManger License key show as invalid?
The most common reason for your license key to be shown as invalid is having the wrong version of the software installed. Before contacting us please ensure you have downloaded and are running the correct and latest version of the software you require. There are usually different versions of the software for PCs and MACs so please also ensure you have the correct version for you. If you haven't already, try copying and pasting the license key provided into the program to ensure all characters are correct. If all this is correct, and your license is still showing as invalid please contact us

Why do I receive an error message saying 'Failed to communicate with the activation server'?
If you receive an error message relating to a problem connecting to activation servers, which is preventing you from successfully installing your software, this is usually due to your firewall or proxy server blocking the connection required with the publishers servers. Where possible the easiest option is to select the manual activation process and follow online instructions.

Why has my software stopped running?
If you have been running the trial version of the program, these are limited by time, usually 21-30 days, and after this period the program will lock which will mean you will be unable to use it until you purchase a license key.

 

FAQ - Purchase

How do I contact M-Urge if I have a problem with my order?
You can contact us via our online contact form or by calling us on 01225 781722.

Do you accept Purchase Orders?
Yes, we do accept official purchase orders providing they are on official headed paper and contain an official order number. Please ensure you include a contact telephone number and email address on all purchase orders.

Do I qualify for an Academic Discount?
In order to qualify for an academic discount you must be directly associated with an academic institution. You will need to provide proof of your academic status, the easiest way is to purchase using your ac.uk email address, alternatively you can send us a scanned copy of your student card or letter of acceptance/enrolment on your course. For staff, you can either purchase via official purchase order or use your ac.uk email address.

Do I qualify for a Government Discount?
In order to qualify for and purchase Government discounted products you will have to prove your eligibility. If you are purchasing via official purchase order this will automatically qualify you and no further evidence will be required. If you purchase online or over the phone via debit/credit card you will have to use your gov.uk email address.

Are all software products available as download and on CD-ROM?
All programs are available as download only through our website. Many software products are now not available as CD-ROMs and those that are often incur a heavy price increase. We are able to provide MindManager 8 on CD if requested. We will then send you a trial CD sleeve, which contains the full program but at no additional cost.

 

FAQ - Services

Are there training courses available?
As MindManager Specialists we are able to provide training on MindManager 7 and 8. We offer a range of training opportunities from individual to group sessions, both online and in-house. Prices vary dependant on each individual requirement. Each training session is customised and tailored to meet your exact requirements.

What support is available from M-Urge?
At M-Urge we pride ourselves on the support we are able to offer our customers, both pre and post sales. We are happy to discuss your requirements and options open to you before making your purchase, and will help you decide which is the right product for you. We will be happy to help with any questions, both usability and technical, that arise throughout your trial period and of course post sales. If we are unable to answer your query ourselves then we will seek to find the answer promptly on your behalf from the corresponding publisher. We aim to resolve all support queries within 48 hours and will keep you updated throughout the process. If you have a query with your software please submit a support case.

 

FAQ - General

Can I download previous versions of M-Urge products?
Yes, all previous downloadable products are available in our Download Archive. If there is a product that you can not find in this section, please let us know and we will do our best to provide you with the relevant download link as soon as possible.

Are the free trials cut down versions of the software?
All our free trials provide you with a time limited (usually 21-30 days) full version of the software products. If a product is limited in functionality this will be stated on the product download page.