FAQ: Orders and delivery
Find answers to questions from our customers related to orders and delivery of products from Forscope.
Table of contents
I received my order, but I would like to make changes in the invoice. What should I do?
I got an error message during installation / activation, what should I do?
What documents do you provide with the purchase?
You will receive at least an invoice, a certificate for each product, and a warranty declaration. Some products come with additional documentation, where necessary.
How can I pay for my order?
You can pay via credit or debit card (Visa and MasterCard), or via bank transfer.
I have a valid VAT ID but during the ordering process I see the wrong VAT added to my order – what should I do?
Check whether your VAT ID number is properly entered in the VAT field and that you have added the country prefix; e.g. CZ00000000 is the correct format for Czech Republic.
Take in consideration that the validation of the VAT ID takes place after the order is sent – therefore it is not possible to view 0% VAT before completing the order.
The validation of the VAT ID is done according to the information and availability of VIES – if the EU service is down (which can happen occasionally), our systems cannot check it either.
We guarantee a refund of the tax rate, in case it is overpaid.
Where can I see the status of my order?
Every time the status of your order changes, you will receive an email informing you about it. Another option is to log in to your Forscope account, then look for My orders on the Overview page.
How can I cancel my order?
Please contact us via our support platform and we will provide an appropriate solution.
Where can I find my invoice?
Your invoice can be found in the delivery email you’ve received from us – it’s a button that downloads the invoice when clicked. You can also find invoices for all your orders when you log in to your Forscope account. Just look for My orders on the Overview page.
I received my order, but I would like to make changes in the invoice. What should I do?
In case you would like to make any changes in the invoice that you’ve received from us, please contact us via our support platform.
Where can I find my product keys?
You can find the product keys for your purchased products in the certificate attached to the delivery email you’ve received from us. In case you do not see the email in your inbox, please check the spam folder.
How long will it take for my products to arrive?
The product delivery differs depending on which product you’ve purchased – you could receive your products within 5 minutes, or in a couple of business days. You can check the delivery time for each product in the product description.
If you purchased a product with express delivery (5 minutes) and a product with regular delivery (1-2 business days) within the same order, you will receive your products in 1-2 business days.
Why haven't I received the product(s) yet?
The two most common reasons for delays in delivery are:
a wrong email address was provided;
the email with your certificate was directed to your spam folder.
If it’s neither of these reasons, please contact us via our support platform and we will solve the issue as soon as possible. Some products may require more information and special conditions for the delivery process – for these products the delivery time might vary.
Where can I download my software from?
You can download your software from our software assets management platform oneslm.eu. Log in with your order number and email and you will see a list of your ordered products on the left side of the page. Click on each product to see further instructions.
How do I install and activate my product?
The installation and activation instructions for our most popular products can be found in the Academy section. In case you can't find the manual for your product, please contact us via our support platform and we will help you.
I got an error message during installation / activation, what should I do?
In case you have issues with deploying your product, please go to our support platform and we will provide an appropriate solution.
The product I bought does not work, what should I do?
Please go to our support platform and provide more information about the issue, and attach screenshots if possible. We will assist you further.
How do you handle support after purchase?
In case you have issues with your product, please go to our support platform and we will provide an appropriate solution.