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Got Questions?

We know that sometimes you just need a quick answer. That's why we've put together this FAQ to help you find the info you need. We've organized it into sections to make things easy.

FAQ Topics

Click on a topic below to jump to that section.

Website

Where can I find your website's terms of service and policy pages?

Here’s a list of important pages on our website that you might want to check out:

How can I update my cookie preferences?

If you want to update your cookie preferences, you can do so by going to our Cookie Settings form.

How can I make a general enquiry?

If you have a general enquiry, you can reach out to us through our Contact Form.
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Newsletter

How do I subscribe to your newsletter?

You can subscribe to our newsletter by filling out the form on our Newsletter page.

How often will I receive newsletters?

We only send newsletters when we have something important to share with you. You can expect to receive updates from us no more than once per week.

Can I unsubscribe from the newsletter?

Yes! You can unsubscribe from our newsletter at any time by clicking the “Unsubscribe” link at the bottom of any newsletter email you receive from us.
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Product Information

Is there a trial version available for Showglo software?

Yes, we offer a free 14-day trial for all of our software products so that you can evaluate features and capabilities. The trial can be activated by purchasing a monthly subscription and cancelling before the end of the trial period.
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Downloads & Installation

Where can I download Showglo products?

You can download product installers from our official Download Page. Make sure to select the correct version for your operating system and follow the provided instructions.

What are the steps to install Showglo products?

To install our software, follow these steps:

  1. Download the installer from our Download Page.
  2. Open the downloaded file and follow the on-screen instructions to complete the installation.
  3. Once installed, you may need to activate the product using your iLok account.

Do I need an administrator account to install Showglo products?

Yes, installing Showglo products typically requires administrator privileges to ensure that the software can access all necessary system resources and install correctly. If you encounter issues, please ensure you are using an account with administrator rights.

Can I install Showglo products on multiple devices?

Yes, you can install and activate Showglo software on two devices at a time. However, the software can only be used on one computer at a time. Check our License Agreement for more details.

What should I do if the installation fails?

If you encounter problems during the installation process, try the following steps:

  1. Ensure your system meets the minimum requirements.
  2. Run the installer as an administrator.
  3. Check your internet connection if the installer needs to download additional files.
  4. Disable any antivirus software temporarily as it may interfere with the installation.

For further assistance, please contact our support team via our Support Form.

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Licensing & Activation

What is iLok?

iLok is a licensing system used by many software companies to protect their programs against unauthorized use. Users can manage their licenses via a physical USB dongle or through the iLok Cloud, which does not require a physical device.

We have chosen to protect our software with iLok to ensure the security and integrity of our products and to provide a convenient way for users to manage their licenses.

Do I need an iLok account to use this software?

Yes, you need to create an iLok account to activate and manage your software licenses. Creating an account is free and can be done on the iLok website.

How do I create an iLok account?

You can create an iLok account by visiting the iLok registration page. Follow the instructions to sign up, which will include providing some basic personal information and verifying your email address.

How do I activate my software using iLok?

To activate your software, download and install the iLok License Manager. Then, sign in with your iLok account, and follow the prompts to activate your software using either an iLok dongle or iLok Cloud.

Do I need a physical iLok dongle to use the software?

No, you can use iLok Cloud to manage your licenses without a physical dongle. However, you can use an iLok dongle to store your Showglo licenses if you prefer.

Can I use my software on multiple computers?

Yes, you can activate each license on up to two computers or dongles. However, the software can only be used on one computer at a time. You can easily transfer your license between computers using the iLok License Manager. Check our License Agreement for more details.

Can I use the software offline?

For perpetual licences, an internet connection is only required for activation and deactivation. Once activated, the software can be used offline. Subscription licenses require periodic online validation.

Can I sell my licenses if I don't need them any more?

Yes, you can sell and transfer perpetual licenses that you no longer need. To transfer the software license to another user, both parties must have iLok accounts. You can then transfer the license using the iLok License Manager which may include a small transfer fee.
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Updates and Maintenance

How often are Showglo products updated?

Our products are regularly updated to enhance functionality, fix bugs, and improve security. We aim to release new features and improvements quarterly, while minor updates and patches may be released more frequently as needed.

What is included in software updates?

Our updates may include new features, performance improvements, bug fixes, and security enhancements. Detailed release notes will be made available for each update.

How do I update my software to the latest version?

You can download the latest installers from our Downloads Page.

Are updates mandatory?

While updates are not mandatory, we strongly recommend that all users keep their software up to date to ensure the best performance and security. Delaying updates may expose you to security risks and reduce software functionality.

What happens during scheduled maintenance?

During scheduled maintenance, certain features might be temporarily unavailable as we work to upgrade and improve our services. We aim to conduct maintenance during off-peak hours to minimize disruption and will notify you in advance via email and on our website.

Can I roll back an update if it causes issues?

We understand that sometimes new updates might cause issues with specific configurations. If you experience problems after an update, please contact our support team for assistance. Rolling back updates is not generally recommended, but we will provide support to resolve any issues.
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Troubleshooting & Support

What should I do if I encounter technical issues?

If you encounter any technical issues, please check our Support page for access to our Knowledge Base, Documentation and other support resources.

You can also join our Discord Server for real-time support from our community and staff members.

If you still need help, you can fill out our Support Form to contact our support team directly.

How long will it take for your support team to respond?

Our support team will do their best to respond as soon as possible. We aim to provide an initial response within two working days.
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Community and Social Media

How can I join the user community?

Joining our user community is a great way to connect with other users and get tips, tricks and support. We have an active community on our Discord Server where you can chat with other users and staff members.

Where can I follow Showglo on social media?

We are active on YouTube, Facebook, Instagram, X, TikTok and LinkedIn. You can find links to our social media profiles in the footer section of our website.

What benefits do I get by engaging with the community?

Engaging with our community can provide numerous benefits including access to exclusive content, early product updates, special events, and direct support from community experts. It’s also a great way to provide feedback and influence product development.

Can I contribute to the community?

Absolutely! We encourage contributions such as participating in discussions, writing helpful posts, sharing your own tips and experiences, and even helping other users with their queries. Your involvement helps strengthen the community and benefits all members.
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Payment and Refunds

Why does Showglo use a subscription-based pricing model?

We use a subscription-based pricing model to keep our products affordable and sustainable. Our subscription plans allow us to maintain low prices, provide regular software updates, and keep our fixture library up-to-date with the latest fixtures. This model ensures that you always have access to the newest features, bug fixes, and fixtures without any additional upgrade charges.

How does the subscription model for Showglo products work?

Showglo software is available through monthly or yearly subscription plans. Choosing a yearly plan gives you 12 months for the price of 10. Once subscribed, payments will continue until cancelled. Detailed information about our pricing can be found on our Pricing Page.

How do I cancel my subscription?

You can cancel your subscription at any time by visiting the Orders Page in your account. Once cancelled, your subscription will remain active until the end of your current billing cycle. You will not be charged for the following billing cycle.

What happens if I cancel my subscription before the end of the billing cycle?

If you cancel your subscription before the end of the billing cycle, you will retain access to the software until the end of the current billing period. You will not be charged for the following billing cycle, and your license will be deactivated at the end of the current period.

Can I continue using Showglo after my subscription ends?

If you cancel your subscription, you will be able to continue using the software until the end of the current billing period. Once your subscription has ended, your license will be deactivated, and you will no longer have access to the software. You will need to resubscribe to start using the software again.

Are there any hidden fees or charges?

There are no hidden fees or charges associated with Showglo subscriptions. The price you see on our Pricing Page is the price you pay. If you choose to purchase additional products or services, you will be notified of any additional charges before completing your purchase.

What payment methods are accepted?

We accept a variety of payment methods including major credit cards (Visa, MasterCard, American Express). All payments are processed securely.

What happens if my payment fails?

If a payment fails, you will be notified via email and given instructions on how to correct the issue. Failure to update your payment information can result in a suspension of your subscription until the payment issue is resolved.

How do I request a refund?

If you are not satisfied, you can request a refund within 28 days of your initial purchase. Please contact our billing team through the Support Form, and provide your purchase details and reason for the refund.

How long does it take to process a refund?

Once a refund request is submitted, we typically process it within 2 business days. It may take longer to reach your account depending on your original payment method. You will receive a confirmation email once your refund has been processed.
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Security and Privacy

How do you protect my personal information?

We take the security of your personal information very seriously. We use industry-standard encryption technologies and follow best practices to protect your data from unauthorized access, alteration, or destruction. For more detailed information, please visit our Privacy Policy.

Who has access to my data?

Access to your personal data is restricted to authorized personnel only who need the information to perform their job functions. We do not sell, trade or rent your personal information to third parties.
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