Replacements & Support Policy
Last updated: March 1, 2026
Our Guarantee
All license keys sold through VIP Trading Licenses are guaranteed to activate successfully when used according to the product page instructions. If a key fails to activate on a compatible system within the specified product requirements, we will provide a replacement or refund.
Activation Issues
If you experience an activation issue with a license key, please follow these steps: First, verify that your system meets the minimum requirements listed on the product page. Second, ensure you are following the correct activation method (online activation, phone activation, etc.) as described in the product instructions. Third, confirm the key has not already been activated on another device. If the issue persists, open a support case through your customer account.
Replacement Process
To request a replacement key, log in to your customer account, navigate to the relevant order, and open a support case selecting 'Replacement Request' as the case type. Provide a description of the activation error you encountered. Our support team will review your request and, if the original key is confirmed as non-functional, provide a replacement key from available inventory.
Replacement Eligibility
Replacements are available for keys that fail to activate due to key validity issues (already used by another party, invalid key format, or vendor-side deactivation). Replacements are not available for keys that were successfully activated and subsequently deactivated by the user, keys used on systems that do not meet minimum requirements, or keys used in a territory where the product is not supported.
Refund Policy
If we are unable to provide a working replacement key, we will issue a full refund to the original payment method. Refunds are processed through Stripe and typically appear within 5–10 business days. Refund requests must be made within 30 days of the original purchase date.
Response Times
We aim to respond to all support cases within 24 hours during business days. Replacement keys for instant-delivery products are typically issued within the same business day once approved. Assisted-delivery replacements may take longer depending on inventory availability.
Contact Support
For any issues not covered above, or if you need help determining the right course of action, please visit our contact page or open a support case from your customer account.