Frequently Asked Questions
Answers to the most popular questions about our service
What kinds of software licences does Licenex sell?
Licenex sells digital software licences for Microsoft Windows, Office, SQL Server, Project and Visio, Adobe Creative Cloud and Acrobat, Autodesk AutoCAD, Revit, Maya and 3ds Max, and Corel products. Each product page lists the exact edition, device or user count, platform support, licence term and activation method. We do not sell lifetime or offline-activated Adobe consumer SKUs that are not documented by the publisher.
What licence types are available and what do they mean?
The most common types we offer are: one-time retail and OEM keys, volume / MAK and KMS-channel keys for business deployments, subscription terms (for example 1-year or 3-year), and invitation or account-based access for products that are delivered through a publisher portal. The exact type is shown in the product title and on the product page under "Delivery format". See our digital-content policy (/digital-content) for what each delivery format implies.
What is the difference between a product key, an account, and an invitation?
A product key is a 25-character (Microsoft) or 24-character (Adobe/Autodesk) code that you enter during installation. An account is a set of publisher credentials tied to your identity that you sign in with. An invitation is a seat assigned to your email address inside a publisher tenant or team (for example Adobe Creative Cloud Teams or Autodesk subscriptions). Each requires different activation steps, which is why we describe the exact delivery format on every product page.
Are the licences genuine and legally transferable?
We only sell licences whose provenance we can document. Microsoft retail / OEM keys are transferrable under the publisher terms; volume keys follow the channel rules described on the product page; Adobe and Autodesk subscriptions are typically assigned per-seat. If you need a transfer or deployment letter for an audit, contact support with your order number.
How do I activate a Microsoft Windows or Office key?
1. Download the official installer from the Microsoft software download page or your Microsoft account. 2. Install the exact edition that matches your key (Home, Pro, Home and Student, etc.). 3. Open activation settings and enter the 25-character key in the format XXXXX-XXXXX-XXXXX-XXXXX-XXXXX. 4. Sign in with a Microsoft account to link the digital licence if prompted. See our activation guide for screenshots.
How do I activate an Adobe product?
For Creative Cloud or Acrobat subscriptions delivered as an invitation: accept the invitation email sent to your Adobe ID, sign in at creative.adobe.com, and install through the Creative Cloud desktop app. For perpetual Acrobat keys: install Acrobat Reader or Acrobat Pro from adobe.com, sign in, and redeem the key under "Redeem a code". Never share your Adobe ID password with anyone, including support. Our activation guide (/activation) has step-by-step screenshots.
How do I activate an Autodesk product?
Autodesk subscriptions are delivered as user assignments inside a managed Autodesk account. After purchase, reply to the delivery email with the full name, work email and the Autodesk project / team number to bind the seat to. Activation happens at manage.autodesk.com once the assignment is confirmed; you then sign in inside the product (no key entry).
How do I activate CorelDRAW or Corel products?
Install the trial from coreldraw.com, then on first launch choose "Activate" and enter the key we delivered. If the installer asks for a sign-in, use a fresh Corel account created with your own email.
The key is rejected or says "already used". What should I do?
First verify the edition and region match the product page, that the key is typed exactly (no extra spaces), and that the device meets the publisher requirements. If the error persists, contact support (/contacts) with your order number and a screenshot of the full error message. We will re-issue the licence or refund you in line with our refunds policy (/refunds).
How and when is my licence delivered?
Licences are delivered automatically by email within minutes after the payment is confirmed. For account-based or invitation SKUs (Adobe Teams, Autodesk) human activation is required and may take longer during business hours. You can also find all your keys in the My Orders section of your account.
Where do I download the software installer?
Always download the installer from the publisher official site or your publisher account (Microsoft software download, Adobe Creative Cloud desktop app, manage.autodesk.com, coreldraw.com). Licenex never hosts modified installers. The delivery email lists the official download source for each product on your order.
I have not received the delivery email. What can I do?
Check the spam and promotions folders for an email from [email protected], verify the address you typed at checkout, then sign in to your account and open My Orders to see the keys directly. If the order still shows as processing after 30 minutes, contact support with the order number.
Can I reinstall or transfer my licence to a new computer?
Microsoft retail keys can be moved to a new device if you uninstall from the old one; OEM keys are tied to the first motherboard and are not transferable. Adobe and Autodesk subscriptions follow your account, so they move with your sign-in. The exact rule is shown on each product page under "Transfer / reinstallation".
Which payment methods do you accept?
We accept major credit and debit cards, plus local European payment methods through Stripe. Prices are shown in EUR with VAT included for consumers in the EU. The currency and total are confirmed on the checkout page before you pay.
Is VAT included in the price?
Yes. Consumer prices in the EU always include VAT at the rate of your country. Business customers with a valid EU VAT number can request a reverse-charge invoice without VAT during checkout or afterwards. See our VAT invoices page (/vat-invoices) for the supported rate table.
How do I get a VAT invoice for my order?
Every paid order has a VAT invoice attached to the delivery email and available under My Orders. If you need a corrected invoice (different billing name, VAT number, or reverse-charge treatment), reply to the delivery email or open the VAT invoices page (/vat-invoices) and we will reissue it.
Do prices include 3-D Secure / SCA protection?
Yes. Card payments are processed by Stripe with 3-D Secure / Strong Customer Authentication where the cardholder bank requires it. You may be redirected to your bank to confirm the payment. We never see or store your full card number.
What is the EU right of withdrawal for digital licences?
Under EU Directive 2011/83/EU consumers have a 14-day right of withdrawal. For digital content, this right is lost the moment you expressly consent to start the delivery and acknowledge that you waive the right of withdrawal once delivery begins. You tick this consent box at checkout; see our digital-content policy (/digital-content) for the exact wording.
When am I eligible for a refund?
You may be eligible for a refund or replacement if the licence does not activate as described, the delivery format differs from what was advertised, the order was duplicated, or another statutory ground applies. Refund eligibility is assessed case by case; see the refunds policy (/refunds) for the conditions and timelines.
How long do refunds take?
Approved refunds are credited back to the original payment method typically within 5 to 10 business days, depending on your bank and the original payment method. We will email you the moment the refund is issued.
Why did I have to consent to digital-content delivery at checkout?
EU consumer law requires us to obtain your explicit consent before delivering digital content, and to confirm that you understand this waives the 14-day right of withdrawal once delivery starts. You ticked two checkboxes at checkout: one for the consent itself and one for the waiver. Both timestamps are stored on your order record.
How do I recover a lost licence key?
Sign in to your account, open My Orders, and you will see every key we have delivered to you. If you cannot access the original account email, contact support from a different address with the order number, the product name and the billing name, and we will verify your identity before re-sending the keys.
How do I recover access to an account-based or invitation SKU?
For Adobe Creative Cloud Teams and Autodesk subscriptions, your seat is bound to the email you gave us. If you lost access to that email, open the account recovery page (/account/recovery) so we can reassign the seat after identity verification. Never share passwords; we will only ever ask you to confirm identity, never for credentials.
Where can I see my order history and invoices?
All paid orders, delivery details and VAT invoices are available in the My Orders section of your account. Guest orders are sent by email; create an account with the same address to link previous orders.
What are your support hours and response time?
Human support is available Monday to Friday, 09:00 to 18:00 CET, and we typically reply within one business day. Automated delivery runs around the clock. For order-specific questions always include the order number and product name in your first message to speed up the response.
How can I contact support quickly?
The fastest route is the contact form (/contacts) or email at [email protected] with your order number and a screenshot of any error. You can also browse the help centre (/help) or the FAQ (/faq) for instant answers. We will never ask you for your password or full payment details.