FAQ (Product-independent)

1. I would like to purchase the software without having to use a credit card.
Yes, O&O Software offers customers several payment options. Please select the desired software product(s) from the O&O Online Shop and choose your method of payment.

You may also order your O&O product from local authorized resellers. More information about ordering a product can be found at: https://www.oo-software.com/en/order/reseller/

Please contact the O&O Sales Team via e-mail if you have any further questions at: sales@oo-software.com

2. How can I get upgrades for my software?
To be eligible for a product upgrade for your software, you must be a registered owner of the software. If you have not yet registered your product, you may do so at: If you purchased a boxed version from an O&O partner or a retail store, you may register online. Please go to: https://www.oo-software.com/en/support/register/ to register your copy. You may alternatively register your product by sending us the registration card that came with your retail product package.

If you purchased your product from the O&O Online Shop, you are automatically registered with your product. If you need additional support for the registration of your product, please contact our technical support at https://www.oo-software.com/en/support/csupport/ Once you are registered, you are eligible to order your upgraded product.

Please note: O&O Software offers maintenance agreements to enterprise customers, which include priority support, as well as optional on-site support calls and all upgrades published during the term of the maintenance agreement.

3. How do I request a refund?
If you purchased the software directly from O&O Software and would like to request a refund, please send us your refund request via e-mail to sales@oo-software.com The O&O sales team will process your request.

Unfortunately, we are unable to refund purchases made through retail stores and resellers. Please contact your reseller for a refund, as you are subject to their refund policies. We apologize for any inconvenience this may cause.

4. I am an enterprise customer for software. How do I contact support?
Our expert technicians are happy to answer all of your questions. O&O software provides e-mail as well as phone support for corporate customers. Upon request O&O offers also on-site support world-wide.

Please note: If you wish to evaluate our O&O Defrag in an enterprise environment, please do not hesitate to register with our support team to receive all necessary support and direct answers to all of your questions. Please register with the O&O support team at https://www.oo-software.com/en/support/tsupport/

5. I purchased my O&O product from the O&O Online Shop. When does my boxed software arrive?
The O&O Online Shop does primarily offer electronic licensing. The delivery of purchased licenses is fulfilled via e-mail. O&O does not offer boxed products via the Online Shop.
6. I have questions about my order.
Currently, we offer electronic license deliveries and CD-on-Demand services via the O&O Online Shop. Please allow 1 business day for delivery of the electronic licenses and up to 10 business day for an ordered backup CD.

You may order all products as boxed versions from an O&O Authorized Reseller. You may find a partner near you at https://www.oo-software.com/en/order/reseller/

If you have a question regarding your order, please contact us via e-mail at sales@oo-software.com

If you need help finding an O&O partner, please contact us via e-mail at sales@oo-software.com

7. I keep getting told that I should receive an e-mail, but the e-mail never arrives. What can I do?
We apologize for any inconvenience. This may be due to an activated spam filter on your computer, blocking e-mails we send to you from your inbox. If the problem persists, you may send us an alternative e-mail address and we will be happy to resend the desired information to the new e-mail address.
8. I used to contact O&O Software support simply by sending an e-mail. Is this still possible?
O&O Software support uses a ticket-based support system. You may send us an e-mail or use our online support request form at https://www.oo-software.com/en/support/csupport/

You should receive a support request confirmation and a ticket number allowing our support team and you to easily identify and track your request to guarantee the highest quality of support.

9. I would like to become a reseller of O&O Software. What can I do?
You are highly welcome as an O&O partner. To learn more about our partner program, please visit out Partner website at https://www.oo-software.com/en/partners/
10. In the O&O Online Shop I saw an entry field for a coupon code. Where can I get one?
O&O Software and our partners offer coupon codes within exclusive promotions for our customers via newsletters as well as promotional postal mailings. Please make sure to subscribe for the O&O Newsletter at https://www.oo-software.com/en/newsletter/

Product coupons may also be exclusively offered to a specific product customer group, so please make sure to register your O&O products with us at: https://www.oo-software.com/en/support/register/

11. How do I register my copy that I purchased at a retail store?
Thank you for you purchase of our software! As a licensed user you qualify for technical installation support and for certain product upgrades and cross-upgrades. Therefore we recommend that you register your O&O Software product.

Your license code that came with your product is required for your registration.

If you purchased a boxed version from an O&O partner or a retail store, you may register online. Please go to: https://www.oo-software.com/en/register/index.html to register your copy.

You may alternatively register your product by sending us the registration card that came with your retail product package.

If you purchased your product from the O&O Online Shop, you are automatically registered with your product.

If you need additional support for the registration of your product, please contact our technical support at https://www.oo-software.com/en/support/csupport/

12. I found multiple products on the O&O Software installation CD. Can I unlock all of these products with my purchased license?
The O&O Software CD comes with trial versions of several O&O products to allow our customers to learn more about all the products that we offer.

However, your purchased license is valid for your specific product only. Please enter your complete license information during the start-up of your product and your product will be unlocked to the full version.

If you are interested in one of the other products that also came with your CD, please visit our website to learn more about licensing and for example the product bundles we offer.

13. Can I run my licensed software on multiple computers?
According to the product license agreement, you must purchase one license of the software for each computer you are using it on.
14. How do I uninstall the software?
To uninstall the software, please follow these instructions:

  • Open the control panel from the start menu “settings”.
  • Click on Add/Remove programs
  • Choose the software from the list of currently installed programs to uninstall it.
  • Click on Add/Remove.
  • The uninstallation program will start.

If you have problems uninstalling the program, please contact our technical support at https://www.oo-software.com/en/support/csupport/

15. I lost my license key. What can I do?
If you registered your product with O&O, we are able to resend you your license key. If you purchased your product from the O&O Online Shop, you are automatically registered with your product.

Enter the e-mail address you used when ordering or registration on this page. We will send you an email with all of your current licenses.

16. I lost my installation file. What can I do?
All downloads of O&O products can be found on our website at https://www.oo-software.com/en/download/. Simply choose your product file and download it for re-installation.
17. I purchased the product, but I cannot locate my license key.
If you purchased a boxed version from an O&O partner or a retail store, you can find your license key inside the box.

If you purchased your product from the O&O Online Shop, you should have received an e-mail including your license key.

If you have not received you license information with the boxed version or via e-mail, please contact our technical support at https://www.oo-software.com/en/support/csupport/

18. The product does not accept the purchased license key I enter.
The following examples are potential reasons that could hinder the successful registration of the software:

  • Please make sure you are unlocking the correct product and the correct product version first. For example you can not use a license code of O&O Defrag Professional to unlock a version of O&O Defrag Server.
  • Please fill out all fields exactly as they appear in your confirmation e-mail or on the enclosed registration card that came with your box. This includes the “Name” and “Company” fields.
  • Note: All letters in your registration key are capitals. For example make sure to enter “DPN1-…” instead of “dpn1-…”.
  • Note: Please make sure to enter the right letters and numbers, such as 0 (zero) instead of O’s, or I instead of 1. Our registration codes never include the letter O, only the number 0 (zero).

If you received the license key via e-mail, you may simply copy and paste it into the product registration.

If you entered the license key and name/company correct, the product will inform you that you successfully unlocked the product.

If you continue to have problems unlocking the product, please contact our technical support at https://www.oo-software.com/en/support/csupport/

19. How do I upgrade to the new version or build?
Please visit the download pages on the O&O Software website to check, if there is a new version or build available. You can find the O&O download pages at: https://www.oo-software.com/en/download/
20. I am a registered O&O Defrag user and I would like to upgrade.
To upgrade your version of O&O Defrag, please download and install the new program version. You may purchase your upgrade license from the O&O Online Shop or from a local authorized reseller. More information about ordering a product can be found at: https://www.oo-software.com/en/order
21. I am receiving a “Test period has finished” message when I start the software. How can I activate the software?
The trial version of O&O Defrag expires 30 days after its installation. If you like our product, we invite you to purchase the product. You may purchase your product license from the O&O Online Shop or from a local authorized reseller. More information about ordering a product can be found at: https://www.oo-software.com/en/order/
22. What is premium support?
Our staff do a great job in answering customer queries, yet it can still take some time simply because of the demand a volume of several hundred inquiries a day places on our support team. With Premium Support you can get preferential treatment and quicker responses to your requests.

Premium Support is offered during the purchase process in our online shop. If you decide against the Premium Support, you may of course still use our free support options. Keep in mind though, that the response to your requests in this case can take more time. You also have only 30 day’s eligibility for free installation support.

To benefit from Premium Support, you will receive a special e-mail address and thus a special access to our qualified support team. Alternatively, you may also use the support form on our website and by entering your Premium Support ID that you received when you purchased. You can take Premium Support for a whole year from the date of purchase.