ESD Technical Support
Note: Whenever possible, please make sure you have the Product Code (listed in your order confirmation email) available for reference.
Q: I have ordered more than one product in a single transaction. How do I download multiple products?
A: If you have purchased more than one product in the same order, following download of the first product, you will need to return to the order confirmation email and click on the download link of the subsequent product.
Q: I'm having trouble completing my purchase. Can I contact Microsoft directly?
A: Please contact Sales directly. Do not contact Microsoft directly, as you will be redirected back to Ingram Micro.
Q: I have received the ESD order confirmation email. How do I download the software?
A: Please click on the download link provided in the order confirmation email. You will be redirected to the Download Center. The email contains detailed information on how to download your ESD products. In case you need support, please contact Sales directly.
Q: What happens if I do not receive the order confirmation email?
A: The confirmation emails of the orders are sent automatically after the order is processed. Please check that the mail has not gone to the spam folder. If you still do not find your confirmation email, please contact Sales immediately. Please note that our working hour is Monday – Friday, 9am – 6pm, except for Public Holiday.
Q: What happens if I do not receive a Product Code?
A: The Product Code should be listed alongside the product table in the order confirmation email. If it is not listed, please contact Sales immediately.
Q: My Product Code is not valid. Who should I contact?
A: Your product code is provided by the software manufacturer. If it is not working, please contact Sales immediately.
Q: My download has not been completed completely. Who should I contact?
A: Please try the following:
- Check your Internet connection and try to download your product again.
- Sign-out of the account used to access Download Center, close the browser and clear the cookies.
- Sign-in again to the Download Center and reattempt to download your product.
- If you are still unable to download the ESD product, please contact Sales immediately.
ESD Account Registration
Q: How can I log in to the Download Center?
A: The Download Center authenticates the user via an authentication service. There are many popular services that provide registration and password systems that secure services, like the Download Center, can use instead of requiring additional passwords. In some cases, the software manufacturer will require the user to log in using a software manufacturer provided authentication service when the download link in the Download Center is clicked. You can log in to the Download Center with one of the following supported authentication accounts:
- Google
- LinkedIn
- Microsoft
Q: Do I need to have a supported authentication account to purchase and download the software?
A: This is not mandatory to purchase the software product. However, an account is required following purchase to access the Download Center and download the purchased ESD product.
Q: I already have a supported authentication account. Do I need to create a new account for the ESD purchase?
A: No, your existing account can be used to redeem and download your ESD product.
Q: I already have a supported authentication account but have forgotten my user name and/or password. How can I access the Download Center with this account?
A: Please visit the website of the supported authentication account and follow the instructions for forgotten user name and/or password.
Q: I do not have an account with any of the supported authentication providers. How do I register for an account?
A: Please visit the website of your preferred supported authentication account and follow the instructions for creating a new account.
Q: Will the Download Center use my authentication account for any other purposes other than user authentication?
A: No, your authentication account will only be for user authentication. There is no additional interaction with your account.
ESD Order Tracking and History
Q: I have made prior ESD purchases. Where can I view my order history?
A: You can view your prior purchases on “Your Products” page within the Download Center.
Q: How long will my product purchases be displayed within the Download Center?
A: The products will be visible for a period of 24 months from date of purchase.
Q: I have used different accounts to log in to the Download Center but I can only see products that were registered with that particular account. Can I see all products registered with any account in one place?
A: If you authenticate with more than one account, you may link the accounts together to obtain a single view of all your products.
ESD Product Questions
Q: I have general questions regarding the product I purchased. Who do I contact?
A: Please contact your reseller.
Shipping Charges
Q: Are there any shipping charges on ESD products?
A: There are no shipping charges on ESD products.
Cancellation Policy
Q: How do I cancel an ESD order?
A: Please contact your reseller for policies regarding order cancellations.
Returns Policy
Q: Can I return an ESD product?
A: Please contact your reseller for policies regarding returns of ESD products. Most vendors do not allow a product to be returned if the software has been activated.