AV3 Software - Help & Support

Our aim is to make your software and plug-in buying experience as easy as possible, however we know from time to time you will have some questions. Here we have compiled the most frequently asked questions (FAQs) and how to get help and support if you require it.

If you didn’t find what you needed to know please contact us, and we’ll help you directly.

How to use this site

The AV3 Software site is designed to help you find what you are looking for:

1 - browse by Manufacturer – Who makes the product you are looking for.

2 - browse by Host Application – If you are looking for plug-ins for a specific Host Application– this will enable you to find the plug-ins you need.

3 - browse by Effect type – We have categorised products in to different ‘types’ depending upon what they can help you to do.

4 - browse by Product type - Plug-ins or Software.

5 - browse by Operating system – What do you use Windows, MAC OSX or Linux?

Refine your search

And once you have chosen to browse you can also narrow down the list of products by selecting more categories to filter upon or using the search box to filter those results.

Search tool

Of course, you can also use our search facility and enter a keyword to find what you are after!

Once you have found the product you are looking for simply click add to basket and the product will be added to your shopping basket.

You can then see your basket by clicking on the basket area (top right of page) and move to the checkout or continue to shop. 

Finding products and product information
 

Search

Type in a search word or term and our search engine will deliver clearly defined results for you to browse or help you refine your search.

Product Information

We provide information from Product manufacturers on the software or plug-ins you require.

Pricing

We will also show you the List Price, that is the Suggested Retail Price and also the price we will sell the product to you. Usually we try to provide a discount on the SRP to give you value for money.

There may also be discounts for buying multiple licenses or bundles of products.

VAT will be added at the basket stage for customers in the European Union, at the prevailing rate in the UK.

Operating System

We will provide information on what operating system(s) the product is compatible with. Some products have different versions for different operating systems whilst some products work with more than one.

Host Application (where applicable)

This shows what host applications the plug-in will work with. If this is a standalone software product this will be absent.

Product Overview

We provide an overview of the specific product, to give you an understanding of its capabilities at a high level.

Product Features

This provides a detailed list of all of the features of the product.

System Requirements

This page lists the details of system requirements for running the software. This may include recommended specifications.

Further information

This will provide you with information on how the product can be used, together with any manuals, help videos or articles and any other information which we think will be of help.

Reviews and Ratings

If you are registered with AV3 you can post reviews about the products. These are ‘moderated’ by our site editor for any legal issues however our aim is to allow you to post honest views on any products on the site. The good and the bad!

Registration

You can register at anytime with AV3 however when you first come to purchase from us you must register. This is to ensure we can send the correct information to you regarding your purchase.

To register, you will need to give us your name, email address and a password.

We will use your email address as your login username, however you can change this once you have activated your account.

The password must be 6 or more alpha numeric characters i.e. pa55w0rd. Do NOT exceed the maximum field length of 64 characters.

Lost Passwords

If you lose your password click through to the log in page and select "lost password". Enter your email address or your user name and we will send your password to your registered email address. If you think your password has been compromised it can be changed in “my account”.

Placing an order

To make your selection, find the product that you want to buy.

Click "add to basket" to add the item to your shopping basket.

Each time you click the "add to basket" button you are adding items to your basket. If you are logged in, you can create specific shopping lists or baskets. In the basket mini view at the top right of the screen, the total quantity and cost is displayed. You can continue adding items to your basket at any time.

Complete the order

Click on the "View Basket" link in the summary basket to access the full shopping basket. Here you can change quantities, or remove items from your list.

Proceed to Checkout

Once you've finished shopping press this button, bottom right, to proceed to the checkout.

If this is your first order and you don't have an account you will have to register with us before you can continue. This is so we can supply your licence by email, and so that you can access your purchase details later.

Checkout detail

Here you will need to fill out your details, including payment and invoice address.

Payment details

Card details – here you will need to enter the credit or debit card details you will wish to use.

This will consist of the long card number, the expiry date and the last 3 digits from the back of the card. Some card require start dates and issues number as well.

We also use 3D Secure which means Verified by Visa or Mastercard SecureCode. You will have set these up with your bank already or can do so as part of the transaction.

All our transactions are secured through https and we regularly test security on our site.

Continue order

Click "Continue Order" to pay and complete your order.

Here, if your card provider is enrolled in Verified by Visa or Mastercard Secure, you will be invoted to complete these details to authorise your card. This is a security measure for your protection.

Order complete

This page is a digital receipt of your transaction, detailing the products that you have just bought, your invoice and contact addresses, the software download details, serial numbers or instructions for the product registration and a breakdown of the costs. This page can be printed or select "finish" to take you back to the home page. You can request copy invoices from your account details.
 

My account

Under the "account settings" section you can select eight separate tags to change and update your details:

Edit my details

You can amend or update your personal details here, including changing your email address and your name.

Also use this section to enter a VAT number if you are a VAT registered in the EU. You will also need to provide us with your company details to ensure we can omit VAT from your invoices.

You can also sign up for our email newsletter on this page.

Change your password

You can change your password on this screen

My Addresses

Here you can add addresses and edit or remove addresses for invoicing and VAT registration purposes.

Note: you do need to keep an address on your account if you wish to be VAT registered with us.

My Orders

Here you can see your order history and print invoices. You can also find your serial numbers for your products purchased too.

My Favourite

Bookmark your favourites on the product pages and you can find your favourites list here.

My Reviews

See any reviews you have created on your account page.

Become an affiliate

Find our about becoming a member of the AV3 Software Affiliate Programme

Payment, Privacy and Security 

Payment

Your payment can be made by credit card or debit card. Before confirming your order we carry out a standard pre-authorisation check on your card to ensure the funds are available for your transaction. This process reserves the funds in your account. We accept the following cards:

Visa, Mastercard, American Express, Maestro and Solo (UK only) & Electron (UK Only)

Privacy

We are registered with the Data Protection Registrar and we comply with all current data protection and consumer legislation. We consider all of your personal information as confidential and we will not share your information with third parties apart from the purposes of supplying the goods or for our own data cleaning purposes. Please see our Privacy Policy

Security

We use SSL encryption for your personal information to ensure it is protected to the highest standards. When you enter the checkout area, you will see a closed padlock or an unbroken key icon in the bottom right hand of your browser window. Some browsers will also indicate secure encryption by highlighting the browsers' URL address window.

Please click on the Security Metrics logo at the bottom of the page to verify our site security. And to confirm our SSL Certificate click on the GeoTrust logo on the Checkout page.

Pricing and currency

AV3 aims to maintain cost effective pricing. We monitor prices across the Internet and where possible will offer the best value.

Our site uses your IP address to offer products in a currency relevant to you. Currencies include Sterling (£GBP)for those in the UK, Euros (EUR) for those based in Europe and Dollars ($USD) for those in the US and rest of the world. If you have an issue with the currency displayed - please contact support@av3software.com

Refunds and Returns

As AV3 supply only electronic downloads we generally do not accept returns. Please ensure you are choosing the correct product for your purposes. Please see our terms and conditions for more information.

Our aim is always to see that you receive the highest level of customer service, so if you are unsure regarding your purchase please ask us.

Feedback

We would actively encourage you to contact us with your feedback, especially negative and of course positive. We seek to actively improve our site and service through your comments and feedback so, comment on our blog, send us an email or give us a call!

Want to become a reseller for AV3? Find Out More