Help

Help

• How to place an order
• Viewing your order in the shopping cart
• Processing of your order and payment
• Order confirmation email
• Payment security
• Order queries
• Non receipt of order
• Refund policy
• Technical support
• Problems installing/running the software
• Manufacturer’s Technical support

Welcome to the Computeractive Direct Help page. We're here to make your online shopping experience an easy and enjoyable one.

If you don't find the information you need here, please contact our Customer Service Team on the details below, who will be pleased to provide whatever further help or assistance you need.

Email: computeractivedirect@servicehelpline.co.uk

Telephone: 0844 844 0267 

Lines are open from 8am to 8pm on Monday to Friday and 8am to 1pm on Saturdays.

How to place an order

To add items to the shopping basket simply click on the ‘Buy Now’ button at the bottom of each page. Then after you have finished shopping click on ‘Shopping Basket’ and all of your items will be displayed here.

Viewing your order in the shopping cart

When you add items to your order, click on 'Shopping Basket' to see all the items you have added. If there are no items in your shopping cart, please wait a moment as this can happen if you do not allow each page to fully load before adding items to your order, or before clicking on ‘Shopping Basket’.

Please check that the correct quantity you require is displayed and then click on ‘Proceed To Checkout’ to process your order.

Processing of your order and payment

Once you have been through checkout and entered your payment details, please wait for a short period of time while your details are verified; this shouldn't be longer than a minute or two. When your payment has been accepted, you will see a confirmation screen thanking you for your order and you will also receive a confirmation email.

Order confirmation email

Once your order has been processed, you will automatically be sent an email confirming details of the products you ordered, the value and your details together with the delivery address. If you do not receive an email within 24 hours, please contact our Customer Services Team. Click here for contact details.

Payment security

The payment pages of our site are fully secure - for full details of this, click the Verisign logo on the payment pages, or see below for more security information. Payment will appear on your bank statement as Incisive Financial Publishing, which publishes Computeractive.

Order queries

If you have a query regarding your order, please contact our Customer Service Team. However please do ensure that you have waited 10 working days for delivery of your item before contacting us.

We will then do our best to resolve your query as soon as possible. You will be contacted within two working days, usually one.

Non receipt of order

We strive to fulfill all orders within 7 to 10 working days. If you have not received your order please email your name and order details to computeractivedirect@servicehelpline.co.uk and our Customer Services Team will investigate your order. Alternatively you can also contact them by telephone or post, click here for contact details.

Refund policy

Please visit our Delivery and Refunds page for full details on our policies.

Technical support

Technical support for all software products is provided directly by the manufacturer. Please contact them for further help. Click here for Technical Support details for our main software manufacturers.

In the rare event that you receive damaged or faulty software please contact our Customer Service Team as soon as possible so that we can arrange a replacement or a refund.

Problems installing/running the software

It is exceptionally rare for software to be faulty. The most common cause for software not to work is that existing software installed is preventing it from working. The first thing you should always do if you can't install a program is to check if you are running an anti-virus program or any system 'speeding up' tools. If you are, try de-activating or uninstalling them and then try to install the program from the disc again. Ensure that you reactivate any security software afterwards. Next take a look at the manufacturer's website for support, they are the experts on the software and can usually quickly help you resolve any issues. Computeractive Direct and Computeractive are unable to provide technical support.

Manufacturer’s Technical support

Focus Multimedia Software
Website for Technical Support
http://ww2.focusmm.co.uk/?from=focusmm.co.uk

Products include
Create your own Calendars
Trains Deluxe
Encyclopaedia Britannica

Roxio Software
Website for Technical Support
http://www.roxio.co.uk/eng/support/default.html

Products include
Roxio Creator
Easy VHS to DVD
LP to MP3
Avanquest Software
Website for Technical Support
http://www.avanquest.com/UK/aq-you/support/index.html
www.gspsupport.co.uk
Customer Services Telephone Number: 0800 011 2312 (8am to 5.30pm – Mon to Fri)

Products include:
Media Now
Ninja Brain Workout
Who Do You Think You Are? Family Tree Maker