Support

MAINTENANCE NOTICE: Our servers will be undergoing an upgrade from December 21,2017 12:00pm to December 24, 2017 12:00. During this time, the activation process will not work. Please check back after the upgrade.

Please review our Frequently Asked Questions (below) to see if your question has been answered. If not, fill in a request, and we will add it to the sheet below.

Our Support Policy is as follows:

  • All Paid editions include first time setup technical support for your computers.
  • All Free editions do not include technical support or portal.
  • Additional assistance may incur charges based on the need.

Purchased Professional Edition include:

One (1) initial session including up to thirty (30) minutes of setup, installation, and activation assistance within thirty (30) days of purchases. This also applies to package upgrades, maintenance renewals, and version upgrades. Any additional support require hiring a technician. Technical support is not included in any free packages.

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Please note, that if software has been purchased from a 3rd party, such as, a private party, you bought someone else's company, eBay, craigslist, or a reseller website, etc. (collectively, any website that is not www.CreditDetailer.com and you have not made payment to us directly), then you will be required to pay for setup, installation, or activation, unless you contact the seller for a valid support token.

Our authorized resellers are equipped to manage support needs them self, so please contact them regarding new installations and activations.

For Online Portal and Windows 8 and Server 2012:

Before installing the Online Portal:

1. Open a command prompt. (Run a command prompt as Administrator in Windows 8)

2. Copy red command lines and Paste each one at a time, and hit ENTER key after each line.

sc stop WSService

sc config WSService start= disabled

sc delete WSService

3. Install the Credit Detailer Status Portal

Use these common questions to see if your answer is here:

Versions we currently support 3.x and higher

If you need assistance on a prior version (version 2.0.x or 1.x), please use the online help guide or you will to update to the latest version.

NOTICE: Our technicians may be able to assist you, but this will be a premium service and we only offer support for the things we know. If we can help you, we will reply as soon as we can, please be aware that there are just some things we can not handle.

Can I use this program with Windows 7 or Vista?

Yes, but you will need to disable the "UAC" (or "User Account Control") warning message.

1. To deactivate, go to:

Control Panel > User Settings > Select your user account > select "Turn User Account Control On or Off"

in Vista: Uncheck the box

in Windows 7: Slide the bar all the way down

2. You will need to restart your PC and then

3. Reinstall the Credit Detailer software so all the correct entries are put in place.

4. Last activate using your Activation Code

Here is a fantastic step-by-step walk-through of how to deactivate UAC:

http://www.howtogeek.com/howto/windows-vista/disable-user-account-control-uac-the-easy-way-on-windows-vista/

How do I activate the program?

To Activate,

    1. Make sure you have "User Account Control" set to OFF
    2. Open the program, and Go to SETTINGS and you will see the the ACTIVATE Tab
    3. Click "Purchase and Activate" button
    4. Enter your 10 character license code and the email address you want to register the software to (this email address is used for all future validation purposes, please make sure it is correct!)
    5. Make sure you are connected to internet and (if any) your Firewall does not block the request to activate
    6. Click "Activate"
    7. A Success message should appear, if not, you may have:
    8. entered an incorrect license,
    9. an expired license,
    10. a suspended license,
    11. your software is not installed properly
    12. your internet connection is not reaching the license validation certificate website
    13. You will need to close and re-open the program for the activation to fully complete. When logging back in under Business edition, the default password is "admin" (in lowercase without the quotation marks) See Business Edition Help guide Section "Login Prompt" for more detail

Can I use the software with Microsoft Office 2010 Beta?

We use the Free "runtime" edition of Microsoft Access 2007 so that everyone can use the software without any additional purchase from Microsoft. (runtime is a reader...think of it like Adobe PDF reader (or 'runtime') let's your read PDF's, but not edit them. But Adobe Acrobat is an editor, where you can modify PDF's)

So if you install the Beta, you are most likely and advanced user and can perform one of these two methods.

Method #1:

Have both Office 2010 and 2007 Runtime installed.

Change the shortcut properties to explicitly open the runtime

Right click desktop shortcut

Click Properties

Change it from: "C:\CreditDetailer\Detailer3.30.accdr" (including the double quotes on each side)

Change it to: "C:\Program Files\Microsoft Office\Office12\MSAccess.exe" "C:\CreditDetailer\Detailer3.30.accdr" (including the double quotes where we show them)

Method #2:

Remove the Microsoft Access 2010 software (& leave the office 2010 Word/Excel, etc)

Go to Control Panel

Programs and Features

Find "Microsoft Office 2010 Beta" in teh list

Click it and select "CHANGE" (not uninstall) at the top

Let the wizard open

Go to "CUSTOMIZE"

Un-Check Microsoft Access 2010 and click next

This method will remove only Microsoft Access 2010, but leave Office 2010 Word, Excel, etc...

Now the 2010 and 2007 version will not compete and you should be able to open the software.

How do I restore from a previous backup or transfer my data to a new PC?

To restore from a backup, or to transfer data to a new PC, Follow these steps:

To Restore on the same PC:

STEP #1 Locate your backups folder for the software

(You would have set this on the settings page under the 'Auto-Backup' tab)

STEP #2 Locate the folder with your backup and open it:

STEP #3 Copy the file inside to the correct folder by determining the file's name below:

IF the file has "Detailer" in its title, then COPY IT TO THE MAIN FOLDER

Example:

Typically C:\CreditDetailer\

IF the file has "Backend" in it's title COPY IT TO THE DATA FOLDER UNDER THE MAIN FOLDER

Example:

Typically C:\CreditDetailer\Data

(OR SHARED FOLDER FOR NETWORK USERS)

For Networked users, using a server, copy it to the shared server folder location

To Restore on a different PC (Or Transfer to a new PC):

STEP#1: Find the CreditDetailer Folder

The file size is relatively small (Less than 100MB or 1 tenth of a GB...so it's very small)

Unless you have installed it differently, the folder is typically located at C:\CreditDetailer\

STEP#2: Make a backup up of the entire Credit Detailer folder to a Thumb Drive, USB Drive, CD, Shared Folder, etc..

Or, Using www.MOZY.com, you can backup your files online for free and download from there too

Now that you have a backup copy, it's time to prepare the new PC

STEP#3: download and install CreditDetailer onto the new PC from here: http://www.CreditDetailer.com/download

Install it as normal, and when the Welcome Page opens, Perform the Activation usign your assigned code (code lookup is here: http://whatsmycode.creditdetailer.com)

(NOTE: this will be the Trial Version, but we will be overwriting it in the next steps)

After activation, it will ask you to Login, just hit Cancel close the program

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NOTE to VISTA & Windows 7 Users: You must deactivate 'UAC' in order to run this program properly.

To deactivate UAC , go to:

Control Panel > User Settings > Select your user account > select "Turn User Account Control On or Off", and (in Vista) Uncheck the box or (in Windows 7) drag the slider to the bottom

Click OK and restart your PC as asked.

Reinstall the Credit Detailer software and reactivate.

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STEP #4: We will now restore your data to the new PC using COPY & PASTE

    • Open My Computer to see the folder names
    • (Insert your flash drive at this stage if you have not already done so)
    • Find your flash drive, USB drive, or shared network folder
    • Find the CreditDetailer Folder and Right Click on it and choose COPY
    • Next Go to the C:\ Drive and Right Click anywhere in the white area and choose PASTE
    • You will be asked "Do you want to overwrite files?" - You must say 'YES'
    • You have successfully restored the data

Note: If you have not paid for a recent version upgrade, you will need to delete the shortcut on the desktop and make a shortcut to your older version

To make a shortcut, find the file for your version (i.e. Detailer 3.21.accdr) and right click it and select 'SEND TO - DESKTOP(Create Shortcut)'

How do I save the letters as a PDF?

There are several answers and solutions:

A) http://www.creditdetailer.com/center/tools see #2

Get Nuance Paperport Professional 12 (for about $99), and print to Paperport as default and email from there as a .MAX or .PDF file directly without previewing

B) http://www.creditdetailer.com/center/tools see # 4

An alternative is installing BullZip PDF.

Install the printer and use it as the default printer.

You can now just print (without previewing) and Bullzip PDF will ask to name the files,

(or you can configure the printer to auto name and timestamp and select folder location)

C) When previewing - you are actually previewing up to 3 letters stacked on top of one another. So saving as PDF from the preview requires:

saving the TU letter as PDF, and naming as TU1, closing print preview to see the EQ letter,

saving the EQ letter as PDF, and naming as EQ1, closing print preview to see the EX letter,

saving the EX letter as PDF, and naming as EX1 then closing preview to go back to the program

Where can I get my "Activation Code"?

Use our activation code lookup system.

http://WhatsMyCode.CreditDetailer.com

Enter your email address and it will look up your code!

If your code is compromised, we can always change it, just contacts us to do so "From the account that is registered, and you must include a phone number for verification"

How do I reset the password to login?

You will need to download this tool: Support Utility

    1. Save the file to your Computer.
    2. Unzip the file to the same folder as the credit program ( << Important!!)
    3. Open the Support Utility
    4. Click Browse to find the file to link up to. It will either be called:
    5. If networked or using portal: "Backend.dat", (C:\CreditDetailer\Data\Backend.dat)
    6. If running without portal or being networked: "Detailer.accdr" C:\CreditDetailer\Detailer3.30.accdr)
    7. Adjust the "Type of File" drop down as needed
    8. Click the button to "Reset Passwords"
    9. Edit the username, password, also the Admin and Active status for users
    10. TIP: When things turn "Green", then you have done it properly
    11. Click Save to return to the main screen.
    12. You can now log back into the program with the password you just set

How do I put the Calyx Point Export Template onto my company server?

There are two possibilities:

Option 1) Put the template on the server (recommended method)

Step 1) Open My Computer and go to C:\CreditDetailer folder and copy the "credit-Bor.exp" file using Right-Click & Copy

Step 2) Open Calyx Point and then open a file, and click "File >> Export >> Other"

Step 3) Right-click in the white area and choose PASTE

Step 4) Repeat Steps 1-3 for the "credit-Cob.exp" file

Step 5) Now you can choose credit-Bor for the Borrower, or credit-cob for the Co-Borrower

Option 2) Use the template from your computer (if you do not have access to paste)

Step 1) Open Calyx Point and then open a file, and click "File >> Export >> Other"

Step 2) Type C:\CreditDetailer into the lower field

Step 3) Choose credit-Bor for the Borrower, or credit-cob for the Co-Borrower

How do I switching between the languages displayed?

The software currently has 2 languages: English & Spanish.

The software also has 2 places for language settings:

    • A setting for the program (the start-up screen, login screen & demo mode)-anything you see before you need to login
    • A setting for each user (each user can see the program in their preferred language)-anything you see after you login

If you happen to switch the default language to Spanish, the start-up will be in Spanish

To change it back to English:

    1. Login as an administrator
    2. Go to the far right button ("Selecciones")
    3. Click on "Informacion de la Compania"
    4. Click the English Button

Then you will need to check if the user you are logged in as has the correct setting.

If you happen to switch the default language to Spanish, the start-up will be in Spanish

To change it back to English:

    1. Login as an administrator
    2. Go to the 2nd far right button ("Lista Representatives")
    3. Click on the Rep name you are logged in as
    4. Click the English (or "Ingles") choice

My software says "DEMO" mode at the top, what do I do?

The software does validation checks for anti-piracy checking to ensure you are using a valid copy. If you skip one of the validation checks, the "DEMO" message appears.

Just reactivate as normal by doing the following: Go to Settings, click Activate, and type your activation code plus email address. This will re-activate the software and you will pick up where you left off.

If you get a message that you can not activate, you may either have a computer setting that was recently updated and affected the software, or your license may be out of license installation limit compliance and you would need to request support through our website.

Can this software be networked?

Yes, you can network the software between 2 to over 100 computers. See our Help Guides Page for detailed instructions on how to setup networking for your company.

Can I move my clients from version to version?

Yes, moving clients will happen when you upgrade versions. You must have a valid Maintenance PIN in order to receive the most current update and the ability to migrate your clients.

Do I get free support for this software?

You may receive support on trial and demo versions during their 10 day trial term.

If you have paid for a valid license, you will receive 30 minutes of installation and setup support within 30 days of your purchase. Also, most packages, unless otherwise stated, will include free updates for 1 year after your purchase. With update releases, you will receive an additional 30 minutes of upgrade support within 30 days after the release date. Notifications will be sent via email to the license owner, or you can check our website periodically as needed.

If you renew your maintenance plan, you will receive the latest version and an additional 30 minutes of technical upgrade support for as many years as you purchase.

Why would the program not allow me to upgrade when I tried to?

This could be due to one of these reasons:

    1. You are trying to install it on a PC that was not your original PC,
    2. You have a firewall that prevented the validation of your license, or
    3. Your account was verified as suspended due to a transfer of a license, insufficient payment on the software, or software abuse. You can submit a request above to have your account researched.

Do you charge for re-activations?

There is no charge to reactivate on a new PC if you perform the installation and activation yourself.

If you attempt to activate or transfer the license to another PC and need our assistance to do it, we will charge you for our technical assistance.

If you own a single PC license and have the license activated more than 3 times in less than 120 days, the license will be temporarily deactivated and you must contact support for validation and authenticity of installation.

Any further activations beyond that require a reactivation charge. Reactivation charges vary based on number of reactivation attempts. The more you reactivate, the higher the charge! Don't let your friends use your license or you will have to pay for it!

Can I transfer my license to a new computer?

You can transfer any of our current supported versions to a new computer at any time. All you need to do is install the program on the new computer and re-enter your License Code to activate again.

When you activate on the new computer, the prior installation will be deactivated automatically. We will automatically record the transfer in our system for future reference if needed. You may transfer or activate your license up to three times before manual activation is required.

Please note, as part of our security measures, if your license has excessive or frequent transfers (more than 3), your license will enter a suspended status and the licensed user will need to contact support to validate which computer the license the license is to be activated on (a reactivation fee may apply for any future activations).

What if a new version comes out, do I have to pay for the upgrade?

You are entitled to receive free updates for 12 months from your purchase date, unless otherwise stated on promotional packages).

If I activated on the wrong computer can I re-activate on another computer for Free?

Yes you can. All you need to do is install the program on the new computer and reenter your License Code to activate again. When you activate on the new computer the prior installation will be deactivated and marked as a Transfer.

Do I need to be connected to the Internet each day?

No. You only need an Internet connection to activate the license code the first time, then once every month thereafter, your PC will need to validate your license status again. Don't worry if you do not connect every month, the next time you connect, the program will attempt to validate your code. You can still use this program when you are not connected to the Internet.

How do I get updates to the software?

When we release new versions, we post updates on our website, plus we send an email to each registered owner. You will receive download instructions in the email. If your maintenance plan is current, you will also receive the ability to transfer your clients from the old system to the new system.

What happens if I violate my License Agreement and try to install it on more PC's than I am allowed?

We hope you don't even need to read the answer to this question, but if you must know. We will terminate your rights to that license code and you will be locked out of the software. Even though you own the software license, you are limited to how many PC's it can be installed on at at any one time.

If you need to run your business using multiple computers, contact us about purchasing additional installations. We have very economical packages to help you grow without large expenses.

So please, for your own sake, don't try to install on multiple PC's, it won't work, you'll suspend your own license, and we'll know. Excuses are welcome, but we've heard them all before. Again, please don't lose your license rights, we may not let you have another one.

Why do I need to register my license?

Because we try to maintain minimal personal information on you, we don't keep any information you don't provide us. So when you purchase, we only know you by the email address you used when purchasing. And since "bubba214@yahoo" can be just about anybody, we don't know your real name and if you call, we can't divulge anything regarding your account.

Registering your license enables you to link a name to your email (even if it is just Jim S.) so that when you submit support requests we know it is the owner emailing us for a question and not a disgruntled employee who plans to steal your code.

If we detect suspicious activity on your license, we'll notify you through email and ask you to confirm any transfers of your license.

What if I forgot what my license is? How do I get it?

Place 1: Under the Settings page in the software, look at the ACTIVATE tab. It will be the 10 letter code listed conveniently next to the words "License or Activation Code"

(NOTE: the 25 character string is called your "Installation ID". This is how we identify your PC installation without the need to collect any personal or identifying information about you.

Place 2: http://whatsmycode.creditdetailer.com

What is the difference between "monthly subscription", "annual license" and "lifetime license"?

When you purchase a license to use the software, you are able to use the software for an indefinite amount of time within the boundaries of the end user license agreement.

The "lifetime license", which typically are the more expensive licenses, mean you can use the version you purchased in 2003 for years to come.

The "annual license", which typically have more economical pricing, but shorter term use, refers to how long you are entitled to use the software. Purchasing in June of 2005 means you can use the software until June 2006. After which, you will need to renew your license.

The "monthly license", which is typically the lowest cost plan, but only provides monthly uses upon pre-payment. Monthly users receive updates as long as you are paying your account and have not lapsed months, but you do not own the software.

(There are options to "buyout the license" to a lifetime license and receive some credit towards the cost, but it is calculated based on your past payment performance and duration)

How do I make an online request?

To make an online request ticket, you must be a registered user of the website so that you can login and then submit your question online. Remember that you must have already registered your information and license in our support system. Email responses are sent to the registered emails only.

What is the password to login after I activate Business Edition?

This simple answer is: the default password is " admin " (lowercase). However, you should read the Business Edition Help Guide section for "Login Prompt" to understand how to update this password.

Why do I get a message that says "the file is corrupt"?

Most likely, either you are running Microsoft Office XP (2002 version). This version of Microsoft Office is too old to run Credit Detailer (built on 2003 version). Follow these steps and your version of Microsoft Access will be updated. Additionally, we can also assist you with LIVE support

    1. Open Control Panel
    2. Select Add/Remove Programs
    3. Select "Microsoft Office XP " and choose CHANGE (Do NOT select Remove or you will delete Office XP).
    4. Then select "Add/Remove features", click next.
    5. On the next screen Left click on "Microsoft Office Access" and choose the last option "Not Available" noted with a red "X", then click Next.
    6. Wait for Microsoft Access to be removed (about 2 minutes)
    7. Then reinstall Credit Detailer and follow the prompts.
    8. Use Opening Credit Detailer for Microsoft Access 2003 above.

Or, you did not exit the program properly, for example, you might have powered down your PC with the program open.

How do I get software to work on my Macintosh or Linux Computer?

You will need to be able to install a version of Parallels Software that will enable you to run Microsoft Windows programs on your Mac. A link for Parallels can be found here: http://www.parallels.com/

What can I do if my activation code is compromised or stolen?

The good news is, we have safety built in. Just contact us via the online support system under our support link and provide identifying information. We will then deactivate your old code and reissue you a new code. If this occurs outside of your Maintenance Plan time-frame, there will be a charge for this service.