Customer Service
Support FAQ
We are committed to quality customer service and satisfaction. For quick reference, please click on the links below to find answers to the most frequently asked questions regarding product downloads, purchasing and site registration.
Purchasing
I cannot add a product to the cart.
I could not complete the payment process.
Download and Product Assistance
I was not able to download my product files after my
purchase was completed.
My ISP/Firewall does not allow .exe or .zip downloads. How can I
receive product files?
I have received the following error message when opening a PDF file:
"This viewer cannot decrypt this document".
Where can I find product passwords?
Site Usage and Membership Registration
How do I view a Quick Tool (.pdf file)?
How do I cancel my membership or change my membership information?
I cannot login to the members area.
How do I unsubscribe from the newsletter?
How do I report site technical problems?
Response Section
I cannot add a product to the cart.
In order to process your order, we need to set a "cookie". A
cookie is a small file that is placed on your hard drive. It
contains a random number that we use to track your order through the
purchasing process. This file is automatically deleted as soon as
you close your browser. If we cannot set this cookie, we will show
you a message asking you to allow them.
I could not complete the PayPal payment process.
We use PayPal as our primary credit card transaction service. If
you experience any credit card processing problems, please visit the
PayPal Help
Center for assistance. For other payment questions,
click here.
I was not able to download my product files
after my purchase was completed.
If you were not able to download your order after completing the payment
process, you have several options available. You can have the
files re-displayed
for download. You will need the transaction or order number
supplied to you by ITtoolkit.com in the Order Confirmation email or on
the download screen/receipt page you were shown after placing your
order. (Note: Do not use the transaction number supplied to you by
PayPal, you must use the ITtoolkit.com transaction number for re-display
and download purposes). If you cannot locate your ITtoolkit.com
transaction number, click here to
request assistance.
My ISP/Firewall does not allow .exe or .zip downloads. How can I
receive product files?
If you cannot download .exe or .zip files, we can send your order
directly to your designated email address.
Click here to request assistance.
I have received the following error message
when opening a PDF file: "This viewer cannot decrypt this
document".
The PDF files require Adobe Acrobat® or
Reader 5.1® or above. If you have an
earlier version of any of these products, you will receive this error
message when attempting to open PDF files.
Click here to
download the latest version of Reader®
(provided free) or learn more about Adobe Acrobat®
products.
Where can I find product passwords?
Our products contain documentation, forms and document templates.
Passwords have been established for all product documentation (Manuals
and Planning Guides), and for any interactive forms produced in PDF
format. These passwords are required for copyright protection and
to maintain form programming code. For these reasons, we do not
release these passwords to customers.
Passwords are also contained in any Microsoft Word® templates to enable template functionality. These passwords are available to product customers, and are provided in the relevant section of the accompanying Instruction Manual. Please refer to the manual for these passwords and related information.
How do I view a Quick Tool (.pdf file)?
Our series of free Quick Tools are produced in
PDF format and Adobe Acrobat® or Reader®
software is required to view a .pdf file. You need a helper
application to view these files within your web browser.
Click
here to learn more from the Adobe web site.
How do I cancel my membership or change my membership information?
Because our membership is free and the data collected is used for
newsletter and demographic purposes only, we do not require passwords
when registering, and the information submitted is not editable.
If you change your email address you can simply unsubscribe and then re-register.
If you wish to cancel your membership, just unsubscribe.
I cannot login to the members area.
You must use the same email address you gave when you completed your
member registration. If you cannot recall the email address used,
click here for assistance. You may also elect to
re-register with the your
current email address. Please Note: If the email address provided during
registration is not valid, or if any of our mailings are rejected due to
address errors, we will automatically delete the supplied email address from our members area, and you will need to re-register.
How do I unsubscribe from the newsletter?
We would like to hear from you if you're not satisfied with
ITtoolkit.com. Please be aware that once you unsubscribe from the newsletter, it will also mean that you will no longer have access
to the members content (articles). We hope you will reconsider your
decision to cancel or let us try to correct any problems you're
experiencing. But if you do need to cancel, please submit an unsubscribe form.
How do I report site technical problems?
If you are experiencing any technical problems at ITtoolkit.com, click here for assistance.