Cisdem Support Center

Professional support team helps to solve all your problem quickly.

General FAQs

What's your refund policy?

Software developed by Cisdem is available on a try-before-you-buy basis, there are free trial versions you can download to ensure that you can fully experience it prior to making your purchase. We encourage you to try the software prior to making your purchase to ensure that it meets your requirements.

Cisdem provides 30 days money back guarentee, if there is a technical issue with the program you purchased and Cisdem is not able to resolve it, please contact Cisdem Support Team within 30 Days of your purchase to receive a refund.

Upon receiving a refund you shall cease all use and destroy all copies, full or partial of the Software for which you no longer possess a valid, purchased license. Cisdem reserves the right to disable any product license issued to you for the refunded products.

Cisdem may decline refund claims in the following cases:
1. Software purchased for the wrong platform.
2. Inability to operate the software in your computing environment.
3. Inability to use the software due to an operator error.
4. Requests feature not being described on our official website's product page.
5. Changed your mind after placing an order.
6. Customer refuses to provide detailed description regarding to the technical problem of products, or refuses to be cooperate to try the solution provided by Cisdem Support.
7. We will not refund the difference between the price you were charged and the limited-time price reduction, such as those that occur during special sales events.

Please note that we can only accept refund claims for products purchased via our online store - purchases made from the Mac App Store and other stores are subject to those stores' refund policies.

What is the company’s updating policy?

Lifetime free updates for the app(s) you bought is provided by Cisdem.

I want to pay with a Credit Card, how to do it?

You can click checkout with Avangate, select Credit Cards as the payment option, and then enter your card information to finish the payment.

What's the complete activation process?

1. Download
You can download the installation package from anywhere you like: Product page, User guide page or confirmation email.
2. Install
Find the dmg file you downloaded, double click it, drag and drop the program icon into Applications folder
3. Activate
Run the program, click the key icon at the right upper corner, copy and paste your license code into the program for activation.

Notes: Since the license code is letter-sensitive, please COPY and PASTE the code. And don't add any blank before or after it when pasting.

Is the license still available when I get a new Mac? What should I do?

Yes, the license is still available when you change a new Mac. You can contact our support team to release the license code by dropping an email at when you need to change a new device.

How to remove Cisdem program from my Mac?

You need to quit the program first, then drag it to trash from Applications folder.

How to update the program to a newer version?

There are 3 ways to update to a newer version:
1. Cisdem will auto detect a newer version when you run the program, if yes, an update window will pop up to ask you to update to the latest version.
2. Click the program name on the top menu bar after running the program, click “Check for Updates…” to update to the latest version.
3. You can uninstall the old version and re-download the latest version from our official website.

I entered the keycode you sent to me, but the window shakes, the code is not accepted. Why?

There are several possible reasons for the failed registration:
1. This is caused by entry error. You'd better copy and paste the license code to avoid a typo. And please don't add any blank before or after the code.
2. License code is for the old version, but you use it to register upgrade version.
3. You order or download wrong product, such as mix up Cisdem Video Player and Cisdem Video Converter.

What if I lost the license code?

In case you lost your license code, you can get your registration in email through our Retrieve Registration Code using your order email or order number, if you still cannot get it from there, please contact our support team by dropping email at

What benefits are available if I purchase your products?

1. You will get the full version of our software (free trial limitation removed).
2. FREE lifetime technical support via e-mail, guaranteed reply within one business day.
3. FREE lifetime update to latest version.
4. Get discount for purchasing other products. Email us for request.

What payment methods do you support?

1. PayPal
2. Credit cards (Visa, MasterCard, Discover, etc)

How to purchase your product and how long will I receive the license code?

Find the product you need on our website. Click Buy Now button and finish your order - Normally you will receive the license code by Email immediately after your successful purchase. However, If you did not receive it on time, perhaps it has been tagged as a spam or it’s because of the delay of Internet of system glitches.

I purchased the wrong product by mistake. Can I exchange it for the right one?

Yes, you can. In this case, just go to purchase the correct program on our website, we will arrange to refund you the payment of wrong purchased program after getting your email.

I login another user account on my Mac, how can I activate the program to use it?

You can activate the program with the same license in another user account on your Mac. The license is only limited with devices instead of user accounts.

Do you offer a discount?

We offer a 20% educational discount for teachers and students, you can send a copy of your teacher/student ID card to our support team at, we will give a promo code for you to get a discount.

I purchased the program on the App Store, why haven't I received a license code?

For the App Store version, no license code is required to activate the program. Just go to the App Store> Purchased, click "Install" to download and install the program, and then you can use it directly.

Product FAQs


Product Guides


Besides FAQ, you can also find solutions through our product guide. If none of the above approaches can solve your problem, please feel free to contact our support team at