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Product support

A real person answers these. Email or phone, and we'll get you sorted.

Common questions

I have paid but not received my licence key
Card payments are emailed within a few minutes, purchase orders within one working day. Check your junk or spam folder first, as school mail systems often filter automated messages. If it is still missing, email us and we will resend it.
My licence key is not accepted
Check it against the email exactly, including any dashes. If the download page still will not accept it, get in touch and we will look it up against your order.
The application will not open the first time
First launch can take up to a minute, especially on a school network. If nothing appears, wait a moment or try again. You only need to double-click once.
Windows is blocking the application
Your device may ask you to confirm the launch. Click Yes, or More info and then Run anyway. This is normal for software that is not distributed through the Microsoft Store.
Do I need Publisher installed?
Yes, on the PC running the converter. One PC is enough to convert the whole school's files.
Can I install it on more than one machine?
A school licence covers the purchasing institution, so it can be installed across the school. An individual licence is for a single user. Licences are non-transferable.
Some converted files do not look right
Publisher documents built from many text boxes and layered objects can come through as a mix of text boxes and images in Word, and may need a little manual tidying. PDF output is generally a closer match. Send us an example and we will take a look.

Not covered here? Email enquiries@forgeclass.co.uk with your order details and what you're seeing, and we'll pick it up.