Frequently Asked Questions

I’m a customer located in Russia/Belarus – how will I be affected by international sanctions and payment processing restrictions?

If you're a customer located in Russia/Belarus, the following information may be useful for you:

  • I'd like to order from Russia/Belarus. What should I do? 

If you'd like to order from Russia/Belarus, please review the information regarding cease of operations in Russia and Belarus here.

  • Can I continue to use the product I already purchased? 

 Yes, you can keep using your product until the end of the term.

  • I have a subscription that is set to renew in the next few weeks. Will it renew automatically?

We are currently unable to process subscription renewals due to the international sanctions and payment processing restrictions which are in effect for your region. We will be terminating your subscription if the sanctions are still in place at the time of the renewal. After expiration of the current license term, you will no longer be able to use the product or service.

  • How can I cancel my subscription?

 As we don’t know how long the international sanctions and payment processing restrictions will be in place, please contact our Customer Support Team if you would like us to cancel your subscription.

  • Can I get a refund for my order? 

Yes, if it falls within the Terms and Conditions of the refund policy from the product you purchased. Please note however considering the international sanctions against Russia, there are currently limitations on specific payment methods. You can however contact us on this and we will see if your refund is possible or not.

  • I already placed an order. Can I still pay with an alternative payment method? 

 Considering the international sanctions against Russia, the subsequent banning of Russian financial institutions from the SWIFT system, and the privately imposed sanctions by Visa, Mastercard, American Express and PayPal, we are currently unable to offer any of these payment methods. You can try to pay your order with an available payment method, if the transaction can still be processed, the order will be accepted.

If you have any further questions, please get in touch with our Customer Support Team and we will do our best to support you.

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