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FAQ Index

General

Installation & Registration Problems

General FAQs

How Do I get the MTU software I order?

When you order a software product, a link to your Store Account is IMMEDIATELY emailed to you so you can immediately download the installation program over the Internet.

IMPORTANT NOTE: Download links disappear within 10 days of your order. Download each installation file as soon as you purchase. It is your responsibility to download and write the file (and the Registration Code) to a CDROM in case your computer hard drive crashes so you can reinstall.

You can download the file up to 20 times if needed. If you use up all 20, or you cannot download the installation program(s) over the Internet, click here to order the CDROM to be shipped to you. If you try to download and the file is not available, please try again later. The Internet may be tied up with heavy traffic, or very rarely our web site may be down.

Click here for how to enter your Store Account to get your Registration Codes to install each ordered product.

Do I get free upgrades to MTU software products?

Yes, with some restrictions. When minor new features, upgrades and bug repairs are made, we update the version number last two digits (ex: 3.005, 3.006, 3.010), which are made available to you free.

Major product changes, for example from 2.x to 3.x, are considered a different product. In this case, if you have purchased a prior version of this product (Example: Microstudio 2.613), for a limited introductory period (usually 1 month), we may offer a discount to existing customers to buy the 3.0 product.

What if I have a problem installing the software?

You should be able to install your purchased products and run them without any problems. However, if you experience a problem, first insure your Windows Updates have been done, and any CD/DVD Drive firmware has been updated to the latest version. From October 2006, Microstudio and Hoster software support many drives that have their latest firmware updates installed.

MTU.Community Forums - If you still have a problem, note the error message you are seeing, register in the Forums (if not already registered) and post your question with the error message in the [Product Name] Help Forum. The Forums are where you and your peers can discuss topics about the particular product that Forum is for. MTU staff does monitor these forums to keep close to the problems being discussed. Aannouncements are also made in the Product Forums when a new release is made available.

Support Center - Many questions and answers are found in the KnowledgeBase. You can type in key words related to your problem or error message, and click the Search button to see Articles that match your entry. If you need direct MTU help, such as if your computer hard drive fails and you need to reinstall, register in the Support Center and click the Submit Ticket button. Include the product and version number you need help with, and clearly describe the problem and error message you see.

How Do I Pay for My Order?

Our on-line store is protected by a 128-bit digital certificate to insure that your credit card and personal data are safe. This is more secure than using your credit card in a restaurant. The MTU on-line store accepts payment by: Visa, Master Card, or American Express.
NOTE: We do not accept COD, Cashier's Check, Money Order, or Personal Check payment methods.

Software orders are instantly shipped when the credit card payment is approved. CD/DVD Burner orders will ship the same or next day, unless there is a supply outage and we will call you. Computers will ship up to 2 weeks after we receive your payment.

Is it safe for me to order on-line?

Yes. MTU uses the industry's highest security 128-bit digital certificate for all financial and personal information transfers from your computer to our site, and the reverse. We use a second 128-bit digital certificate to transfer all credit card information to Verisign, our credit card gateway partner who communicates with your and our banks to charge your card and deposit to our account.

It has been estimated that it would take 100 PC computers 3 months to decrypt one byte of 40-bit (single DES) encryption. To decrypt one byte of 128-bit (triple DES) encryption, these same computers would never finish, at least in our lifetime! On-line purchases with out site are far safer than giving your credit card to a waiter in a restaurant, or using a credit card terminal at a gas station or grocery store.

When you are in a secured site, your browser will show either a closed lock or an unbroken key in the status bar at the bottom. Additionally, the http: page URL address will change to https: indicating that you are in a secured site. This happens when you click the checkout button on our store before entering your personal or credit card data. You can shop at mtu.com with ease.

Do I have to pay sales and use tax on my order?

All orders shipped to residents of the state of North Carolina will be charged the current Sales Tax for all items. For shipments outside North Carolina, we do not collect sales tax. You may be liable for the tax in your state. If so, it is your responsibility to pay any taxes and penalties that may accrue for your purchase.

Do I need a working e-mail address to purchase from your store?

YES! We require a valid email address to accept your order. The store automatically emails your order confirmation with instructions how to download your ordered software. If you email is entered wrong, you will not receive your order confirmation and Internet delivery instructions. Your email is used to access your Store Account, and to get free support through submitting a Support Ticket, or posting in the MTU.Community Forums.

Can I use different names or email addresses with MTU?

PLEASE... DO NOT!!! The name or email you enter at our on-line Store must be the email or name you contact us with. Our computer system uses your First and Last name or email address to locate your record. Thus, we will not be able to find your record if you use a different name or email address. This also includes buying the product under one name (for example using a friend or relative´s credit card) and then contacting us with another name. We welcome your email or call asking us to change your email address or name. Please include your prior email address and name so we can find your record.

How long does it take to receive ordered drives or a computer?

This depends on the shipment method you select. Orders received before 9:00AM EST are processed that day (Laptop computers may take up to 2 weeks to ship). Orders received later are processed at 9:00AM the next day. We use UPS for shipping. As soon as they pick up our shipment for your order, they send you an email with the Freight Tracking Number you can use on their web site to see where your shipment is.

What are business days?

Any Monday through Friday which is not a holiday. If you place an order Friday after 9:00AM, or Saturday or Sunday, it will ship the following Monday if it requires shipping or manual processing.

Do I get my order quicker if I place it in the morning?

Yes. Orders placed before 9:00AM (EST) Monday through Friday, ship that day. Laptop computers take up to 2 weeks to ship.

Does your price include shipping and handling?

No. For CD Burners and computers, select the UPS shipping method in the USA you want us to use and the charges will be added to your order. All CDROM orders, USA or Internationa, are shipped via US Mail and include the postage. We do not ship DVD Drives, CDR Media, or Laptop computers ourside the USA.

Can I upgrade to a Karaoke Suite package later if I bought one program earlier?

Yes, for a limited time. If you buy one individual product, we will allow you to order the Karaoke Suite 4 within 4 weeks of the original order. We will credit the software you own at its value in the Suite price, which is less than you paid for the individual product. To order a Karaoke Suite conversion from an individual software product order, submit a Support Ticket and select SALES, including your order number, full name, email used on the order, daytime telephone number, and whether you want to order the Karaoke Suite 4 or Hoster Suite package. We will provide you with a Coupon to enter when you place your order and checkout.

Do I own the software copy I buy?

No. Payments for MTU software products are for a license to use the product. There are no ownership rights for the payment. If the product License Agreement is violated, intentionally or by accident, MTU reserves the right to revoke the right to use the product without refund or other recourse.

Can I run software I purchase on more than one computer?

No, and Yes. MTU software products are licensed to be run only by one person at a time. Each program can install on two (2) different computers (Lite versions on 1) to allow you to upgrade your computer in the future without buying a new copy of the program. To give the copy to a different person or business violates our End User License Agreement. For multiple persons runing multiple copies at the same time requires purchasing a license for each user, even if it is in the same household. Part of our pricing is to provide support to ONE computer.

We sincerely thank you for being our customer!