VanDyke Software

Orders FAQ

Orders FAQ

Can I try your software before I buy a license?

Yes. VanDyke Software believes that no customer should have to buy software in order to find out how well it works. All VanDyke products are available for download with a 30-day evaluation license for the fully functional software.

Why do I have to get a VanDyke Software Download Account? How do I change my download account information?

Why use download accounts?

In order to comply with U.S. Bureau of Industry and Security regulations regarding the export of strong encryption software, we collect contact information from individuals who download our software. This information is checked by a third party company to make sure that individuals are not on denied parties lists or located in countries to which export of strong encryption software is restricted. (You can find out more about our export policies here.)

VanDyke Software download accounts are generated automatically the first time you fill out the download account registration form (not to be confused with license purchase registration). Passwords are automatically generated, and the specified email address becomes the username for your download account. This allows you to download in the future by simply entering your username (email address) and password, rather than having to fill out a new export verification form every time.

I purchased a license. Why require a separate download account? Why not automatically generate my download account when I make a purchase?

Our software is available for download before purchase. We want individuals to have a chance to test it and make sure it will work as desired in their environment before purchasing anything. The vast majority of people will evaluate the software first, and only purchase a license after they have decided that it will function as desired. In a great number of cases, the person who places the order is not the same person who will be using the software. Also, many downloads occur without a corresponding license purchase. This is why the download mechanism is kept separate from the license purchase mechanism and why download accounts are not automatically created.

How do I change my download account information?

You can change your download account information by visiting the following secure link:

https://secure.vandyke.com/cgi-bin/account_login.php?action=update

If you have forgotten your password, or would like to change it, you may request an email password reset.

If you modify your email address, a notification message will be sent to both the new email address and the prior email address associated with your download account.

Note that changing your download account information will not change your license registration. To change your license registration information, please contact our Orders Department.

Opt-in subscriptions

Your opt-in email subscriptions to new release announcements are managed separately from your Download Account and license registration. You can update your email subscriptions on our Subscriptions page. Subscription to the VanDyke What's New feed can be updated on the What's New page.

Is there anything else that my download account could be used for, or is it only useful for downloading installers from your website?

On rare occasions, VanDyke Software support staff may request one or more files that are either too large to be attached via email, or need to be transferred in a way that is more secure/reliable than an email attachment. In such cases, your download account can be authorized for the purpose of uploading files. Should this become necessary, VanDyke Software technical support staff will provide you with specific instructions.

How do I get additional help?

If you have questions or feedback, please contact our Technical Support Team for assistance.

I downloaded a copy of SecureCRT®, and now my 30-day evaluation is over. How can I continue using the software?

Software licenses can be purchased directly from VanDyke Software or one of our resellers. You can purchase licenses from VanDyke online, or by phone, fax, or mail.

I just placed my credit card order on your web site, but haven't received my license yet. When will I receive it?

Most online orders are processed within 15 minutes and phone orders within 30 minutes during business hours. Some orders may require manual processing and may take up to one business day. Licenses will be sent to the email address provided with your order. If it has been more than one business day since you placed your order, please contact VanDyke Sales with the order number provided in your order confirmation message.

I don't want to give credit card information online. How else can I buy a license?

You may call VanDyke Orders at 505-332-5710 to place your order by credit card. You can also print an order form to fax or mail your order. For more information see the Fax and Mail Orders page.

My company doesn't use credit cards. Can I submit a purchase order?

Purchase orders from Fortune 500 companies and educational institutions may be arranged for orders over $250. Please see the Purchase Orders page for more information.

If I buy a license now, do I have to pay to upgrade to the next release?

Your license includes access to all new software updates for 12 months from the date of purchase, including beta releases. If you purchase a 3-year license, your license includes access to all new software updates for 36 months. Updating during your maintenance period is as simple as downloading the new version. You do not need to re-enter your license information. After 12 months (or 36 months for a 3-year license), software upgrades can be purchased at a discount.

For pricing, or to purchase, visit the pricing page.

Do you offer educational pricing?

Yes. Educational discounts are available to teaching institutions, and begin at 10 licenses.

I live outside the United States. Can I legally download and buy a copy of VShell®, SecureCRT, or SecureFX®?

Yes. VShell, SecureCRT, SecureFX, and ClientPack are available for download and purchase outside the U.S. and Canada under the U.S. Bureau of Industry and Security regulations concerning strong encryption software. There are some restrictions on export to sanctioned countries and denied parties, or countries where commerce is limited under U.S. trade sanctions. More information on export is available on our web site. Please send email to VanDyke Sales if you have further questions.

I purchased a license for my PC at work. Do I need to buy another license to use the software at home?

Usually you do not need another license. The VanDyke license agreement permits you to install and use SecureCRT, SecureFX, or VanDyke ClientPack on a home PC or laptop as well as your work PC, as long as only one copy is in use at any one time. This does not apply to the VShell server.

My evaluation copy of the software expired. Do I lose any of my settings and preferences?

No. When an evaluation copy expires, it only stops working. Once you buy a license and enter valid license information, you can continue to use the software with your previously saved sessions, global settings, and preferences. You also do not need to download a new copy or reinstall once you purchase a license.

Do I need to download and reinstall the software after I get my license?

No, as long as the trial copy is current, you can use the license information we send after you purchase a license to activate the trial copy and continue using it.

I'm buying software for a customer. Do you offer a reseller discount?

If you are a reseller and are interested in purchasing VanDyke products, please contact matt.robbins@vandyke.com .

How do I submit a purchase order to VanDyke Software?

If your organization needs to submit a purchase order, please see the Purchase Orders page.

Before I order, I need your company's Tax ID number. What is it?

The Federal Tax ID number for VanDyke Software is 85-0447272. If you have questions, please contact VanDyke Orders at 505-332-5710 or send email to sales@vandyke.com.

Can I order licenses and pay by wire transfer? What is the bank account information?

Payment by wire transfer in U.S. funds direct to VanDyke Software can be arranged by contacting VanDyke Sales. Please notify us in advance before initiating wire transfers.

Do I need to install a prior version of software to purchase and install an upgrade?

No. All VanDyke Software installers are full installs and are designed to be installed directly in place of prior versions. To upgrade, you only need to download the installer, and then run it. You do not need to uninstall an older version prior to installing the newer one since in most cases the new version will automatically uninstall the old version for you. (There may be exceptions when upgrading from very old versions.)

If you are updating to the latest version during your maintenance period (one year or three years, depending on the license you purchased), it is as simple as downloading the new version. You do not need to re-enter your license informaton.

The same is true if you are using an evaluation copy of the software. You do not need to download and reinstall the software after you get your license. Once you buy a license and enter valid license information, you can continue to use the software with your previously saved sessions, global settings, and preferences.

However, if your organization has deployed a VanDyke Software product using a customized installation, you will need to seek assistance from your organization's deployment team in determining the expected behavior of an upgrade installation.

If you need help determining if you are eligible for a free update or need to purchase an upgrade license, please see the Update Eligibility page. If your license is not eligible for a free update, but you are interested in renewing your license, you can review upgrade pricing information and purchase online, or contact us.

Four Fast Ways to Learn More…

  1. Read or download one of our secure solutions white papers.
  2. Download a free 30-day evaluation copy of our products.
  3. Let us help define the right Secure Shell solution for your company.
  4. Subscribe to our What's New page for tips, solution ideas, and product news.