CUSTOMER SUPPORT

Look up your order details

Look up your order details

Use quick order lookup to review your order details. You can download your products, view your product serial number, retrieve your invoice, get your shipping tracking number and purchase a BackUp CD for your digital product.

Manage your subscription

Manage your subscription

Login to your Nuance store account to manage your Dragon Anywhere subscription. You can download your products, update your billing and payment information, and view and edit your subscription preferences.

Order Information
What is my order status?
You can view your order status by using the Quick Order Lookup. When you look up your order, you will also be able to:
  • Get your shipping tracking number or view the shipping status
  • View or print your order invoice
  • Get your serial number or activation code
  • Download (or re-download) your product (within 60 days of the purchase date)
  • Order a BackUp CD for your download purchase
What is a BackUp CD?
A BackUp CD is an additional service that we offer for download products – it allows you to purchase a physical version (CD) of your downloaded software. You may find this useful as it is only possible to re-download your product up to 60 days after you initially purchased it. You can purchase a BackUp CD at the same time as your product, or you can add it to an existing order by using our Quick Order Lookup and selecting to add a BackUp CD. The product will be sent to your billing address (unless you specify a different shipping address) and the delivery is included as part of the product price.

Please note: You can only purchase a BackUp CD for a download product you purchase / have purchased. BackUp CD cannot be purchased as a stand-alone product.

What payment methods can I use?
We accept Visa®, MasterCard®, American Express®, as well as Maestro Card. We also accept PayPal, PaySafeCard and wire transfers. If you choose to pay by wire transfer, you will receive instructions on how to send your payment once you submit your order.

Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

Should I use spaces or dashes when I enter my credit card number?
No. Enter your credit card number without any spaces or special characters. It should be entered as a continuous string of numbers.
Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.
Why is my credit card being rejected?
There are many possible reasons for a credit card not being accepted:
  • The card has expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

When will my credit card be charged?
For purchases of downloaded products, your credit card will be charged the day after your order is placed.

For purchases of physical products, you won't be billed until your product is shipped. This includes any pre-ordered or backordered products. If your items are shipped separately you will be billed separately for each product that is shipped separately.

How will the charge show up on my credit card?
The charge for your order will appear on your credit card as: "DRI*Nuance"
Do I have to pay sales tax?
The product prices shown on the store include all anticipated VAT that we will collect from you based on the information you provide us. The total price may change during the course of the shopping session if this information changes.

You will have the opportunity to review the final price we will charge before you submit your order.To see how we calculate VAT, click here

How do I get a copy of my invoice?
You can print a copy of your invoice when you view your order details using our Quick Order Lookup or by logging into your account (if you have one).
How will you know where and how to send my physical product?
If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.
How do I start a new order?
Because our site uses cookies, you may see some items in your cart that you no longer want. Click here to reset your shopping cart contents and start a new order.
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Shipping Information
Has my order shipped?
View your order details using our Quick Order Lookup.
How do I get my tracking number?
View your order details using our Quick Order Lookup.
Do you ship to my country?
Priority International Courier is possible for all countries on the dropdown list provided in the shopping cart – which contains most countries, except those with trade sanctions in place with the European Union.

Standard International Shipping is only possible for EU countries. As it goes via regular postal services, there are several reasons inherent to the regular postal services themselves that make that your order won't be deliverable to certain countries: it might be a local security issue, or it might be the difficulties faced to expedite the package through customs. We apologise for this inconvenience and offer you the option of Priority International Courier for orders that need to be tracked.

When will my backorder ship?
Although we try to maintain an inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available in a few days. You will receive email notification as soon as the product ships. As a reminder, your credit card will not be charged until your order has been shipped.
Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.
Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

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Technical Support
How do I get technical support for my product?
Please contact the Nuance Technical Support team.

For technical assistance with the installation, activation, use, or uninstallation of your product(s), please contact Technical Support at:

Technical support email: nuance.uk.cs@digitalriver.com target="_blank"

Why do I need to set my browser to accept cookies?
Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.
Are cookies a security risk?
No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognize your browser.
How do I set up my browser to accept cookies?
If you're using Microsoft® Internet® Explorer® 6.0 or higher, on the Tools menu, click Internet Options. Then, in the Internet Options window, click the Privacy tab. The default setting is Medium, which allows you to accept cookies. You can move the slider to change the security setting if it is not set to Medium. If the setting is Custom, click the Advanced button and make sure both first-party and third-party cookies are set to be accepted.

If you're using Mozilla® Firefox® 2.0 or higher, on the Tools menu, click Options. Click the Privacy tab and select Accept cookies from sites.

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Download Information
Is there anything I should do before I download?
For best download performance and to protect the integrity of the downloaded file, please disable or suspend any of the following before you download:
  • Firewall – A firewall can prevent you from downloading a file.
  • Anti-Virus Programs – Anti-virus programs scan downloaded files and can stop a download. As a result, the file may not download or can become corrupted or damaged.
  • Download Monitors – Programs such as GoZilla!™ and NetZip are not compatible with our server and can stop a download.
  • Screen Saver – Screen savers have been known to interfere with a download or affect system performance during a download. We recommend you disable your screen saver before you download.

If you need more assistance disabling one of the products listed above, please contact the manufacturer's technical support.

How do I download my purchase?
You can download by either clicking the Download button on the Order Details page or by right-clicking on the Download button and selecting Save Target As in Microsoft® Internet® Explorer® or Save Link As in Mozilla® Firefox®. Do not rename the download file as this can cause installation problems.

Where should I save the download file?
You can save the download file anywhere you like but you should make sure to remember that location or the name of the downloaded file. Most people find it easiest to save their download file on their Desktop.

What will happen when I download?
Once the download starts, you will see a pop-up with a status bar and a percentage that will climb to 100%.

What should I do after I download?
When the download finishes, you should go to the location where you saved the file and double-click on it to begin installation.

If you need assistance with your download, please contact Customer Service.

Is downloading the same as installing?
No. A download is a simple file transfer. An install is the unpacking and loading of the software on your computer. Most software will walk you through the install process after you download.

For assistance with the installation, use, or uninstallation of your software, please contact Technical Support using the information below.

Technical support email: nuance.uk.cs@digitalriver.com target="_blank"

What if the download stops before it completes?
If your download stops or is interrupted before it completes, simply click the Download button again and the download should resume where it left off. If you need to get to the download page, click here to look up your order.
I finished downloading my purchase. Where was the file saved?
The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the download file, you can search for the file on your computer.
How can I re-download software that I have already purchased?
To re-download software you have already purchased, you will need to look up your order and click the Download button.
I want to re-download my purchase, but the Download button is gone.
If the download button is not shown on your Order Details page, you may have reached the download expiry limit for your product, or your order is more than 60 days old. To gain further support in this instance, please contact our Customer Service team.
How do I get a physical version of my downloaded product?
Unfortunately, we cannot exchange a downloaded product for a physical version of the same product. To obtain a physical product you must place a new order for the physical product.

If you want to purchase a BackUp CD for the downloaded products in a completed order, you must look up your order and complete an additional purchase.

How do I get my serial number or activation code?
If your product requires a serial number or activation code, you can usually find it in the Order Confirmation email that was sent to you when you submitted the order. If you do not have your Order Confirmation email, you can get your serial number or activation code by looking up your order.
What do I do if my serial number or activation code is not working?
First, make sure you have the correct serial number or activation code. You can get your serial number or activation code from the Order Confirmation email that was sent when the order was submitted, or by looking up your order.

Second, please note that serial numbers, registration numbers, activation codes, and passwords are usually case-sensitive. Make sure you are entering your code in the right case.

If you have verified that the code you've entered is correct and you're still having difficulties, please contact Technical Support

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Returns and Cancellations
How do I request a refund?
To request a refund, you must look up your order and then use the request a refund option to submit your request.

The request will be reviewed by the Customer Service team, and if approved a return will be initiated. For physical products you will receive instructions on how to complete the return. Once the return has been received, a refund will be issued within 5-7 business days.

How do I cancel my order (this policy does not limit your statutory rights which are outlined in Digital River’s Terms of Sale)?
Physically shipped purchases that are in stock are processed immediately upon completion and may not be able to be cancelled prior to shipment. If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order. To request the cancellation, please contact Customer Service.

Downloadable products are fulfilled immediately and cannot be cancelled unless the purchase is a preorder. Please refer to our refund policy if you would like a refund for a digital product or an order that has already shipped.

When will I see my credit appear in my account?
After receiving your returned product(s) and/or your completed letter of destruction (ELOD or LOD), your refund will appear in your account within 5 to 7 business days.

Please be aware that if you purchased using a method other than credit card, you may be prompted to provide bank details so we may credit your account.

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Subscription Info
What is Dragon Anywhere?
Dragon Anywhere is a professional-grade, cloud-based dictation solution for busy professionals who want to work faster and smarter using their mobile device. Dragon Anywhere lets you customize words, create boilerplate text or commands to quickly and accurately dictate and edit documents of any length by voice directly on your mobile device. Your document can be shared, customizations synced up with your Dragon desktop product, so you can continue your work seamlessly wherever you go. By being more productive on the road, you can focus more time on clients, customers and strategic tasks that contribute to the bottom line.
Is Dragon Anywhere compatible with any other Dragon product?
Yes – Dragon Anywhere can sync with Dragon Professional. Custom words and auto-texts are automatically synchronized with your Dragon desktop (for supported editions) next time you log into the network so you can work seamlessly by voice anywhere you go.
How do I start using Dragon Anywhere?
To get started with Dragon Anywhere, follow these instructions:

Click here to either start your free 7 day trial, or place an order for a 1 month, 3 month, or 12 month subscription.

On your device, download the iOS and/or Android app from the App Stores:

Get it on Google Play

After installing, launch the Dragon Anywhere app and enter the email address and password you specified when placing your order or starting your trial.

If you need any assistance using Dragon Anywhere, our Technical Support team will be able to help you.
I have a very large organization that needs Dragon Anywhere, is there a way to purchase for the entire organization?
If you need to purchase subscriptions for a large number of people, contact our corporate sales team, click here for our contact sales form.
Can I try Dragon Anywhere before I purchase a subscription?
Yes, you can try the full Dragon Anywhere for one (1) week prior to purchasing a subscription. At the end of the week, your subscription will automatically roll over to an auto-renewing, monthly subscription unless you decide to cancel.
How do I cancel my 7 day trial subscription?

To cancel your Dragon Anywhere trial before it rolls over to a monthly, auto-renewing subscription, you will need to login to your account. The email address and password are the same as those used to begin your trial.

Once you’ve logged in to your account, you will be able to select your Dragon Anywhere trial listed under My Products and use the Manage Subscriptions option to cancel your product.

If you cancel your trial, your subscription will continue for the full 7 days, but you will not be billed at the end of this period. If you’d like to re-activate your trial before it is cancelled, you may do so by simply turning the product status back to “on”.

What is an Auto-Renewal Plan?

The auto-renewal plan simply means that we will automatically take payment for your Dragon Anywhere product, either monthly, quarterly or annually depending on the subscription you have purchased. This is the most convenient way to use Dragon Anywhere, because it means you can continue to use your product without any service interruption. The Dragon Anywhere product comes with the Auto-Renewal Plan switched on as default, but you can change these settings at any time by logging into your account, selecting your Dragon Anywhere product and clicking on the Manage Subscriptions link.

If you would prefer, you can turn the Auto-Renewal Plan off. You will need to manually renew your purchase in order to keep your product active. We will remind you via email when your subscription is coming to an end, and you will be able to follow a link through to the checkout and complete a purchase for a new subscription term. You can turn the Auto-Renewal plan ON or OFF at anytime and the changes will only take effect on your next payment due date.

If you have a trial product, this will automatically roll over to a monthly subscription unless you turn off the Auto-Renewal Plan.

How do I cancel the Auto-Renewal Plan for my subscription?

To cancel the auto renewal plan on your Dragon Anywhere subscription before your next payment date, you will need to login to your account. The email address and password are the same details as when you initially purchased your Dragon Anywhere product.

Once you’ve logged in to your account, you will be able to see the list of Nuance products you have purchased with your account. Select your Dragon Anywhere product to view details about your subscription, and click on Manage Subscriptions to update, upgrade or cancel your subscription product.

If you cancel your auto-renewal plan, your subscription will continue through the end of your current term but you will not be automatically renewed. If you’d like to continue using your product, you will need to manually renew your product from the Manage Subscriptions page, and complete a payment via the checkout.

How do I change my personal information associated with my subscription?

To change the email associated with your Dragon Anywhere subscription please reach out to our Customer Service with the email address you would like to use on renewals going forward.

Our team will update our records so you will continue to receive notification emails regarding the expiration or auto-renewal of your subscription. Please note that a change to the email address associated with your subscription will not change the email address you use to log in to your Dragon Anywhere app.

You can change your billing address by logging into your account and updating your personal information. If you need assistance updating your information, please call to speak to one of our representatives. For security purposes, your credit card number should never be sent via email.

How do I change the payment card information on my subscription?

If you need to update the credit card number or expiration date associated with your Auto-Renewal Plan, you will need to login to your account. Once logged in, you will be able to edit your payment information under the My Profile section,

Your next automatic renewal will be billed against the new card information you entered.

If you need assistance with this process, please contact our Customer Service by phone. For security purposes, your credit card number should never be sent via email.

I can’t log in to my account or my Dragon Anywhere product, what should I do?

It is currently not possible to retrieve or reset your password via the online support, please contact customer service on +44 (0)20 3027 4217 for support in doing this.

Privacy and Security
What is the Digital River Secure & Virus Free Protection?
We take your shopping safety very seriously. You can shop with confidence knowing that we have taken steps to ensure you are protected when you order through any Digital River network member. So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Protection provides you with shopping protection and peace of mind!

Here are the details:

  1. You pay nothing if any unauthorised charges are made to your card as a result of shopping with us.

    Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures and provide Digital River with reasonable requested supporting documentation.

  2. 100% of software downloads available through Nuance EMEA have been scanned for viruses.

    In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

  3. All information that you provide while shopping is encrypted.

    Because we accept sensitive information from shoppers (name, mailing address, credit card number and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.

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