CUSTOMER SUPPORT
Order Information
- 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
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.
Our servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.
- 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.
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.
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
Shipping Information
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.
Technical Support
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"
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.
Download Information
- 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.
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.
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"
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.
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
Returns and Cancellations
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.
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.
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.
Subscription Info
On your device, download the iOS and/or Android app from the App Stores:
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.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”.
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.
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.
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.
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.
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
Here are the details:
- 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.
- 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.
- 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.
