Home > FAQ

Frequently Asked Questions

Find the frequently asked questions and answers related to converting, editing, downloading videos and more. If you have any other questions, please contact our sales or technical support team for help. Our staff will get back to you as soon as possible.

Sales FAQ
What benefits are available if I purchase your products?

1. You will get the full version of our software (5 minutes limitation removed).
2. FREE lifetime technical support via e-mail, guaranteed reply within one business day.
3. FREE lifetime update to latest version.
4. Get discount for purchasing other products. Email us for request.

What payment method do you accept?

We accept several types of payment: Credit Card, Bank/Wire Transfer, Check/Money Order, Fax, etc.

Is it safe to purchase product via your website?

Yes, it is 100% secure to do business with us. The Payment platform we utilize is 2Checkout, which are the most trusted ecommerce companies in the world. The order of your private information, such as credit card number, addresses and so on will never be disclosed without your specific permission.

When and how can I get the program I ordered?

Once you complete the online order, you were supposed to receive an email with the order information and license code from our payment processor 2Checkout. Please allow a few minutes for the auto-generated license message to reach your inbox. Check the spam folder if you could not find the license retrieval email. However, there is possibility that your email service provider rejects emails from unknown senders. Please feel free to contact us if you do not get the email after 30 minutes.

Do you offer any discount for non-profit organizations/schools?

Yes, Digiarty Software offers discounts of all the products for approved schools, churches, government entities and charitable organizations! You can write an email to us with prove, up to 50% discount will be offered.

I purchase the wrong product by mistake. Can I exchange it for the right one?

Yes, you can. In this case, please uninstall the wrong product first. Then email us with your order information and the right product you want. We will exchange the right one for you.

What is your refund policy?

Digiarty Software, Inc. provides refunds within 30 days of product purchase. We'll hold the 30-day money back guarantee if our products cannot normally work with error or bug and we cannot solve it within an acceptable period of time or provide a temporary solution. Sometimes the software doesn't work well due to improper operations. We strongly suggest you contact our support team for help first with detailed problem description. One business day reply is guaranteed.
Please note we do not accept irrational or no reason refund. The following refund requests will be rejected:
1. You request a refund for no particular reason;
2. You request a refund by simply a "It does not work" or "I do not want it" reason and refuse to elaborate;
3. You request a refund for a feature we do not have/support. Digiarty products are sold as "try-before-you-buy" software. We highly recommend you to verify the program's functions and make sure it works well on your computer before your purchase.

I am just trying to install the program on my bedroom computer, but I got an invalid license pop-up. How can I do if I want to install programs on more than one computer?

We are really sorry that one license of our software can be used on one computer only. However, we offer personal license for those who want to install the program on all of their personal computers. Simply contact us at sales@videoproc.com for help. Note, if you originally purchased the personal license, you do not need to pay the extra.

License Code
What's the difference between the trial and the full version?

Trial version is limited to process the first five minutes of each video or DVD. After you purchase the program, you will be provided the license code which will unlock the time limitation.

I didn't receive the license code for several hours after my purchase. Why?

The possible reasons might be:
1. Due to your email setting, the letter with license code went to Trash directly. Please check the folder there.
2. You provided invalid email address when you ordered the software.
3. Your email service provider rejects emails from unknown senders.
Please let us know by writing to sales@videoproc.com if you are under one of the last two situations.

Can I use one license of your software on multiple computers?

One license of our software can be used on one Mac only. If you would like to purchase additional licenses, please feel free to contact us.

What should I do to move the software I purchased from the old computer to the new one?

Firstly, please remove the license code manually by clicking the top right corner on the software interface; secondly, uninstall the software from your old computer, and then download the version you purchased from our website or use the CD you bought to install it on your new one. Use the registration information you got before to activate.
Please contact us at support@videoproc.com for help if you cannot remove the license for computer crash or any other reasons.

What if I lost the license code?

If you lost your license code, please do not worry and feel free to contact us to request your original license. Please provide us with detailed information about your purchase, such as order ID, email address, user name, etc.

Do I need to re-register after I re-install the software?

Yes, you need to re-register after you reinstall the software.

How do I register my copy? Do I need to go online to do so?

You can simply register the program by coping and pasting the license code to the program.Generally, the program will auto-remind users to register every time you open it if you have not registered it. If there is no reminding, it simply means that it is registered.

Download and Upgrade
I have just purchased Digiarty product. Please tell me the meaning of "You have 3 downloads remaining"?

The download link is provided by Digiarty's payment processor 2Checkout and it means you can use the link to download the program three times only. But, please don't worry about that, there is no such limitation on our official site. Please simply visit this page to find the download link of the product you purchased.
They are always for the latest version and of no time limits, you can keep it for future use.
Note: It does not mean you can use the program on three computers.

Message of "'VideoProc.app' is damaged and can't be opened. You should move it to the Trash".

OS X Gatekeeper shows this message because the application bundle is not digitally signed. To run the application for the first time, you will need to disable Gatekeeper as follows:
1. Go to System Preferences... | Security & Privacy | General tab.
2. Click the Lock icon in the lower left corner and enter your password to make changes.
3. Select Allow apps downloaded from: Anywhere.
You can enable Gatekeeper again after the first successful launch of the application.

What is your upgrade policy? Is it free?

To make it fair to our purchased customers, free updates are offered only for our purchased/paid customers. And we hope you could understand this. You could enjoy any upgrade, major or minor, without any fee involved after you purchased our software.

How do I upgrade my program?

Generally, we will upgrade our products regularly to improve our program's performance with advanced functions. To check if the version you have is the latest version, you can simply click the "check new version" button on the interface. It will lead you to the upgrade page and the latest version is free for purchased users to download. Furthermore, we are planning to add the function of checking auto-upgrade to all the products in the near future.

Technical Questions
What is hardware acceleration? When should I use hardware acceleration?

Hardware acceleration, as its name implies, refers to the use of computer hardware to improve task execution efficiency and make jobs done at much faster speed than that in a software program running on a general-purpose CPU. Usually, when it comes to hardware acceleration, it means CPU and GPU hardware acceleration for video decoding and encoding. And the typical example of CPU hardware acceleration is Intel Quick Sync Video and the representatives of GPU acceleration include Nvidia CUDA, Nvidia NVENC, AMD APP and more.
You can choose to turn on hardware acceleration when you need to do graphically intensive tasks like processing 4K UHD videos, encoding H.265 (HEVC) clips, etc. Additionally, you have modern graphics card drivers, video cards, the latest version of applications to make sure you don't have compatibility issues.

How could I improve the quality of a recorded video?

If you record some videos with unsatisfied quality, you can try to upscale the video quality via the below ways:
1. Special Effects: add special effects to video, like Sharpen, Tinted, Grayscale, Mirror, Painting, Vintage and more; freely adjust video brightness, saturation, contrast, hue and gamma to deblur and boost video quality.
2. Toolbox: remove background noise and grain from video, fix fish-eye lens distortion and stabilize shaky video to upscale video quality.
3. Parameter Settings: increase video resolution from 480p to 720p, 720p to 1080p, 1080p to 4K 2160p, 4K to 8K UHD; upscale video frame rate from 24/30FPS to 60/120FPS and adjust video bit rate to higher level.

How to reduce the output file size of converted files?

The final size of your output file will be determined by the length of the source file and your output settings. To reduce the file size, you can trigger the "Codec Option" button on the main interface to adjust various parameters like bit rate, resolution, frame rate, etc.

How to convert if my source video has multiple audio language tracks?

Multi-track HD video refers to a video file that contains multiple audio language tracks and video tracks. Usually, users choose their preferred language when watching movie videos. VideoProc works perfectly on converting Multi-track HD videos and the operation is quite simple. After importing the source video, select the specific audio track as you need, and then the steps are the same as converting general videos.

Which DVDs can I load into VideoProc? Is it able to convert a protected DVD?

VideoProc can deal with any types of DVD movies, including new DVD movies, TV series DVDs, 99-title DVDs, workout DVDs, and other old damaged or unplayable DVDs. Moreover, it continuously updates to support the latest DVD copy protection, such as CSS encryption, region protection, Sony ARccOS, APS, UOPs and Disney new copy protection.
Note: The software company only advocates users to rip DVD on Mac/PC under the concept of fair use. Any redistribution of the content is not allowed. Please abide by the local law before doing so.

How do I save online video to a different format?

If you want to store the downloaded video in other format, firstly download the video via "Downloader" window, secondly switch to the "Video" portal, load the downloaded video to VideoProc, and then select the format as needed.
Note: Digiarty Software doesn't advocate any reproduce, distribute, or sell any content without prior written permission of creator or the respective licensors of the content. Please refer to the local country law before you use this legal video downloader software to download videos legally.

One-Stop Easy Solution to Edit, Transcode, Download and Record Media Files, Regardless of Your Level.

Home | Company | Contact us | Partner | Policy | Agreement | News center | Video Processing Tips

Copyright © 2020 Digiarty Software, Inc. All rights reserved

Any third party product names and trademarks used in this website are property of their respective owners. All the related logos and images, including but not limited to Apple's iPhone®, iPod®, iPad®, iTunes® and Mac® are registered trademarks of their own. Digiarty Software, Inc. is not owned by or affiliated with Apple Inc. and any of those companies.