Refunds and Product Support
If an Ankor digital product, download, or licence is not working as described, start here. We review access, order, and refund enquiries individually so the right issue can be checked before any reset or refund decision is made.
Get help first
Email support@ankor.co.za with your order number, the product name, the email address used for the purchase, and a clear description of the problem. Tell us what you expected to happen, what happened instead, and include any useful error text or screenshot with private information hidden.
What support can review
- A download, file, licence, or product access problem.
- The product, licence tier, access term, or order connected to your enquiry.
- A setup question where the product is not working as described.
- Whether an issue needs a verified download or activation reset.
Protect your information
Do not send passwords, API keys, access tokens, card details, or other confidential account information. If a screenshot is useful, hide private details before attaching it. Ankor support can review the enquiry without receiving your login credentials.
Download and activation resets
Support can reset a legitimate purchaser's download allowance or licence activation after the order is verified. A reset does not expand the number of licensed production sites or accounts.
Refund enquiries
Refund eligibility is assessed according to the product, whether digital access has been delivered or used, the nature of the problem, the purchase circumstances, and applicable consumer law. Refunds are not automatic, and a support review may be needed before an outcome can be confirmed. Nothing on this page limits rights that cannot lawfully be excluded.
Before purchasing
Please review the product description, supported environment, licence tier, access term, and included files before purchasing. If you are unsure whether a product fits your workflow or technical environment, contact support before checkout. We can help clarify the scope but cannot guarantee that a product will replace professional services or every third-party platform.
Frequently asked questions
What should I send with a support request?
Send your order number, product name, purchase email address, and a clear description of the issue. Add an error message or redacted screenshot if it helps explain the problem.
Does access continue after the stated term?
Access follows the trial or paid term shown for the product. Continued access requires an active purchase for the applicable term.
Are refunds automatic?
No. Each refund enquiry is reviewed individually using the factors described above.
