FAQ

Have a question? The answer might be found here.

Software Help:

Q: Windows "SmartScreen" tells me it protected me when I try to run your software. Did I download a virus?

A: We're not in the business of infecting people with the software that we've spent years building. SmartScreen automatically attempts to deter users from running anything that is not digitally signed using a cryptographic certificate that can only be obtained from a centralized certificate authority with recurring payment. Click the "More Info" link on the Smartscreen popup and a "Run Anyway" button will appear that will let you use our software.

Q: Why does my browser/operating system/antivirus alert me that a file I've downloaded from you is dangerous?

A: There is no malware to be concerned about as long as you've downloaded the file(s) directly from our website (deftware.org). We cannot speak for anything that has been downloaded from other websites even if it appears to be our software. We are working on acquiring a code-signing certificate that allows us to digitally sign our software in order to eliminate "Unknown Publisher" alerts and warnings from browsers, operating systems, and antivirus software. This requires there to be enough sales to fund filing for an LLC and then payment for a code-signing certificate. We're working with zero funding to try and build something that people will want to use. If you have any suggestions we're all ears! (support@deftware.org)

Q: I am trying to do <something> and can't figure it out, what should I do?

A: We recommend starting with the interactive tutorials that are included with PixelCNC. They can be found under the Help menu in PixelCNC and provide step-by-step walkthroughs for creating different effects and projects, and using different functionality. You can also check out our YouTube channel where we post tutorials and how-to videos. PLEASE don't hesitate to email us at support@deftware.org with your questions - we're glad to help! We are working on setting up a new public forum/messageboard where we and everyone else can answer each other's questions. In the meantime you can visit our existing online messageboard to create an account and post your questions by clicking 'Forum' on the navigation bar at the top of our site. We usually check the messageboard several times per day.

Product Keys:

Q: Can I use my product key to activate PixelCNC on more than one computer?

A: Yes, each customer is allowed three concurrent activations with their product key. This means that you can have PixelCNC activated on up to three different computers at one time. You will want to deactivate PixelCNC on any systems that it is activated on before any hardware changes, or if you will no longer be using PixelCNC on that system, as that activation will otherwise be counted against your key.

Q: Why is PixelCNC running as a free trial after I have activated it?

A: If the software is run as a different Windows user, or after a system hardware upgrade, it will need to be re-activated using the product key for that user or hardware configuration. If you've changed your system's hardware this means that you will have lost one of your three activations unless you can reverse the hardware changes to deactivate PixelCNC. Deactivating PixelCNC on a system frees up an activation for another system to use.

Q: What happens if I lose my product key?

A: You will need to be able to prove ownership either by contacting us via the email address you used to purchase our software, or by verifying payment method details (show us your payment receipt), and we will re-send you your product key.

Refund Policy:

Holocraft is sold as-is and we are unable to refund purchases as we cannot revoke access to it. PixelCNC, however, is refundable as we can revoke product keys that are used for activation. We don't want to keep your money if you are not going to be able to get value out of PixelCNC. Refunds will be issued within two weeks of the refund request but usually go through within a few days.

If you have any other questions please let us know by emailing us at support@deftware.org