---
title: "How to Request a Refund"
description: "At Active Keys, we stand behind every purchase. If you’re having trouble with your product key or the setup process, our team will help you troubleshoot first. If the issue can’t be resolved and your case meets the requirements, we may approve a refund or provide a replacement."
url: https://help.activekeys.com/en/articles/11-how-to-request-a-refund
collection: "Orders & Support"
updated: 2026-02-12
language: en
---

# How to Request a Refund

At Active Keys, we stand behind every purchase. If you’re having trouble with your product key or the setup process, our team will help you troubleshoot first. If the issue can’t be resolved and your case meets the requirements, we may approve a refund or provide a replacement.

### ✅ When you may qualify for a refund

A refund may be considered when:

-   Your product key does not work, **and**
    
-   Our support team is unable to resolve the issue
    

**⚠ Important note  
Because product keys are digital and unique, refunds are not available for keys that have already been successfully activated or shared—unless we verify the key is not functioning as expected.**

### 🔁 When a replacement key may be provided

A replacement may be offered at no cost when:

-   The product key cannot be activated
    
-   The wrong edition/version was delivered
    
-   A verified installation-related issue occurred (for example, a corrupted installer file)
    

### 🧾 How to request a refund or replacement

Email our support team at:  
📩 [**help@activekeys.com**](mailto:help@activekeys.com)

Include:

-   Your order number
    
-   The product purchased
    
-   A short description of the issue
    
-   A screenshot of the error (if available)
    

### 🔧 We’ll help you first

Most issues can be fixed quickly. Before approving a refund, our team may:

-   Walk you through troubleshooting steps
    
-   Confirm version/edition compatibility
    
-   Assist with installation or activation
    

### 💸 Refund timeline

If a refund is approved:

-   Refunds are typically processed within **3–5 business days**
    
-   You’ll receive a confirmation email
    
-   Funds return to the original payment method used at checkout