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Help & support

Information on using the Affinity Store.

Below you will find help & support for the Affinity Store and your Affinity account. For all other enquiries please visit the Learn Pages or contact us on Twitter or Facebook.

Billing

What forms of payment do you accept?

We accept major credit cards such as Visa, MasterCard, American Express and Discover and also PayPal (only available in certain countries).

Why do I see a $1 charge on my bank statement?

When you place an order on the Affinity Store, we send over a request to your issuing bank for either a $0 or a $1 authorisation (different banks permit different amounts) to verify that the card is issued, and the bank will allow it to be authorised. Regardless of whether or not the authorisation is declined, we reverse our authorisation request immediately. However, even if the bank declines the authorisation, some people may still see an authorisation for $1 on their credit card statement. This is not a charge, and it will disappear from your statement; depending on the bank, in anywhere from a few minutes to a few weeks.

How do I obtain a VAT receipt?

You can create a VAT receipt for any order on your account. On your account homepage, select Order history and locate the order you wish to generate a VAT receipt for. Select View VAT receipt and enter your details, select Create VAT receipt and a PDF VAT receipt will be generated.

Digital orders

How do I install Affinity software?

Please see our macOS and Windows installation guide.

How many computers can I install a digital product on?

Serif Software is platform specific. If you wish to use Serif Software on both Mac and Windows platforms, you must purchase a licence for each or purchase a Universal Licence.

As a private individual, you can download, install, use and run for personal use, one copy of the Serif Software directly on each computer running either (depending on your purchased license) Microsoft Windows (“Windows Computer”) or macOS (“Mac Computer”) that you personally own or control.

As a commercial enterprise, you can download, install, use and run one copy of the Serif Software for use either: (a) by one specific individual on each of the Windows Computer(s) or Mac Computer(s) (depending on your purchased license) that they use, own or control, or (b) by multiple individuals on a single shared Windows Computer Mac Computer(s) (depending on your purchased license) that you own or control.

An End User License Agreement (EULA) is offered to the user for acceptance on product installation and can be read in full on our Licence Agreement page.

How do I download digital product updates?

Microsoft Windows:
When you launch your product, you’ll be prompted to download the latest update if available. On selecting Download you will be directed to a web page that will offer you the latest Windows release for your Affinity product.

macOS:
When you launch your product, your product will automatically check for updates and install them if required.

How do I download my digital product again?

You can download your digital product at any time by logging into your Affinity Account and visiting the Downloads & Keys option.

Licence Activation Explained

This section does not describe the End User Licence Agreement, but does describe the software activation process through the purchase of a licence and the registration process.

Without a purchased perpetual licence the software runs as a 30-day trial. For each application, Designer, Photo and Publisher, you can only have one 30-day trial of our software on any desktop OS and a 30-day trial on iPad.

The 4 types of Perpetual Licence

  1. An Affinity V2 Universal Licence: A single license covering all three Affinity applications (Designer, Photo, and Publisher) on all three operating systems (macOS, Windows and iPadOS).
  2. A single application licence for macOS: one for each application — Designer, Photo, and Publisher.
  3. A single application licence for Windows: one for each application — Designer, Photo, and Publisher.
  4. A single application licence for iPadOS: one for each application — Designer, Photo, and Publisher.

Registering Affinity Store Software Downloads

For software downloads from the Affinity website, sign in to your Affinity Store account with your Affinity ID by selecting “My Account” in the software. Your Affinity Store account will need to contain a licence entitlement for either a Desktop Licence or an Affinity V2 Universal Licence, otherwise it will run as a 30-day trial.

Mac App Store Downloads and Microsoft Store Downloads and iPad Store Downloads

Downloads from these stores are initially free and initially act as a 30-day trial. They offer in-app purchase of a Desktop/iPadOS Licence or an Affinity V2 Universal Licence. If you buy a licence as an in-app purchase, you can also optionally register that purchase in your Affinity Store account by signing in with your Affinity ID using the “My Account” option in the software.

Using an Affinity V2 Universal Licence

An Affinity V2 Universal Licence allows you to use any Version 2 Affinity application (Designer, Photo and Publisher) on any supported operating system, including Windows, macOS, and iPadOS.

If you have purchased an Affinity V2 Universal Licence from the Affinity Store, that entitlement is already registered in your Affinity Store account.

If you in-app purchase an Affinity V2 Universal Licence through either the Mac App Store or the Microsoft Store you will also need to register that Affinity V2 Universal Licence in your Affinity Store account. By signing in with your Affinity ID to the “My Account” option in the software, your in-app purchased Affinity V2 Universal Licence entitlement will also become registered in your Affinity account.

When you then run a different Affinity Version 2 application, by choosing My Account in the software, and signing in with your Affinity ID, your Affinity V2 Universal Licence entitlement stops the software acting as a trial. That is true no matter which store you downloaded the Affinity software from (the Affinity Store/Mac App Store/Microsoft Store/iPad Store). If you don't sign in to your account, you will be prompted to purchase again, even though you have technically bought a licence. This is due to limitations with the Mac App Store/the Microsoft Store that are beyond our control. However, by registering your Affinity V2 Universal Licence in your Affinity account it will then allow you to use your licence on any Version 2 Affinity application on any operating system, including iPadOS.

Registered & Licensed Software

Once you have registered your software in My Account, you do not need to remain logged in to use the software or receive updates.

Any registered desktop software licence also allows you to use the registered Affinity software on other desktop computers running on the same platform, whether downloaded from the Affinity Store or the Mac App Store or the Microsoft Store.

Volume Licensing

Business & Education licensing may be sold with Version 2 Activation Passwords which determine the terms of the licence, from extended trials to perpetual licences. You can use the Activation Password within the software to activate your software licence. Contact the sales department support team if you need assistance with this.

Updates of Licensed Products

Once you purchase a perpetual licence, the application works indefinitely on your computer. It does not matter which store you buy from, they all serve the latest release builds on that platform. We release updates to our software regularly, and all version 2.x updates are free for version 2 licensed customers.

Returns and Refunds

What is your returns policy?

We want you to be 100% satisfied with your Affinity purchase. If you are not satisfied with your product for any reason, you may return it within a 14 day period after receipt of your product to receive a full refund. Please email affinityreturns@serif.com with your name, order number and reason for returning the item to begin the process. If you are returning a physical item a returns label will be emailed to you for printing. If you do not have access to a printer, a physical label can be dispatched to you upon request. After receipt of the return at Serif, a refund will be authorised within 2-3 days.

Please note – postage and packaging charges for returns of physical items are your responsibility. We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us, as we won’t be able to process your refund until we receive the item.

Affinity account

I haven’t received an order receipt email. What should I do?

Check your email junk folder for your order confirmation email. If it can’t be found, contact affinityorders@serif.com.

I have a question related to my account. Who should I contact?

Please contact affinityorders@serif.com.

Who should I contact in relation to my Affinity product?

Visit the Affinity Learn pages for links to support.

Other

Do you provide volume/education licenses?

Please visit the Business or Education sections of the Affinity website for volume licensing details.

Still have other questions?

For additional information about Affinity, please contact us on Twitter or Facebook

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