Frequently Asked Questions
Please select your PDA and operating system below to display relevant FAQ’s
General
- Why do customers have to create an account with us?
- Why do I have to sign in?
- What is your policy on refunds?
- Do you offer any group or institutional discounts?
Account Info
- I have forgotten/lost my password. How do I gain access to my account again?
- My email address (or account information) has changed. How do I update this?
Downloading
Activation
Product Info
- How often do you update your products?
- How does your Membership plans and One-time activations work?
- How does your subscription period work?
Updates
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Why do customers have to create an account with us?
We use this information to verify your credit card details when purchasing for your protection. This also allows customers to view their purchased products under the My Account section, activate products online, and to email order details and registration information to unlock your software without delay.
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Why do I have to sign in?
Our users have to sign in when unlocking their software, or when purchasing on our website. This allows for secure shopping and privacy, a faster shopping process, allows us to customize your online experience, and to provide enhanced account features.
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What is your policy on refunds?
All our software is available for free trial use, so users can evaluate before buying. Products are eligible for refunds within 30 days of purchase, unless you have registered and received an Unlock code. Once an Unlock code has been issued, a purchase can no longer be refunded.
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Please note:
Bundle products can only be refunded if none of the individual products contained have been issued an Unlock code. Once any of the individual bundle products received an unlock code, a bundle product can no longer be refunded.
Gold Membership is non-transferable and non-refundable. -
Do you offer any group or institutional discounts?
Yes we do. Please fill out this form and a Medical Wizards sales representative will get back to you, or call 888.633.9449 during business hours, and select the sales option from the menu.
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I have forgotten/lost my password. How do I gain access to my account again?
Please click here to navigate to the Forgot your password page - then enter your account email address and click the submit button. As soon as done we will email your password to you.
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My email address (or account information) has changed. How do I update this?
Please click here to navigate to My Account and Log in using your old email address and password. Then click the Edit Account button, at which point you can change your email address or any other details that need to be updated. When done just click the submit button to apply your changes.
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I have purchased Medical Wizards software, but where do I download it?
Before you can Unlock your product(s) you must first download and install each program to your handheld device. If the product is already installed, skip to “I have installed my new Medical Wizards software on my device but it is now asking me to unlock it. Where do I get the Unlock code?”
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1. Go to "Products" and then click on the desired title you would like, for example, "EM Suite".
2. Once you have found the title, click "Free Trial".
3. This will bring you to the page asking you what Platform and OS (Operating System) you have. So if you have a Palm device and are using a Windows XP computer, you would pick the link "Palm OS Windows". When you click on this link, the .exe file will pop-up asking you if you would like to either "Run" or "Save"? Always save it to your desktop or documents, that way you know you have the program on your PC.
4. Once you have the title downloaded to your PC, click the icon for the product and "Run" the program, then you should sync your device to your computer to install the title to your mobile device.
5. See “I have installed my new Medical Wizards software on my device but it is now asking me to unlock it. Where do I get the Unlock code?” for how to unlock your product. -
I have installed my new Medical Wizards software on my device but it is now asking me to unlock it. Where do I get the Unlock code?
All our products are installed as trial/demo software - which becomes fully licensed once an Unlock code has been entered. If you have not installed your product, go to “I have purchased Medical Wizards software, but where do I download it?” for installation instructions.
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- Registration Instructions (if you purchased on the Medical Wizards website):
1. Login to your Medical Wizards account by clicking here or clicking the link in the top right corner.
2. Once you have logged in, you will see the title that you purchased. Click the arrow pointing down. This will provide you with an activation link to the right.
3. Click the “Activate” link. Now you will see a page asking you to enter the “Device ID” twice to receive the unlock code. To get the “Device ID” you will have to download the application to your PC, run the application to get it to install to your device, and then sync your device. If this is done correctly, you will have the application on your mobile device. Open the application on the device and you will see it is locked. Depending on the application you should see the “Device ID” displayed at the top of your mobile screen. Next, go back to your account on medicalwizards.com, enter the “Device ID” once and then again to confirm to receive the unlock code.
4. The final step is to enter the unlock code (xxxxx-xxxxx-xxxxx-xxxxx) with your stylus on your device; tap “Unlock/Activate” to fully license the title you purchased.
** Notice that the displayed Device code/ID may not be the same for all your products.
** Until you receive the Unlock code simply use the software in Trial Mode.
- Registration Instructions (if you purchased on a different reseller website):
1. Navigate to www.medicalwizards.com, and click the Unlock Code link under the Customer Center.
2. Create a New Account in our system (or if you already have an account, login with your email address and password).
3. Enter the Serial code or Registration key (case sensitive) provided on your purchase receipt, as well as the Device code/ID displayed by the trial software when it's run on your PDA, and submit.
5. An Unlock code will be displayed and emailed to you. Please carefully enter this Unlock code into your software and tap "Activate/Unlock" button to fully license.
** Notice that the displayed Device code/ID may not be the same for all your products.
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How often do you update your products?
Medical Wizards is continually researching and developing its products to ensure they remain at the cutting edge of medicine and technology. As a result we release product upgrades every 3-12 months (depending on product). We recommend you upgrade at least every 12 months to ensure that you're using the most up-to-date protocols and medical information. Certain product content is static or gets updated infrequently, so please check your product description for more information on upgrade frequency.
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How does your Membership plans and One-time activations work?
All our current products are sold with a Standard (or Silver) membership included (depending on product). These can then be upgraded to our Gold Membership Plan (which provides premium membership benefits detailed below), or a one-time activation can be purchased. Please check your product description (or My Account) for more information on your product/account membership status.
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Standard Membership Plan Benefits:
• Unlimited email support for the life of your products.
• Phone support: receive phone support for 3 months following purchase.
• Re-activations or device changes: you are allowed 2 reinstallations of your programs on the same or another device (or OS) at no cost.
• You can then either purchase a one-time activation at nominal cost (which would allow for 2 more activations), or you can upgrade to our Gold Membership Plan.
Silver Membership Plan Benefits:
• Unlimited email support for the life of your products.
• Extended phone support: receive phone support for the duration of the membership, which will be 12 months following purchase (Standard Membership phone support is only available for 3 months following purchase).
• Unlimited re-activations or device changes: this will allow you to reinstall your programs on the same or another device (or OS) at no cost for the duration of the membership
• You can then either purchase a one-time activation at nominal cost (which would allow for 2 more activations), or you can upgrade to our Gold Membership Plan.
• Silver Membership only applies to active (non-expired) products.
One-Time Activations:
• This option is given to Standard membership (or expired silver/gold membership) users who have activated their products 2 times at no cost.
• You can then either purchase a one-time activation at nominal cost (which would allow for 2 more activations), or you can upgrade/renew to our Gold Membership Plan.
Gold Membership Plan Benefits:
• Unlimited email support for the life of your products.
• Extended phone support: receive phone support for the duration of the membership, which will be 12 months following purchase (Standard Membership phone support is only available for 3 months following purchase).
• This will cover all your Medical Wizards products for the duration of the membership
• Unlimited re-activations or device changes: this will allow you to reinstall your programs on the same or another device (or OS) at no cost for the duration of the membership
• Membership discount: receive an additional 10% off discount coupon that can be used for the duration of the membership (12 months following purchase)
• Gold Membership is a one year renewable membership plan that will ensure proper support, re-activations/device changes, and discounts on future purchases - which for active users should pay for itself many times over!
• Gold Membership only applies to active (non-expired) products.
• Gold Membership is non-transferable and non-refundable.
• Discount coupons cannot be applied to past purchases or used on gift cards, bundled products, or membership fees. -
How does your subscription period work?
All our products currently operate under a subscription period, so please check your product description for more information on what this is. Most products are on a 12 month subscription period, and those updated infrequently are on a 24 month subscription period. This period starts as soon as software has been purchased/registered on our website. During the subscription period you will receive free upgrades/updates to your software. However free upgrades/updates are no longer possible, unless a subscription renewal is purchased, at which point you will receive free upgrades/updates again for the remainder of the subscription period. You can receive more subscription information on your products from My Account.
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How do I update an application on my device?
First you will need to delete the existing version of the application from your device.
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1. To delete the existing application from your device, use your stylus to tap
Start -> Settings -> System -> Remove Programs
2. Delete the application.
Now you will need to download and install the new version of the application, see "I have purchased Medical Wizards software, but where do I download it?"