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Frequently Asked Questions

Browse through some common questions that people ask us often. If your question is not answered by one of the answers below, or you find the information provided unsatisfying, please refer to the Tutorial & How To section or contact our customer support team.

General

Registration

Q: Is your online order form secure?
Yes, it is 100% secure. All payments for our products are processed by SWREG, the world's leading Commerce Service Providers, with offices located across the United States, Europe and the Asia Pacific. All order forms are run on a secure server, and your data and personal information are protected by SSL technology.

Q: Do you provide free technical support to your products?
Yes, we provide free technical support to our users and we will respond all technical support email in 24 hours. Please note registered user's emails always get priority.

Q: What methods of payment do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover, Visa Check Card, Eurocard and MasterMoney), bank/wire transfer, checks and money orders and PayPal.

The easiest and quickest way to buy our software is online with your credit card. If you pay by credit card, you will be able to receive your registration code about a minute later (or any time later, if that is more convenient for you). If you select another payment method, you will instantly receive a pro forma invoice with full payment instructions.

Q: Unable to order by Visa or MasterCard?
If you don't have a credit card, or if your credit card isn't accepted by our order system, please place your order using our alternative order page. It accepts Credit Card. PayPal, Fax, Bank/Wire transfer, Check/Mone, etc.

Q: How is your product delivered?
All our password recovery products are delivered electronically online only. So there are no shipping charges. After placing your order, the registration code will be sent to you immediately via email, which could turn the trial version into a full unlimited version.

For PCUnlocker product, you'll receive the full version download link.

Q: What are the limitations of the trial version?
The trial version has a limitation: it reveals only the length of your passwords. If you want to get the full or unlimited version, you can order from our secure online store.

Q: How to get the full version?
  1. Download the trial version from the download page.
  2. Install the trial version.
  3. Get a registration code by clicking Buy Now on the purchase page. The registration code will be emailed to you as soon as your order is processed.
  4. Once you have received your registration code, you can enter it by clicking on the "Enter Key" button which is shown when you start the trial version. The easiest way to enter the registration code is by using copy and paste.
  5. Now you can use it to recover your passwords, without any limitations.

Q: The computer says "The disk is not a password reset disk"?

Password Reset Disk: Windows has a built-in feature that allows you to create a password reset disk under User Accounts in Control Panel. If you've created a password reset disk before you forget your password, just insert the password reset disk into the computer and click the "reset password" link below the login screen and follow the Forgotten Password Wizard, it will let you reset the password easily!

PCUnlocker Live CD: If you've already forgotten your Windows password but do not have a password reset disk, PCUnlocker Live CD could come in handy. To reset your password, you need to change the boot order in BIOS and make your locked computer to boot from PCUnlocker Live CD.

What's the Difference? PCUnlocker Live CD is a bootable drive which can be used to boot up any computer and reset forgotten Windows password instantly. A password reset disk is unbootable which contains only one file called userkey.psw. If you mistake a PCUnlocker Live CD for a password reset disk, the Forgotten Password Wizard will throw this error message "The disk is not a password reset disk".

Q: Keep getting the error 0x0000005D when booting from PCUnlocker Live CD/USB drive?
The full version of PCUnlocker is a bootdisk based on Windows 8 that may have compatibility issue on some computers. If you keep getting black screen with error code 0x0000005D, please contact our customer support team and we'll provide you with another version that will fix your problem.

Q: I am a registered user and my registration code is lost, how can I get it again?
Please email us at: support@top-password.com with your order ID (or the name, email you used to place the order, or the receipt email, or anything which can be used to identify your order). We will re-send the registration code to you in 24 hours.

You can also retrieve your registration code or download link by looking up your order at: https://cs.mycommerce.com/.

Q: How long will it take to get my registration code after I place the order?
You will get the order confirmation email with the registration code immediately after placing the order.

Q: I tried entering my registration key four times, but I still can't register. What do I do?
You might not have typed in the hyphens. All characters of the registration key should be typed in, but we recommend you copy the registration key from your confirmation email and paste it directly into the registration key field. This eliminates typographical errors and speeds up the registration process.