Welcome to Our Support Center! Your satisfaction is the best gift for us. We will try our best to provide you with the best video and audio software and services. Here you can easily get information about products' FAQ, Upgrade and Online Support.
Or, you can directly contact our support team for help via the two methods:
Email address:
support@pavtube.com for Windows users and relative inquiries.
macsupport@pavtube.com for Mac users and relative inquiries.
Customer Service Line: 0085-2819-3070-1
Working Hours: 08:30 - 17:30 (GMT+8)
Top Frequently Asked Questions:
Q1: How to get my registration code after the purchase?
Q2: I lost my registeration code, what should I do?
Q3: The software said "Registration information is invaid", why?
Q4: What's your refund policy?
Q5: What's your update/upgrade policy?
Q6: Does Android Tablet has any file size limitations?
Q7: How can I import external subtitle to an Android Tablet?
Q8: Can you suggest a best player for Android Tablet?
Q9: Is there a best video format for Android Tablet?
Q10: What devices support DLNA?
Q11: You told me Pavtube support 5.1 channel, why I don't have it on my videos?
Q1: How to get my registration code after the purchase?
A: If you didn't receive the license code after the purchase, please check your registeration email box to ensure your account is activated. Then, you'll get the download link and registeration code.
Q2: I lost my registeration code, what should I do?
A: If you lost your registeration code and want to retrieve it, please sign in the page below to get it back:
http://pavtubecrm.pavtube.com/app/user/controller/index.php
If your software brand is Foxreal (Purchased before Pavtube’s acquisition), please sign in this page:
http://crm.foxreal.com/app/user/controller/index.php
B: If still any problem or question, please contact our support team by providing the following information:
Your order ID
Your registeration email address when you purchased the product
Q3: The software said "Registration information is invaid", why?
A: There are 3 possible reasons for the issue:
1)This may be caused by entry error. Please make sure copy and paste the license without a typo. No adding any blank before or after the code.
2)The code may not match the version of the software you installed. You know, the key code is invalid for the trial version.
3)You order or download wrong product or you mix up the Windows and Mac version products. Please notice that the Windows and Mac products are completely different with different license code for each own.
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Q4: What's your refund policy?
A: If you want to know the information about Refund Policy, please enter: Pavtube Refund Policy.
Here are some of the questions relating refund policy on getting money back.
1) I am not satisfied with your product. I want to get my payment refund.
We guarantee you the money back with the purchase price of the product you mentioned, if the product meets the refund policy. Please contact our technical support about the issue you encounter in detail, and we will offer the best solution according to the condition.
2) I find out that I bought the wrong product after installing the software. Can I get the refund to purchase your another product?
We provide you a “Try-Before-Buy” software version, and for a downloaded program and its registration code sent to you cannot be taken back, so please forgive that we will not refund you for such a mistake. But we could offer a discount or the second best solution to you for the product you want. Please contact support staff about the situation with your order number and/or email address.
3) How long does it take to get the refund on my credit card statement?
The refund will process will appear on your credit card statement in 10 to 15 business days, if your refund request is approved. Please contact your credit card company about the statement posting, if you can not find the statement on your credit card after 15 business days.
Q5: What' s your update/upgrade policy?
A: Generally, there are two kinds of new version for Pavtube software, an updated version and an upgraded version. It is totally free to get the updated version while you may have to pay extra money for an upgraded version. All rights about the price for the upgrade are reserved.
Q6: Does Android Tablet has any file size limitations?
A: Yes.Android Tablets support the storage of single files up to 4 GB and only play single video files smaller than 2GB.
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Q7: How can I import external subtitle to an Android Tablet?
A: There are a few Android Tablets support import of external subtitle e.g. Galaxy Tab. We have tested MP4, AVI, MKV, WMV files; both the original player and mVideo player support them well. When playing back the videos, name the subtitle file same as the video file and put them in the same folder, then you will see a video with subtitle.
Q8: Can you suggest a best player for Android Tablet?
A: No matter what device you have, its own player is always the first choice. Though third-party software supports more video\audio formats, it sometimes does not give so sync, smoothly and clear video\audio as the own player. There are some customers having issue with the playback of converted videos due to the player.
Q9: Is there a best video format for Android Tablet?
A: For different users are in various demand, there might be no a perfect format to meet all the demands. For those who desire a high video quality, 720P is recommended. For a small file size, you can lower the output settings. With Pavtube Software you can strike a balance between the two by changing the output settings.
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Q10: What devices support DLNA?
A: General speaking, devices that support wifi will handle DLNA too. Some devices bring DLNA application, others need to download.
Q11: You told me Pavtube support 5.1 channel, why I don't have it on my videos?
A: Pavtube does support 5.1 channel. It's worth noticing that some tablets support 5.1 channel but you cannot get it. The reason for this is quite simple, the hardware of most tablets does not support the output of 5.1 channel .
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