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Order Information

Technical Support

Download Information

Returns and Refunds

Privacy and Security

License Information

Other Information

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Order Information

My Order History
PGP Corporation recently converted from an externally hosted vendor to internally hosting the PGP Store. While all order records have been maintained, orders placed before March 10, 2008 are not currently available online. If you have any questions about your order please contact us by clicking here or calling our PGP Customer Service Department. Customer Service is available in the U.S., Canada and U.S. Virgin Islands toll free at 888 278 4589 or direct at +1 801 938 5014. Outside the U.S., Canada or U.S. Virgin Islands Customer Service is available at +1 801 938 5014. Hours of operation are 7:00am to 6:00pm, Monday through Friday, U.S. Mountain Time.

European customers can call Customer Service at +49 69 8383 1089 from 8:00am to 5:00pm, Monday through Friday, GMT-CET.

What is my order status?
Please sign in to view your order information. If you have placed any orders with us after March 10, 2008 you can view your orders here.

What payment methods do you accept?
UK

  • Visa
  • MasterCard
  • American Express International

Europe

  • Visa
  • MasterCard
  • American Express International
  • Carte Bancaire (France only)
  • Carte Bleue (France only)

North America and all other countries

  • Visa
  • MasterCard
  • American Express
  • JCB

You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

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When will my credit card be charged?
Your credit card will be charged the same day your order is placed.

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How will the charge show up on my credit card?
The exact wording may vary depending on your credit card. However, each charge should include "PGP" as well as the customer service number to contact if you have any questions:
North America and other countries: PGP +1 801 938 5014 +1 888 278 4589
United Kingdom: PGP + 49 69 8383 1089

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Do I have to pay sales tax?
We charge applicable sales tax for orders in the following states:
Arizona,, District of Columbia, Illinois, Massachusetts, Michigan, Minnesota, New Jersey, New York, Ohio, Pennsylvania, Texas, Utah, Washington, and Wisconsin.

Pursuant to the Digital VAT Directive, as of 1st July 2003, European customers will be charged VAT (Tax) on all downloadable digital products and services, including software.

Countries covered by this tax include: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden, United Kingdom, France, and Sweden.

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I need a copy of my invoice
Please sign in to view your order information.

If you have previously placed orders with us you can view them here.

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I Forgot my Credit Card Number
If you no longer have the last 4 digits of your credit card or your Order Number, you may contact Customer Service by clicking here.

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Can I order without a credit card?
We are sorry for the inconvenience, but orders must be placed with a Credit or Debit Card.

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What address should I enter in the payment information page?
For credit card verification, you must enter the address exactly as it appears on your credit card statement – this is your Bill To address. Where you physically work or live is your "office/home address"

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Why do you need my Office/Home address for software I am going to download?
US Federal Government export control policies restrict the locations where we can sell PGP products since they are considered “munitions” quality. In order to satisfy government regulations we must provide the address where you work or live.

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Should I put spaces or dashes in the Credit Card number?
It does not matter – you may enter all numbers or place spaces or dashes between the numbers.

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Step-by-Step Ordering Instructions

  1. Shop the site for the product you want.
  2. Click on the product for more detailed information.
  3. Select the item by clicking on the associated Add to Cart button.
  4. Update the quantity by entering the desired amount in the box labeled Quantity and clicking Update.
  5. If you need to start over, click the next to each of the products within your cart. Once all of the products have been removed click on "Continue Shopping" or any product in the right hand navigation bar to continue looking for your desired products.
  6. When you are ready to checkout, click Checkout.
  7. Enter your Office/Home address, Bill To address (if different from Office/Home) and payment information.
  8. Verify your order, address and payment information and order total, including applicable taxes.
  9. Click Place Order.
  10. Upon placement of your order, print and save your confirmation.
  11. You will receive an email within 30 minutes with your Activation Code and link to the PGP download server. PGP products are available via download only, no physical product or disks are provided.

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Technical Support

I need technical support for my product
For assistance with the installation, use, or uninstallation of your PGP product, please contact Product/Technical Support at https://support.pgp.com/. A PGP Support account has automatically been created for you at this website. Your Login ID and Default Password were emailed to you as part of a separate email that should have arrived after your purchase confirmation.

If you have any questions about your order please contact us by clicking here or by calling our PGP Customer Service Department at 888 278 4589 or +1 801 938 5014. Customer Service staff is available from 7:00am to 6:00pm, Monday through Friday, U.S. Mountain Time.

For customers calling from outside the U.S., Canada and U.S. Virgin Islands please call us at + 49 69 8383 1089. Customer Service staff is available from 8:00am to 5:00pm, Monday through Friday, GMT-CET.

PLEASE NOTE: PGP's Customer Service Staff is available for non-technical help with e-commerce, refunds, renewals, licensing, and download questions. Customer Service does not provide pre-sales or Technical Support.

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Why do I need to accept cookies?
Cookies are placed on your browser for your convenience, and the Commerce System we use depends on cookies. When you place an order, information is written onto your hard drive. The next time you place an order; the system recognizes who you are and automatically enters your information into the form.

Because cookies are read from your hard drive, some people think this means they allow access to all the information on your computer. Our ecommerce system encrypts all cookies and they cannot be read by any other web page. The cookies contain no personal information, just a unique identifier for our system to recognize your browser.

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Are cookies a security risk?
No. Because cookies are read from your hard drive, some people think this means they allow access to all the information on your computer. Our ecommerce system encrypts all cookies and they cannot be read by any other web page. The cookies contain no personal information, just a unique identifier for our system to recognize your browser.

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How do I set up my browser to accept cookies?
If you are using Internet Explorer 6+, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Privacy tab. The default browser setting is medium, which allows you to accept cookies. To change this setting, move the slider to determine which setting you prefer. If it has been set to Custom, click the Advanced button and choose Accept Cookies.

If you are using Internet Explorer 5.x, go to the Tools menu and select Internet Options. Within the Internet Options window, select the Security tab. Select Internet, then Custom Level. Scroll down to Cookies and choose Enable.

If you are using Netscape 7+, go to the Edit menu and select Preferences. Double-click the Privacy & Security category, select Cookies. Set your Cookies preferences. If you are using Firefox, go to Preferences and select Privacy. Choose "Accept cookies from sites."

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Download Information

How do I get my license key?
Attached to your order confirmation letter is a PDF file that includes your license key (same as the "license number"). This license key is also listed on the page from which you may download your software – see "How do I download." For Online Installation Instructions or licensing assistance please visit PGP Support.

How do I download?
To download the PGP Desktop 9.x software, please follow these steps:

  1. In your PGP order confirmation email, locate the portion of the email which says “You may download your product from this location:” and click on the link.
  2. Often the link in the order confirmation email is long enough to wrap to multiple lines. Depending on the email application you use, it may be in separate parts, so that only the first part is activated when you click on it, causing an error. To avoid this, copy and paste the entire link into your web browser's address bar. You may need to copy each part and paste them together.
  3. When the PGP website loads, click Download. If the download doesn’t start within a few seconds, this may be due to a pop-up blocker. If you are using a pop-up blocker, please hold down the Ctrl key while clicking the Download button.
  4. Choose to save the file to disk, and then specify a location for the downloaded file.
  5. Click Save to begin the download.

  • PGP Customer Service recommendation: Save your PGP order confirmation email! Your PGP order confirmation email contains your download link, as well as your license number—both of which are necessary if you ever need to re-download or reinstall PGP Desktop.

If you have any difficulties with your download, or if you did not receive a PGP order confirmation email, please contact us by clicking here or calling our PGP Customer Service Department at 888 278 4589 or +1 801 938 5014. Customer Service staff is available from 7:00am to 6:00pm, Monday through Friday, U.S. Mountain Time.

For customers calling from outside the U.S., Canada and U.S. Virgin Islands please call us at + 49 69 8383 1089.Customer Service staff is available from 8:00am to 5:00pm, Monday through Friday, GMT-CET.

For more information on downloading your software, please refer to the following articles in our Support Knowledgebase:

HOW-TO: Download and Install PGP Desktop 9.x for Windows

HOW-TO: Download and Install PGP Desktop 9.x for Macintosh

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Where should I put the downloaded file?
You can download the file to anywhere on your computer, just remember the location where you saved it, and the name of the file. If you choose Desktop it will be easier for you to install the product once you have completed the download.

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What will happen when I download?
Once the download starts, you will see a box pop up with a status bar, and a percentage that will climb to 100%.

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What if the download stops before it is complete?
This site provides downloads that adhere to the HTTP 1.1 specification that allows for re-startable downloads. Therefore, if your download stops or is interrupted before it is complete, simply press the begin download button again and the download should resume where it left off.

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The download has finished; where do I find it?
The best way to know where your download saved is to pay close attention to the "Save As" window at the beginning of the download process. Once you have clicked the download button and selected the option to save the file, you will see the "Save As" window, which shows exactly where your downloaded file will saved on your computer.

Tip: To easily locate the file after it has been downloaded, choose Desktop for its download location.

If you know the name of the file, you can search for it on your computer. The file name should include "PGP" and end with ".gz" or ".zip". For example, "PGPDesktop981_MacOSX.tar.gz" or "PGPDesktop981_Win32.zip". Do not rename the downloaded file; doing so may cause installation problems.

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What happens after I download?
After the download has complete, go to the location where you saved the file and double-click the new icon to start the installation. For online installation instructions or licensing assistance please visit PGP Support.

For more information on downloading your software, please refer to the following articles in our Support Knowledgebase:

HOW-TO: Download and Install PGP Desktop 9.x for Windows

HOW-TO: Download and Install PGP Desktop 9.x for Macintosh

How do I re-download software that I have purchased?
To re-download software you have purchased, open your PGP order confirmation email, locate the portion which says "Download your product(s) here", and click on the link. Alternatively you may go to: http://customers.pgp.com/ and enter your Order Id and License Key.

For more information on downloading your software, please refer to the following articles in our Support Knowledgebase:

HOW-TO: Download and Install PGP Desktop 9.x for Windows

HOW-TO: Download and Install PGP Desktop 9.x for Macintosh

Still more questions? Back to Main Help Page

My license key is not working.
Please read: http://support.pgp.com/?faq=990.

Returns and Refunds

What is your returns policy? How do I request a refund?
PGP has a 30-day, no questions asked, refund policy. To request a refund:

  1. Go to Order History.
  2. From the Order History page, select the order you wish to return.
  3. On the Order page, select Request Refund.
  4. Complete the Electronic Letter of Destruction form and submit it to PGP Corporation.
  5. Please note that your entire order must be returned to be eligible for a refund. We cannot accept return requests for individual items. Please allow up to three business days for the approval of your refund request.


If you placed your order prior to March 10, 2008:

In North America you may contact an Online Store Representative by clicking here or by calling +888 278 4589 or +1 801 938 5014, 7:00am - 6:00pm MST Monday - Friday, excluding holidays.

In Europe you may contact an Online Store Representative by clicking here or by calling + 49 69 8383 1089, 8:00am - 5:00pm GMT Monday - Friday, excluding holidays.

When will the credit appear on my card?
Your refund credit will appear on your card within 7 - 10 business days of PGP Corporation completing your refund request. The timing is controlled by the bank that issued your credit card and is out of PGP Corporation’s control once we approve and submit the refund request. When we have approved the refund request you will see the status of your order changed to "Refunded".

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What is your warranty policy?
You may download a fresh copy of PGP Software anytime within the first 12 months of your purchase or thereafter if you have a current maintenance or software insurance policy. Just go to _ http://customers.pgp.com/ and enter your Order Id and License Key. The PGP Online Store provides a 30 day warranty against defective products. The PGP Online Store does not provide refunds for non-defective software or software downloads. Defective software may be reported for replacement only. The replacement product will be the same title and version as the original product purchased.

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Privacy and Security

What is your privacy policy?
To read the PGP Online Store Privacy Policy, click here.

License Information

Perpetual
A PGP Perpetual License with PGP Support entitles the customer to use the designated PGP software indefinitely, plus receive all Upgrades and Updates to the licensed software during the valid PGP Support period. One year of PGP Bronze Support is included with the online purchase of a PGP Perpetual License.

PGP Bronze Support provides customers with access to PGP Support Engineers and the PGP Support Site. PGP Support Engineers are available through interactive chat, private forum, and credit card telephone support. PGP Support must be renewed annually.

Subscription
A PGP Subscription License entitles the customer to use the designated PGP software during the subscription period designated on the order, typically 1 year. Customers choosing Subscription Licenses receive the current version of PGP software and all Upgrades and Updates to the licensed software during the subscription period.

Software insurance
A PGP Perpetual License with Software Insurance entitles the customer to use the designated PGP software indefinitely, plus receive all Upgrades and Updates to the licensed software during the valid Software Insurance period; Software Insurance must be renewed annually. Currently, the annual cost of renewing PGP Bronze Maintenance is approximately 15-20% of the Perpetual License cost.

Bronze Support
PGP Bronze Support provides:

  • Access to PGP Support Engineers by Chat, Private Forum, and Pay-Per-Minute Credit Card Phone Support; available 12:00a.m-5:00p.m., Monday–Friday MST.
  • Full access to the PGP Support Portal
  • Established response service levels and escalation process

Renewals

Renewals
You will receive an email notification approximately 30 days before expiration of your Subscription, Software Insurance or Maintenance agreement. Included in this email is a link that takes you to a pre-populated shopping cart.

As you check out you may update your personal information. However, you cannot change the quantity or the specific product in this “locked” shopping cart. If you would like to purchase additional products, please start a new shopping session.

Other Information

Anti-Virus Compatibility
PGP Desktop has been thoroughly tested to ensure it operates with leading anti-virus software programs. For more detailed information about supported configurations, please refer to the PGP Knowledgebase.

Promotional Codes
PGP Corporation will occasionally provide Coupon Codes to existing and/or potential customers. If you wish to use a valid Coupon Code you have the opportunity to enter that code at the Verify Page – the last page you review before placing your order.

Still Need Help?

Pre-Sales Product Questions
Have questions about our products?
Ask our product experts at:
1-888-515-5047

Still more questions? Back to Main Help Page

Contact Customer Service
For non-technical issues, such as purchasing a product, or if you have a question about an existing order, you may contact an Online Store Representative by clicking here or calling our PGP Customer Service Department at 888 278 4589 or +1 801 938 5014. Customer Service staff is available from 7:00am to 6:00pm, Monday through Friday, U.S. Mountain Time.

For customers calling from outside the U.S., Canada and U.S. Virgin Islands please call us at + 49 69 8383 1089. Customer Service staff is available from 8:00am to 5:00pm, Monday through Friday, GMT-CET.

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