How may we assist you?
Where can I retrieve my lost license key?
Our online shop is handled by the 3rd party eCommerce provider "MyCommerce/DigitalRiver" (formerly "ShareIt") who receives payment and sends the license key(s) for your online purchases. This company is your contract partner (we, Bartels Media, are the manufacturer but not the vendor).
You have received your license with the delivery email coming from "ShareIt/MyCommerce/DigitalRiver". Please browse your email inbox for any of these sender names.
If you cannot retrieve the delivery mail from your email inbox:
- Visit the MyCommerce Shopper Support webpage.
- Log into your account. If you don't know your login credentials you can request them on that page (We do not have them as we are not the vendor).
- Retrieve your purchase information.
On how many computers can I use a PhraseExpress license?
Licensing depends on the installation variation:
- Stand-alone installation: If using PhraseExpress without using a SQL/PhraseExpress server, one license can be used by one person on up to three computers on which you use the same user name. On Windows, the "user name" is the "Windows user name" (this is not the Microsoft account name). On a Mac, the "user name" is the "Apple account name" (this is not the log in name). Each person requires a separate license. The actual user name that PhraseExpress uses for licensing is shown in the " " window.
- Portable mode: If running PhraseExpress from a USB stick, the license key is bound to the USB stick, which you can use on any number of computers.
- Client-/Server: If using PhraseExpress with a SQL/PhraseExpress Server, you need a separate license for each user connection to the server. The user can be identified by his or her user name or by the combination of user name and workgroup, or by the combination of user name, workgroup and computer name.
Licenses for Windows, macOS or iOS are separate purchases.
Can I use macros with the iOS App?
The Professional Edition of the iOS App supports a selection of macro functions of the desktop edition for Windows and Mac.
Macro functions are created in the PhraseExpress desktop client. You can’t create macros on the mobile device.
All phrases are lost
Don't panic! It is unlikely, that phrases are lost (unless you uninstalled the App and confirmed to delete all associated data).
If using iCloud Drive, open the Apple "Files" App and open the folder labelled "PhraseExpress".
Does the file show a cloud tag with an arrow-down icon? Then tap the file "phrases.pxi" to trigger downloading the phrase file from your cloud account to your device.
Then close and relaunch the PhraseExpress App.
Hope this helps.
Is the license a subscription?
No, the software is no subscription but a single purchase with a one-time payment. There is not recurring payment.
Can I use licenses on Mac and Windows at the same time?
You can use a license key for either Windows or Mac but not at the same time.
The license can be moved from Windows to Mac (or vice versa) at any time.
Does the software require an internet connection?
In regular use, our software does not need an internet connection.
An internet connection is used in following cases only:
- The license key registration requires an internet connection for just a few seconds. This is a one-time procedure. We offer an offline licensing option for large volume installations.
- Optional: Our software can occasionally check for updates and download updated versions.
- Optional: Our software PhraseExpress can use the external language translation service DeepL which requires an internet connection.
If you don't make use of any such feature, you can safely block our software in your firewall.
Under no circumstance does our software send any confidential and/or sensitive information to us or anywhere else. Our company resides in Germany, in a country with one of the strictest data privacy laws in the world.
Are licenses valid life-time?
Yes, licenses are valid life-time for all software versions which are released during your maintenance term.
Make sure to keep a local backup of your software installation file as we do not maintain a repository of older software versions.
Only maintenance (free updates, upgrades and new versions) expire after the end of the selected maintenance term, but you can continue to use your existing installation without expiration.
Can I transfer a license to another user?
Yes, you can deregister your license key from one installation for use with another user name as often as you want.
You can also move the license from a Windows installation to a Mac installation (and vice versa).
How to renew maintenance?
Mac only: PhraseExpress doesn't work or crashes
if PhraseExpress doesn't work at all, shows the spinning rainbow wheel (busy indicator) or even crashes all the time, macOS security & privacy settings may block PhraseExpress if you skipped to make the essential important security settings in macOS for PhraseExpress.
Solution: Configure PhraseExpress in the macOS security settings as described in chapter "Installation".
Important: Apple seem to have decided that you must reconfirm these security settings after each PhraseExpress update. Unfortunately, it seems that there is nothing we can do about this inconvenience.
What is maintenance?
Maintenance is much more than just updates.
It includes any update, upgrade and also major new version with new features we release within the maintenance term.
- Licenses do not expire and are valid life-time.
- Licenses are no subscription and there is no recurring payment.
- If a new version should be released just a few months after your purchase, you don't need to purchase an upgrade. Instead such upgrades are free for you and included in your maintenance at no extra cost.
- If you renew maintenance, you get additional discount.