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Matrix Astrology Software

Phone:
Phone Orders:
Call 1-800-752-6387
(352) 373-1504
Mon-Fri 8 AM - 5 PM EST

For Technical Support:
Call (352) 373-1504
Mon-Fri 8 AM - 5 PM EST

Mail:
Matrix Software
6212 NW 43rd Street, Suite B
Gainesville, FL, USA 32653  
 
Matrix Software > FAQ / Help

Frequently Asked Questions

General Questions and Sales


Updates and Upgrades


Installing and Activating Software


Technical Stuff


Privacy and Security


Q. How do I purchase Matrix Software?
There are five ways to purchase Matrix Software:

Use our Secure Shopping cart at this website
Toll Free: 1-800-752-6387 (or 1-800- 752-6387)
International Callers: 1-352- 373-1504
E-mail: kepler@astrosoftware.com
Mail: Matrix Software, 6212 NW 43rd Street, Suite B, Gainesville, FL, USA 32653

For shipping information, click here.
Q. Does Matrix Software have any Mac Astrology Software?
All programs created by Matrix have been designed for the Windows OS. Previously, the only way Mac people could use our programs was by employing a Windows emulation program, such as Virtual PC, Parallel/Windows, or VMWare Fusion/Windows.

Any new Mac you purchase comes with an Intel chip — so all you have to do is download the free Bootcamp software offered by Apple, then install Windows on the new partition. When you boot up your computer, you will choose which OS you want to use for that session.

Our sister company, Cosmic Patterns Software, has windows programs that run as native Mac programs with the use of a program called CrossOver Mac. See information about this software at website www.codeweavers.com
Q. What forms of payment are accepted?
Matrix accepts all major credit cards: MasterCard, Visa, American Express, Discover

Matrix will also accept Money Orders and International Money Orders, Personal Checks (U.S. Only). Note: personal checks will be cleared before order is shipped. All orders are U.S. funds.

Q. How long will it take to receive my software?
Most orders ship the same day during the regular business week if not definitely the following business day. Standard domestic shipping is USPS Priority Mail; allow 5 to 7 business days for delivery. US Express Mail and Federal Express are also available. Shipping rates varies based on your location.

International Orders: International Express Mail is available to most countries — allow 7 to 14 business days for delivery. Federal Express International is also available, allow 3 to 5 days for delivery.

*Get Your Software Now: For your convenience, many of Matrix Software's programs can be purchased as download. We do not have an automatic download however. When we receive your order, we will send you the download instructions along with the download link. If we receive your order in the morning during business hours, more than likely you will receive your order on the same day. If not, it will be processed the following business day.

Q. What are your business hours?
The Matrix Software Sales Department's regular business hours are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Time.

The Matrix Software Technical Support Department is open
Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Time. Technical support number: 1-352- 373-1504.

Please do not call our order line 800 number for technical support. If you do, you will be asked to call the above technical support number.

Online information is available 24 hours a day, seven days a week. Your email will be answered during business hours however.

Matrix observes all recognized U.S. Holidays.

Q. What is your refund or exchange policy?
Unopened packages may be returned for exchange or refund within 30 days of the purchase date. In the case of downloads, all purchased are final and not refundable.

Please note the compatibility requirements before purchasing any software — i.e., Windows vs. Mac, etc. Compatibility requirements can be found on the individual product pages.

All returns must be labeled with a valid Return Merchandise Authorization (RMA) number, which can be obtained from the Sales Department. Packages returned to us without a valid RMA will not be accepted. We do not accept unauthorized returns and all returns will be subject to a 20% restocking fee. This fee may be waived at our discretion. In the case of downloads, all purchased are final and not refundable.

We can be reached by phone at 1-352- 373-1504,, by e-mail at kepler@astrosoftware.com, or by using the Contact Us form on our website.

Q. How can I get on your mailing list? How can I be removed?

To be removed, please contact us by phone, mail, or e-mail.

For e-mails, please let us know the e-mail address and the type of e-mail you wish to stop receiving. If your e-mail is forwarded to another account, we must know the actual account where it is sent.

After we find the correct address, we will remove it by the next business day.

We can be reached by phone at 1-352- 373-1504, by e-mail at kepler@astrosoftware.com, or by using the Contact Us form on our website.

Q. I want to store my payment information between orders. Can I create an online account with you?
Not at this time. For security reasons, we do not store any customer information at our website. You must enter your payment details every time you make a purchase.
Q. What is Win*Writer? What is the difference between Win*Writer Professional and Win*Writer Express?

Win*Writer is the name of our series of personalized astrological reports. It is also the name of the program used to create the reports.

Each report is purchased separately, and can be accessed within the Win*Writer program. If multiple reports are installed on the same computer, they can be accessed through the same Win*Writer program. A copy of the Win*Writer program is included as part of each report writer purchase.

For most Win*Writer reports, we offer a Professional (commercial) version and an Express Personal version. To see the differences between the Professional and Express versions, please click here.

Q. How can I update or upgrade my software?

We use two terms that are similar: Updates, and Upgrades. Updates contain fixes to the current version of the program and it is free, while Upgrades are new version and new releases and it is not free.

If your software is version 5 or older, more than likely, you will be required to upgrade. That information is available through our Sales Department. You will be ask to provide us with a proof of purchase to get the upgrade price. Proof or purchase accepted are: Original Receipt, email with your name and list of program download links, or email with your name and list of programs with passwords.

To inquire if your product needs and update or upgrade, please call us at 1-352- 373-1504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. I just bought a new computer with a new version of Windows. How do I know if my existing software is compatible?

All Matrix programs version 4 or older are not guaranteed to work on any new Windows Operating System. We can no longer send the old version installer nor create an activation file for them.

If your Matrix program is version 4 or older, and if you purchased a new computer, it will be necessary to get the upgrade to the current version.

For specific questions about upgrades and updates, please call us at 1-352- 373-1504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. Can I upgrade my software from Express to Professional? What is the cost?

Yes! If you upgrade from Express to Professional, you are trading your rights to the Express version for a discount on the Professional version. The exception is Win*Star Express. If you upgrade from Win*Star Express to the regular Win*Star, you may continue to use your Win*Star Express program.

To upgrade from an Express program to a Professional program, you will receive a discount off the Full Price of the Professional program.

Upgrade orders must be placed by phone, or mail, as we do not currently offer upgrades at our website. All prices are subject to change.

You can reach us at 1-352- 373-2504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. Can I upgrade my software from an older version to a newer one? What is the cost?

Yes. A complete list of programs and upgrade prices are available from this page: http://www.astrologysoftware.com/pro/upgrade.aspx

Upgrade orders must be placed by phone, as we do not currently offer upgrades at our website. All prices are subject to change.

You can reach us at 1-352- 373-2504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. How do I install my software from a CD?

Most Matrix programs are sent with a small instruction booklet inside the case.

If you need help however, call us at 1-352- 373-1504 or send us an email to kepler@astrosoftware.com

Q. How do I download and install my software from the Internet?

This option is only available for version 6 or higher. If you have ordered software as a download, you will receive an e-mail with one or more links.

To download the program, just click on the link. A small window should appear, asking you to Save, Run, or Cancel. Please choose "Save" to save the setup file to your computer.

After a few moments, you should see a progress bar that shows the time remaining. After the download is completed, you will be prompted to Open or Run the setup file. Do this then follow the steps on your screen to complete the installation.

Q. How do I activate my software?

If you have version 4 or lower, we can no longer activate the old versions.

If you have version 6 or higher, send us an email or call the number below. All programs are licensed to use on one computer, one location, one user. If you exceeded the number of installation allowed, the activation file is automatically removed. If you have a problem with your computer and needs to re-install, let us know. Include your full name and home address when you contact us either by phone or email. We will need to locate and confirm your record first before we are able to help. Include details on why you need to re-install.

We can be reached by phone at 1-352- 373-1504, by e-mail at kepler@astrosoftware.com, or by using the Contact Us form on our website.

Q. I lost my CDs. How can I re-install my software?

This option is only available for version 6 or higher. Depending on the version, we may be able to send you free replacement downloads for your software. We maintain only the current shipping version.

If your software is old enough to require an upgrade, that information is available through our Sales Department. We do not stock or sell older versions of our software.

To ask about replacements or upgrades, please call us at 1-352- 373-1504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. What kind of Technical Support is available to me?

Purchase of your Matrix software entitles the registered owner of the software to free customer support for registered programs. Our technical support does not include free upgrades to your program.

Technical Support may be obtained by phone at (352) 373-1504 and via e-mail at kepler@astrosoftware.com

Please note the hours for Technical Support: Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Time.

Matrix observes all recognized U.S. Holidays.

Q. How do I find the version number of my software?

To find the version number for your program, just open the program and click on "Help," then "About." A new window will appear with your version number and our contact information. As a rule, higher numbers indicate newer versions.

Q. What are the minimum system requirements for the Matrix Astrology Software?
Please click here for a complete list of Hardware Requirements for Matrix Programs.
Q. I ordered software as a download. How do I make a backup?
You can back up your downloads by saving the setup file and burning that file to a CD-ROM; you can also copy the setup file to a USB flash drive or a portable hard drive. For instructions on how to back up your chart data, please click here.
Q. The link you sent me doesn't work. How do I fix this?

Some e-mail users find that their accounts will de-activate links or remove them entirely from e-mails, as a security measure. First, please make sure that you have added this address to your contact list or address book: Order@astrosoftware.com and kepler@astrosoftware.com

Next, check at the top or sides of the e-mail you received. Look for a button that says something like “Unblock” or “Show Content” or “Not Junk” or “Not Spam.” If you see such a button, click on it to approve the e-mail.

If you are trying to download any Matrix programs version 4 or older, the link to download is no longer available.

If you find that you still have difficulties, please call us at 1-352- 373-1504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website.

Q. How can I make sure that I receive all the e-mails that you send me?

Some e-mail users find that their accounts will flag this type of e-mail as "Spam" or "Junk" Mail. Others find that their accounts will just delete the e-mail without notifying them.

To make sure that you can receive e-mails from us, please add these addresses to the contact list or address book in your e-mail program:
      kepler@astrosoftware.com
      order@astrosoftware.com

Q. How do I update or edit my personal information at the Registered User Area?

Access to the Registered User Area has been discontinued many years ago. Therefore, please do not attempt to login there if you still have the link saved on your computer.

Changes to your customer data will be made by calling or emailing us. Include your old home address along with your new home address so that we can locate, confirm, and update your record immediately.

You may also call us at 1-352- 373-1504, e-mail us at kepler@astrosoftware.com, or use the Contact Us form on our website with any changes.

Q. How safe and secure is the shopping at astrologysoftware.com?

Matrix maintains our own secure servers and uses state of the art encryption and credit card processing for all orders. To further assure your security we do not retain credit card information on any orders placed at our website.

Q. Does this website use cookies or third parties to indirectly collect user information?

No personal information is gathered by Matrix or any other source without your knowledge and consent. If you are visiting from the website of one of Matrix Software’s affiliate partners we identify that source should you decide to make a purchase. No information is gathered without your consent. Any information you provide is confidential and is not shared or sold.

Q. What information does Matrix Software collect and how is this information used?

The information you provide to Matrix through our secure website is confidential. This information is used to process your request or order. Credit card information is encrypted and not retained in our files after processing your order. No customer information is sold, rented, or shared with outside companies.

Q. Whom should I contact if I have questions or concerns regarding the security or privacy policy?

If you have any questions about Matrix Software, the Matrix Software website or any of our products you may e-mail your question to kepler@astrosoftware.com, or call us at 1-352- 373-1504.


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