Support for my order

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

There are many possible reasons for a credit card not being accepted:

- The card is expired.

- You have reached or exceeded your credit limit.

- You have exceeded your daily charge limit.

- A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.

For purchases of downloaded products, your credit card will be charged within a day of the completion of your order.

For purchases of physical products, if you purchased using a credit card, you won't be billed until your product is shipped. This includes any backordered products. If your items are shipped separately you will be billed each time a product is shipped.

If you have preordered a digital or physical product using a credit card, you won’t be billed until the product is released and/or shipped.

Please note that online statements for credit cards and debit cards may display a pre-authorisation of funds immediately after purchase. Pre-authorisations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days for credit cards and 7 business days for debit cards. If you need assistance removing a pre-authorisation from your card transaction history, please contact your bank or financial institution.

The charge for your order will appear on your credit card as: "DRI*Nuance"

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout.

The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order. A national VAT rate will be applied on physical goods for customers based in EU countries. This VAT may not be shown as a separate charge during checkout and may instead be included in the product price (VAT inclusive pricing).

If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. Please enter your VAT exemption number when prompted during the purchase process. To be prompted for a VAT exemption number, be sure to enter a Company Name when entering your billing information. When your VAT exemption number has been validated, your VAT will be automatically updated to zero, if applicable. In the event that your order does not qualify for VAT exemption, we will not be able to remove this charge from the order.

Instructions are provided during the checkout process for any tax-exempt individuals and entities.

If you are based in the UK, since the Brexit transition period ended on 31st December 2020, the UK is no longer part of the European Union Customs Union (EUCU). The products available for purchase from Nuance are stored in the EU and therefore will cross the new UK-EU Customers Border in order to reach you, this may result in changes to the duties you pay on your order and how you pay them. Orders above £135 are subject to VAT and import/customs duties payable on delivery. The courier delivering your order will contact you with further details prior to delivery. Courier partners have been empowered by the UK Government to collect taxes for imports from the EU and will be in contact to collect payment. Deliveries will not be completed until payment is made.

You can retrieve your invoice from the Order Confirmation email you received, or by logging into your account.

You will receive an email notification once your order has shipped.

Once your order has shipped you will receive an email with tracking details. Please be aware that some shipping methods do not come with tracking information.

You can find a list of countries we are able to ship to displayed in the shopping cart during the purchase process.

If you are based in the UK, since the Brexit transition period ended on 31st December 2020, the UK is no longer part of the European Union Customs Union (EUCU). The products available for purchase from Nuance are stored in the EU and therefore will cross the new UK-EU Customers Border in order to reach you, this may result in changes to the duties you pay on your order and how you pay them. Orders above £135 are subject to VAT and import/customs duties payable on delivery. The courier delivering your order will contact you with further details prior to delivery. Courier partners have been empowered by the UK Government to collect taxes for imports from the EU and will be in contact to collect payment. Deliveries will not be completed until payment is made.

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them.

Refer to your original order confirmation email or for users with a subscription please check your product activation email

If your product requires a serial number you can find it in the Order Confirmation email that was sent to you when you submitted the order.

First, make sure you have the correct serial number. You can get your serial number from the Order Confirmation email that was sent when the order was submitted, or by logging into your shop account.

Second, please note that serial numbers are usually case-sensitive. Make sure you are entering your code in the right case.

If you have verified that the code you've entered is correct and you're still having difficulties, please contact Technical Support

The Nuance Store by Digital River offers a 30-day money back guarantee on most products.

Subscriptions are ineligible for a refund. If you would like to cancel the automatic renewal of your subscription, please click here for instructions.

To request a refund, contact Customer Service.

Your funds will appear in your account within 5 to 7 business days once your refund has been granted.

Privacy policy

We take your shopping safety very seriously. You can shop with confidence knowing that we have taken steps to ensure you are protected when you order through any Digital River network member. So, you can rest assured when shopping with us because the Digital River Secure & Virus Free Protection provides you with shopping protection and peace of mind!

Here are the details:

You pay nothing if any unauthorised charges are made to your card as a result of shopping with us.

Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank holds you liable for any of this $50.00, Digital River will cover your entire liability, up to the full $50.00. Digital River will cover this liability only if the unauthorised use of your credit card resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with their reporting rules and procedures and provide Digital River with reasonable requested supporting documentation.

100% of software downloads available through Nuance have been scanned for viruses.

In the unlikely event your software downloaded from a Digital River network member contains a virus, Digital River agrees to either replace the affected software or refund the purchase price plus any shipping costs associated with the affected software. Digital River's liability is limited to the replacement or refund of only the virus-infected software downloaded from a Digital River network member. Digital River will cover this liability only if the virus resulted through no fault of your own from purchases made through a Digital River network member while using the Digital River secure server. Digital River does not assume liability for any costs associated with repairing or replacing any computer components, hardware, additional software, computer files, or any other costs associated with repairing, replacing, or removing virus-infected files from your computer.

All information that you provide while shopping is encrypted.

Because we accept sensitive information from shoppers (name, mailing address, credit card number, and so on) Digital River uses VeriSign® Secure Socket Layer (SSL) technology to protect personal shopper information. This logic encrypts data being sent and received using high-level encryption technology. This technology assigns undetectable codes to data transmissions that only our server and shoppers can validate. This ensures that no external party can view the data.

Our commerce system is cookie dependent. We use cookies to track products in your shopping cart, as well as discounts and other attributes of your order. The cookie identifies your cart contents (products, discounts, etc.) or order information (billing and personal information is not saved in the cookie). Each time you make a purchase on the site, the cookie is used to speed up the checkout process and enhance your shopping experience.