Support for my subscription
Subscription support
For information about subscriptions please review the FAQs below.
Log into your account with the email address and password you created in the checkout.
Go to My products > Manage preferences > Manage licenses to assign who will be using the license(s).
The assigned user(s) will receive an email with information to get started with their specific product.
If you need any assistance using your product, our Technical Support team will be able to help you. Please contact us.
You can buy up to 5 licenses via the online store. If you need licenses for a larger group, contact us.
The auto-renewal plan simply means that we automatically process payment for your product, depending on the subscription you purchased. This is the most convenient option, as you can continue to use your product without any service interruption. Our products have the auto-renewal plan switched on as default, but you can change this setting at any time. Simply log into your account with the email address and password you created in the checkout, select your product and go to the Manage subscription page to manage your preference.
If you disable your auto-renewal plan, your license(s) will continue through the end of your current term but you will not be automatically renewed. If you’d like to continue using your product, you will need to manually renew your license(s) in order to keep your product active. We will remind you via email when your subscription is coming to an end, and you will be able to follow a link through to the checkout and complete a purchase for a new subscription term.
To cancel your subscription, please log into your account with the email address and password you created in the checkout.
Select your product listed under My products and use the Manage preferences > Manage subscription option to turn the auto-renewal plan off. Alternatively, select your product under My products and click Manage preferences > Manage licenses. Select all licenses listed, and click Cancel licenses. This will turn the auto-renewal plan off.
You will enjoy continued access to your product for the full term of your existing subscription, but you will not be billed at the end of this period. If you’d like to continue using your product, you will need to manually renew your license(s) in order to keep your product active. We will remind you via email when your subscription is coming to an end, and you will be able to follow a link through to the checkout and complete a purchase for a new subscription term. If you’d like to re-activate auto-renewal before the subscription is cancelled, you may do so by simply turning the auto-renewal status back on.
If you need assistance with this process, please contact us.
You can change your personal information like email address, saved address(es) and payment details by logging into your account and visiting the My account section.
If you need to update the credit card associated with your ongoing payments, please log into your account. Once logged in, you will be able to add, remove and change the default payment method under the My account section. Your next automatic renewal will be billed against the new card information you entered. If you need assistance with this process, please contact our support team. For security purposes, your credit card number should never be sent via email.
If you forgot your password, go to https://shopaccount.nuance.com/ and click Forgot password. You will receive an email with instructions to reset your password. Log in with the new password.
Please log into your account and double check that the licenses and payment details are up to date and all user information is accurate.
If the user forgot their password, they can use the Forgot password process within the product interface (where applicable). If issues persist, please log into your account. Select your product, and click Manage licenses. Click the Resend email button for the assigned user. This will require the user to set the product up again, and will provide a new temporary password within the process. If you need further assistance, please contact our support team.