Account FAQ

Click on the links below to see the answer to the question. Contact the PGI webmaster for help with any problem not listed on this page.

What is a PGI account and why do I need one?

Your PGI account allows you to download software and manage any PGI products that you may have purchased. Accounts are created for new PGI customers or by signing up.

I forgot my password. How can I get a new one?

Of course. You only have to request a new password. Instructions and a link that will enable you to change the password on your account will be mailed to you.

I'm trying to change my password but your system says that it is too simple.

Passwords need to be at least eight characters in length and match three of these four rules:

• English uppercase character (A through Z)
• English lowercase character (a through z)
• Base 10 digits (0 through 9)
• Special characters (Examples: !, $, #, %, etc.

I want to login but I never received the password for my account.

It is very likely that your account was never activated, which is why you don't have a password. All you have to do is request a new password. Instructions and a link that will enable you to activate your account and set the password will be mailed to you.

How do I download PGI software?

Please follow these steps.

1. Login to your account. Your user name is your email address. If you don't know your password, then see the top of this page. If you need an account, then sign up.
2. Click on the "Download software" link.
3. Select the software product that you want or need, agree to the PGI End-user License, and then click the "Download" button.

The download of the product that you requested should begin. Save the file somewhere on your local computer, and then install it.

Why does my order have a PIN and a PIN code? What's the difference?

All PGI orders are identified by a Product Identification Number, or PIN. When contacting PGI for support, please provide this number.

Each PIN has a corresponding PIN code. The PIN code is only used to tie the PIN to a PGI account. PINs are initially tied to the account of the person who purchased the software, which allows that person to manage the license keys. If that person wishes to delegate that role to someone else, they simply need to provide the PIN code to that other person.

How do I tie a PIN to my account?

Please follow these steps to tie a PIN to your account.

1. Login to your account. Your user name is your email address. If you don't know your password, then see the top of this page. If you need an account, then sign up.
2. Click on the "Tie a PIN to this account" link.
3. In the next window, enter the required PIN code and click the "Tie PIN to account" button. You can get the PIN code from the original order confirmation that was sent to the person who purchased the PGI product.

To return to the account options page, click the "My Account" link near the top right side of the page.

What does it mean when I see "Voided PIN"?

A voided PIN is a PGI license that is no longer valid. The license may have been upgraded to a new license or invalidated for other reasons. You must cease using any/all license keys generated with a voided PIN, in accordance with the End-User License Agreement.

How do I generate permanent license keys?

Please follow these steps to enter the online license key system.

1. Login to your account. Your user name is your email address. If you don't know your password, then see the top of this page. If you need an account, then sign up.
2. Click on the "Create permanent keys" link.
3. In the next window, select the PIN for which you wish to create a license keys. You will be placed into the license key management application.

To return to the account options page, click the "My Account" link near the top right side of the page.

How can I find out more information about my original order?

Purchase and order information is available for each PIN. Follow these steps to access it:

1. Login to your account. Your user name is your email address. If you don't know your password, then see the top of this page. If you need an account, then sign up.
2. Click on the "Manage PGI products" link.
3. In the next window, a brief summary of each order is displayed.
4. Click on the PIN in the left-most column for a detail view of the order detail.

To return to the account options page, click the "My Account" link near the top right side of the page.

When I try to sign up, I get a message that my email address is excluded. What does this mean?

Many popular websites provide anonymous email accounts. Due to U.S. export laws, PGI is responsible for verifying the identity of anyone using its software. For this reason, we chose to exclude registrations from certain domains that provide such accounts.

Why do I have to activate my PGI account?

Upon a successful registration, an email message with the subject of "Please activate your PGI account" was sent to you. Clicking on the link that was included in that message lets us know that you received this information. It also verifies that you can receive email from PGI.

When I try to activate my account, I get a message that the URL specified was incorrect.

That message means that the activation link that was sent to you isn't working for some reason. All you need to do is to request a new link.

My email address has changed and I need to change my PGI account name.

Please sign up again with your new email address. If you have PINs tied to the old account, then as a courtesy we will move them to your new account. After you've activated the new account, simply send a request to PGI webmaster. Make sure to include the old and new email addresses.

Can you please stop sending me email?

Please follow these steps to update the mail preferences for your account.

1. From My Account, click on Update account. You may be asked to login to your account.
2. Click on Modify email preferences.
3. Your current selections are displayed. Make any changes, and then click the "Update preferences" button to update your account.

Any mail that is sent from the PGI website always follows the mail preferences on your account.

When I try to login, I get a message that cookies must be accepted. What does this mean?

The PGI account system needs to write a small amount of non-personal information to a cookie. If you are seeing this message, then you are probably blocking cookies in your browser or are using a very high level of security. Or, the login page has expired from your browser cache and needs to be reloaded in your browser before trying to login.

When I try to login, I get a message that my account is locked. What does this mean?

To comply with laws and regulations applicable to its products and services, PGI requires certain information on all registrants. Incomplete information may result in the account being locked, even after the account has been activated.

If you would like more information about why your account was locked, or if you have other questions about this policy, please contact the PGI webmaster.

I have JavaScript turned off and your website doesn't work right. Can you fix your website?

If you have JavaScript turned off or are using an extension like NoScript for Mozilla Firefox to block the running of scripts, then you are going to have to enable JavaScript or allow the scripts to run. Very few pages on the website actually require JavaScript, but where used, it is necessary.

Why was my download denied?

In order to balance the needs of everyone who use PGI web services, we have been forced to restrict the number of simultaneous downloads of our software products. Webservers can only handle a finite number of simultaneous connections. Too many open connections means that no one will be able to connect to the website.

During high-use times such as releases, the PGI webserver may only allow a single download per PGI account. You might also be using a download accelerator with your web browser. Download accelerators work by opening multiple connections to a webserver. To successfully download our software and allow others to do so, please disable your accelerator or at least limit the number of connections to less than five.

PGI reserves the right to employ bandwidth limits or deny logins to anyone who mis-uses their account by excessive downloading.

I get the message that the PGI webserver is experiencing technical difficulties. What's going on?

This specific error message is pretty unusual. It means that a web application could not connect to the local database server that manages accounts.

I use Internet Explorer. When I browse through your site, I continually get this annoying dialog box telling me that your pages contain both secure and insecure items.

If you would like to turn this message off for all websites, then the following recipe works.

Navigate to Internet Options. Under the Security tab, click on the Internet icon, then click the Custom Level button. One of the settings about half way down will be "Display mixed content". Select "Enable" under this option and that annoying dialog box should never show up again.

I'm having problems with your website. Help?!

Although the PGI account system is well-tested, problems can occur, especially given the breadth of operating systems and web browsers that are in use on the Internet. If you're not using the latest version of Microsoft's Internet Explorer or Mozilla Firefox, you probably want to upgrade. Or, try using another browser on your computer.

If you want to report this problem, please send mail to the PGI webmaster. In order to properly diagnose the problem, please include the following:

1. The URL you were accessing
2. Any error messages that are displayed
3. The type and version of the web browser that you were using
4. The operating system on the computer where the browser is running