Frequently Asked Questions


  • As of 2014, our software currently is not 64-bit compatible. With the type of applications we offer, 64-bit support is not required. It will not make the app run faster or better.

    Despite it not being entirely necessary, we plan to introduce 64-bit support gradually over the next two years.

  • Apps submitted to the App Store must utilize all of Apple's latest technologies, and contain very little backward compatibility.

    Due to this, we have often compiled a separate App Store version that relies on newer technologies while sacrificing overall compatibility. Please download our retail versions of the apps if you are running an older operating system or desire the functionality Apple made us remove from the App Store Edition.

  • You have accidentally downloaded the retail version of the app instead of the App Store version! Please see our other FAQ entry about moving from the App Store Edition to the Retail Edition.

  • Being on an automatic subscription plan gives you a reduced price every year to get the latest version of the app. The condition of this subscription program is that if you cancel the subscription, the license will expire one year from purchase and you will no longer be able to unlock the product. Cancelling a subscription does not automatically invalidate a license. It will continue to function as expected until the expiry date.

    To cancel a subscription, please follow the instructions on this page:
    https://www.paypal.com/selfhelp/article/FAQ2058

    PayPal often changes URLs on their server. But the last time we checked, after logging into PayPal.com, users can manage subscriptions here:
    https://www.paypal.com/ca/cgi-bin/webscr?cmd=_manage-paylist

    We do not offer refunds for subscription plans. Please ensure that you cancel your plan BEFORE the renewal date if you no longer wish to use the software.

  • The e-mail address on an account (which is also used as the login name) can be changed after logging in. Under the "Details" area of your account, click the "Change E-Mail" link.

  • If for some reason you've wound up with two Koingo accounts, just contact our support team, and we can merge the two together for you!

  • Unfortunately, Apple does not have any mechanism for importing customers into the App Store for developers. The App Store may be convenient, however, Apple has made us strip down our apps in their store. The retail versions are much more feature-rich.

  • Purchasing this software unlocks any limitations in the trial and prevents the application from expiring after fifteen days. Supporting shareware is the best way to encourage continued development.

    Our products come in a variety of different licenses to suit everyone's individual needs. The description of all of the different license types is available in this online help. Additionally, pricing for each product can be found on their respective product pages. For reduced student pricing, please Contact Support.

    1. Visit page for the program via the "Products" tab on our web site.
    2. Download and install the trial edition of the program by clicking the Download button.
    3. Access our online store with your web browser.
    4. Choose the program, license, and method of payment and proceed to checkout.
    5. Unlock (register) the product using your e-mail address and, if applicable, license code.

    After order approval (which may be anywhere from instant to up to a week, depending on the order process chosen), two messages will be sent to the e-mail address used during the transaction.

    The first is the receipt from the processor (Kagi, PayPa, and so forth). The second will be from us notifying you the licenses have been entered into your account. Keep both of these for your records.

    If an e-mail from us is not received within one week of order approval, login to the account page on our web site with the e-mail address used during purchase. All licenses attributed with the account are shown under the Licenses area.

  • There is currently someone online pretending to work for Koingo Software offering people a paid employment position at our business with benefits if they send them money. This is not us. This is a scam. Please report this to your local authorities and do not reply to them.

  • All older versions of our current products can be downloaded on their respective product pages. Visit the page by clicking the "Products" link at the top of our site, and choosing the app. Then, press the Download tab and scroll to "Older Versions" at the bottom.

    If you're looking to download any apps that have been discontinued entirely, visit the link below:

    http://www.koingosw.com/products/discontinued/

  • APP_BUNDLE_ID mentioned below is the Bundle ID of the application. These often look like com.koingosw.DataGuardian or com.koingosw.AlarmClockPro9.

    On Mac OS X

    1. Ensure the program is closed
    2. Open Terminal.app
    3. Type in the following line replacing the parts in caps with the values desired:
      defaults write APP_BUNDLE_ID KEYNAME -TYPE NEWVALUE

      Command Line Example:
      defaults write com.koingosw.DataGuardian ResolveFileLinks -bool false
    4. Hit enter
    5. Quit Terminal and relaunch the app.

    On Windows

    1. Ensure the program is closed.
    2. Open RegEdit
    3. Navigate to HKEY_CURRENT_USER\Software\Koingo Software\APP_BUNDLE_ID
    4. Choose "New" from the "Edit" menu, and choose the proper type. Booleans (true/false) are DWORDs, Strings are "REG_SZ"'s.
    5. Type in the KEYNAME into the Key column and then hit enter.
    6. Double click the new KEYNAME to change the value to the desired value. If it is a DWORD/Boolean, "on" or "yes" is "1", and "off" or "no" is a "0"
    7. Click OK.
    8. Exit RegEdit.
    9. Relaunch the app.

  • While we hope at one point in the future to offer our apps in different languages, we currently do not have the resources to maintain quality products in multiple languages.

    If you are interested in localizing our software in the future, please see our careers page.

  • Koingo Software has acquired Kallaxa Software, including its entire product line. Arise, Dazzle and WiFinder have all been rebranded Alarm Clock Pro, MacCleanse, and AirRadar respectively. Please redownload the Koingo version of the app, and login to your account to view updated license codes.

  • If you've logged into your account or retrieved an account summary and are surprised to see a breakdown of your account with only an e-mail address listed below, rest assured this is normal. Some of our apps do not require license codes at all. They can be unlocked after purchase using only your e-mail address! As of mid-December 2014, we've started adding license codes to new releases of our apps to act more like the industry standard as this caused some confusion with users.

  • Our apps come with a variety of license options for multiple users.

    • Single Computer —use for any number of users on one computer.
    • Student — available by special request only. This license is the same as the Single Computer license but at a reduced cost.
    • Household — for use on a small number of computers within a single home.
    • School — for use on any number of computers within one school.
    • Small Business — for use in a business with less than thirty computers.
    • Corporate — no restrictions on use within one business.

  • Passwords can be reset by visiting the link on the Lost Password page.

  • We regularly submit our updates to the Mac App Store. However, due to the tight and often unnecessary restrictions and procedures app approvals go through, this can take quite some time. On rare occasions, Apple may even prohibit us from updating the app on the App Store (ie. MacPilot), and you will be required to move to the retail version if you want to upgrade.

    If you purchased an outdated version of the App Store Edition of one of our software titles within 1 year, you are eligible for a free upgrade!

    See our other FAQ entry on moving to the retail version for more information.

  • El Capitan (10.11) and some of Apple's latest security updates to Mac OS X 10.10 (and earlier) broke MacCleanse 4. MacCleanse 5 has been out for a long time now. Heck, we're almost on MacCleanse 6 as of this writing! You can use the link below to order an upgrade to MacCleanse 5 at half-off!

    http://www.koingosw.com/store/?coupon=mc5half&add_sku=MacCleanse%205&license=single

    If you ordered MacCleanse 4 within the past 6 months, you are entitled to a free upgrade. If bought the retail version, just login to your account and grab it under the Orders tab by clicking Upgrade. If you're from the App Store, you will be require to validate your old purchase first. Instructions for this are also in the FAQ.

  • Our applications are incredibly powerful. Unfortunately, this means that Apple has deemed parts of them unsuitable for the App Store. We have had to remove a few features from the App Store versions to comply with policy.

    To move to the feature-rich retail version from your App Store copy, please see our other FAQ entry.

  • Moving from the App Store version of our apps to the retail version ensures you are eligible for reduced cost upgrades, and possibly even free upgrades if your purchase falls within the grace period! Additionally, a retail version of our app often includes features that Apple made us remove from the App Store version to comply with their ludicrous and often unnecessary regulations.

    STEP ONE: Ensure you are running the App Store version. If you already know that you are, you can skip to STEP TWO.
    1. Delete (or drag to Trash) every copy of the product from your computer.
    2. Download the latest version from the App Store by clicking the "Purchases" tab and then pressing "Install"
    3. Wait for the download and install to complete.

    STEP TWO: Let us know about your purchase.
    1. Download http://www.koingosw.com/support/download/koingomasvalidator.zip
    2. Launch the Validator and follow through the prompts and either scan the computer for Koingo apps, or choose the .app file manually.
    3. A list of software titles will appear.
    4. Click "Validate" to link your purchases to your koingosw.com web site account.

    STEP THREE: Move to the retail version.
    1. Delete the App Store version we just downloaded in "STEP ONE" by dragging it to the Trash.
    2. Visit this link and visit the product page for the app in question: http://www.koingosw.com/products/
    3. If you own the latest version, simply click the Download tab and download the current version. If you don't, scroll down and download the version you owned from the App Store.
    5. Choose "Unlock Product..." from the program menu in the menubar. This may be under the License, Help, or program menu.
    6. Enter the e-mail address you previously entered in STEP TWO when creating an account.

    STEP FOUR: Check for upgrades!
    If you realized you're using an older version of the app, you may be eligible for a discounted or free upgrade!
    1. Login to your account at http://www.koingosw.com/account/
    2. Click the "Orders" tab on the lefthand side.
    3. Click the "Upgrade" button next to your App Store purchase.
    4. A free upgrade will be granted, or you will be redirected to our store to order a discounted upgrade.

  • Some of our software does not use license codes. Instead, we employ "online activation" using only your e-mail address. For titles that do require a license code, these can retrieved by logging into your account.

  • To obtain discounted upgrade pricing, customers must login to their account, click Orders and then "Upgrade" (or "Renew") next to the product they wish to upgrade. When doing so, if eligible, they may be given a free upgrade instead of being redirected to our store.

  • If you are on the quest for an older version of one of our apps, they can be found by visiting the product page for that app and clicking the "Download" link on the navigation bar. Then, scroll down to the "Legacy Editions" list and choose the version suited for your system.

  • In the highly unlikely event that Koingo Software goes out of business and is not sold to another organization, we will e-mail a press release to our customers containing a special "Super User" activation e-mail address. If this e-mail address is entered in any one of our products in the Online Activation field, it will skip contacting our servers (which will likely be offline), and immediately register the software without using any internet access at all.

    We realize this will mean anyone will be able to register our software, regardless if they did own a license; however, if we're out of business, it won't matter much!

    If Koingo Software sells a product to another company, Koingo Software will allow you to continue activating the last Koingo version of the program from us; however, we will most likely no longer offer the product for download from our web site. Please keep a copy on your local computer.

    If Koingo Software is sold to another business, Koingo Software will require the buying company to honor the ability for customers to activate the last Koingo edition of the software - or another equally fair compromise. However, we are not able to guarantee a free upgrades policy for software titles released by this new business.

  • Our software titles come with a free 15-day trial. After this period, the application will no longer permit use until it is activated. Please support continued development of the title by purchasing a license.

    If you already own a license to the title and are getting this message, it may mean one of the following.

    • The program preferences became corrupt and you must re-enter your license info.
    • The version you've downloaded may be a paid upgrade and you need to order a new license. If undesired, you can always redownload the old version.

      Your subscription has expired and you no longer have access to the version you are running.

  • Exchanges: We offer a free one-time exchange for any product within the first thirty days of purchase. If you've accidentally purchased the wrong app, it can often be faster to ask us to switch it out than applying for a refund!

    Refunds: We only offer refunds for apps that fail to run properly on the target computer. Refunds must be applied for within 30 days of purchase and are only valid if we are able to reproduce the issue.

  • All of our software is fully compatible with the new Apple Retina displays.

  • Stop Resolving File Links

    When loading the recently used files list, saving documents, dragging proxy icons, or loading other file-related settings our applications will "search" for files that were not at the path previously specified and try to access them. This includes searching the network for a share point that is no longer mounted and then mounting it, or re-mounting a disk image and so forth. If you do not wish our applications to search for missing files, turn off resolving file links.
    KEYNAME: ResolveFileLinks
    TYPE: boolean
    VALUE: true or false

    Ultra Debugging Mode

    If your application has suddenly all of a sudden stopped working, and you really need to access it, sometimes turning on 'Ultra' debugging mode will help grant you access. However, we strongly advise against using this function as it ignores all fatal errors and may damage in-program data if used extensively.
    KEYNAME: UltraDebugMode
    TYPE: boolean
    VALUE: true or false

    Normal Debugging Mode

    Some of our applications have tools to help diagnose errors you may be experiencing. Use the following command to turn on the Debug menu.
    KEYNAME: ShowDebugMenu
    TYPE: boolean
    VALUE: true or false

    Disable Warning for Large XML Files

    An application may appear frozen if it's attempting to open a very large XML file. You can enable or disable this warning with the command below. If the warning is disabled, the file is opened without any notices.
    KEYNAME: WarnLargeXML
    TYPE: boolean
    VALUE: true or false

    Ignore Large XML Files

    An application may appear frozen if it's attempting to open a very large XML file. Automatically ignore files that are too large by using the command below.
    KEYNAME: SkipLargeXML
    TYPE: boolean
    VALUE: true or false

    Disable Live Search

    Many of our applications employ a live search feature which filters out records, alarms, entries, contacts, etc. as you type in the search field. You can require the enter to be pressed for the search to execute by using the command below.
    KEYNAME: EnableLiveSearch
    TYPE: boolean
    VALUE: true or false

    Use One Preferences File for All Users

    Stores the preferences in the /Library/Preferences folder instead of Home/Library/Preferences, so that one preferences file will be used for all users on the same computer. It is very important you make this file read/write for all users.
    KEYNAME: SavePreferencesForAllUsers
    TYPE: boolean
    VALUE: true or false

    Disable Warning on Unsupported System

    If the application in question is being run on a version of the operating system that it has not been tested on, a warning will be shown on startup. To disable this warning, perform the command below.
    KEYNAME: ShowUnsupportedWarning
    TYPE: boolean
    VALUE: true or false

  • The licenses we sell for our apps are cross-platform. The same license will be valid for the Mac and PC version without an additional fee.

  • Koingo takes a modern approach to software development. We understand that it can be a hassle to keep software licenses up to date. Subscriptions put your mind at ease. One of the options at checkout is an updates "Plan" which is a recurring annual subscription.

    On a plan: Keeping a subscription active will ensure you always have the latest version of the app, and are never locked out when we release a new version. It is also substantially more cost-effective than without a plan! If the subscription is cancelled or expires, the license will disappear from your account.

    Without a plan (pay as you go): Without a subscription plan, apps must be upgraded manually. The app will never expire, and you may continue using it indefinitely. However, we do not support older versions. If an update to Mac OS or Windows breaks app, you're stuck! New paid upgrades will be more expensive than if you had been on a plan, but you can pick and choose when you upgrade.

  • We are a forward-moving company and will continue to indefinitely support all versions of an operating system that have a user-base of at least 20%.

    For older versions of our software compatible with legacy operating systems, please see the entry in our FAQ entitled "Older Versions of Apps".

  • We do our best to reply to all customer inquires as quickly as possible. However, due to the volume of messages we receive this may take some additional time. We thank you for your patience.

    Tickets are answered in the order they are received. Submitting a duplicate ticket will flag your inquiry as spam and it will get deleted.

    You can view all support tickets that have been closed within the past 30 days or are still open in your account.

  • On some occasions, our support team may ask you to record a screen capture or take screenshot.

    Mac OS X: Press Command-Shift-3 on the keyboard. A screenshot file will appear on your desktop.

    Windows: Press Windows-logo key and the Print Screen key at the same time. The screen will dim for a moment when the screen is copied and saved as a file in the Screenshots folder (which is in your Pictures folder).

    iOS: Press the home button and the power button at the same time. The screen will flash. The screenshot is copied into the Photos app and can then be attached to an e-mail or transferred to your desktop computer.

    Video captures can be captured on Mac OS only using the "QuickTime Player" app by choosing "New Screen Recording" from the "File" menu.

  • What you do...

    • Login to your customer account
    • Click Orders on the sidebar
    • Click the "Transfer to Another Account" button next to the order you wish to gift
    • Enter the name and e-mail of the recipient and click the Send button.

    What the receiver does...

    • Create a customer account, or log into an existing account.
    • Wait for the e-mail from the sender to arrive and click Accept Transfer.
    • Visit your account page (refresh if necessary) and click the Orders tab.

  • All of our software comes with a free two week trial period. To grab a trial version, simply download the latest version from the products page. The trial will begin after the app has been launched for the first time.

    When the trial ends, the app may continue to function. However, many features may be disabled.

  • Mac OS contains a very obtrusive feature called Gate Keeper which can sometimes erroneously prevent our applications from launching.

    To fix this, tell Gate Keeper to allow launching applications from "Anywhere" using the directions on the Apple web site.

  • Unlike many other products on the market, our apps don't dig deeply into the system leaving stray files all over the place.

    However, our MacCleanse app is the one exception to this and on its support page has a special Uninstaller app.

    On Mac OS X: To remove an app, simply drag it to the Trash.

    On Windows: Uninstall as usual from the Add/Remove Programs Control Panel.

    For the neat-freaks on Mac OS, you may also want to remove the following cache and preferences files. They are easily identified by either the app name or the "Bundle Identifier" (ie. com.koingosw.MacPilot).

    1. In the Finder, click the "Go" menu and choose "Home".
    2. Open the "Library" folder. If it is not visible, you can show it by choosing "Show View Options" from the "View" menu and enabling the "Show Library Folder" option.
    3. Files and folder matching the app name or "Bundle Identifier" are found in and can be safely deleted from: Application Support, Caches, Logs, and Preferences.

  • When an order is placed with us, an e-mail containing an account summary is sent out. This should arrive almost immediately. If you have not received this e-mail, and your purchase does not show up in the "Licenses" section of your customer account, please Contact Support.

    To unlock the trial copy and turn it into a full version, launch the app and choose "Unlock Product" from the app menu (Mac) or Help menu (PC). Enter your e-mail used during purchase, and if applicable, the license code.

    If you're having trouble, try these tips:

    • Did you use a different e-mail during purchase? Notably, is the one on your PayPal account different than the one you're using?
    • Are you using the correct version of the app?
    • Was the spelling of your e-mail address correct during checkout?

  • Koingo Software is a full-time shareware development business run by a staff of skilled individuals. As much as we wish we could give away our products for free, we also need to make a living! We buy licenses to software, pay our employees, and pay bills just like everyone else.

    To cover development costs and leave room for growth, we occasionally charge upgrade fees for products. Upgrades are always free if you had purchased a retail copy of the previous version within the past six months. However, certain mega-bundles like the Utility Package Pro come with free lifetime upgrades.

  • When accounts are first created on KoingoSW.com, we send a confirmation link to the e-mail address on file. This can sometimes accidentally wind up in the Spam or Junk Mail folders in your mail client.

    This e-mail can be resent on the accounts page.

  • All of our apps are download-only and you will not receive a hard copy. Download the latest trial version of the app and unlock it using your e-mail address.


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