Support can be provided through the customer account, email, WhatsApp, phone, and an authorized TeamViewer session. Never send passwords or unattended remote-access credentials.
Free online support
Remote support includes reasonable help with installation, activation, account access, standard configuration, product usage, license checks, supported updates, and investigation of reproducible defects.
Trial users may request standard online help. Customers with an active paid license receive priority over general enquiries. Renewal and expired-license questions remain supported.
Support channels
Use the customer account for traceable tickets and attachments, or contact the published Fikrova email, WhatsApp, or phone number. Support is available in Arabic, French, and English according to agent availability.
Provide the account email first, followed by product, version, license status, a clear description, steps already tried, and screenshots that do not expose unnecessary personal information.
TeamViewer and remote sessions
A TeamViewer or similar session occurs only with the customer's explicit approval. The customer should remain present, close private files, supervise actions, and end the session at any time.
Fikrova will not ask for the customer's email password, banking password, or permanent unattended access. Temporary session codes should be shared only through the active support conversation.
Licensing-server downtime
If the Fikrova licensing server is temporarily unavailable, an already activated license may continue through its signed local authorization and applicable offline grace period. Local product data remains on the customer's computer and is not removed by a server outage.
During an outage, new account registration, first activation, renewal synchronization, device resets, downloads, and other online services may be delayed. Keep the software installed, do not delete its license files, do not change the system clock, and do not repeatedly submit the same request.
Check the Fikrova website or customer account for notices, then retry after connectivity is restored. If access will expire before service returns, contact support with the account email, product, license identifier, and machine identifier. After ownership verification, Fikrova may provide an appropriate signed offline recovery method. Fikrova prioritizes widespread licensing outages and aims to restore service as quickly as reasonably possible, but no uninterrupted-availability guarantee is made.
Replacing a lost, damaged, or upgraded device
Back up the product's local database and required documents before replacing a device or reinstalling Windows whenever the old device is accessible. A license transfer does not automatically move local records, backups, printers, or configuration.
Sign in to the customer account and submit a Device Reset request for the affected license. Include the account email, product, reason, old machine identifier when available, and the new machine identifier. Do not create a second account or purchase a duplicate license solely to replace the device.
Fikrova verifies license ownership and activation history, deactivates the previous device binding where appropriate, and authorizes the replacement device. Additional payment may apply to on-site migration, data recovery, hardware work, or repeated resets that require investigation. Suspicious, unverifiable, or abusive reset requests may be delayed or refused.
Lost account, email, or password
If you still control the registered email address, use Forgot password on the Fikrova sign-in page and complete the one-time verification process. Never share the reset code, password, or one-time password with anyone, including support.
If the registered email account is no longer accessible, contact Fikrova through an official published channel. Provide the previous account email, customer or organization name, product, license identifier, and available purchase evidence such as the payment reference or receipt. Send sensitive evidence privately, never in a public message.
Fikrova may compare payment, device, activation, and account history or request additional evidence before changing an email address. Possession of a license key alone is not sufficient proof of ownership. After verification, support can update the account email or initiate a secure password reset; the existing license is not automatically transferred to another person or device. Manual recovery may take longer than the normal response target when ownership is unclear.
Paid physical support
Travel, an on-site visit, installation at the customer's premises, in-person training, data entry, local network work, hardware troubleshooting, and similar physical assistance are paid services.
The price, travel cost, scope, date, and expected work are agreed before the visit. Additional work outside the agreed scope requires approval.
Work outside free standard support
Custom features, custom reports, database reconstruction, large data migration, third-party integrations, staff training programs, recovery after ignored backups, unsupported Windows or hardware, malware removal, and problems caused by unauthorized modifications may require a separate quote.
Response expectations
Fikrova aims to acknowledge normal online requests within one business day, but this is a service target rather than a guaranteed service-level agreement. Complex cases may require logs, reproduction, an update, or a scheduled remote session.
Critical licensing or security incidents affecting many customers are prioritized. Planned maintenance and known incidents may be communicated through the website, portal, software, or registered email.
Customer cooperation
The customer must maintain a safe backup before repair or remote work, provide accurate information, use supported versions, allow reasonable diagnosis, and treat support personnel respectfully. Abusive, fraudulent, unsafe, or unlawful requests may be refused.
Support-policy changes
Fikrova may update channels, hours, tools, scope, or pricing at any time. Current contact details and the effective version are published by Fikrova. Changes do not convert already-agreed paid on-site work into different terms without the customer's approval.