Customer Support
Find answers and solutions to many common problems below. Get started by reading the questions below...
General Questions
Billing Questions
Shipping Questions
General Questions
Can't find your registration key?
You should have recieved your registration key via email when you ordered. If you did not recieve an email, contact us at support@thesurfshield.com and customer support will help you recover your key. Please make sure to include the email address your ordered with.
Tip Make sure our email is not in your Junk Mail folder or getting blocked by a spam filter.
My registration key doesn't work...
If you get an error communicating to registration server: You may be seeing this message because your firewall is preventing The Surf Shield from validating your registration key with our server. In order to activate your software, you will need to temporarily turn off your firewall software (Norton, Windows Firewall, McAfee, etc.). After disabling your firewall, go back into The Surf Shield, re-enter your registration key, and click Register. Note: After disabling your firewall, you should turn it back on after you register The Surf Shield. In some cases, this will happen automatically.
If you cannot turn off your firewall, contact us for more detailed assistance at support@thesurfshield.com. Please make sure to specify that you received an error communicating to license server so we can respond accordingly.
If you get an invalid registration key error: If you are seeing an "invalid registration key" error, please make sure that you are entering your registration key exactly as it was provided to you. It is case sensitive, so enter numbers, upper-case, and lower-case letters exactly as they appear. If you are still getting this message, contact us at support@thesurfshield.com. Please make sure to specify that you received an "invalid registration key" error so we can respond accordingly.
Need help using The Surf Shield?
Please visit our General Help section for information on using The Surf Shield.
How long is this The Surf Shield good for?
The Surf Shield is licensed for a one year. You can check the date of purchase and the expiration date in the Register area in The Surf Shield.
How do I renew The Surf Shield?
To renew The Surf Shield, just renew your license.
Billing Questions
How will the charge appear on my credit card?
If you order with a credit card, The Surf Shield will appear as a line item from TSS Software.
What is your billing and return policy?
Our billing and return policy is directly on our shopping cart and is also emailed to you on your order reciept. Since The Surf Shield is a downloadable product with a free trial, we maintain a strict no refund policy.
If you ordered The Surf Stick, we do offer a full refund is the product has not been opened (minus shipping costs and a restocking fee). Please see your order reciept for more information.
I have billing problem...
We are happy to investigate and remedy qualifying billing problems. If you have a billing problem, contact us at support@thesurfshield.com. Please include a detailed description of your problem and include the email address you ordered with.
Shipping Questions
How long until my order arrives?
If you ordered a Surf Stick, it will arrive according to the shipping option you selected when you placed your order. Please see your order reciept for estimated shipping information.
If you ordered Surf Shield, just download The Surf Shield and enter your registration key.
I never recieved my shipment.
Please check your order reciept for your estimated shipping information. If your order has not arrived by the date indicated, we are happy to investigate the issue. Please contact us at support@thesurfshield.com. Please include the date when your order was expected and the email address you ordered with.
My shipment arrived damaged.
We are happy to investigate and replace qualified damaged products. If your product arrived damaged, contact us at support@thesurfshield.com. Please include a description of the damage and include the email address you ordered with.
