Frequently asked questions (FAQ)

Purchasing

How can I purchase from Redgate?

There are two ways you can purchase from us:

  1. Purchase securely online with a credit card, by choosing which products you are interested in, filling in your details, and submitting your order. If you have any problems using our site, please contact us for further help. After the order is completed, you will receive an invoice, which will be marked as paid. This will have the relevant license keys to enable you to download and use the software.
  2. Email us at sales@red-gate.com to request a quote, specifying which product(s) you are interested in, then return the quote to us, with a purchase order number (if applicable) and an authorised signature. You will then be sent an invoice, payable within 14 days, which will include the relevant license keys to download the software ready for use. Alternatively, you could create your own quote online, by selecting your products and saving the quote.

We can quote and invoice in US Dollars, British Pounds, or Euros.

Buying with a purchase order

You will need to submit a PO to orders@red-gate.com if you agree to our standard 14-day payment terms. Otherwise, you need to contact us at sales@red-gate.com to provide more information. Once processed, the invoice will include the PO number for reference in the upper-right-hand corner of the page.

Download this PDF for more information about our purchase options.

Do I have to pay tax?

This depends on where you're located:

  • If you're based in the UK, you will be charged VAT.
  • If you're in Europe and supply us with a valid VAT number, you won't be charged tax. However, if you don't supply a tax number, you will be taxed at the prevailing rate, and it will be up to you to claim back any tax paid.

Do you accept credit card payments?

Redgate accept the following cards: Visa, Mastercard, and American Express. To make a payment by credit card please use the online link provided on the bottom of your invoice or via the quote provided.

Follow the link in your quote and follow the instructions in our credit card payment walkthrough.

What should I do if my card is declined?

Contact your card issuer in the first instance. Redgate Software is a UK company and your card may be restricted to your country of residence. Your card issuer may need to approve the transaction before any further attempts.

If you'd rather try a different payment method, you can take a look at our alternate payment options.

I am having issues making payment, who should I contact?

Please get in touch with one of our Credit Controllers at invoices@red-gate.com.

Why have I been charged an additional fee?

Redgate will only ever charge the gross amount on the Invoice. Any additional charges would have been applied by your card issuer, possibly due to that Redgate Software is a UK company and the payment may be an international transaction.

Do I have to pay for shipping?

No. As all our products are supplied electronically, there are no shipping or distribution costs.

When will I receive the product if I pay via a credit card or purchase order?

As soon as your order is processed, no matter which method of payment you choose, you will receive an email that will contain invoice information (if you pay by credit card, this will show as paid) and will contain the activation keys that you have purchased. We aim to process all orders within 24 hours of receipt.

Is there a money-back guarantee?

Yes, Redgate offers a 14-day money back guarantee. Full details of our guarantee can be found in section 10.8 of our EULA.

Outside of this period (more than 14 days after purchase) any refunds will be at Redgate's sole discretion.

What are Redgate’s payment terms?

NET fourteen (14) days from the issue date of the invoice. The issue date is located on the right hand side of your invoice.

Purchasing in the US

What is Redgate’s Remit-to address?

We use a US-based lockbox facility for checks. Please remit to: Redgate Software Limited, P.O. Box 845066, Boston, MA, 02284-5066, United States.

What is Redgate’s Tax ID number (TIN)?

Redgate’s Tax ID number is 980467324.

What is Redgate’s Vendor EOS class?

Redgate is classified as a small business.

What are Redgate’s classification codes?

SIC62012
NAICS334614
UNSPC43230000
CAGEU05L0

What organisation type is Redgate?

Redgate is a corporation.

What are Redgate’s embargoed countries?

  • Armenia
  • Azerbaijan
  • Belarus
  • The Democratic Republic of the Congo
  • Cote d’Ivoire (Ivory Coast)
  • Eritrea
  • Guinea
  • Iraq
  • Iran
  • Democratic People’s Republic of Korea (North Korea)
  • Lebanon
  • Liberia
  • Libya
  • Myanmar (Burma)
  • Sudan
  • Sierra Leone
  • Somalia
  • South Sudan
  • Syrian Arab Republic
  • Zimbabwe

Redgate company details and forms

What is Redgate’s address?

Redgate Software Limited, Newnham House, Cambridge Business Park, Cambridge, CB4 0WZ, United Kingdom.

My company requires you to fill out a W9 form. What should I do?

As we are based in the UK, this is not required. As an alternative, you can download a W8-BEN-E form. If you have any questions about this, please contact us at invoices@red-gate.com.

What is Redgate’s VAT registration number?

Redgate’s VAT registration number is GB 257 5659 61.

What is Redgate’s DUNS number?

Redgate’s DUNS number is 238660927.

What is Redgate's Indian PAN card number?

Our PAN Card Number is: AAGCR0652N.

VPAT/Section 508 Compliance

Who should I contact regarding Redgate’s Insurance details?

Please get in touch with one of our Credit Controllers at invoices@red-gate.com.

Who should I contact regarding Incorporation Tax or Company Registration Certificate?

Please get in touch with one of our Credit Controllers at invoices@red-gate.com.

Where can I get find Redgate’s Certificate of Residency?

Please contact the IP team at invoices@red-gate.com who will apply to HMRC. This process can take 8-10 weeks. If a specific form is required for your country, please complete and email to the IP team.

Where can I find your No 10F form?

Please get in touch with one of our Credit Controllers at invoices@red-gate.com.

Resellers

I need to purchase via an approved reseller – which resellers do you work with?

Resellers in North America

Licensing

Licensing options

Most of our tools are licensed per user. A few are licensed per server, such as SQL Monitor and SQL Backup Pro, or by capacity, such as SQL Clone and Data Masker for SQL Server.

To see how each product is licensed, take a look at our Software Editions page.

In the case of the SQL Toolbelt, where there's a mixture of licenses, you would need to purchase additional licenses of the server tools if the number of servers is larger than the number of users. We offer discounts when you buy multiple licenses. Contact us at sales@red-gate.com for more information.

Why do I need to create an account? What will I need an account for? I'm struggling to login. How do I retrieve my account details?

You will create an account, known as Redgate ID, to view your serial numbers, quotes and invoices, as well as purchase upgrades or manage your newsletter subscriptions. If you've ever saved a quote or bought a Redgate product you will already have an account created. To create an account, click 'don't have a Redgate ID' and follow the registration process.

Logging in gives you access to improved license management making it simpler to use products on multiple machines. License owners and admins will be able to see who's using their licenses and reassign them as necessary. You can find out more information here.

How do I activate my products after purchase?

When you purchase the product, you are sent an invoice that contains your serial number. You use the serial number to activate the product. If you cannot find your invoice, you can review your serial numbers at http://www.red-gate.com/myserialnumbers.

If you are reinstalling products on the same computer, for example following installation of a new operating system, you can re-activate the products using the same serial number (this does not affect the number of distinct activations for the serial number). To install products on a different computer, you can deactivate the products on the old computer using the deactivation tool, and then re-activate them on the new computer.

For further important information regarding licensing and activation, please visit our support center.

Can I purchase more licenses later?

Yes. Please contact us with details of what you have, and what you would like, for pricing information.

Where can I find your EULA?

Support & Upgrades

What happens after my support & upgrades package expires?

Most of our products have a perpetual license, meaning once you make the initial purchase the license will always work as long as the version you are using is compatible.

One year of support & upgrades is included as standard with the initial purchase, but you can extend your coverage for up to three years.

You have the option to renew your support & upgrades package when it comes up to expiry date. We highly recommend this option as you will receive:

  • Free upgrades: when we release a new major version of your software, you'll get it for free.
  • Full support: if you hit any problems, you can speak to a dedicated product support engineer by email, forum, or phone – whichever is easiest for you.

We don't sell support & upgrade packages for a few of our products, in particular .NET Reflector, our MySQL tools, and our free tools.

If you haven't bought support & upgrades, you can get answers to support questions through our documentation and forums. However, we can't guarantee that forum questions will be answered, or that the answers given are correct (if another user answers the question, for example).

Software listed as Subscription Software on our Software editions page, does not have a perpetual license. To keep using it, you need to renew your subscription, which includes support and upgrades.

Do I have to pay for updates?

For our perpetually licensed products, all minor releases, such as bug fixes, are free. For major updates, supported customers receive upgrades to the latest version of the product they've purchased, for free.

If you have an active license for our Subscription software, you're entitled to all major and minor releases as part of your package.

When is the next version of my software due to be released?

Major upcoming releases are on our roadmap.

If your software isn't listed, please get in touch with your account manager, or email sales@red-gate.com if you don't have an account manager.

Product roadmap

Check out what's planned for Redgate products in our current product roadmap.

Can I upgrade my bundle after purchase?

Yes. Please contact us with details of what you have, and what you would like, for pricing information.