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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, Euros, or Australian Dollars (AU).

Buying with a purchase order

You will need to submit a PO referencing your quote number to orders@red-gate.com. Please note our standard payment terms are 14 days.

Do I have to pay tax?

Yes, we will apply any relevant taxes on your invoice. Please provide any valid VAT Number or tax exemption certification prior to requesting your invoice.

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.

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 you make any further attempts.

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 your Redgate invoice. Any additional charges would have been applied by your card issuer. Please contact your card issuer to request further information.

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?

Once your order has been processed, you will receive an email confirmation, which will include instructions on how to access your license keys to activate the software.

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.

Redgate company details and forms

What is Redgate's address?

Red Gate 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. If you have any questions about this, please contact us at invoices@red-gate.com.

VPAT/Section 508 Compliance

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

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 https://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

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.

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.