What if I have a problem registering a serial number?

If you can’t register a serial number, the next steps depend on what error message the web site displays. There are two main messages.

Invalid Serial Number

If you see this message, it normally means that you’ve mis-typed a character somewhere in the serial number. Please note that our serial numbers use all capital letters, and the dashes are required.

Please try the serial number again, and if you still get the “invalid” message, use this form to send us a Customer Support Request. Please remember to provide the serial number.

Serial Number Has Already Been Registered

Here’s an important piece of background information: our serial numbers can only be registered once.

There are 2 reasons why you may see this message.

Double-click problem — if you see this message, look in the Downloads section of your account, and see if the product is there.

Here’s why: if you accidentally “double-click” on the Submit button, the first click drives the web page to register the serial number, and the second click is “stored.” It takes only a fraction of a second for the site to register the serial number, but when it finishes — and before it can display the “success” message — the site accepts the second click, and tries to register the serial number AGAIN. Well, the second attempt will fail, because our serial numbers can only be registered once. Sadly, the web site DOES have time to display the error message…

Previously exchanged product — each serial number can be registered only once. If you register a serial number, then enter the same number again, on the second time, the system will say that the serial number is “invalid,” because it’s already been registered.

Sometimes, a customer purchases a product, then changes their mind, or realizes that the design is too large for the stitch field on their machine. And, some retailers are kind enough to allow exchanges on embroidery products. Sadly, most customers don’t realize that our serial numbers can only be registered once.

If you got this error message and the product is NOT in the download section of your account, please use this form to send us a Customer Support Request. Provide the serial number, and we’ll take care of you!

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If this did not address your question, please use this form to ask for help.