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Read the French version
Here are the answers to the questions we are asked most often. If yours is not here, write to us: the contact form is open to everyone.
What happens after I send my message?
You immediately receive an acknowledgement by email. It carries a case number — keep it, and quote it in any exchange about your request. You can reply directly to that email: your reply reaches us.
Where your message is a complaint, we use our best efforts to reply within a maximum of fifteen (15) business days from its receipt. In exceptional situations, where a reply cannot be given within those fifteen days for reasons beyond our control, we send a holding reply clearly stating the reason for the additional time needed and specifying the latest date by which you will receive a final reply. In any event, that final reply reaches you no later than thirty-five (35) business days after receipt of the complaint.
The acknowledgement attests the date of your request and its number. It does not include the text of your message, which we do not store in a database: keep your own copy if you wish to retain a record.
Why am I asked for a code before my message is sent?
Because anyone could otherwise write in using your address. Before the first submission, we verify that the address entered belongs to the person writing: you receive a code to enter on the page you left open. Your form is not lost.
Never share this code with anyone: no one at Secufor will ask you for it, by email or by phone.
The other ways of reaching us — email, postal mail — remain available without this formality.
Who should I write to?
| Your subject | Write to |
|---|---|
| Any question, whatever your plan | the contact form, or contact[at]secufor.net |
| Support for a product covered by a paid subscription | the form in your Client Area |
| A vulnerability or security flaw | security[at]secufor.net |
| Your personal data (access, erasure, objection…) | dpo[at]secufor.net |
You cannot knock on the wrong door: a message that arrives at the wrong address is redirected, never ignored. The address you choose does not change your right to an answer.
The software: installing, updating, troubleshooting
The user documentation answers these questions, and it is the reference text — this page repeats none of it, it leads to it.
| Your question | The page |
|---|---|
| Installing, checking the downloaded file, uninstalling | Installing Noviscan on Windows |
| The installation does not go as expected | Installing Noviscan on Windows, section “If something goes wrong” |
| Updating, backing up, reading the logs | Running Noviscan day to day |
| Connecting a camera or a folder | Connecting a camera or a folder to Noviscan |
| Every page | User documentation |
Three normal behaviours that look like faults
My licence dropped to Free after a reinstall or a copy
A licence is bound to one machine. Copying the licence file to a second machine does not duplicate it: the second one falls back to the Free plan. That is the anti-duplication working, not a fault — and your data is not lost.
To move to another machine, do not copy the file: have your licence reissued from your account. The old one is released, then revoked. Reinstalling on the same machine is not counted.
I cancelled, and the software still runs for a few days
That is by design. A licence that stops being valid does not die on the spot: a grace window avoids cutting off legitimate use over a passing network problem. There is a fault only beyond that window.
I am told I have reached my maximum number of connections
That ceiling counts browser sessions, the desktop application and paired devices, not only what you have in front of you. A paired phone you have forgotten about takes a slot — and so does the desktop application, even when it is running on the machine in front of you.
In all three cases, open the Licence screen in the application: it states the reason. Quote it to us exactly as displayed — that is what saves a round trip.
Can I cancel after paying?
Yes. If you are a consumer, you have fourteen (14) days from subscription to withdraw, without giving reasons. You can do so from your Client Area, through the contact form, by email to contact[at]secufor.net, or by any unambiguous declaration of your own. Reimbursement is made within fourteen (14) days of your withdrawal, using the same means of payment.
One exception, and only one: if, when placing the order, you expressly requested immediate access to the software by ticking the box provided, you lose that right for that content. Merely having downloaded the application is not enough on its own — the box must have been ticked, separate from acceptance of the terms and never pre-ticked. That waiver does not extend to what is supplied continuously during the subscription (updates, hosted services).
This right also benefits a professional client meeting two conditions at once: the subject of the contract falls outside their main activity, and they employ five staff or fewer.
What if we cannot agree?
Send us a written complaint first. If it goes unanswered or unresolved, you may refer the matter free of charge to the consumer mediator we belong to.
Referral is made in writing and in French. Among other things, it requires “the exchanges evidencing the attempt at direct resolution” with us. That is why we advise you, above, to keep your own copy of what you write to us: our acknowledgement attests the date and number of your request, never its content.
Still no answer to your question?
Write to us through the contact form. For a technical problem, three things save a round trip: your operating system, the version of the software, and — if a camera is involved — its model.