onOne Support

Customer Testimonials

"The prints I made (with Genuine Fractals) startled me. Any flaws that enlargement would ordinarily accentuate were simply not there." Shutterbug Magazine Review March 2006
"I've been a digital photographer so long, my first digital camera was wood burning. In all that time I have always saved and scaled my files with Genuine Fractals." — Vincent Versace
Step 1: View Hot Topics Step 2: View Knowledge Base Step 3: Join Forum

onOne Software Support

In an effort to provide you with the most comprehensive support in the most timely manner, we are pleased to provide two ways to get technical support for onOne Software products. The first is the new Knowledge Base that includes a searchable database of known issues that is organized by product.

The second way to get technical support is to visit the new onOne Software Online Forums where you can post questions to not only the onOne Team but to other users just like yourself.

To review technical support and customer service policies please click here.

Technical Support Hot Issues

Installing onOne Software Plug-ins into Adobe Photoshop CS 3

2007.06.15 | Mask Pro 4.1
2007.06.15 | Intellihance Pro 4.2
2007.06.15 | PhotoFrame 3.1
2007.08.14 | Genuine Fractals 5

Essentials

2008.01.24 | Essentials 2 not installing from the Windows disk.
2008.01.24 | Essentials 2 not showing in Elements
2008.01.24 | Cut it Out shuts down Elements
2008.01.24 | Essentials not available because Elements not in Full Edit Mode

PhotoTools Product Line

2008.01.17 | PhotoTools is slow or runs out of memory
2008.01.08 | PhotoTools shows up in the onOne menu but is disabled.

Genuine Fractals Product Line

2008.01.24 | Menu grayed out check to make sure you are in RGB if not using Genuine Fractals Print Pro
2007.05.23 | Why do I get the 4019 error in Genuine Fractals?

PhotoFrame Product Line

2008.01.24 | PhotoFrame 3.1 crashes when clicking on apply or apply to new layer
2007.11.15 | Genuine Fractals 5: When trying to launch Genuine Fractals 5 or Genuine Fractals Print
Pro 5 a 4019 error comes up, but the Express version still launches — Windows Only
2007.11.06 | Genuine Fractals 5
2007.06.18 | An error -2147024784 occurs when trying to install

Mask Pro

2007.04.05 | On Windows XP, Mask Pro crashes when launching from the onOne menu.
2007.04.05 | On Windows Vista, Mask Pro crashes when launching from the onOne menu.
2007.04.05 | Color decontamination grayed out when the Magic Brush tool is selected.

All Products

2008.03.30 | Note regarding Macintosh Photoshop Elements 6 and onOne products.
2008.01.24 | Is more training available for onOne products besides the tutorial movies?
2007.08.14 | An error saying Photoshop could not be found when installing - Windows
2007.05.15 | An error -5009 occurs when installing.

Customer Service Hot Issues

Order Information

2007.11.15 | My credit card is being declined. How can I place an order?
2007.11.06 | Which payment methods do you accept?
2007.11.06 | When will my credit card be charged?
2007.11.06 | How can I obtain a copy of an invoice for my order?
2007.11.06 | Can I purchase your product through a reseller?
2007.04.05 | Does onOne Software offer educational, government or non-profit pricing?

Download Information

2007.11.06 | I purchased the download version and want to know how I download the product?
2007.11.06 | I click on the download link and receive errors "File Not Found" or "Forbidden".
2007.05.18 | I purchased the download version and have lost the installation. How can I download my product again?

Shipping Information

2007.11.06 | How do I get a tracking number for my shipment?
2007.11.06 | When will my order/product ship?
2007.11.06 | What do you charge for shipping?
2007.11.06 | What shipping methods do you offer?

Product Information

2007.11.06 | Where is my serial number located?
2007.11.06 | I lost my serial number. How do I obtain a new one?
2007.11.06 | Am I eligible for the upgrade price?
2007.11.06 | How can I register my product?
2007.11.06 | How can I download a demo of your product?

Returns and Refunds

2007.11.06 | How do I facilitate a product return/refund?
2007.05.08 | What is the onOne Software Return policy?

General Information

2007.11.06 | What is your Customer Service policy?
2007.11.06 | What is your Technical Support policy?
2007.11.06 | What are your office hours?
2007.11.06 | What is your privacy policy?
2007.11.06 | How can I unsubscribe from your mailing lists?
2007.06.15 | How can I update my information with onOne Software?

Contact Information

2007.11.06 | How do I contact Customer Service?
2007.11.06 | onOne Software User Forums
2007.05.18 | onOne Software online training