Administrative

As soon as your order has been processed, you’ll receive an e-mail with Order Details (please check the folder with Junk E-mail if you have not received it). In this e-mail you will find the download link for the software. Possibly this link is being blocked by your e-mail program, in that case follow these steps to download the software:

1. Go to shop.researchsoftware.com (or click 'Shop' at www.researchsoftware.com).
2. Click 'Login' (header, right top). You  will be redirected to our identity provider id.esdnow.com.
3. When you have logged in, you will be sent back to the 'My Account' shop environment (click on 'My Account' if you are on another page in the shop).
4. Now you get to see the details of your account, orders and downloads (My orders, My wishlist and Downloads & licenses).
5. Click the order number of your order to see the order details.
6. Click 'Downloads & licenses' to see your license info and download link.

If your order has not been completed yet, we can cancel the order for you. When your order has been completed the following rules apply:

• Physical products can be returned within 14 days, as long as the seal has not been broken.
• Downloads can not be returned, so it is not possible to cancel the order.

Follow these steps to retrieve your old orders:

1. Go to shop.researchsoftware.com (or click 'Shop' at www.researchsoftware.com).
2. Click 'Login' (header, right top). You  will be redirected to our identity provider id.esdnow.com.
3. When you have logged in, you will be sent back to the 'My Account' shop environment (click on 'My Account' if you are on another page in the shop).
4. Now you get to see the details of your account, orders and downloads (My orders, My wishlist and Downloads & licenses).
5. Click on 'My orders' or 'Downloads & licenses' and scroll down to view your order(s) below the header 'Historical orders'.

You will receive an official PDF invoice per email within a few business days. Order details will be sent by email as soon as the order has been processed. To see the order details online, please follow the following steps:

1. Go to shop.researchsoftware.com (or click 'Shop' at www.researchsoftware.com).
2. Click 'Login' (header, right top). You  will be redirected to our identity provider id.esdnow.com.
3. When you have logged in, you will be sent back to the 'My Account' shop environment (click on 'My Account' if you are on another page in the shop).
4. Click on the order id to see the order details.

A serial number looks like 5234567890 or 2234567890, starts with a 5 or 2 and is entirely numeric. A product key looks like 9NGHJ-Z7TRQ-UTR12-F9TQP-KL7MN and is 25-character alpha-numeric.
New full product installation require a product key. However, for the setup of Upgrade editions a serial number of an older (previous) edition and a (new) product key will be necessary.

The serial number of an older (previous) edition can be seen in the 'splash screen' when starting the old product. Alternatively, once can start EndNote and choose 'About EndNote' from the 'Help" menu. The 25-character alpha-numeric product key will be communicated in an email message after an order is processed. Since a few months we have started to mention both items in the 'Order details' email message.

To solve this, just remove ".html" from the file name. The correct file name should be "filename.dmg".