Customer Service for Palm Software Store

Please visit the Help Using Palm Software Store page for tips on using the Software Store website, including making a purchase or installing the titles you've downloaded on to your mobile device.

• help using Palm Software Store

With so many titles in the Software Store it can sometimes be a challenge to find a particular title you may have heard about in a magazine or website, or from a friend. Here are some suggestions for tracking a single title down:

• try our search
• and last, but not least, complete a customer service request.

First line support for each particular title found in the Software Store is provided by PocketGear. For support for a Software Store title, click the link to the right of "support" to the right of the screenshot on a title's details page. NOTE: Software Store does NOT provide support for software pre-installed on your Palm handheld or smartphone or other software NOT found in the Software Store.

Software Store does NOT provide support for Palm devices or accessories. Please utilize the Palm Support pages for hardware issues with your mobile device (i.e. broken screen, won't turn on, etc.).

Palm & PocketGear will accept no responsibility for the use or misuse of any shareware, freeware or commercial software title available on the Software Store website (software.palm.com), for any damage that may be caused by a title or its possible lack of suitability. No portion of the Software Store website, including but not limited to the HTML code, may be copied or redistributed in any manner without the express written consent of the copyright owner. This includes any files, of any kind, contained within or available for download from the Software Store without the express written consent of Palm and/or PocketGear or the respective owner.

We are committed to respecting your privacy. We recognize that when you choose to provide us with information about yourself, you trust us to act in a responsible manner. Our privacy policy reflects that committment and trust.

• read our complete privacy policy

We guarantee the highest level of security for your confidential information while you shop. When making purchases, your credit card information is encrypted so it cannot be read as it travels over the Internet.

If you would like to unsubscribe to the Software Store Newsletter, please refer to a Software Store newsletter that you've already received. Select the "unsubscribe" link located at the bottom of the newsletter. If you would like to revise your newsletter subscription profile or subscribe to additional newsletters, please visit our newsletter website.

We welcome your comments, suggestions and/or complaints about the Software Store website. We want to make it easier and better for you.

• simply fill out a customer service request with your ideas.

If a registration key is required to unlock (i.e. enable all features of) a purchased title, it is normally emailed by PocketGear Inc. to the email address in your My Account profile within 24 hours of your purchase. If you have not received a registration key within 24 hours you should:

• check a title's details page to confirm if a registration key is required and how it is delivered.
• if a registration key is required and you have not received it, please complete a customer service request.

You may view your registration codes or download the full version of your program from your account at any time by performing the following steps:

1. Go to the login page
2. Sign in under the "returning customers" using the email address and password you entered at the time of purchase.
3. Click on "my purchased titles".
4. Your purchased titles will appear below "my purchased titles".
5. Click the download to the right of the product which you want to download or view the registration information.
6. A pop-up window will open, please make sure you do not have a pop-up blocker running, because your registration code will appear in this window.
7. Save the program to your PC or cancel the download to view your registration information.

If this code does not work, then the most likely reason is that the HotSync ID submitted at the time of purchase is incorrect. Most registration codes are tied directly into a device's Hotsync ID. Please confirm your HotSync ID by performing the following on your Palm handheld/SmartPhone:

1. Tap on the HotSync icon.
2. Note your Hotsync ID at the upper right.
3. Send us your corrected HotSync ID and the incorrect ID that you originally submitted.

PLEASE NOTE!! The HotSync ID is case, space, and punctuation sensitive. We need the EXACT Hotsync ID to generate a working code.

A full refund will be granted within 30 days of purchase for:

• defective titles
• titles not received due to an error on the part of the Software Store

Sorry! We can NOT provide refunds or credits for:

• titles that have a free trial version available for "test-driving" in advance of purchasing
• titles incompatible with your particular model, unless your model was listed on the title's details page
• titles ordered via a toll number (e.g. an Interactive Voice Response system) or SMS.
• promotion codes not provided by the customer during the checkout process
• titles purchased more than 30 days ago

Refunds are given in the same form of payment originally used for purchase.

• complete a return request to obtain a refund for an eligible purchase.

Visit My Account to view lists of your previously downloaded software and to download replacement copies.

• my freeware
• my purchased titles

Visit My Account to view a list of all your previous orders and to view an order receipt for each past order.

• my past orders

If you have a question related to the Palm Software Connection, such as how to browse the site or to purchase, download and install applications on your device, please visit the  Help Using Palm Software Store page to find answers to these common questions.  If after reviewing the help topics you've not been able to find the answer to your question, we can assist you in one of the following ways:

Application support via email from our partner, PocketGear: submit a support request
Email is the most effective way for us to assist you.  We will respond with written instructions to help you resolve the issue you are experiencing.

Application support via phone (U.S. only) from our partner, PocketGear: 1.866.573.4701 Mon-Fri: 9am-8pm EST / Sat-Sun: closed

For support for your device or software that was pre-loaded on it or included on the original CD that came with it, please visit http://www.palm.com/us/support/ and select the "contact us" link at the bottom of the page. PocketGear support is dedicated to software products sold through the Software Connection Storefront and is unable to assist regarding other matters.

Palm offers a variety of advertising opportunities ranging from targeted banner ad campaigns on the Software Connection website to sponsorships of our newsletters. We can provide advertisers with an excellent avenue for reaching active purchasers of software for mobile devices.

• learn more about advertising opportunities