FAQ - Esko


How to order?
How do I shop on the Esko Store?
How do I search for a product?
Can I order both CDI consumables and software subscriptions in the same order?
Contact us
My Account and Esko ID
What is Esko ID?
What is 'My Account'?
How do I apply promotion codes?
I have a special rate contract with Esko, how does that apply?
Tax Policy
Do I have to pay customs
How much taxes do I need to pay?
I am a tax-exempt US customer, what do I need to do?
Terms and conditions
What are the general terms and conditions of sales?
What are warranty conditions?
I am a reseller
How do I order online for my customers?
Can I buy subscriptions for my customers?
Does my reseller discount apply on online purchases?


What is a subscription?
Which products are available as subscription?
What types of subscription plans are available?
When does my subscription start?
What type of support is included in a subscription
What are the benefits of named user subscriptions?
Can I try the software before purchasing?
In which regions are subscriptions available?
Sign in and sign out
How do I sign in?
How do I sign out?
How can I see that Im signed in
What if I forgot to sign out?
How can I upgrade to the latest version?
Can I downgrade to an older version of the software?
Can I share an Esko ID with a colleague
Can I add subscriptions to an existing plan?
Do I need to order my subscription from the computer I want to use it?
Can I access the software via remote desktop?
Can I work offline?
What if my computer has crashed
How can I assign a subscription?
How can I unassign a subscription?
Where can I manage my team's subscriptions?
Can I assign a subscription to a user without Esko ID?
What if I don't have access to my subscriptions?
What if a user lost his subscription?
Payment Details
How do I receive the invoice for my order?
Why should I add a structured message when paying via wire transfer?
My credit card is expired and I have a new one, what should I do?
I have received an e-mail that my payment was not successful, what should I do?
How can I cancel my subscription?
If I sign up for a yearly plan, can I cancel after a couple of months?
How can I renew my subscription?
What if my subscription doesn't get renewed?
Can I turn off auto-renewal?
I have installed a trial, how do I convert it to a subscription?
If I bought a subscription and started a trial too, do I get 30 days extra?
Local subscriptions
What is the difference between a local subscription and a new named user subscription ?
How can I switch my local subscription to a named user subscription?
What changes for me right now?
Other questions
What if I have other questions?


Product Questions
How do I find a product?
How do I return or exchange a consumable product
How will I be reimbursed in case of return?
Can I pick up my order myself?
Can I use my own courier?
My selected product is out of stock?
Some of my selected products are out of stock but the rest of my order is available How do I proceed
What are the shipping costs involved?
When will I receive my order?
How long is the warranty for CDI consumables?
What do I do in case I receive a damaged product?

Need assistance?

Are you experiencing issues or do you have a problem finding what you're looking for? Feel free to contact us!

Europe, Middle-East, Africa:
Tel.: +32 (0)9 216 93 77

Tel.: +1 937-560-3114

Singapore and SEA:
Tel.: +65 6349 2271