Customer service

Your frequently asked questions, answered

Payment

Services purchased online

Software downloads purchased online

Payment


How can I pay for the TechGuys' services?

We accept payments from Mastercard, Visa, Visa Electron, Diners Club & American Express.


Why have the TechGuys refused my payment?

The TechGuys don't refuse your payment, your bank or card provider will have declined your payment. As a result we are not able to fulfil your order request.

Here's some ideas for you to try:

  • Contact your bank and check that there are no blocks or bars on your account.
  • Try re-submitting your order on our web site.
  • Visit your local PC World and purchase the service at the TechGuys clinic in-store.

Services purchased online


I bought a freesat® installation from the TechGuys. How do I arrange the installation?

There will be details of how to do this in your confirmation email. Alternatively, please call 0844 248 0029 to arrange the installation. Please have your order reference number to hand, which will look similar to TTG123456789.


I bought a Digital Aerial Installation from the TechGuys. How do I arrange installation?

There will be details of how to do this in your confirmation email. Alternatively, please call 0844 826 8323 to arrange the installation. Please have your order reference number to hand, which will look similar to TTG123456789.


I bought TechFriend™ from the TechGuys, but I haven't received it through the post yet?

Please allow 2-3 business days for TechFriend™ to arrive. If you have not received it after that time, please email shop@thetechguys.com.com. If you wish to use TechFriend™ before your pack arrives then simply quote your receipt number when you call to start using the service.


I bought Data Vault, and I need some help using the service?

If you need support with your online data backup service you can get help 24 hours a day by emailing thetechguys@livedrivesupport.com


I bought a service from the TechGuys, but I haven't received a follow-up email?

You will receive a follow up email on the next business day (Monday to Friday). If you have not received an email (or phone call) during the business week, then please email shop@thetechguys.com.com with your order reference number, which will look similar to TTG123456789.


I bought a service from the TechGuys, but I haven't received a phone call yet?

You will only receive a phone call if:

  • we are unable to make the booking date that you chose;
  • you purchase more than one service;
  • you require multiple wireless devices setting up.

How do I change my booking date, as I'm no longer available on the agreed date?

To re-book your service date, please call us on 0800 0234 701. Some of our more specialist services, however, have different phone numbers to call if you need to re-book. Please see the table below for contact details.

freesat® Installation 0844 248 0029
Digital Aerial Installation 0844 826 8323

I've forgotten my password to log in to my account. How can I retrieve it?

In order to retrieve your password, please click the button below and enter the email address that you used when you registered with us. Your password will then be sent to you.

Recover password

I have another question regarding a service that isn't covered in this list?

For any other question regarding the service that you bought online, please email shop@thetechguys.com.com with your order reference number, which will look similar to TTG123456789.

Software purchased online


How do I download my purchased software?

  • Go to downloads.thetechguys.com, and click on Log in.
  • Type in your email address and password, then click on the Log in button.
  • On the far right of the order reference there is an option called Download, click this link.
  • All your purchased software is visible on this screen ready to download with the respective serial numbers to activate it.

I can't find my serial number to activate my software download. How do I find it?

  • Go to downloads.thetechguys.com, and click on Log in.
  • Type in your email address and password, then click on the Log in button.
  • On the far right of the order reference there is an option called Download, click this link.
  • Your serial number is listed underneath each item of software that you have purchased.

How long is my software download kept in my account for after I've purchased it?

We keep your software download in your account for a period of one month. This is to ensure you have enough time to download and install it, after which time it is removed. Please keep your software download in a safe place, like on a pen drive or backed up onto a CD.


Can I install my software download on more than one PC in my home?

You can use your software download on one PC, unless the software indicates that it can be used on multiple PCs. License keys/serial numbers are verified on installation and will only be valid for the amount of users specified.


My software download is not available in my account yet?

Your software download takes around 10 minutes before it's available for download. If it's not in your download account after this time, please email downloads@thetechguys.com quoting your order reference number, which will look similar to A1bcdefg2hijklmn3opqrstu45.


I can't find my software download on my computer. Where is it?

Depending on the web browser and operating system you use and the last folder you saved a file to, your download could be in one of a number of locations. A couple of common locations are detailed below:

Windows® XP C:\Documents and Settings\[Username]\My Documents\
Windows Vista® C:\Users\[Username]\Documents\Downloads\

If you can't find it, then don't worry. The fastest way to find it is to go through the download process again, and when you click on Save, have a look at the folder where the file is going to be saved into. You can now cancel the download and browse to that folder to retrieve your download, or just save the file again to another location.

For good housekeeping, it's a good idea to save all your file downloads to one of the above locations.


I've forgotten my password to log into my account. How can I retrieve it?

In order to retrieve your password, please visit the webpage below and enter the email address that you used to register with. Your password will then be sent to you.

Recover password

I have another question regarding a software download that isn't covered in this list?

For any other question regarding the software download that you bought online, please send an email to downloads@thetechguys.com with your order reference number, which will look similar to A1bcdefg2hijklmn3opqrstu45.

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