Check out these Frequently Asked Questions (FAQs) to find the answer or reach us by using the contact form below.
Purchase, installation and license
Can I install Graphic Tracer on more than computer?
Yes, you can install the software on more than one machine, but you are only allowed to use it on one compuer. If you want to start using it on another machine, you need to transfer the license. See the question below.
Can I move my program to another computer?
Yes, you may transfer the license to another machine, but you are only allowed to use the program on one computer at the time. Login to your account and click the "Transfer License" button. You can now install or run the program on another machine and start using it. Your Graphic Tracer-licens then becomes locked to the new computer until you press the "Transfer licence" again.
Why is my credit card is not accepted?
We are using Stripe as our Payment provider. This means that you will be able to pay with MasterCard, Visa and American Express for the monthly and yearly subscirptions. The Lifetime subscription payment is handled by PayPal, which means that Discovery cards also are accepted. There can also be other reasons for declines.
If your credit card still isn't accepted, It might be that it is blocked for international payments or Internet payments. In these cases you need to contact your credit card issuer in order to un-block international/Internet payments.
If the above solution doesn't work, make sure that you are not over your limit or have unsufficient funds on your account.
I don't want to subscribe, can I purchase the software?
The one time purchase option is called lifetime license. This is a time limited offer that we have to raise funds for our program development. The lifetime license costs $495 and includes all future upgrades of Graphic Tracer. So it's truly a one time purchase.
However there is no trial period when you purchase the lifetime license. No refunds are made. If you want to try the software first, please sign up for a regular subscription. Then you'll have a 30 free trial period. If you cancel your subscription the first 30 days. No charges are made.
Can I get a demo or a trial?
Every subscription comes with a 30 day free trial. If you want to see a live demonstration of Graphic Tracer you can sign up for a free webinar.
When you subscribe to Graphic Tracer, the first 30 days are a free trial period. During this time you may use the program freely. If you cancel your subscription during the trial period, no charges will be made. However if you haven't canceled the subscription after 30 days, you credit card will be charged and your license becomes activated and the charged amount cannot be refunded.
Another option is to watch a free demonstration of Graphic Tracer on one of our live webinars. You will get the chance to see the program in action and discover how it can solve many of the common problems when preparing graphics for production. At the end of the webinar you have the chance to chat with the presenter and he can answer any questions you might have.
How do I cancel my subscription?
You can terminate your license at any time, just log in to your account at www.graphicpowers.com and click the Cancel license button. This will immediately stop any future charges. If you have a trial license, make sure that you cancel your plan before the trial period ends to avoid being charged. When the trial period has ended, we do not make any refunds. When a license is canceled, the program will stop working at the end of the current billing period. No refunds are made because of cancellation.
I have a new credit card. How do I update the payment information?
To update your credit card information, login to your account at www.graphicpowers.com and click "Update payment information". You should now be able to enter new credit card information to your account.
Using Graphic Tracer
The program crashes during startup. What should I do?
This can happen if the program is building the font database and you have a corrupted font file in your system. Read more here about how you can solve the problem.
The program says "The Characters have not been connected to the graphics objects." - what's wrong?
Click Next and make sure that the characters are correct in the boxes beneath every letter. Then you can search by clicking Next or Last search for the previous results or you can select a font list if you know where to find the font immediately. Here is a video explaining font identification in Graphic Tracer.
What do I do if I get the message: "Server not responding www.imagaro.com"?
Graphic Tracer is not able to communicate with the server. This indicates that you do not have an Internet connection or have a firewall or antivirus software preventing Graphic Tracer from communicating with our server at www.imagaro.com. Please check your Internet connection, firewalls and antivirus software and if necesary make an exception for Graphic Tracer.
I get the message "Could not load the installed fonts database." What should I do?
This can happen if the database file has become corrupted. Restart the program with the Control key pressed until the first dialog box appears. The program will now re-generate the database file.
I get: "License has expired. Code -4"
Either the date for your software license has expired or Graphic Tracer cannot communicate with the server. Login to your account at www.graphicpowers.com and check that your license still is valid. You might also have a firewall or antivirus software preventing Graphic Tracer from communicating with our server at www.imagaro.com. Please check your firewalls and antivirus software and if necesary make an exception for Graphic Tracer.
How can we help you?