My EIVA – Frequently Asked Questions (FAQ)

1. Support & Technical Help

I am experiencing some technical issues. How do I get hold of EIVA Support?

For information on how to reach out to EIVA Support, please visit our support page here: https://www.eiva.com/support.

How do I receive Status notification mails?

Go to My profile > My user details and locate the Status notification mail option.

If the tickbox is checked, you will receive notifications about the My EIVA server maintenance status.

2. Accounts, Users & Permissions

What types of user profiles are available and what are their roles?

My EIVA offers two types of user profiles:

• Company administrator: Can appoint and delete both Company administrators and Users, as well as make purchases on behalf of your company.
• User: With a User profile it is possible to make purchases only.

How do I setup a new Company administrator?

Company administrators can add further Company administrators or Users to their company’s My EIVA profile.

Click on My profile in the menu and choose Users, and then +Add new user. The new user will receive an e-mail from the system with a link to set a password (which must be 8 characters long and contain both upper and lower case letters as well as at least one number).

3. Purchasing & Payments

Payment by credit card or invoice?

Existing clients may choose the option invoice under payment methods in the checkout process for immediate delivery of subscriptions. New clients or clients that have not been pre-approved for purchase by bank transfer may choose credit card for immediate delivery.

How do I make a purchase in My EIVA?

Go to My price list and locate the type of licence you want to purchase. Click on the shopping cart icon that is relevant for your choice and fill in the pop-up box according to your requirements.

Once you are ready to purchase, click on the shopping cart icon in the upper right corner, check the information and then click check out.

Why can’t I see the licence I just purchased in my list of licences?

Depending on the type of licence/subscription and your choice of payment, your licence may not show up in your list of licences until processed by EIVA’s order admin team. Please refer to the order confirmation issued by My EIVA for confirmation of your order.

Multiple licence discount for annual subscriptions and permanent licences?

For most NaviSuite products, when you purchase a new licence (annual subscription or permanent licence), you will receive a discount between 10% and 40% depending on the number of licences of the same software type you have purchased already as either subscriptions (if they are valid more than 30 days at the time of the new purchase) or permanent licences.

For short term licences, no multiple licence discount applies.

Why can't I purchase a subscription for less than 5 days?

The minimum purchase of a short-term subscription is 5 days. Following the initial 5 days, extensions can be made on a day-to-day basis.

4. Subscriptions (Short-term & Annual)

How do I make a short-term subscription?

Go to My price list and locate the type of licence you want to purchase. Click on the shopping cart icon that is relevant for your choice and fill in the pop-up box according to your requirement.

Please note that the minimum number of days for a short-term subscription is 5 days. Following the initial 5 days, extensions can be made on a day-to-day basis.

How are prices of subscription extensions calculated?

Prices for short-term subscriptions differ depending on the duration of the subscription. We operate with three different prices (5–30 days, 31–60 days and 60+ days), where the price decreases depending on the duration period of the licence.

When extending a subscription, which is only possible as long as the subscription is still active, the duration and thus the price will be counted from the day the subscription was first issued. For example, if you extend a 20-day subscription by another 20 days, the daily price will be reduced once the total day count reaches 31 days.

Short-term subscriptions – do the prices change according to the duration?

For short-term subscriptions, we operate with three price settings, depending on the duration of the rental:

• Day 5–30 (higher price)
• Day 31–60 (medium price)
• Day 60+ (lower price)

My EIVA will automatically calculate the correct price based on the number of days you select during the order process. If short term subscriptions are extended, My EIVA counts the total number of days the subscription has been in use, and when that exceeds the number of days in the previous price setting, the price will automatically decrease accordingly.

How do I extend a subscription?

Go to My licences and locate the subscription you wish to extend. Mark it by clicking the checkbox next to the subscription and choosing Update selected from the menu to the left.

Choose the extension period, add to basket and finish your purchase. An e-mail with a new activation code will be sent to you by the system.

I have purchased a subscription. How do I get the software up and running?

When you have purchased a subscription, you will receive an e-mail from My EIVA with an activation code and a link to our Download site. For more information on how to install and activate the software, please visit our Support site on Freshdesk here:  https://eiva.freshdesk.com/support/home .

I need to activate the subscription on a PC that is not connected to the internet – is that possible?

Yes, it is. You will need to download the Licence Activator plug-in, which can be used to create licence files for activation on other computers. For a guideline on how to do this, please visit our Knowledge base: Introduction to the NaviSuite Licence Activator: EIVA Support (freshdesk.com).

I am using an older version of the software – and do not want to upgrade now. Can I still use My EIVA?

Yes, you can. You will need to download the Licence Activator plug-in, which can be used to activate subscriptions or to create licence files for activation on other computers. For a guideline on how to do this, please visit our Knowledge base: How to activate NaviPac 3.10 with the 9-digit NaviSuite licence activation key : EIVA Support (freshdesk.com).

I have extended my subscription – how do I activate it?

Once you have purchased the extension, you will receive a new activation code from My EIVA. Open the relevant software, navigate to Help > Licence Activator and type/paste in the new activation code.

5. Permanent Licences

I have purchased a permanent licence. What happens next?

When you have purchased a permanent licence, your licence will be delivered on a physical dongle. You will receive an order confirmation from EIVA’s order admin team as well as information relating to the shipping of the dongle.

6. Software Maintenance and Support (SMS)

What is Software Maintenance and Support (SMS)?

Software Maintenance and Support (SMS) is a service that can be purchased to keep your permanent licence(s) updated and covered by providing access to the following services:

• Software service packs, including the latest software updates and functionalities
• 24/7 technical helpdesk support via ticket system/phone/e-mail

Note: Access to this service is included at no cost for all purchases of permanent licences for a coverage duration of 365 days.

How do I purchase SMS coverage?

It is possible to purchase SMS on permanent licences for which the current SMS coverage has not yet expired. You will find the expiry date listed to the right of every permanent licence in the list of licences.

To purchase and extend coverage, go to the tab for permanent licences and mark the box to the left of the licences you wish to purchase SMS for. Once you have selected the relevant licences, click on the Renew SMS button.

You can now choose to renew coverage until the end of this year, or you can choose to renew for one or more additional years from the current expiry date.

When you click on the Add to basket button, your purchase will be transferred to the basket, from which you can make your purchase as per standard conditions.

What happens if I don’t keep my licences covered by SMS?

If your SMS coverage expires, your access to 24/7 technical support will be discontinued and your licence(s) will be marked as unsupported in our software and in our system records. This means that you will not have the possibility of quickly renewing when you need support and that your unsupported dongle(s) will not work with new versions of the software.

It is technically not possible to revoke the blocking of a dongle, so in the event you wish to have an unsupported licence back on SMS coverage, it will be necessary to purchase a replacement dongle. Furthermore, a fee of 90% of the full SMS fee per year the licence was unsupported will be added to the price of re-supporting your licence.

The service of re-supporting licences is not possible via My EIVA. Please reach out to eiva@eiva.com if you require this.

7. Browser & Access Issues

I am using Internet Explorer or Microsoft Edge to access My EIVA – and the site looks broken.

If you experience any issues when accessing My EIVA through Internet Explorer or Microsoft Edge, we recommend that you either update to the latest version of the browser, or use another browser, such as Google Chrome, for accessing My EIVA.

When I click on the Contact, Support or eLearning links in My EIVA, nothing happens, or I see a message saying pop-ups are blocked. What should I do?

To solve this issue, follow these steps:

1. Go to your browser settings.
2. Search for pop-ups.
3. Navigate to the site settings.
4. Open the section for Pop-ups and redirects.
5. Allow pop-ups for the website my.eiva.com to unblock the Contact, Support and eLearning links.