”Welcome to BetterGuard.com! Your Source for Protection from Identity Theft”

This is a database of the most commonly asked questions regarding our products. If your question is not answered here, send us your question using the 'Contact Support' menu option.

1. Downloaded file is corrupt
2. How much does BetterGuard cost?
3. What comes with BetterGuard?
4. Refund Policy
5. Why is 'registered' better than the trial version?
6. What payment methods are there available?
7. How do I purchase?
8. When will my software arrive?
9. When will my CD arrive?
10. Can I install BetterGuard on multiple computers with one license?
11. How do I upgrade BetterGuard Suite?
12. How do I purchase multiple licenses
13. Will it run on my operating system?
14. How do I renew my license/subscription?
15. What are the system requirements for BetterGuard Suite?
16. Can I purchase your software in a retail store?
17. What is my license code?
18. What if my license code is invalid?
19. How do I register BetterGuard Suite?
20. Why doesn't the license code work for all the programs that I receive on the CD ROM?
21. How do I run BetterGuard Suite?
22. How do I schedule a scan in BetterGuard Suite?
23. What is System Restore?
24. How do I restore changes made?
25. What is the Ignore List?
26. How do I change Startup Preferences?
27. What languages are supported?
28. I am having problems with Smart Update.
1. Downloaded file is corrupt

There may be many reasons why the file you downloaded was corrupt, including repeated disconnection/reconnection to the internet while downloading, third party browser settings as well as internet service provider proxy connection.

Disconnection/Reconnection to the internet - When this occurs the file you were downloading is 'cut off' unexpectedly, even if your browser reconnects and starts the download where it last ended

Third Party browser settings - If you use a third party browser, other than Internet Explorer (Opera, Firefox or Netscape) your settings may prevent you from successfully downloading the complete file.

Internet Service Provider Proxy - Your ISP may have attempted to provide you with a local (saved) copy of the file from within their own network (proxy server), your connection includes proxy connection settings in order to provide you with faster access to certain content on the internet. As a result they may deliver an outdated copy or parts of a file that is no longer valid, resulting in a corrupt file.

What to do now:
In all these cases, downloads should be re-attempted using a more widely accepted browser such as Internet Explorer with default settings from your ISP.
1. Please delete the corrupted file
2. Open Internet Explorer/Firefox/Netscape/Opera browser
3. Visit www.BetterGuard.com to download the product you wish to install

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2. How much does BetterGuard cost?

The full price of the recommended BetterGuard Suite is $69.95 (US) and includes all four of our powerful BetterGuard products (SpyDefeater, KleenTrax, Keychain, and the BetterGuard PopBlocker), plus a 12 month subscription to full product/technical support, all software upgrades and our Smart Update feature which ensures that you have the latest versions and enhancements.

In addition, you can opt for your BetterGuard products to be sent to you in a free CD-ROM version with a shipping and handling fee.

12-month subscriptions may be renewed on expiry at a discounted rate.

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3. What comes with BetterGuard?

Your BetterGuard product purchase comes with all software upgrades and our Smart Update feature which ensures that you have the latest version and enhancements.

Only the recommended BetterGuard Suite includes all four of our powerful BetterGuard products (SpyDefeater, KleenTrax, Keychain, and the BetterGuard PopBlocker).
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5. Why is 'registered' better than the trial version?

We here at BetterGuard invite you to 'test drive' any of our products before you buy. In doing so, we offer free trial versions of every product in the BetterGuard Suite. Each trial product is designed to work for a limited amount of time or uses, in order for you to experience the BetterGuard difference firsthand. While each trial version can readily upgrade to the maximum power of a registered version, none contain the unlimited usage, 'always-on' privacy defense, and comprehensive protection that a genuine registered BetterGuard product contains.

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6. What payment methods are available?

We accept all major credit cards including Visa, MasterCard, American Express, and Discover. All transactions are safely and securely conducted via PayPal. In addition we welcome payments made via PayPal accounts.

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7. How do I purchase BetterGuard?

BetterGuard products can only be purchased online through the www.BetterGuard.com website. Once purchased, your BetterGuard product registration details will be confirmed immediately and also verified via email.

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8. When will my software arrive?

BetterGuard products are not actually shipped out to you unless you order the CD-ROM. You need to first download the free and secure trial version from www.BetterGuard.com. Once the trial version has been downloaded, you need only enter your unique product key, provided to you upon purchase of the product. Once the correct product key is in place, your trial version is 'unlocked' as a fully registered version.

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9. When will my CD arrive?

Please allow 14-21 business days for your CD to arrive if you have ordered by Standard Shipment.

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10. Can I install BetterGuard Suite on multiple computers with one license?

The purchase of any of our software with a single license means it can only run on one PC at a time. If you wish to install on another system, you have to uninstall it from the previous system first. Alternatively you can purchase multiple licenses of any BetterGuard product. Please visit www.BetterGuard.com for more information about purchasing multiple licenses.

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11. How do I upgrade my BetterGuard product?

Your BetterGuard product automatically updates itself. It is truly a hassle-free experience! When you turn on your computer and connect to the internet, BetterGuard automatically connects to our servers and looks for an update. If one is available, it automatically updates itself on your computer and performs a scan based on the latest information.

**Please note- Certain anti-virus software and firewall settings may prohibit automatic updates from occurring. Please configure your software and/or firewall settings to allow BetterGuard to access the Internet to conduct updates.

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12. How do I purchase multiple licenses?
Pricing:
The full price for the BetterGuard Suite is US $69.95 and it includes 1 year of free updates and support.

Our volume discounts are outlined below.

Number of licenses/units
Package price
1 license
USD : 69.95

Family pack (5 licenses, same family at the same address)
USD: 99.95

Please contact BetterGuard Customer Support for details on volume license pricing and specials on individual BetterGuard products.

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13. Will it run on my operating system?

BetterGuard Suite supports the following Windows platforms: Vista, Windows XP, Me, 2000, 98 and 95.

Although we do not support any server versions, some customers have no problem installing in Windows NT, 2000 servers or 2003 server.

At this stage BetterGuard Suite does not support the Macintosh operating system.

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14. How do I renew my license/subscription?

We here at BetterGuard want you to be completely satisfied with your purchase of our software. We are currently working on a solution to provide you with a lifetime license, meaning that your license is good for as long as you own the computer. Until we develop this solution, your license of BetterGuard has no time limit, and is good for as long as it runs only on the computer it was originally purchased for.

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15. What are the system requirements for BetterGuard?

The following minimum system requirements are needed to run BetterGuard:
o Intel 486 processor (or equivalent) or better
o 16 MB of RAM available
o 7 MB of free hard disk space
o Internet Explorer 5.5 or greater
BetterGuard Suite will operate on the following versions of Microsoft Windows:
Vista
o Windows XP (Home and Professional)
o Windows 2000 Professional
o Windows NT Workstation 4.0
o Windows Me
o Windows 98
o Windows 95
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16. Can I purchase your software in a retail store?

BetterGuard is not presently sold in retail stores. Our amazing products are very inexpensive. The best way for us to provide worldwide distribution of BetterGuard is to minimize costs.

Instead, BetterGuard is available online for purchase from www.BetterGuard.com or via CD-ROM.

Upon completion of the purchase, you will receive a license code which will unlock your installed trial version of BetterGuard Suite. If you have not yet installed a trial version of BetterGuard Suite, you can download and trial it from www.BetterGuard.com.

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17. What is my license code?

The license code is your unique activation key for converting your BetterGuard product into a fully functional registered version

Your unique license code is sent to you upon successful completion of your BetterGuard product purchase. Your license code and details will be sent to you via provided email address. If you do not receive your license code upon product purchase, please contact a BetterGuard Customer Service Representative.

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18. What if my license code is invalid?

If your license key is not accepted, please check the following:
(Note that this error message can be avoided by copying and pasting your license details into the registration screen)
1. The License Name and License Code are case-sensitive.

2. Please ensure that you are not entering the letter 'O' for the number '0'.
(We use all '0' [zeros] in our license codes).

3. Please ensure there are no 'spaces' at the beginning or the end of the
license details, as this will produce an error. Use your backspace or delete
key to remove any entered 'spaces'.

If you are still encountering an 'invalid code' error message, please contact BetterGuard Support.

Please Note: Please do not press the 'Continue Evaluation' button on the register screen when trying to register, use the 'Register' button to finish the registration process.
Please ensure you run Smart Update as soon as possible after registering, to ensure that the database and tools are updated to the latest version.

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19. How do I register BetterGuard Suite?

The fully functional registered version is activated by entering your license information into the free evaluation version.

o To enable the full registered version please open BetterGuard Suite and
click on "Register" located on the top right section of BetterGuard Suite's
screen. If "Smart Update" is shown instead, then BetterGuard Suite has
already been registered.

o Please then Copy and Paste your License Name and Code into the two
registration textbox fields.

o Please make sure that all information is entered to the far left of the
textbox fields and that there are no blank spaces to the left before
clicking the 'Register' button.

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20. Why doesn't the license code work for all the programs that I receive on the CD ROM?

The CD you have received contains only TRIAL version of our software products, the same files that can be downloaded from our web site. The CD is an add-on at the cost of $9.95 USD for those who would like a copy of the program on CD to negate the need for future downloads due to reformatting your computer for example.

Please be aware the CD contains TRIAL versions of SpyDefeater, Kleentrax, Keychain, and the BetterGuard PopBlocker.

These trial versions are activated into fully functional versions when you enter the appropriate license information into the product you have purchased.
If you have tried the other products on the CD and would like to purchase a license for them, then please visit www.BetterGuard.com to complete the purchase process.

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21. How do I run my BetterGuard product?

Your BetterGuard product should auto-run upon first installation, and summarily start running upon each reboot of your PC. Depending on your PC settings, certain installed products may not be set to auto-run.

In such case, each BetterGuard product typically installs a small shortcut icon on your desktop, as well as within your 'Programs' file. By clicking on the desktop icons, your BetterGuard product should initiate and run.

In order to start your BetterGuard product from your 'Programs' file, please conduct the following:
o Click on the 'Start' button on the bottom left of your PC
o Click on the 'All Programs' option
o A file labeled 'BetterGuard' should be resident in your programs list

If you are still experiencing technical difficulties in launching your BetterGuard product, please contact BetterGuard Customer Support.

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22. How do I schedule a scan?

Those BetterGuard products with scanning capabilities will launch a prompt to do so upon first install. From there, you can schedule your scans within the respective program's settings.

Contact BetterGuard Customer Support for more information.

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23. What is System Restore?

The System Restore feature is part of the Windows Operating system. It enables you to record and save your Windows registry and system files settings at that present period. The system restore, if enabled, will create a restore point before any software installation, driver installation, upgrades and every 24 computer working hours.

For more information please review the following link:
http://www.microsoft.com/windowsxp/using/helpandsupport/learnmore/systemrestore.mspx

By clicking options and checking the Create a System Restore Point before repair, your BetterGuard product will create a System Restore Point before any repair, to the purpose of creating an additional backup to the BetterGuard Suite backup system.

Please note that BetterGuard Suite System Restore option is only supported under Windows XP only.

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24. How do I restore changes made?

The changes your BetterGuard product makes to your registry file are fully reversible. Your BetterGuard product automatically creates a backup every time you click 'fix' when problems have been detected during a scan.

Restore Changes:
To restore changes made to your system, please follow the procedure below:
1. Open BetterGuard Suite

2. Click the 'Restore Backup' button in the main program window

3. A list of backup files are displayed, along with the date and time of their
creation. Place a check in each backup that you wish to restore, and then
click the 'Restore' button.

4. When the restore is complete, click 'Finished' to return to the main
program window.

Note that you may be required to re-start your system to activate the newly-restored keys in your registry file.

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25. What is the Ignore List?

SpyDefeater can sometimes identify keys associated with installed programs as being problems, when in fact they are legitimate keys. This is because the keys do not pass SpyDefeater's criteria for being passed as valid, and this can cause the operation of the program which relates to these keys to become erratic.

SpyDefeater allows you to create an 'Ignore List', where you can list the keys identified as problems and instruct the program to bypass them in future scans. You can learn more about adding keys to your own personalized 'Ignore List' by clicking on Help - Contents - Getting Started, and then choose the 'Scan Results and Modifying Problems' sub-topic.

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26. How do I change Startup Preferences?

When BetterGuard Suite is installed, by default the startup feature is disabled.

Change Startup Feature Setting:

You can change this startup option to 'Full Scan' or 'Disabled' according to your own personal preference. To set this preference, please follow the procedure below:

1. Open your BetterGuard product

2. Click on 'Options'. This will display a new window

3. Click 'General' from the displayed list on the left-hand side of the window
(it should be selected automatically)

4. In the 'Startup & Language' section of the window, change the
'Automatic' option to 'Full Scan' or 'Disabled' (as desired)

5. Click 'Save', and then click 'Yes' to confirm the changes that you have
made or 'No' to abandon the changes you have made

6. You will then be returned to your BetterGuard program's main program
window

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27. What languages are supported?

BetterGuard is presently only available in English. We are indeed looking at the possibility of adding other languages into BetterGuard. We recommend you check the BetterGuard.com website for product news and updates.

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28. I am having problems with Smart Update

The problem you are experiencing is generally due to one of the following three reasons:
o No Internet connection - please ensure you are connected to the Internet
when attempting to perform a Smart Update.

o Firewall / Proxy Server blockage - you may need to temporarily disable
your firewall or proxy server to perform Smart Update, as these could
interpret the BetterGuard Suite's update function as a malicious process.

If possible, place BetterGuard Suite's 'liveupdate.exe' on your firewall or
proxy server's 'Allowed Processes' list. This will allow you to run future
Smart Updates with your firewall or proxy server enabled.

o Virus Scanner interference - you may need to temporarily disable your
virus scanner to perform a Smart Update, as these could determine the
download as an attempt to infect your computer with a virus. Please
remember to re-enable your Virus Scanner when Smart Update has
completed.

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