TuneMobie Faqs about Sales, Registration and Product

General Sales FAQs

Is your online order secure?

Yes, it is 100% secure. We use Share-it (One of the MyCommerce payment solutions) for all online orders and Share-it® is a registered trademark of Digital River GmbH. The secure server is at mycommerce.com, a veteran ecommerce company specializing in software & SAAS.
What payment methods can I use?

You can use all mainstream credit cards including Visa, MasterCard, American Express, JCB, etc. Besides, Paypal and check (prepayment) are also accepted. Wire transfer is only available in some countries.
Does your price include tax?

No. Sales tax may be applied based on your residence.
Will I be charged automatically in next billing cycle if I purchase a subscription?

We provide flexible license plans including 1 month subscription, 3 months subscription, 1 year subscription, lifetime license and family license. Among the license plans, 1 month subscription, 3 months subscription and 1 year subscription are subcription-based orders. As long as you don't cancel the subscription manually or you don't contact us to cancel it, it will be renewed automatically when current subscription expires.

From September 2022, we use "Orig_Purchase_ID" technology from MyCommerce. This enables you to use the original registration code to register the full version in next subscription again as long as your subscription hasn't been cancelled.

MyCommerce will also send you a notification email to remind you about the subscription 14 days before the automatic renewal.
Is the price of upcoming billing cycle same as the first order?

Yes, the price of any upcoming subscriptions are the same as the price of your first order. The price of any upcoming subscriptions won't be changed even we change the price in future.
How to cancel the next subscription?

There are two ways to cancel the subscription, one is to cancel it manually by yourself, and the other is to contact our support team with your order information.

(1) Please log in your MyCommerce account, and you can easily cancel your next subscription order. You can cancel the next subscription in any day of current subscription. As to your MyCommerce account and password, please check the next Q & A.

(2) Contact our support team with your order information mentioned in the mail. Order information refers to the email address you used to purchase our product, the order number, or your license key.
What is my MyCommerce account and password?

If you haven't created a MyCommerce account before, or you haven't purchased any product from MyCommerce account before, your MyCommerce account will be the email address you entered in the payment process. After purchasing, you can log in your MyCommerce account from "Log in - My Account" page, click "Request Login/Password", enter your email address and click "send data" button, then you will receive an email from MyCommerce soon. Open your mail box and follow the instructions in MyCommerce's email to reset your password.
Is there any refund guarantee?

We provide different money back guarantee based on your license plan and other circumstances. Please refer to our refund policy to learn more details.
What information do I need to enter for purchasing your product?

Basic billing information including Email, First Name, Last Name, Country and Zip Code need to be entered. If you use credit card to pay, you also need to enter your Credit Card Number, Expiration Day and Card Security Code. We fully respect your privacy and will never sell or send your personal information to any third-party. Please refer to our privacy policy for details.
What should I do If I accidentally purchased the wrong product?

Please contact our support team with the order ID of the product you have purchased. Or you can directly purchase the correct product you want and then contact our support team with both order IDs, and then we will immediately refund the incorrect one to you. For other refund request, please refer to refund policy.

If the prices of the wrong product and the correct product are the same, you can directly contact us to request a valid license code for the correct product. We will send you a new code for the correct product and disable the code for the wrong product at the same time.
Can I get a discount if I want to purchase two or more products from TuneMobie?

We do not provide discount for subscription orders. If you purchased a lifetime license of one product, and you want to purchase another lifetime license of another product, you can contact us and we will provide 25% discount for you.
Can I get a discount if I want to purchase multiple licenses?

We provide flexible license options including dual-OS plan for 1 PC + 1 Mac, as well as family license for up to 5 PCs or 5 Macs.
Can I purchase a CD?

We provide download versions of TuneMobie products instead of CD copies. You don't need to buy CDs as the products will be upgraded constantly and you can download the latest versions of the product from our website without any limitations.
Can I purchase your product for commercial use?

No, all TuneMobie products are sold as home editions and can be only used for individuals and family. Any commercial use are strictly prohibited.
Can I upgrade to latest version for free?

As long as your license code is valid, you can upgrade to latest version for free. Simply download the latest version from our website, install it and overwrite the old version. Please do not run old version when installing latest version. For more information, you can read upgrade policy for more details.

General registration code FAQs

How long will I get registration code if I have paid for the order successfully?

Once you have placed the order successfully, the registration code will be automatically sent your email address immediately by MyCommerce. If you couldn't find it in your mailbox, please also check spam as sometimes it may be marked as spam. If you have checked spam and haven't got the registration code, please contact us for help.

Registration code, regardless of your license plan, will be included in the email sent by MyCommerce.
How to register TuneMobie product?

Download and install free trial version first, then launch the product and you will see 4 icons including key icon at the upper right corner of software interface. Click the key icon to open Register dialog, copy your registration code from your email, paste your registration code into the blank box, then click "Register" button. Please note that internet connection is necessary for verifying your keycode.
Can I register one registration code on multiple computers?

license key of 1 month subscription, 3 months subscription, 1 year subscription and lifetime license can be only activated on one computer. If you reinstalled your OS or want to use it on a new computer, you need to contact us.

Dual-OS license can be activated on one Windows computer and one Mac computer.

Family license can be registered on up to 5 computers. Please note that registering family registration code on multiple operation systems in same computer will be treated as registering on different computers. Re-registering after reinstalling OS will be also counted as one registration.
Can I register my registration code for both Windows and Mac version?

No. Windows or Mac versions are sold as different products. If you are using both Windows and Mac, then Dual-OS license is the perfect option for you. You will get 1 registration code for Windows and 1 registration code for PC.
Do I need internet connection to activate the software?

Yes, any license registration needs to be verified via internet connection. If you have internet connection but failed to register the program, please contact us for offline registration.
Can I move registration code to another PC or can I use the key to register after reinstalling OS?

For registration code of subscription orders (1 month, 3 months and 1 year), please contact us with your order information, so we can reset the registration code and then you can use it to register on another computer or register on the same computer after reinstalling OS or OS recovery.

As to lifetime registration code, if you want to register on another computer or want to re-register after reinstalling OS or OS recovery, please contact our support team first and we will generate a new registration code for you and deactivate original registration code.
How can I retrieve my registration code if my computer crashes.

Any used registration code (family license excluded) can't be used to activate again. However, you can contact us with your order information. As to registration code of subscription orders, we will reset it for you. As to lifetime license, you can contact our support team for a new registration code. We will deactivate the original registration code after we send the new one.

As to family license, as long as its 5 times of registration hasn't been used up, you can use it to register again. If you use family license more than 5 times, then please contact our support team and we will generate new keys for you.
How many times can I move my lifetime registration code to a new OS/computer?

The lifetime registration code can be only activated once on one computer. If you have your OS reinstalled, or you have got a new computer, you can contact us for a new lifetime registration code. However, the times you can move the license to a new OS/computer is limited to 3 times. If you have exceeded the 3 times, please purchase a new license instead.
I tried to register the program but failed, why?

There are several possibilities: (1) The program you are attempting to register is not the one you purchased. For example, you tried to register Apple Music Converter with a license code for Spotify Music Converter. (2) You purchased a wrong version and didn't realized it. For example, you purchased Apple Music Converter Windows version and tried to register Apple Music Converter for Mac. As stated above, Windows version code can't be used to register Mac version, or vice versa. (3) You didn't copy the full license code. (4) You added extra space before or after the license code. In this case, just remove the space and try to register again. (5) You tried to use your original registration code to re-register after reinstalling OS or OS recovery.
I have received a license code but haven't got the download link.

Generally speaking, download links are included in the email sent by MyCommerce. Please note that there is no direct download link of full-feature installer. You can only use all features after registering the program. Or you can go to our download center to download free trial version, install it then register it with your license code.

Apple Music Converter FAQs

What's the difference between trial version and the full version of Apple Music Converter?

For both Windows and Mac versions, the free trial version will only convert the first 3 minutes of each song. And you can only convert 3 files at a time. To unlock the limitations of the free trial version, you can purchase a license code, activate full version and enjoy all features.
What's the difference between the old way and the new way of conversion?

Before September 2022, Apple Music Converter (up to Windows version V6.9.2 & macOS version V7.0.5) works with iTunes (on Windows or macOS up to Mojave 10.14.6) or Music app (on macOS Catalina 10.15 or above) to convert Apple Music songs. This is the old way of conversion. However, iTunes or Music app update may cause compatibility problems. Also, iTunes/Music app is buggy. When iTunes/Music app is not working because of various reasons, or iTunes/Music app crashes, you can't use Apple Music Converter to convert the songs.

Conversion speed is also another important factor. On macOS High Sierra 10.13 or later, Apple Music Converter can only convert at original speed because of macOS system limitation, and you need to spend same or longer time for converting a song.

From September 2022, we adopted a new way of conversion, which is recording the audio stream in the built-in web player. This makes conversion much faster.
How to Register TuneMobie Apple Music Converter?

Please download the free trial version from our website and install it first. Launch TuneMobie Apple Music Converter and you will see 4 icons including key icon at the upper right corner of software interface. Click the key icon to open Register dialog, copy your registration code from your email, paste your registration code into the blank box, then click "Register" button. Please note that internet connection is necessary for verifying your keycode. The steps can be applied to both Windows and Mac versions.
I want to use the old way of conversion, where to download the installer of old version?

Please note that old versions including Windows version V6.9.2 and macOS version V7.0.5 may not work one day, due to iTunes/Music app/OS update. If the old way can't work any more, you may have to switch to the new way. You can get the old installers here: Windows version V6.9.2 and macOS version V7.0.5.
Can I keep the output songs if I uninstall Apple Music Converter or cancel Apple Music subscription?

Of course, uninstalling TuneMobie Apple Music Converter or cancelling Apple Music subscription won't delete any output files. Any output MP3, M4A, WAV, FLAC or AIFF files converted from Apple Music songs will stay in its output folder. If you want to delete the output files, manual actions are needed.
TuneMobie Apple Music Converter (Mac) would like to control this computer using accessibility features, why?

In macOS High Sierra 10.13 or later, Mac system may pop up a dialog as below when you launch TuneMobie Apple Music Converter. Please note that you need to click "Open System Preferences" and check TuneMobie Apple Music Converter for Mac in next step. In Security & Privacy dialog, click the lock icon in the left bottom to make changes, and enter your administrator password and check "TuneMobie Apple Music Converter" in privacy list to apply. This will allow you to use all the features of Apple Music Converter for Mac. Otherwise, some of the features may not work. We don't collect any privacy information.
I can't sign in the built-in Apple Music web player, why?

(1) Please check whether you are running latest version by menu "Help" > "Check for updates". If not, upgrade to latest version first and try again.

(2) Please make sure your Apple ID is not blocked. You can use Google Chrome, Firefox, Microsoft Edge or Safari to sign in your Apple ID and check whether you can sign in or not. You can't sign in the built-in web player with a blocked Apple ID.

(3) On Windows 10/11, if Microsoft Defender SmartScreen doesn't allow our software to run, you may need to add our software to whitelist first. You can launch Windows Defender Security Center on Windows 10 or Windows Security on Windows 11 from the Start menu. Please check "Add an exclusion to Windows Security" from Microsoft website. you can add "TuneMobie Apple Music Converter" folder from this path: "C:\Users\(Your Username)\AppData\Local\Programs\TuneMobie Apple Music Converter".

(4) Apple Music web player website update may cause problems. In this case, please report the problem to us and wait for a new version release.
The conversion doesn't start, it keeps spinning and waiting. How to fix?

(1) Please check whether you are running latest version by menu "Help" > "Check for updates". If not, upgrade to latest version first and try again.

(2) Please make sure your output folder is set to a local folder. Please note that drive root, USB flash drive, USB hard disk and network drive are not supported. You can click Settings icon at the upper right corner of software interface to open Settings dialog and change output folder.

(3) Apple Music web player website update may cause problems. In this case, please report the problem to us and wait for a new version release.

(4) Software bugs may exist under some conditions. Please send the log file to us. You can click menu "Help" > "Open the log file" to find it, then send the log file to our support team with your OS information. Our support team will forward to our developers and have a check. If the log file is too large to attach in the email, you can upload to Google Drive, OneDrive, iCloud, etc. and share the link to us, or send to us via wetransfer.com.
How to solve XPCHelper problem when Apple Music Converter for Mac is launched?

To solve XPChelper problem, please download the driver.zip file, unzip it and follow the instructions in Guide-EN.docx document. This solution only applies to V7.0.5 or older versions. Such a problem won't happen any more when using V8.6.2 or later.
I didn't find the features I need.

Please feel free to contact us, tell us the product you are using and your OS version, then suggest new features you need. We will collect user suggestions and our developers will evaluate whether the suggestions are feasible.

Spotify Music Converter FAQs

What's the difference between trial version and the full version of Spotify Music Converter?

For both Windows and Mac versions, the free trial version will only convert the first 3 minutes of each song. And you can only convert 3 files at a time. To unlock the limitations of the free trial version, you can purchase a license code, activate full version and enjoy all features.
What's the difference between the old way and the new way of conversion?

Before September 2022, Spotify Music Converter (up to Windows version V3.2.6 & macOS version V2.7.1) works with Spotify application to convert Spotify songs. This is the old way of conversion. However, Spotify version update may cause compatibility problems. Also, when Spotify application is not working because of various reasons, you can't use Spotify Music Converter to convert the songs.

Conversion speed is also another important factor. On macOS High Sierra 10.13 or later, Spotify Music Converter can only convert at original speed because of macOS system limitation, and you need to spend same or longer time for converting a song.

From September 2022, we adopted a new way of conversion, which is recording the audio stream in the built-in web player. This makes conversion much faster.
How to Register TuneMobie Spotify Music Converter?

Please download the free trial version from our website and install it first. Launch TuneMobie Spotify Music Converter and you will see 4 icons including key icon at the upper right corner of software interface. Click the key icon to open Register dialog, copy your registration code from your email, paste your registration code into the blank box, then click "Register" button. Please note that internet connection is necessary for verifying your keycode. The steps can be applied to both Windows and Mac versions.
Can I use the old way or old version of Spotify Music Converter?

For both Windows and Mac versions, the old way of conversion is not working any more because of Spotify version update from V1.1.93. You may have to switch to our new way of conversion which uses a built-in Spotify web player.
Can I download Spotify music using a free account?

Yes, both Spotify free and premium account are supported.
Can I keep the output songs if I uninstall Spotify Music Converter or cancel Spotify Premium?

Of course, uninstalling TuneMobie Spotify Music Converter or cancelling Spotify Premium won't delete any output songs. Any output songs converted from Spotify Free or Spotify Premium will stay in its output folder. If you want to delete the output songs, manual actions are needed.
TuneMobie Spotify Music Converter (Mac) would like to control this computer using accessibility features, why?

In macOS High Sierra 10.13 or later, Mac system may pop up a dialog when you launch TuneMobie Spotify Music Converter. Please note that you need to click "Open System Preferences" and check TuneMobie Spotify Music Converter for Mac in next step. In Security & Privacy dialog, click the lock icon in the left bottom to make changes, and enter your administrator password and check "TuneMobie Spotify Music Converter" in privacy list to apply. This will allow you to use all the features of Spotify Music Converter for Mac. Otherwise, some of the features may not work. We don't collect any privacy information.
I can't sign in the built-in Spotify web player, why?

(1) Please check whether you are running latest version by menu "Help" > "Check for updates". If not, upgrade to latest version first and try again.

(2) Please make sure your Spotify account is not blocked. You can use Google Chrome, Firefox, Microsoft Edge or Safari to sign in your Spotify account and check whether you can sign in or not. If your account has been suspended or blocked by Spotify, you cannot sign in the built-in Spotify web player. Spotify may detect whether you are using Spotify application to convert songs and may block your account for this. If your account is blocked by Spotify, you can contact Spotify team to get back the account, however, you will have to promise that you won't convert Spotify songs any more. As a solution, you can use another free email address to create a Spotify Free account and use this account for conversion only. This is also why we changed the way of conversion from Spotify application to Spotify web player.

(3) On Windows, if Microsoft Defender SmartScreen doesn't allow our software to run, you may need to add our software to whitelist first. You can launch Windows Defender Security Center from the Start menu. Click Start button, navigate to the letter "W", open "Windows Defender Security Center", click "Virus & threat protection", then scroll down to "Exclusions" and click on the link "Add or remove exclusions", click on the button "Add an exclusion", then you can add "TuneMobie Spotify Music Converter" folder from this path: "C:\Users\(Your Username)\AppData\Local\Programs\TuneMobie Spotify Music Converter".

(4) To protect your account, Google, Facebook or Apple may not allow you to use "Continue with Google", "Continue with Facebook" or "Continue with Apple" to sign in our built-in web player. In this case, you may need to use a free email to create another Spotify account and sign in our program for conversion.

(5) Spotify web player website update may cause problems. In this case, please report the problem to us and wait for a new version release.
The conversion doesn't start, it keeps spinning and waiting. How to fix?

(1) Please check whether you are running latest version by menu "Help" > "Check for updates". If not, upgrade to latest version first and try again.

(2) Please make sure your output folder is set to a local folder. Please note that drive root, USB flash drive, USB hard disk and network drive are not supported. You can click Settings icon at the upper right corner of software interface to open Settings dialog and change output folder.

(3) Spotify web player website update may cause problems. In this case, please report the problem to us and wait for a new version release.

(4) Software bugs may exist under some conditions. Please send the log file to us. You can click menu "Help" > "Open the log file" to find it, then send the log file to our support team with your OS information. Our support team will forward to our developers and have a check. If the log file is too large to attach in the email, you can upload to Google Drive, OneDrive, iCloud, etc. and share the link to us, or send to us via wetransfer.com.
I didn't find the features I need.

Please feel free to contact us, tell us the product you are using and your OS version, then suggest new features you need. We will collect user suggestions and our developers will evaluate whether the suggestions are feasible.

M4V Converter Plus FAQs

What's the difference between trial version and the full version of M4V Converter Plus?

For both Windows and Mac versions, the free trial version will only convert first 5 minute for each M4V video. You can purchase a license code to activate full version and enjoy all wonderful features. Besides, You can use Windows free trial version for 30 days and Mac free trial version for 45 days.
How to Register TuneMobie M4V Converter Plus Windows version?

Please download the free trial version from our website and install it first. Launch TuneMobie M4V Converter Plus and you will see a dialog as below. Click Activate button if you have purchased a registration code or got a free registration code from us.

Copy and paste the registration code correctly without extra space, and click Unlock button to get the full version. Please note that internet connection is necessary for verifying the registration code.
How to Register TuneMobie M4V Converter Plus Mac version?

Please download the free trial version from our website and install it first. Launch TuneMobie M4V Converter Plus and you will see a popup window as below. Click "Enter Key" button if you have purchased a registration code or got a free registration code from us.

Copy and paste the registration code correctly without extra space, and click Activate button to get the full version. Please note that internet connection is necessary for verifying the registration code.
Is M4V Converter Plus compatible with macOS High Sierra or later?

Sorry, so far M4V Converter Plus is not compatible with macOS High Sierra or later. It's a system-level limitation by Mac. Our competitors encounter the same problem as well. Our development team will do our best to find a solution.
M4V Converter Plus (Windows) is not compatible with iTunes 12.10.2 or later, what to do?

Sorry, so far M4V Converter Plus (Windows) can only work with iTunes up to version 12.10.1.4. Please follow the instructions below to fix the problem.

(1) Please delete the downloaded videos from your iTunes library.

(2) Uninstall iTunes 12.10.2 or later version first, then download iTunes 12.10.1.4 (or iTunes 12.9.0) from the links below. Here are the links for iTunes 12.10.1.4 or iTunes 12.9.0 (Select version from dropdown list): iTunes (32-bit) | iTunes (64-bit)

(3) Go to menu "Account" > "Authorizations" > "De-authorize this computer" to de-authorize your computer. After that, exit iTunes and re-launch iTunes.

(4) Open iTunes again, go to menu "Account" > "Authorizations" > "Authorize this computer", login your Apple ID to re-authorize your computer.

(5) After downloading the videos from your purchase history, you can exit iTunes and launch M4V Converter Plus to start conversion.

If the actions above can't solve your problem, please open Control Panel, click “Uninstall a program”, then find iTunes, Apple Application Support (32-bit) and Apple Application Support (64-bit) and uninstall them one by one. Then create a new administrator account, install iTunes 12.10.1.4 or iTunes 12.9.0 under the new administrator account, then download the M4V videos and try conversion again.
Converting M4V videos with M4V Converter Plus is lossless, right?

Yes. Converting M4V videos is lossless, we simply break encrypted limitations from the original videos, and switch the M4V video container to MP4 without re-encoding, currently you can't use the program to compress the video or reduce video quality.
Which product should I use to extract audio from iTunes videos?

Please use Apple Music Converter to extract audio from iTunes movies, TV shows, music videos and home videos. Currently, M4V Converter Plus only supports MP4 video output.
How to improve output quality?

The output MP4 videos have same video quality as original M4V videos and there is no option for improving output quality.
Can I make conversion faster?

The speed of M4V to MP4 conversion is up to your computer hardware configurations. If you got a better PC with more powerful CPU and memory, your conversion speed will be faster.
Can I preserve multilingual subtitles and audio tracks?

Sure. M4V Converter Plus will convert M4V to MP4 with all multilingual subtitles, audio tracks, Dolby 5.1 track, closed captioning and audio descriptions retained.
Conversion process stops after some time unsupervised, how to fix?

Screensaver and computer sleep may cause the problem. If you need to convert a large amount of M4V videos, it's recommended that you turn off screen saver and set computer sleep to Never. Or make sure the time for screensaver or computer sleep is longer than the time for conversion.
Can I convert the iTunes M4V videos I received from others?

No. If someone else send you the files and your computer are not authorized with the associated Apple ID, our software won't help. The premise for conversion is that you can play the files. You can only convert the M4V videos which are associated with the Apple ID used to buy or rent the videos. TuneMobie products don't crack anything.
Can I convert rental movies with M4V Converter Plus?

Currently converting iTunes rental movies is only for Mac version and is not available for Windows version. Our developers are looking for ways to convert iTunes rentals on Windows.
Can I keep the output MP4 files if I decide to uninstall M4V Converter Plus?

Of course, uninstalling TuneMobie M4V Converter Plus won't delete any output files. Any MP4 videos converted from iTunes purchases and rentals, will stay in its output folder. If you want to delete the output MP4 files, manual actions are needed.

Faqs for Sales, Registration & Products