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Support
Desktop Customer Service
Frequently Asked Questions
The following FAQ applies only to users in Americas.
Desktop Customer Service General
- What’s the difference between an update and an upgrade?
Updates are usually small, incremental maintenance releases to fix particular software defects. Upgrades include substantial feature enhancements.
- Even though QuarkXPress 7 has been released, can I still purchase or upgrade to version 6.5?
Yes. For a limited time after the release of version 7, you can still purchase or upgrade to version 6.5 by calling Quark Customer Service.
Desktop Customer Service Educational and Non-profit Organizations
- Do you offer special pricing to non-profit organizations?
Yes. See non-profit pricing for more information. Non-profit pricing is not offered on upgrades, replacement disks, or service plan purchases.
- Do you offer special pricing to educational institutions? What about to students?
Yes. See educational users for more information. Special pricing is not offered on upgrades, replacement disks, or service plan purchases.
- Which version of QuarkXPress is available for educational and non-profit users?
Educational and non-profit users can purchase QuarkXPress. See Customer Programs for more information.
- What's a Lab-Pak?
Purchased at a special price, Lab-Paks are site licenses used specifically in educational settings. See Educational pricing for more information.
- Are educational QuarkXPress Lab-Paks only available in QuarkXPress Passport?
No. You can order a Lab-Pak in either QuarkXPress or QuarkXPress Passport. See educational pricing for more information.
- What's a Multi-Pak?
Also called a "site license," this is one copy of the application that can be installed and operated on a specified number of computers. Quark also offers consolidation of multiple (five or more) licenses or copies into a single site license.
- If I upgrade my Lab-Pak or Multi-Pak, do I have to return my hardware key(s)?
No. You can keep the hardware key(s) associated with older versions of the software.
Desktop Customer Service Licensing
- What happened to the Quark mobile licensing program?
Due to customer feedback, we have ended the Quark mobile licensing program. Instead, we now have a dual licensing program.
- What is Quark License Administrator?
Quark® License Administrator (QLA) is license management software that simplifies the administration of multi-seat installations of Quark products. Designed with network administrators in mind, QLA makes it easy to control user access, increase the number of licensed seats, and instantly acquire additional licenses to meet the needs of expanding workflows. See Quark License Administrator for more information.
- Can I install the same copy of QuarkXPress on my computer at work and my computer at home?
A single-user license of QuarkXPress allows you to install and use the software on one computer at a time. If you install a single-user copy of QuarkXPress on more than one computer, an error message will display, and all but one copy of the software will be disabled.
If you require a QuarkXPress license for more than one computer, you must purchase a copy for each computer on which you want to run QuarkXPress. Or, you can install your single-user license of QuarkXPress 6 on a secondary computer that you own through Quark dual licensing. Quark dual licensing is available only to the primary, registered user of a QuarkXPress single-user software license. Quark dual licensing permits non-concurrent use of QuarkXPress on two computers, which must be the same platform.
Alternatively, you can purchase a QuarkXPress Multi-Pak (minimum of 5 licenses of QuarkXPress configured to run with one serial number). If your QuarkXPress software is part of a multi-seat installation, Quark? License Administrator (QLA) will manage your licenses.
Desktop Customer Service Purchase and Replacement
- My company already owns five copies of QuarkXPress, but now we need to buy another five copies. Will you give us a price break on the software?
Please have a look at our volume licensing program swhich enables you to purchase QuarkXPress licenses and upgrades at the most cost effective price.
- My company already owns five copies of QuarkXPress, but now we need to buy another five copies. Will you give us a price break on technical support plans?
Site license customers receive a deep discount on the price of technical support, as they only pay for one full support plan plus a "seat charge" on each additional license. (Discounts are subject to change.) Contact customer service or technical support for pricing information specific to your needs.
- How do I get a replacement QuarkXPress CD?
While a customer service representative can order replacement media, it is best to call technical support first. It is often the case that another underlying issue is the cause of the problem, and waiting to receive replacement media only increases the time you are unproductive.
- I lost my QuarkXPress program CD-ROM and I need to reinstall the software. How can I get another CD-ROM?
Call customer service at 800.676.4575. There will be a $50* replacement fee.
*Prices subject to change without notice.
- I lost my copy of QuarkXPress. Will you replace it?
Yes, subject to a $50* replacement fee for media only. If you need manuals, too, they are available for $50* plus shipping costs. In addition, you will probably want to submit a claim to your insurance company.
*Prices subject to change without notice.
- My copy of QuarkXPress was stolen. Do I have to pay to get another one?
If the license was registered to you, we can send you replacement media for $50*. The fee for manuals is $50* plus shipping. In addition, you will probably want to submit a claim to your insurance company.
- How much is a replacement hardware key?
Hardware key replacement will be offered only while supplies last. Quark customer service cannot send a replacement until technical support has diagnosed the key as defective. Replacement of defective hardware keys is $50*. The original hardware key must be returned to Quark. Replacement of lost or stolen hardware keys is $300*.
See Hardware Key Information for details.
*Prices subject to change without notice.
Support
Desktop Customer Service
Frequently Asked Questions
The following FAQ applies only to users in Americas.
Desktop Customer Service General
- What’s the difference between an update and an upgrade?
Updates are usually small, incremental maintenance releases to fix particular software defects. Upgrades include substantial feature enhancements.
- Even though QuarkXPress 7 has been released, can I still purchase or upgrade to version 6.5?
Yes. For a limited time after the release of version 7, you can still purchase or upgrade to version 6.5 by calling Quark Customer Service.
Desktop Customer Service Educational and Non-profit Organizations
- Do you offer special pricing to non-profit organizations?
Yes. See non-profit pricing for more information. Non-profit pricing is not offered on upgrades, replacement disks, or service plan purchases.
- Do you offer special pricing to educational institutions? What about to students?
Yes. See educational users for more information. Special pricing is not offered on upgrades, replacement disks, or service plan purchases.
- Which version of QuarkXPress is available for educational and non-profit users?
Educational and non-profit users can purchase QuarkXPress. See Customer Programs for more information.
- What's a Lab-Pak?
Purchased at a special price, Lab-Paks are site licenses used specifically in educational settings. See Educational pricing for more information.
- Are educational QuarkXPress Lab-Paks only available in QuarkXPress Passport?
No. You can order a Lab-Pak in either QuarkXPress or QuarkXPress Passport. See educational pricing for more information.
- What's a Multi-Pak?
Also called a "site license," this is one copy of the application that can be installed and operated on a specified number of computers. Quark also offers consolidation of multiple (five or more) licenses or copies into a single site license.
- If I upgrade my Lab-Pak or Multi-Pak, do I have to return my hardware key(s)?
No. You can keep the hardware key(s) associated with older versions of the software.
Desktop Customer Service Licensing
- What happened to the Quark mobile licensing program?
Due to customer feedback, we have ended the Quark mobile licensing program. Instead, we now have a dual licensing program.
- What is Quark License Administrator?
Quark® License Administrator (QLA) is license management software that simplifies the administration of multi-seat installations of Quark products. Designed with network administrators in mind, QLA makes it easy to control user access, increase the number of licensed seats, and instantly acquire additional licenses to meet the needs of expanding workflows. See Quark License Administrator for more information.
- Can I install the same copy of QuarkXPress on my computer at work and my computer at home?
A single-user license of QuarkXPress allows you to install and use the software on one computer at a time. If you install a single-user copy of QuarkXPress on more than one computer, an error message will display, and all but one copy of the software will be disabled.
If you require a QuarkXPress license for more than one computer, you must purchase a copy for each computer on which you want to run QuarkXPress. Or, you can install your single-user license of QuarkXPress 6 on a secondary computer that you own through Quark dual licensing. Quark dual licensing is available only to the primary, registered user of a QuarkXPress single-user software license. Quark dual licensing permits non-concurrent use of QuarkXPress on two computers, which must be the same platform.
Alternatively, you can purchase a QuarkXPress Multi-Pak (minimum of 5 licenses of QuarkXPress configured to run with one serial number). If your QuarkXPress software is part of a multi-seat installation, Quark? License Administrator (QLA) will manage your licenses.
Desktop Customer Service Purchase and Replacement
- My company already owns five copies of QuarkXPress, but now we need to buy another five copies. Will you give us a price break on the software?
Please have a look at our volume licensing program swhich enables you to purchase QuarkXPress licenses and upgrades at the most cost effective price.
- My company already owns five copies of QuarkXPress, but now we need to buy another five copies. Will you give us a price break on technical support plans?
Site license customers receive a deep discount on the price of technical support, as they only pay for one full support plan plus a "seat charge" on each additional license. (Discounts are subject to change.) Contact customer service or technical support for pricing information specific to your needs.
- How do I get a replacement QuarkXPress CD?
While a customer service representative can order replacement media, it is best to call technical support first. It is often the case that another underlying issue is the cause of the problem, and waiting to receive replacement media only increases the time you are unproductive.
- I lost my QuarkXPress program CD-ROM and I need to reinstall the software. How can I get another CD-ROM?
Call customer service at 800.676.4575. There will be a $50* replacement fee.
*Prices subject to change without notice.
- I lost my copy of QuarkXPress. Will you replace it?
Yes, subject to a $50* replacement fee for media only. If you need manuals, too, they are available for $50* plus shipping costs. In addition, you will probably want to submit a claim to your insurance company.
*Prices subject to change without notice.
- My copy of QuarkXPress was stolen. Do I have to pay to get another one?
If the license was registered to you, we can send you replacement media for $50*. The fee for manuals is $50* plus shipping. In addition, you will probably want to submit a claim to your insurance company.
- How much is a replacement hardware key?
Hardware key replacement will be offered only while supplies last. Quark customer service cannot send a replacement until technical support has diagnosed the key as defective. Replacement of defective hardware keys is $50*. The original hardware key must be returned to Quark. Replacement of lost or stolen hardware keys is $300*.
See Hardware Key Information for details.
*Prices subject to change without notice.