FREQUENTLY ASKED QUESTIONS

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I WANT TO PURCHASE A LICENSE

To get a quote, please use our contact form. We will reply to your request within 48 hours.

The Edu Code is reserved for students enrolled in our partner schools. Ask your teachers to give you your Edu Code. If necessary, you can contact us to obtain your Edu Code upon presenting evidence of your student status.

To upgrade your license, please use our contact form. We will reply to your request within 48 hours.

You can check out our price list at the bottom of our Products page.

Send any supporting documents to student@tvpaint.fr. Supporting documents must be current and bear your name and that of your school.

The Demo version allows you to test the functionalities of TVPaint Animation 11 Professional Edition, it does not allow you to save your projects. Any work done on the Demo version will be lost. To purchase TVPaint Animation, go to our Store page. 

PayPal may refuse credit cards for the following reasons:

  • either the amount is too high and your bank has denied payment, or you have reached your monthly limit;
  • your bank does not allow you to pay in euros;
  • your bank account is located in a different country and you are paying from a different country;
  • you cannot use your card in a country other than your own. We recommend that you contact your bank to make sure it will accept payment.

If payment is still denied, don't hesitate to contact us.

I HAVE PURCHASED A LICENSE

Please make sure that the confirmation e-mail has not been directed to your SPAM folder. Your purchase will be processed within 48 working hours. Past that deadline, please contact us to make sure your order is being processed.

Your license is dematerialized and will be issued electronically. You will receive an e-mail with your download links and instructions to install the software as soon as your order has been processed, within 48 working hours.  Don't forget to check your SPAM folder. Past that deadline, please contact us to make sure your order is being processed.

Your invoice will be sent to you by e-mail together with your license within 48 working hours. All your invoices are available on your TVpaint user account, under the heading « Your invoices». 

French law applies in matters relating to reimbursement: once you have received and activated your license, you can no longer cancel your purchase and seek reimbursement. If you have not activated your license, you are a private individual and the 14-day cooling-off period has not expired, you can contact us. Our General Terms and Conditions of Sale and Use are available here and on your invoice.

LOGGING IN / USER ACCOUNT

You may not be using the correct e-mail address and/or password. In this case, you can try resetting your password.

If you are still unable to log in to your user account, or if you have not received a password reset link, contact us.

INSTALLATION ISSUES

You can download the software from the "Downloads" section of your TVPaint user account. If no download is available or an error message is displayed at the time of launching the download, please contact us. You can also consult our video installation tutorials to install TVPaint on Windows or on macOS (explanatory subtitles are available in French, English, Japanese and Chinese).

Make sure that you have properly installed TVPaint Animation prior to activating your license. You can follow the steps described in our documentation available by clicking here. Once TVPaint Animation has been properly installed, please go to your License Depot by clicking on the link that has been e-mailed to you following your purchase. 

You can then select the license to be activated on your computer and proceed with the activation. You may also consult our online documentation prior to trying to activate your license.

 

The License Depot is a web page which allows you to manage your dematerialized TVPaint license. You may activate or deactivate (rehost) your license from that page.

You will receive a link to your Licence Depot page by e-mail atogether with your invoice following your purchase. If this e-mail has been misplaced, please contact us and we will resend it to you.

Please note that users who have old Safenet dongles will not have access to a License Depot page. In their case, license activation relies on a system which does not use a License Depot.

CodeMeter is an application dedicated to managing your license. Its installation is required in order to activate or deactivate your license. TVPaint Animation cannot be used without the said application. CodeMeter is automatically installed with TVPaint on Windows but has to be installed separately on macOS and Linux. Learn more about CodeMeter by consulting our installation guide for users of dematerialized licenses.

It is perfectly feasible to use TVPaint Animation on another computer. To do so, you will need to deactivate (rehost) your license from the computer on which you have been using TVPaint. 

You can consult our video tutorial and learn how to rehost your license.

You can also follow the instructions on this page of our online documentation to carry out this procedure.

You will then have to install TVPaint on your other computer and activate your license.

Firstly, you could check our online documentation: it may hold a solution to your problem.

We also offer a complete installation guide for users, as well as video installation tutorials for Windows and macOS.

In addition, we host a page dedicated to common problems relating to dematerialized licences.

Please don't hesitate to contact us if you do not find a solution to your problem in our documentation.

This is a normal message, simply letting you know that you need to allow macOS to launch TVPaint Animation. To do so, follow these steps:

*Go to "System Preferences"

*Click on the icon "Security and Confidentiality"

*Click on the tab "General"

*At the bottom of the box, you should see a short sentence explaining that "TVPaint has been blocked" etc.

*Click on the "Open anyway" button in order to allow your Mac to execute TVPaint.

You can also consult our online documentation detailing this procedure at the bottom of the page, or our installation video for TVPaint on macOS.

No need to panic! This error message simply means that you have not yet activated your TVPaint Animation license on your computer. You can consult our online documentation in order to perform this operation.

You can also consult our video installation tutorial to install TVPaint and activate your license on macOS.

If you still cannot solve your problem, don't hesitate to contact us.

Where can I find information concerning the installation and activation of my license? You can consult this page of our online documentation to reinstall and activate your Safenet license.

No, you will need to export all the components of your setup (shortcuts, custom panels etc.) and import them to the Professional Edition of the software. You can consult this page of our online documentation to learn how to do these exports and imports.

TECHNICAL AND PRACTICAL QUESTIONS

The minimum setup is as follows:

  • Windows : 8.1 & 10
  • macOS :

    WIBU licenses: El Capitan (10.11), Sierra (10.12), High Sierra (10.13), Mojave (10.14), Catalina (10.15), Big Sur (11.0) & Monterey (12.0)

    Legacy dongles : El Capitan (10.11), Sierra (10.12), High Sierra (10.13), Mojave (10.14)

  • Linux : Ubuntu 16.04+, Debian 8+, RedHat Entreprise Linux 7+, Fedora 19+

Processor: any dual core processor
RAM: minimum 4 Go / 8 Go and more is recommended
Free space on hard disk: 10 Go
Architecture: 64 bit

The level of performance of TVPaint Animation depends solely on the RAM and on the processor cores. It is not necessary to invest in an expensive graphics card to have TVPaint Animation work.

TVPaint Animation 11 works without any issues on M1 Mac computers. Please note that our software is currently using the Rosetta 2 translator provided by Apple with every M1 Mac.

As we cannot test all existing models, we advise you to test your tablet with TVPaint Animation's Demo version.

Apple has ceased support for QuickTime. In order to make it possible for our users to continue using the .mov format, we had to use different libraries. This may sometimes create issues with QuickTime. In this case, we suggest that you use other video formats such as the AVI (internal) format proposed by default with all the editions of the software, on all operating systems.

Because all these software use technology that is specific to them, just as TVPaint Animation has its own technology, which the software referred to above are not able to read. Be aware, though, that TVPaint Animation reads and exports in .PSD and that it also exports Edit Lists for editing software such as Vegas.

Almost any conventional image and video formats: MOV, AVI and derived formats, WMV, MPEG, GIF, PNG, TIFF, TGA, JPEG… It all depends on which codecs have been installed on your computer.

  • Image: BMP, GIF, JPG, PNG, PSD, TGA, TIFF
  • Video: AVI, MKV, MOV, MP4, WebM et OGG (Linux seulement)
  • Others: JSON, CSV, FLI

You can also consult this page of our online documentation to learn more.

FREQUENTLY ASKED QUESTIONS

Our offices are open from Monday through Friday from 9.00 a.m. to 12.00 p.m. and from 2.00 p.m. to 5.00 p.m. Paris time. You can contact us by phone on +33 (0)3 87 17 35 98 during business hours.

If you wish to replace your dongle licence with a dematerialized licence, please contact us.

In the case of loss, we cannot replace your dongle for free. Contact us for more information.

The latest TVPaint Animation free update is available on your user account.

You can consult our Products page and our comparison chart to learn more on any differences between these two Editions of TVPaint Animation.

We are constatnly enhancing and developing our TVPaint products in order to provide the very best tools for 2D animation. Follow us on social media to be informed of the release of any new versions.