Your software is supplied to you directly as part of your DSA support. Because of this, the manufacturer considers you — not Study Tech — to be the registered user of the licence.
This means:
Some software makers will only discuss account, personal/covered by GDPR or activation issues with the registered user.
They may not allow a third party (including Study Tech) to request changes or access your account.
They may have removed email support as an option, opting for a webform or similar.
Some manufacturers need logs, other files or direct information from the person experiencing the issue.
In many cases, they must speak to you first for security and data‑protection reasons
If you ever need help contacting a software manufacturer, we’ll guide you on what to say, what information they’ll ask for, and what to do next.
We just can’t always contact them directly on your behalf.
Because of this, many software manufacturers have strict rules about who they can speak to and what information they can share.
This article explains why some companies need to hear from you first, what they can help with, and what they cannot do unless you contact them directly.
Software companies treat your DSA licence as a personal account, similar to an email address or online banking login. For privacy and security reasons, they may only assist the registered user — which is you.
This means they may ask you to:
Confirm your identity
Provide your email address or licence key
Approve changes to your account
Request resets or reactivations yourself
Study Tech can guide you through the process, but we cannot always make contact for you.
Most companies will reset your licence if you email them from the address linked to your account.
Example: “Hi, my device has changed and I need my licence reset.”
If you’ve changed your university email or personal email, they can update it — but only after confirming it’s really you.
They can send you the correct version of the software if you’ve lost access.
They can confirm expiry dates, activation limits, or whether your licence is DSA‑issued.
This includes:
Your licence key
Your activation history
Your registered email
Your support tickets
For example:
Changing your email
Resetting your password
Moving your licence to a new device
Even if we explain we’re your support provider, they must follow their privacy rules.
Identity checks must be done directly with you.
Manufacturers follow strict privacy, licensing, and data‑protection policies. If they allowed third‑party access without your permission, they would be breaking their own security rules.
This protects you by ensuring:
No one else can access your account
Your licence can’t be moved or misused
Your personal information stays private
We fully support these protections — even though it means we can’t always contact them for you.
Even though we can’t always contact the manufacturer directly, we will:
Tell you exactly who to contact, or point you to a webform or email.
Provide a ready‑to‑send message you can copy and paste if needed
Explain what information they’ll likely ask for
Help you understand their reply, if needed
Guide you through the next steps, if needed
Assist with reinstalling or reactivating your software once they’ve responded
You’re never left on your own — we just need you to make the first contact.
What you need to do: Email the manufacturer asking for a reset.
What they will do: Reset your licence once they confirm your identity.
What we will do: Help you reinstall and reactivate the software afterwards.
What you need to do: Ask the manufacturer to update your email.
What they will do: Change the email once you confirm it’s your account.
What we will do: Update your records and help you log in again.
What the manufacturer will NOT do: Give us your licence key or account details.
What you need to do: Request it directly.
What we will do: Tell you exactly what to say and help you use the key once you receive it.
Your software licence belongs to you, not Study Tech.
Manufacturers must speak to the registered user for privacy and security reasons.
Study Tech can guide, support, and troubleshoot — but cannot access your account.
You may need to send the first message, but we’ll help with everything else.