CodeTwo Reseller Panel: frequently asked questions (FAQ)

This article contains a list of questions frequently asked by CodeTwo partners and resellers.

1. How to place an order?
2. When I place an order, how is the customer's license delivered?
3. How can I calculate the product price?
4. Can I order multiple products at the same time?
5. Can I transfer a license to a different end user?
6. How can I pay for my order?
7. Which orders qualify as reseller orders?
8. How to check my current status and discount?
9. How is my discount calculated?
10. Is my discount reset/deleted after a certain period of time?
11. How to maintain the reseller status?
12. How to obtain the CodeTwo Partner logo?
13. Where can I find brochures, banners and software screenshots?
14. Where can I find product videos?
15. How to get free Not for Resale (NFR) licenses?
16. Can my NFR licenses be renewed at no cost?
17. How to get CodeTwo Exchange Rules Pro and custom signatures for internal use?
18. When can I renew a license key or support contract, or buy more licenses?
19. I'm not able to renew my license / support contract or buy additional licenses. Why?

How to place an order?

There are 3 ways to place orders for CodeTwo products:

• From the Reseller Panel, which we describe in detail below.
• You can send a Purchase Order (PO) to this email address.
• CodeTwo Email Signatures 365 can be ordered from the Reseller Panel as well as from CodeTwo Admin Panel. Click here to learn more about both options.

Placing an order in the Reseller Panel

For new licenses

To place an order for new licenses, go to the Store tab of the Reseller Panel and click Buy next to the CodeTwo product you would like to order. An order page (Fig. 1.) opens in a new tab. Choose New license in the first step of your order. In Step 2 (Order details) you will see the price including your reseller discount. Step 3 of the order page will allow you to provide end customer's details for licensing purposes. Follow the remaining steps to complete the order.

Fig. 1. A sample CodeTwo order page.

For additional licenses

To place an order for additional licenses, go to the Store tab of the Reseller Panel and click Buy next to the CodeTwo product you would like to order. An order page (Fig. 1.) opens in a new tab. Select Additional licenses in the first step of your order. In the next step you will be asked to provide the end customer's product license key that needs to be extended to include additional licenses, so keep it at hand. Follow the remaining steps accordingly.

For license upgrade / migration

To place an order for an upgrade of licenses to a higher version or to migrate, e.g. from CodeTwo Exchange Rules to CodeTwo Exchange Rules Pro (click here for comparison), go to the Store tab of the Reseller Panel and click Buy next to the CodeTwo product you would like to upgrade/migrate to. An order page (Fig. 1.) opens in a new tab. Select either Upgrade... or Migration… in the first step of your order. The next step will be to enter the end customer’s license key that needs to be upgraded/migrated to a different version, so keep it at hand. Follow the remaining steps accordingly.

For license (subscription) renewal

To renew a subscription for CodeTwo Email Signatures 365 or CodeTwo Backup, go to the Store tab of the Reseller Panel and click Buy next to your CodeTwo product. An order page (Fig. 1.) opens. In the first step, select License renewal (annual subscription) and click Next. In the next step, provide your current product license key to calculate the price of the license renewal. Follow the remaining steps accordingly.

For technical support subscription

Technical support subscription can be purchased together with the new license or separately any time afterwards. If you need to purchase technical support only, go to the Store tab of the Reseller Panel and click Buy next to the CodeTwo product you would like to order support for. An order page (see Fig. 1.) opens in a new tab. Select Support contract only in the first step of the order wizard. The next step will be to enter the end customer's license key, so keep it at hand. Follow the remaining steps accordingly.

For technical support renewal

Technical support subscription can be renewed before it expires or when it’s expired. To place such an order, go to the Store tab of the Reseller Panel and click Buy next to your CodeTwo product. An order page (see Fig. 1.) opens in a new tab. In the first step, select Support contract only. The next step will be to enter the end customer's license key, so keep it at hand. As a reward for renewing the technical support subscription on behalf of your customer before it expires, you will receive a 20% discount, regardless of your regular discount level for CodeTwo software licenses.

When I place an order, how is the customer's license delivered?

When you place an order for your customer, all the license-related information and documents are sent to your (buyer's) email address only. You are responsible for delivering all the materials to the end customer. 

How can I calculate the product price?

To check the product price, go to the Store tab of the Reseller Panel and click Buy next to any CodeTwo product. In the first step, choose a license type you would like to check the price for (the available order types are explained earlier). The product price that includes your reseller discount is shown in Step 2 (Order details). If you do not want to proceed with the order at this point, simply close the order page - no order will be created in our system.

Can I order multiple products at the same time?

Multi-product orders are currently not supported. You can order one product with technical support subscription (optional) at a time for each customer.

Can I transfer a license to a different end user?

It is not possible to transfer a CodeTwo software license to a different licensee. This means that if you originally purchased a CodeTwo license to your company’s name, although you let your customer use the program, the license cannot be transferred to the customer's name. This is why we recommend placing all orders from the Reseller Panel, because it allows for entering the end customer’s details for licensing purposes.

How can I pay for my order?

When placing an order from the Reseller Panel or sending us a Purchase Order (PO) for manual processing, you always have the following payment options to choose from:

• credit card,
• wire transfer.

Please keep in mind that our system allows for generating and sending license keys for the migration software only when the payment is received. If you need the licenses as soon as possible, we recommend choosing the credit card payment option.

Note that if you decide to purchase the subscription of CodeTwo Email Signatures 365 directly from CodeTwo Admin Panel, the payment is made by a credit card only.

Which orders qualify as reseller orders?

Reseller orders are all orders for CodeTwo products that are placed with the intention of resale (as software or as part of the reseller's service). Invoices are issued to a reseller, but we issue license key(s), licensing documents and technical support subscription certificate(s) to your customer (learn more). If your business model requires a different settlement, please contact us.

How to check my current status and discount?

You can check your current status and discount on the Profile information page (Fig. 2.), available on the Profile tab of the Reseller Panel.

Fig. 2. Go to the Profile page to check your reseller status and discount rate.

How is my discount calculated?

Every reseller gets a 5% discount provided that the first order for licenses exceeds the amount of 500 USD (even if the first order value far exceeds this amount, the first order discount always remains at 5%). Your discount can grow up to 40%, based on your Total Cumulative Turnover (TCT).

TCT is the total of your sales (excluding VAT and/or Sales tax, if applicable), rounded up to the whole dollar, calculated by adding the following values:

• 100% of the purchase price of each new subscription (applies to subscription-based products*),
• 30% of the purchase price of each subscription renewal (applies to subscription-based products*),
• 100% of the purchase price of each non-subscription-based product.

The discount structure is shown in the table on the Profile page of the Reseller Panel (Fig. 2.). It’s pinned up to our ordering and payment system so you can always benefit from the appropriate price reduction.

* The subscription-based products are CodeTwo Email Signatures 365, CodeTwo Backup as well as Support Contracts for CodeTwo Exchange Rules family of products.

Is my discount reset/deleted after a certain period of time?

Your discount is perpetual and can’t be reduced or zeroed as long as you have not violated our Terms and Conditions for Resellers and other applicable laws.

How to maintain the reseller status?

Your reseller status is perpetual as long as you place at least one order every quarter and link to us from your website, and you have not violated our Terms and Conditions for Resellers and other applicable laws.

How to obtain the CodeTwo Partner logo?

To download the CodeTwo Partner logo, go to the Marketing tab of the Reseller Panel and select a file you want to place on your website.

Where can I find brochures, banners and software screenshots?

You can find brochures, banners, partner logos, and software screenshots on the Marketing tab of the Reseller Panel.

Where can I find product videos?

You can find CodeTwo product videos on our website: go to Products and open a product page of your choice, then look for the Videos tab. Keep in mind that this form of presentation is available for selected solutions only. You can also subscribe to the CodeTwo YouTube channel here.

How to get free Not for Resale (NFR) licenses?

Standard, Gold, and Platinum status Resellers can request free Not for Resale (NFR) licenses by sending an email directly to their key account specialist or alternatively to this address.

If you are a new reseller, you can test our software at no charge for up to 30 days. Go to the Store page in the Reseller Panel to download one of our products and start evaluating it today.

Can my NFR licenses be renewed at no cost?

Not for Resale (NFR) licenses can be renewed at no cost, provided you have purchased at least two new subscriptions or licenses in the past year.

How to get CodeTwo Exchange Rules Pro and custom signatures for internal use?

Standard, Gold and Platinum Resellers can request free licenses (50) of CodeTwo Exchange Rules Pro with a custom email signature design by sending a request directly to their key account specialist or alternatively to this address.

If you are a new reseller, you can test our software at no charge for up to 30 days. To do so, go to the Store page in the Reseller Panel and download any product to start the evaluation.

When can I renew a license key or support contract, and for which products can I buy additional licenses?

The availability of the license/support renewing option

• License/support renewing is not possible for perpetual or lifetime licenses and support contracts for various CodeTwo products, as well as for auto-renewable subscriptions for CodeTwo Email Signatures 365. In such cases, there's no Renew option (link) in the Action column.
• The Renew option is only available for the latest order for a given product (license or support contract).
• The Renew option only appears when your order can actually be renewed. For product licenses, it's 30 days before the expiry date (you can renew on this date or later). For support contracts, it's 3 months before the expiry date (you can renew on this date or later). Note that not all products offer support renewal:

  Info

  Support contract renewal is not available for CodeTwo Email Signatures 365, CodeTwo Backup and CodeTwo Exchange/Office 365 Migration because technical support is already included in the subscription price for these products. (Note: in the case of CodeTwo Exchange/Office 365 Migration, the support contract expires after one year and cannot be renewed.)

• Renewing is not possible for Not-for-Resale (NFR) and Temporary license keys. Even though the Renew option (link) might appear in some of the above-mentioned scenarios, it only leads to information that this type of license key is non-renewable. 

The availability of the option to purchase additional licenses

• The Additional licenses option (link) in the Action column is only available for products licenses (it's not available for support contracts).
• You cannot buy more licenses for licenses that are already expired.
• The Additional licenses option is only available for the latest order for a given product (license or support contract).
• Purchasing additional licenses is not possible for Not-for-Resale (NFR) and Temporary license keys. Even though the Renew option (link) might appear in some of the above-mentioned scenarios, it only leads to information that you can't buy more licenses for this license type.
• You can buy additional licenses for auto-renewable subscriptions for CodeTwo Email Signatures 365, but you need to do it from CodeTwo Admin Panel.

Why can't I renew my license / support contract or buy additional licenses?

In certain cases, you're not able to renew a license or support contract, or buy additional licenses: there's no renew/buy option available in the Action column, or the Renew / Additional licenses link appears in the Action column, but when you click it, you get a notification as shown below or similar:

You cannot renew Not-for-Resale (NFR) license keys.

Check out this section to learn more about license renewing and purchasing additional licenses.

If you need urgent help with your order, please contact us.