ViWizard FAQ Center

We accept various payment methods, including PayPal.

If you haven't received your registration code (even after checking your spam/junk folder), it might be due to entering the wrong email during purchase. Please contact our support team with the following details:

• Order ID
• Purchaser's name
• Product name

If your registration code fails, there may be a server issue. Contact our support team and provide your order invoice. We'll verify your order and issue a new registration code.

Outlook sometimes hides user emails for security reasons, making it impossible for us to retrieve your order details or send replies. Please use an alternative email to contact us.

Before contacting support, please ensure:

• No extra spaces and correct capitalization.
• You purchased the correct version (Mac vs. Windows).
• If the issue persists, contact us for further assistance.

If you get a Gatekeeper message saying "ViWizard can't be opened because it is from an unidentified developer," follow these steps to bypass the alert:

• Go to System Preferences > Security & Privacy > General.
• Under "Allow apps downloaded from," select Anywhere.

Please disregard the warning. ViWizard for Windows is a newly released application. We haven't applied the Code Signing Certificates from Microsoft yet, which triggers the warning. However, we assure you that the program is safe and will not damage your computer.

The AC3 5.1 audio is retained in the output file, but some media players may not support it. We recommend using VLC or KMPlayer for proper playback. If you're using Apple TV, you can use Subler to fix any faulty audio fallback.

There are several potential causes for app crashes. It could be due to other programs running in the background or using ViWizard during the conversion process. To resolve this, close any unnecessary programs while using ViWizard. If the problem persists, contact us at support@viwizard.com.

ViWizard Mac products now support version 12.6.1.27. If you're still using version 12.6.1.25, downgrade to version 12.6.0 to resolve compatibility issues.

• Enable the log function to check if you're using the latest version.
• Under "Allow apps downloaded from," select Anywhere.
• Disable antivirus software and your firewall.
• Avoid using the Tidal app while converting.
• If the issue persists, please send the log file to our support team for further investigation.

Try the following steps:

• Enable the log function.
• Restart the program and perform an operation.
• Locate the temporary log files and delete them.
• Restart the program and check if the issue is resolved.
• If the issue continues, try deleting the temporary files multiple times. The log file will show the storage location for each user.

Install ViWizard for Windows as an administrator to solve this issue. Right-click the setup file and select "Run as administrator", then enter your admin password to complete the installation.

Yes, this is normal. ViWizard sends the "Play" command to ensure the computer is authorized to play the movie before conversion starts. If the movie can't be played, ViWizard won't be able to convert it.

ViWizard currently supports a variety of streaming services, such as Apple Music, Tidal, Spotify, and Audible, among others. If you need assistance with a specific service, feel free to reach out to support for detailed information.

If you purchased the product to convert Audible audiobooks, please contact our support team. We can change your license to the Audible Audiobook Converter.

• Audible Converter supports Audible AA/AAX files only, while Audio Converter supports both Audible and M4B, M4A, AA, AAX audiobooks.
• Audible Converter doesn't require an additional app, but Audio Converter requires authorization for one.
• Audible Converter supports more output formats than Audio Converter.
• Audible Converter can split large audiobooks into smaller files, but Audio Converter cannot.

Try enabling the log function, restarting the program, performing an operation, and deleting temporary log files. Restart and check if the issue is resolved.

Ensure you're using the latest version, disable antivirus/firewall, and avoid using the Tidal app during conversion. If the issue continues, send the log file to our support team.