Support
We try to provide the best support for our customers. Please follow the instructions in the email you received after your purchase. If you have further questions, have a look at the FAQ on this page. If you can’t find an answer, send us an email – we try to answer every ticket within 24 hours.
FAQ
License, account & updates
I bought a product – where are my license key and download?
Our fulfillment partner FastSpring sends you an email with your license key. The downloads are in your Account: sign in with the email address you used for your purchase – we send you a 6-digit code, no password needed.
My license key doesn’t work. What can I do?
Copy the key without any spaces before or after it, and paste it into the plugin with ⌘V (Mac) or Ctrl+V (Windows). The plugin also needs a working internet connection to check your license.
On how many computers can I use my license?
That depends on the product – each product page states it under “Requirements & License” (for example Infinite Nodra: 2 computers). If you need more, please contact us for upgrade options.
How do I get updates?
Sign in to your Account with the email address you used for your purchase. You’ll find the latest version of each product you own there, together with your license keys.
I bought with two different email addresses – now my products are split up.
Each email address gets its own account, with its own license key and download area. Send us both addresses or your order IDs, and we’ll merge everything into one account. Please note that your license key may change after the merge.
I don’t receive your emails.
Please check your spam folder first. Some email providers block automated emails – in that case the sign-in code for your Account won’t arrive either. Write to us and give us an alternative email address (Gmail works very well), and we’ll update it in our database.
Installation
How do I install a plugin?
Our plugins come as a .ccx file. Double-click it, and the Adobe Creative Cloud desktop app installs it into Photoshop. If the installation fails, reinstall the Creative Cloud desktop app and try again.
The installer says there is no compatible app.
There are two common causes:
- Your Photoshop is too old. Update Photoshop in the Creative Cloud app and check the system requirements on the product page.
- You only have the Photoshop beta installed. The beta doesn’t have an official version number, so the installer can’t recognize it as compatible. Install the regular release of Photoshop as well – the plugin then installs and is available in both.
The installation stops with error -2.
Usually the .ccx file is on a different drive than the Creative Cloud desktop app. Download it to the same drive – your Downloads folder is a safe choice – and install it again from there. If that doesn’t help, the file may be damaged: download it again from your Account.
Where can I find the Infinite panels in Photoshop?
After installation and a restart of Photoshop, you’ll find them under Photoshop → Plugins.
Are there tutorials?
Yes. Our Academy collects video tutorials for the plugins, and our YouTube channel has playlists with many more videos on how to use them.
Compatibility
Can I use the plugins on both Windows and Mac?
The plugins are tested and working on both operating systems. Exception: Infinite Nodra is a Mac app (Apple silicon, macOS 26 or later), and the panels you export from Nodra as well as the free Nodra Player run in Photoshop on Mac only.
Which Photoshop versions are supported?
The Infinite Tools plugins require Photoshop CC2021 or later, unless the system requirements on the product page say otherwise.
Do the plugins work in Lightroom, Affinity Photo or other apps?
No, our plugins are made for Photoshop only. Unfortunately, no other application offers the interface (API) they need.
Buying & payment
Is there a free trial?
Infinite Retouch has a free trial. For the other products in our store we can’t offer trial versions, but our refund policy is customer-friendly: if you’re not happy with a product, you get your money back within 30 days of your purchase. Just send us an email.
I have a question about my payment or credit card.
Our fulfillment partner FastSpring takes care of everything related to payment. Please contact FastSpring directly: [email protected].
Where do I find my invoice?
The order confirmation email from FastSpring contains a link to all your receipts.
Need More Help?
If you still have questions, write to us. We try to answer every ticket within 24 hours.
Please write in English and include the product, your operating system and Photoshop version and – if you bought something – the order ID from the FastSpring email.