Questions about your order?

How do I get a refund or cancel my purchase?

We offer a 30-day cancellation policy subjected to the conditions below. Refunds will be made to the same card or bank account used for payment.

• None of the included Keys have been redeemed prior to cancellation request.
• Product usage reports are consistent with the request for cancellation.

How do I fix my payment errors or declines?

Please note that any payment error or decline messages come directly from the payer’s bank or card provider. You should contact the banking institution directly in case of unexpected errors when purchasing.

If you encounter payment errors, please check the following:

• Purchase\credit\transaction limits. Your card or bank account may be subjected to certain transaction limits. Call your banking institution to ask them to authorize the transaction or request information on any limits that may be in placed.
• Card number and expiry date are correct.
• Name and address matches the card or bank account.
• Account number, sort code, BIC\SWIFT\IBAN number is correct.

What taxes or bank fees do I have to pay?

Taxes

Sales tax may be payable depending on your billing country. Any sales tax will be calculated and displayed at Checkout. If you are tax exempt or a sole trader that is not VAT registered please see “Tax exemption requests” below.

Fees

Some payment methods may incur fees from your bank. Please check with your bank before purchasing if any fees will be applicable.

How do I request a tax exemption?

1. You must first create an account on virtuosity.bentley.com.
2. Once you have an account, you can request the tax exemption using the form on https://virtuosity.bentley.com/my-account/tax-exempt/.
3. Virtuosity will validate your information and set up your tax exemption in Vertex, our tax compliance software.
4. Once your request has been approved, we will notify you via email.
5. Then you can log onto virtuosity.bentley.com to make your purchase without taxes added to your order.

What do I do when I see tax errors?

In most EU countries, you should not see tax on your order if you enter a valid EU VAT number at Checkout.

If you see tax added at the payment stage, click Back and do the following:

• Remove the country ISO code from the start of your VAT number.
• Clear your browser cache or try a different browser.

Have you lost your password?

No problem. You can reset it here.

Once you reset your password, be sure to check your email and your spam filter. Your password reset email will come from [email protected].

Why didn’t I get my “Reset Password” email for my account?

Did you try resetting your account password, but never received the “Reset Your Password” email? There are a few things that may have caused this.

The email might be in your spam folder or has been blocked. In some cases, the spam filtering system on your email client might have misidentified the automated “Reset Your Password” email as being spam. It’s also possible that your company’s servers might have blocked your email due to security firewalls.

What to do next

• Check the “Spam” folder in your email inbox.
• Contact your company’s IT department and ask them to allow our domain names so that these emails are not automatically blocked.
  • @virtuosity.com
  • @bentley.com
• You might have entered the wrong email address. When you enter an email address on the Reset Password page at https://virtuosity.bentley.com/my-account/lost-password/, the confirmation page is displayed regardless of whether you entered the right email address or not. To protect your account’s security, we cannot confirm whether the email address you entered is registered with our system.
• Try using another email address that the account might have been created under.
• Contact your account admin to confirm the email address that is used for your account.
• You might not have an account. If you never signed up for an account, then you do not have an email address registered with us.

Still need help?

Contact one of our agents on chat.

Looking for your invoice?

Your invoice is emailed to you upon payment of your order.

Please be sure to check your spam folder.
The invoice email is delivered from Virtuosity <[email protected]> with subject line: Invoice for order #xxxxx on Virtuosity.

View your orders

Order details will be available via the My Account page on virtuosity.bentley.com. Questions about your order?