Technical Support - Frequently Asked Questions

Mirye Software is open Monday - Friday 9 AM - 5 PM, Pacific Standard Time.

If you have a question about how something works with a product, please first consult the product online help,  manual and any articles on this site. If you still have a question, please do the following:

• Check the Knowledge Base (if available) for the product on this website
• Ask your question on the Mirye Software Community Forum for the product

If you cannot get the answer, then feel free to Create a Ticket using our online support system. We cannot teach you how to use the product, but our support team would like to help you be productive with your purchase.

You can contact us by using Create a Ticket to create a customer service or technical support request. Please allow up to 72 hours for a reply.

If you need immediate help, you can call Mirye Software at 503-520-0191 during business hours. If you leave a message, make sure you clearly state your name, phone number and if it is referencing a support ticket or order, the reference number. We can only return telephone calls within the continental USA.

Yes, however you need to register and log in to the Mirye Software website.

After you are logged in, go to menu Support > Support.

On the default Support Page, the Knowledge Base section appears.

The Knowledge Base is not visible if you are not logged into our website.

Mirye Software runs several mailing lists. If you receive an email from a mailing list, and you would like to stop it, do the following:

• Hit your email reply button (or reply from the receiving email address)
• Change the subject of the email to UNSUBSCRIBE in all capital letters
• Send your reply

Please note that requesting to download several products may automatically put you back onto a mailing list.

Mirye Software has historically used a separate web store at miryestore.com. We are currently transitioning to a fully incorporated store on this website. You can use either store to order products, though not all products are available on both websites during the beta period.

Once the beta period completes, the old store at miryestore.com will be closed and no longer accessible. If you want to continue to have access to your orders after the closure of miryestore.com then you should place all future orders through the beta site.

Mirye Software is a division of Proactive International, an Oregon based company. All credit card purchases are processed through the Proactive International processor. Ordering through the Mirye Software online store will appear on your credit monthly report as from Proactive International.

Paypal is currently the only processor incorporated into our store located on mirye.net. It is not available at our old store at miryesoftware.com.

Yes. Mirye Store accepts Master Card, Visa, American Express and Discover Cards.

At this time, orders are not processed immediately. Because most purchases are non-refundable, we check all orders to ensure that you receive what you want. Orders are checked several times a day during business hours and irregularly during weekends and holidays.

Although you will usually receive your order within a few hours of processing, please allow up to 72 hours for processing. If you have an emergency situation and need your order as soon as possible, call us directly so we can attempt to expedite your order.

Sometimes you don't recognize charges on your credit card statement. Credit card issuers have a charge back system which places the process on hold and also initiates an investigation. It is a complicated, time consuming process and merchants are charged money for it - even if you initiate it by mistake.

Charges through Mirye Software appear on your statement as from 'PROACTIVE INTERNATIONAL' which is the parent company of Mirye Software.

It is incumbent upon you to know your purchasing. For this reason, our Terms of Service are very clear:

If Mirye Software or its parent company charges an order on your behalf that results in a charge back initiated by you, you agree to pay any charge back fee assessed to Mirye Software or its parent company. Even if the charge back is canceled later, you still will be assessed this fee (Mirye Software has to pay this fee even if the action is canceled). The minimum fee for a charge back is $35 plus the original charge. Mirye Software may terminate any licenses purchased through MIRYE or its parent company if any outstanding charge back remains unresolved.

We appreciate that mistakes can happen, but Mirye Software's parent company is stuck with this fee, so we have to pass this charge on to you.

Yes. Mirye Software is the North American partner of Ichikawa Software Labs of Japan for SILKYPIX products. You can purchase SILKYPIX through the Mirye Software online store.

Yes, you can. Please see the Mirye Software online store for upgrade options. You may be entitled to an upgrade if you purchased SILKYPIX software by itself or got it with your digital camera. In the store, you will find a field for entering your previous serial number. Please copy-paste your previous serial number into that field.

After we receive your order, we have to validate your previous serial number. This may take up to 24 business hours.

If the previous serial number validates, then the order will be processed.

If the previous serial number does not validate, support staff will send an email to your provided email address.

Your license will work on two computers at the same time. They can be any combination of Windows or Mac OS X computers.

SILKYPIX is distributed in several countries by different distributors. If you purchased SILKYPIX through Mirye Software, you can get support directly from us. If you purchased SILKYPIX in the USA or Canada prior to Mirye Software becoming distributor of SILKYPIX, we are still happy to help you. However, we cannot support for versions prior to SILKYPIX Developer Studio 6. We can provide you with technical help. If you want to ask about methodology or general use, please visit our support forums.

The final version of SILKYPIX Developer Studio 6 and SILKYPIX Developer Studio Pro6 are compatible with Windows 10 and Windows 10 Anniversary Update.

SILKYPIX Developer Studio 7 and SILKYPIX Developer Studio Pro7 are compatible with Windows 10 and Windows 10 Anniversary Update.

If you purchased Shade 3D Basic through the Mac App Store, you can register it with Mirye Software and get a full software license, along with over 2 GB of content. To register, do the following:

1. Create a New Ticket with Category: Registration

2. Enter the following information into the Ticket message:

• Your Full Name (no abbreviations or user names)
• Your Address
• Your Email Address

3. IMPORTANT. Attach the html receipt that Apple sent you when you placed the purchase, using the Attachment button.

If you purchased Shade 3D through Cornucopia, you can register it with Mirye Software and get a full software license, along with over 2 GB of content. To register, do the following:

1. Create a New Ticket with Category: Registration

2. Enter the following information into the Ticket message:

• Your Full Name (no abbreviations or user names)
• Your Address
• Your Email Address
• The Activation Code supplied by e-on software

3. IMPORTANT. Attach the html receipt that e-on software sent you when you placed the purchase, using the Attachment button.

Yes, you can access a collection of articles about Shade 3D on this website. To access any knowledge base on Mirye Software, log into the site, then click the Support link.

No. Mirye Software stopped publishing the English version of Shade 3D from December, 2014. If you purchased Shade 3D from Mirye Software, then Mirye Software will continue to provide you with limited technical support.