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Frequently Asked Questions ( FAQ’s)
- General
- Eligibility
- Registration
- Placing an Order
- Shipping
- Order Status
- Returns
- Security and Privacy
- Account Access
- Payments
- Microsoft Software Assurance
General
1.1 Where can I get answers to questions about the Microsoft Donation Program?
1.2 My organisation needs advice on which products to order. Where can I get help?
1.3 Can I order by phone?
1.4 What payment methods are available?
1.5 Why do you charge administrative fees?
1.6 Does TechSoup New Zealand provide technical support for the media provided through the TechSoup New Zealand Program?
1.7 How do I access my Volume Licence Keys that I have purchased through TechSoup New Zealand?
1.8 How do I know whether I am running a 32 bit version or a 64 bit version of my current operating system?
1.9 Why did I only receive one set of media disks for each title I ordered when I ordered multiple licences for these products?
Eligibility
2.1 Who can obtain products from TechSoup New Zealand?
2.2 How do I know which products my organisation is qualified to receive?
2.3 My organisation does not have charitable status yet, but our financial sponsor does. Am I eligible for participation?
2.4 Are public libraries eligible to receive products from TechSoup New Zealand?
2.5 Why has my eligibility for certain donations changed?
2.6 How do we apply for registration as a charitable organisation?
Registration
3.1 I want to obtain products from TechSoup New Zealand. How do I get started?
3.2 Why do I have to register my organisation to obtain products from TechSoup New Zealand?
3.3 I ordered Microsoft products from Microsoft New Zealand in the past. Do I still have to register my organisation?
3.4 If someone else has already registered my organisation with TechSoup New Zealand, can I use this account to order products?
3.5 Can I register more than one organisation?
3.6 What is the organisation ID?
3..7 Do I have to enter my Charities Commission Registration number every time I order products from TechSoup New Zealand?
3.8 Can other people use my organisation's registration numbers to order products?
Placing an Order
4.1 How do I place an order?
4.2 Since my organisation has multiple locations, can I place individual orders for each?
4.3 The product I would like to request is listed as "out of stock" or "temporarily out of stock." When will it be back in stock?
Shipping
5.1 Can my shipping address be different from my organisation's address?
5.2 When can I expect to receive my order?
5.3 Can I expedite my shipment?
5.4 Can you ship outside New Zealand?
Order Status
6.1 How do I check the status of my order?
6.2 Can I find out which products my organisation has already ordered?
6.3 What should I do if I have a question about my order?
6.4 Can I cancel an order?
Returns
7.1 What is your policy on returns?
Security and Privacy
8.1 How secure is my information?
8.2 Do you sell e-mail addresses to third parties?
Account Access
9.1 What do I do if I forget my TechSoup New Zealand login or password?
9.2 What do I do if I don't have my organisation ID and password?
9.3 How can I check to see if my organisation is already registered on TechSoup New Zealand?
9.4 Which user ID and password should be used to log in to TechSoup New Zealand?
9.5 What are the organisation ID and password used for?
9.6 How do I become an authorised agent for an organisation that has already been registered on TechSoup New Zealand?
9.7 How do I change my organisation password?
9.8 How do I change my organisation profile?
9.9 How do I edit my personal profile?
Payments
10.1 How can I pay and what are the methods?
10.2 Why PayPal?
10.3 What if we don’t have a credit card or direct bank deposit facility?
10.4 How long can we wait to pay after we have ordered?
Microsoft Software Assurance
11.1. What is Software Assurance?
11.2. How to activate Software Assurance
11.3. What is included in Software Assurance, the Benefits Comparison Chart:
11.4. How do we upgrade to new versions?
11.5. Are there Software Assurance renewal purchase options when it expires?
1.1 Where can I get answers to questions about the Microsoft Donation Programme?
You'll find information on how to qualify, register, order products, and many more answers to common questions about the Microsoft program here.
1.2 My organisation needs advice on which products to order. Where can I get help?
There is a lot of free information and advice available on the www.connectingup.org site and the TechSoup site.
1.3 Can I order by phone?
No, TechSoup New Zealand is an online ordering system. If you have any queries please remember that TechSoup New Zealand operates with limited staff and is simply not equiped to receive a large volume of phone calls. Your cooperation helps us to keep administrative fees as low as possible. If after reading through these FAQ’s and you still need to call, please go to the bottom of the contacts us form.
1.4 What payment methods are available?
We use credit cards and the PayPal system, which allows you to use all standard payment methods. We also accept cheques. To see details about how you can pay by cheque please click here
The TechSoup New Zealand Donation Programme will be charging an administrative fee for each request processed. The fee is to cover the cost of administering the donation programme.
Whilst the administrative fees vary, organisations will still make savings of between 92-96% on typical retail prices.
Fees ensure that TechSoup New Zealand can continue to offer donated products as efficiently as possible, at the lowest possible cost.
1.6 Does TechSoup New Zealand provide technical support for the media provided through the TechSoup New Zealand Programme?
1.7 How do I access my Volume Licence Keys that I have purchased through TechSoup New Zealand?
No. TechSoup NZ facilitates the order process so that your media is received in a timely manner. If you require troubleshooting for technical problems you encounter once your media has been installed: For Microsoft products please visit http://support.microsoft.com/ or alternatively call Microsoft Support on 1800 642 008 or 13 20 58
If you have followed the instructions to retrieve your Microsoft Volume Licence Keys from the Microsoft e-Open Licensing email but the key you need is not displayed on your Product Keys Page, please call the Microsoft Activation Centre on 1800 642 008 ensuring you have your authorisation and licence numbers from the licensing email sent to you from Microsoft.
If you are unable to access your Product Volume Licence Keys after following all of the instructions from the Microsoft Licensing email please contact us on: support@techsoup.net.nz
1.8 How do I know whether I am running a 32 bit version or a 64 bit version of my current operating system?
Visit http://support.microsoft.com/kb/827218
1.9 Why did I only receive one set of media disks for each title I ordered when I ordered multiple licences for these products?
For each title you order you will only ever receive one set of media disks. The volume licence keys you access from following the instructions you are given in your e-Open licence email can be used to licence your products on the amount of computers for which you have ordered licenses. For example if you have ordered 10 licenses of Office Professional Plus 2007 you can use the same set of media disks and the same volume licence key to install and licence on 10 computers.
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Eligibility
2.1 Who can obtain products from TechSoup New Zealand?
New Zealand Charities, Voluntary and Community Groups who areregistered as a charitable organisation under the New Zealand Income Tax Act 2004 and who meet the eligibility criteria to receive donations from that particular donor.
2.2 How do I know which products my organisation is qualified to receive?
To receive products as donations, organisations must also meet the requirements of the donor partners that offer the products through TechSoup New Zealand. To determine if your organisation is eligible to receive products from a given partner, please review the relevant partner page.
2.3 My organisation does not have charitable status, but our financial sponsor does. Am I eligible for participation?
Certain charitable organisations are sponsored by parent groups, foundations, or business incubators. In order to participate in our donation programs, TechSoup New Zealand requires -- in almost all cases -- that each organisation have its own charitable status or registration, as documented by an IRD letter and/or appearance on the Charities Commission Register.
If you are still uncertain as to whether or not your organisation is eligible to order products from TechSoup New Zealand, please contact us before you begin the registration process.
2.4 Are public libraries eligible to receive products from TechSoup NZ?
Provided the individual donor company’s eligible donor categories allow this, yes, but this is usually
conditional on the products provided being for the use of the general public (e.g. internet access centre) and not for the library itself.
2.5 Why has my eligibility for certain donations changed?
Donation program restrictions can change periodically. Consult the restrictions listed on each product page for current information.
2.6 How do we apply for registration as a charitable organisation??
See
http://www.ird.govt.nz/forms-guides/keyword/notforprofitgroups/charitableorganisations/forms-guides-subject-charitable-orgs.html
3.1 I want to obtain products from TechSoup New Zealand. How do I get started?
1. Join TechSoup New Zealand. If you are already a TechSoup New Zealand member, log in.
2. Register your organisation. You need to register only once, since we store your information in our secure database. Please note your registration is not completed until you have verified your email address, by responding to the email on verification.
3. Once you have completed registration please wait until you receive notification from TechSoup New Zealand of your eligibility to order from one or more of our Donation partners.
4. Verify that your organisation meets the requirements specified by the donor partners and the limitations on orders each year.
5. Before you place your order, make sure that you have worked out all of your organisation’s requirements from that donor for the coming year. In most cases you will only be able to order once per year per donor. In some cases there will be a financial limit on the amount of administrative fees you can spend on donated products in a year, in others (e.g. Microsoft) there will be a limit on the number of products and/or licences you can order. So don’t rush in to ordering a single item and then find a few months later you needed something else and then have to wait a year to get it. (Note: You can order separately for each donor; you do not have to pool all your orders in one session.)
6. Place your order.
7. If you are ordering for your organisation for the first time, or have changed important information in your organisation profile, we need to assess your eligibility first and then advise you that you can place an order.
3.2 Why do I have to register my organisation to obtain products from TechSoup New Zealand?
The primary reason we ask you to register is to ensure that the people we serve are obtaining products for valid New Zealand Charities, Voluntary and Community Groups.
3.3 I ordered Microsoft products from Microsoft New Zealand in the past. Do I still have to register my organisation?
Yes. TechSoup New Zealand is a completely new programme. If you have ordered from Microsoft New Zealand in the past, please contact them with any relevant questions about those orders.
3.4 If someone else has already registered my organisation with TechSoup New Zealand, can I use this account to order products?
Yes. You can add your name to your organisation's account by taking the following steps:
3.5 Can I register more than one organisation?
Yes. You can register additional organisations, or you can order for an organisation that is already registered as long as you have that organisation's ID and password.
3.6 What is the organisation ID?
The organisation ID is a unique combination of letters and numbers that you create when you register your organisation with TechSoup NZ, which links with the TechSoup Stock database. We use it to identify your organisation in our database. You also need your organisation ID and password to edit your organisation profile or add others to your organisation's list of authorised agents who can place product orders.
No, you only need these when you first register your organisation with TechSoup NZ. If someone else from your organisation wants to place orders, that person must know your organisation's registration numbers, along with your organisation ID and password, to become authorised to order products.
3.9 Can other people use my organisation's registration details to order products?
No one can order products through your account unless you give them your organisation ID and password.
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4.1 How do I place an order?
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You will know your order is in our system when you reach a page that gives your Order Confirmation Number.
4.2 Since my organisation has multiple locations, can I place individual orders for each?
Good Afternoon
The information below is designed to give you clarification on the multiple branch policy for Microsoft donations via TechSoup New Zealand for multiple locations sharing one Charities Commission Register Number (CCR).
NB - Any branches of your organisation that have their own CCR number must be registered separately online.
As an organisation intending to use a shared CCR number for its multiple branch registrations, you must ensure every branch of your organisation intending to register with TechSoup New Zealand is a legitimate and operating arm of your organisation.
There are no limitations to the number of branches you can register under any single CCR number but where it looks as though an organisation may exceed the licence per title maximum over a two year period they will be referred to Microsoft New Zealand for a ruling before a decision on their eligibility will be made.
All multiple branch registrations are conditional on:
• Branches being located at different physical addresses.
• You registering the branches of your organisation online based on your multi-branch registration spreadsheet
• Each branch possessing both a unique mailing address (no PO boxes) and email address.
To help us expedite the qualification process of your branches, we request you complete a multi-branch registration spreadsheet and your proposed order on this order template
We will also require a signed statement by your CEO on organisational letterhead answering the following questions:
1. Is each branch you have listed on the multiple branch registration sheet a legitimate and operating arm of your organisation?
2. Are you able to provide an accurate annual budget figure? (This figure is not meant to reflect an IT or branch budget but is meant to represent your entire organisation's annual overall turnover)
3. Does your organisation have an existing sales agreement with Microsoft?
4. How many Charities Commission Register Numbers does your organisation possess?
5. Is your organisation’s senior management aware of the order limitations for an organisation using a single?
The answers to these questions need to be returned with the accompanying multi-branch registration spreadsheet The completed spreadsheet can be copied into your statement on letterhead. Please note that you must include the CCR numbers of the branches you intend to register on the multi-branch registration spreadsheet, even when the CCR number for all branches is the same.
Please note we will require you to list all of your intended branch registrations and contact details on the attached multi-branch spreadsheet even if they have previously been registered and qualified.
You can fax your statement, spreadsheet and signed statement from your CEO to TechSoup New Zealand Registrations on 09 9252 083, or alternatively scan then email to support@techsoup.net.nz and return original documents to:
Connecting Up Australia-TechSoup New Zealand Registrations
GPO Box 11017
Adelaide SA 5001
Australia
All of this information is required if your organisation is to be qualified for for multiple branch ordering.
4.3 The product I would like to request is listed as "out of stock" or "temporarily out of stock." When will it be back in stock?
At TechSoup New Zealand, we rely on the generosity of our vendors; all products are subject to availability. You will find the most current listing of product offerings on our site.
If you are interested in a product that is listed as "temporarily out of stock", you will be able to place a donation request for this item. It will be on back order for your organisation and will be fulfilled as soon as it becomes available. Items listed as "out of stock" do not allow donation requests to be placed through the site; please check back on the site for availability.
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Shipping
5.1 Can my shipping address be different from my organisation's address?
To ensure that shipments reach their proper destinations, orders are only shipped to the organisation's address. We cannot ship to P.O. boxes.
5.2 When can I expect to receive my order?
We process and ship orders after the following:
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Important: Products from some future donor partners may be subject to special processing, and thus may take several weeks to ship:
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Microsoft |
Microsoft orders are not sent directly from TechSoup New Zealand but typically ship within 2 weeks from the date the order is placed and the administrative fee paid.Please also note that you may receive some items earlier than others due to one or more items being out of stock at the time of your order. |
5.3 Can I expedite my shipment?
No.
6.1 How do I check the status of my order?
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1. Log in to TechSoup New Zealand 2. Follow the directions outlined on the Order Status Page |
6.2 Can I find out which products my organisation has already ordered?
Yes. First, log in to TechSoup New Zealand, then click Order Status under Manage My Account. You will see a list of the orders you have placed on TechSoup New Zealand. Click on an order number to view details.
6.3 What should I do if I have a question about my order?
First, log in to TechSoup New Zealand, then click Order Status under Manage My Account. You will see a list of the orders you have placed. Click the order number to view the status of a particular order. If you still have questions, contact us at support@techsoup.net.nz
6.4 Can I cancel an order?
Yes. First, log in to TechSoup New Zealand, then click Order Status under Manage My Account. You will see a list of the orders you have placed. If your order has not been shipped, click the Cancel Order button to cancel all unshipped orders. If you wish to cancel an item that has already been shipped, contact us. Please be sure to include your order confirmation number with your request.
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Returns
7.1 What is your policy on returns?
Please consult the TechSoup New Zealand Refunds and Returns page for guidelines and instructions.
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Security and Privacy
8.1 How secure is my information?
All of your information is encrypted to ensure privacy. Our servers are located in a secure facility and are protected by a sophisticated firewall.
8.2 Do you sell e-mail addresses to third parties?
We do not sell e-mail addresses to third parties.
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Account Access
9.1 What do I do if I forget my TechSoup New Zealand login or password?
To receive a reminder about your TechSoup New Zealand login ID and password, go to the Password Reminder Page and, in the space provided, enter the e-mail address you used when you registered with TechSoup New Zealand. The system will look up the username and password associated with the e-mail address you have entered.
If you have multiple accounts under the e-mail address you entered, you will be asked to choose the account to which you would like the reminder sent.
9.2 What do I do if I don't have my organisation ID and password?
If you are unable to obtain the organisation ID and password from any of the authorised agent(s) listed under your organisation's account, send an e-mail using our contact form with the following information to:
Charities Commission Registration number:
Organisation Name:
Organisation Address:
Your Name:
Your Job Title:
Your E-mail Address:
Your TechSoup New Zealand User ID:
Note: The organisation ID and password are NOT used for logging in. The organisation ID and password are needed to set up additional persons in your organisation as authorised agents on the organisation account. To be able to place orders, each person must still create his or her own TechSoup New Zealand account and follow the steps to become an authorised agent for that organisation.
9.3 How can I check to see if my organisation is already registered on TechSoup New Zealand?
You can find out whether or not your organisation is registered on TechSoup New Zealand, as well as who is authorised to place orders on the account, by following these steps:
- Log in with your TechSoup NZ ID and password, or join if you do not already have a TechSoup New Zealand account.
- Click "Register".
- Enter your organisation's country, tax ID status, and tax ID number, then click "Continue."
- If your organisation is not listed on the next screen, then your organisation has not been fully registered. Fill out the form to complete the registration.
- If the organisation IS listed, select it.
- If you are taken to a partially filled out registration form, it means the organisation is not fully registered. Fill out the form to complete the registration.
- If you are set up as an authorised agent for the organisation's account, you will see the message "This organisation has already been registered for you. Thank You."
- If you are presented with a screen that asks you to enter an organisation ID and password, click "show authorised agents" to view the names of those who are currently authorized to place orders on the account. Those persons should have the organisation ID and password, which you will need to enter in order to become authorized on the account.
- If you are unable to obtain the organisation ID and password from any of the authorised agent(s) listed under your organisation's account, see question 10.2.
9.4 Which user ID and password should be used to log in to TechSoup New Zealand?
Use your TechSoup New Zealand user ID and password when you want to order software. If you have already joined TechSoup New Zealand and completed the organisation registration step, you will automatically be recognised as an authorised agent of your organisation when you log in to TechSoup New Zealand using your personal TechSoup New Zealand user ID and password. You will not be required to enter the organisation ID and password.
9.5 What are the organisation ID and password used for?
The organisation ID and password are used to identify who is authorised to place orders for an organisation.
9.6 How do I become an authorised agent for an organisation that has already been registered on TechSoup New Zealand?
1. Join TechSoup New Zealand, if you have not already done so. (If you are already a TechSoup New Zealand member, log in using your personal TechSoup NZ user ID and password and proceed to step #2 below.) To join TechSoup New Zealand, click "Register". When the page loads, fill out the requested information, and click the "Join" button. Be sure to make note of your User ID and password, as you will need these to log in again in the future.
2. Click "Register”.
3. Enter your organisation's country, organisation status, and tax ID number, and click "Continue."
4. On the next page, click your organisation's name.
5. Enter the organisation ID and password, and your job title. Click the Authorise button. You will then see a page that says: "You have been authorised to purchase for [your organisation name] ..."
9.7 How do I change my organisation password?
Click "login" at the upper-right corner of the screen, and log in using your personal TechSoup New Zealand User ID and password.
If you are not already one, you must become an authorised agent for your organisation (see previous question).
Click on the Edit Organisation Profile link under "Manage My Account" at the top of the left navigation bar.
Click on the name of your organisation.
Enter a new password on the form in the space indicated. You will also be required to enter the old password where indicated.
9.8 How do I change my organisation profile?
9.9 How do I edit my personal profile?
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The only way to pay for items is using PayPal or by cheque. For more information regarding PayPal please click here. Through PayPal you can pay either via a credit card (Visa or Mastercard), or you can pay via a direct deposit. The process to pay via a credit card is the first option you will be given, but if you need to pay via a direct bank deposit you will first need to register an account with PayPal.
Once you have registered an account with PayPal you will have the option to add funds to your PayPal account from your nominated bank account and hence pay for your TechSoup New Zealand items. Please note that it can take PayPal up to 5 days to verify your account to accept direct bank deposit payments.
IMPORTANT: For those who wish to pay multiple invoices we suggest payment by cheque as outlined below or registering an account with PayPal to pay via bank deposit or E-cheque
10.2 Why PayPal?
You can then address a cheque payable to
CISA - TechSoup New Zealand
and post it to
CISA - TechSoup New Zealand
Please note we will only be able to bank your cheque if it is drawn to CISA-TechSoup New Zealand.
Please ensure that a copy of your invoice is also attached so that we can know what the payment is for. Once the payment has cleared, we will then process your order. Please note that this process will slow down your order's delivery time as we need to receive the cheque and clear the payment before we can process your order.
10.4 How long can we wait to pay after we have ordered?
At TechSoup New Zealand our product catalogue is constantly being updated so we can offer you the latest products at the best prices and we are always glad to assist you with your software and hardware donations. We pride ourselves on prompt and efficient service but cannot fill an order that has not been paid. To ensure your order is filled in the fastest possible time and the products you have ordered are still being offered via our Program we must remove un-processed orders after a 2 month period.
11.1. What is Software Assurance?
Please email or phone TechSoup New Zealand to change your organisations details.
Login with your account, log in with your TechSoup New Zealand user ID and password, and then click "my account'. You will then be able to change your personal information. Click the Update button at the bottom of the screen to save your changes.
Payments
10.1 How can I pay and what are the methods
PayPal is one of the most respected and widely used online banking facilities in the world. In making our decision regarding the payment facility we would use, your security was our most important concern and PayPal was our considered choice. Furthermore PayPal is one of the only merchant systems that can accept both credit card and direct deposit payments.
10.3 No credit card or PayPal account?
If it is not possible for your organisation to pay via a credit card or to register with PayPal to pay via a direct bank deposit, you can pay by cheque. In order to do this, process your order all the way to the PayPal payment page. Once you have done this the order will be in our system as "pending payment" and you will be emailed a copy of the invoice.
GPO Box 11017
Adelaide SA 5001
Australia
Microsoft Software Assurance is a maintenance offer that helps your organization get the most from Microsoft software through a broad range of benefits. From deployment planning and staff training to product support and software upgrades, Software Assurance benefits help you increase worker productivity, accelerate organizational performance, and realize a return on your software investment faster. Read more: http://www.microsoft.com/licensing/sa/default.mspx
11.2. How to activate Software Assurance
http://www.microsoft.com/licensing/sa/activate.mspx- (includes a Benefits Activation Resources Center). All Software Assurance benefits are activated and accessed through MVLS (Microsoft Volume Licensing Service) at http://licensing.microsoft.com/. This is where you must go to access your installation keys for software donations. Customer organizations should also activate your Software Assurance benefits here as well.
11.3. What is included in Software Assurance, the Benefits Comparison Chart: http://www.microsoft.com/downloads/details.aspx?FamilyID=dfaaac74-4aef-4c71-a2fc-b25d3ccd84cd&DisplayLang=en - this interactive chart shows you which Software Assurance benefits are available to various Microsoft licensing customer groups. NGO donation recipients are Open License customers.
11.4. How to upgrade to new version
http://www.microsoft.com/licensing/sa/benefits/version_rights.mspx
In order to request the upgrade media, go here:
https://licensing.microsoft.com/eLicense/L1033/Overview.asp, and contact the MVLS office in your country. A nominal processing fee may be required.
11.5. Are there Software Assurance renewal purchase options when it expires?
No, there is not an option to renew Software Assurance. In order to obtain an upgrade after Software Assurance expiration, a customer organization would need to purchase an upgrade from a charity reseller. Eligible customer organizations may also request new versions through this donations program.
Also, Information on Vista: http://www.microsoft.com/licensing/sa/benefits/vista.mspx - explains Vista Enterprise to the Software Assurance and Volume Licensing customers. For more information, visit the Windows Vista Web site (http://www.microsoft.com/windows/products/windowsvista/default.mspx).
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