General Sales FAQs

Is your online order secure?

Yes, it is 100% secure. We use Share-it (One of the Mycommerce payment solutions) for all online orders and Share-it® is a registered trademark of Digital River GmbH. The secure server is at mycommerce.com, a veteran ecommerce company specializing in software.


What payment methods can I use?

You can use all mainstream credit cards including Visa, MasterCard, American Express, JCB, etc. Besides, Paypal and check (prepayment) are also accepted. Wire transfer is only available in some countries.


Does your price include tax?

No. Sales tax may be applied based on your residence.


How to stop the next subscription manually?

Please log in your MyCommerce account, and you can easily stop your next subscription order. You can stop the next subscription on any day of current subscription.


What is my MyCommerce account and password?

The email address you entered in the payment process is your MyCommerce account. During the payment, you can set a password for this account. After purchasing, you can log in your MyCommerce account in "Log in - My Account" page.

If you didn't set password during the payment process, you can open MyCommerce account page and click "Request Login/Password", then enter your email address and click "send data" button. Follow the instructions in the email you receive to reset your password.


Is there any refund guarantee?

We provide a 30-day money-back guarantee based on the circumstances. Please refer to our refund policy to learn more details.


What information do I need to enter for purchasing your product?

Basic billing information including Email, First Name, Last Name, Country and Zip Code need to be entered. If you use credit card to pay, you also need to enter your Credit Card Number, Expiration Day and Card Security Code. We fully respect your privacy and will never sell or send your personal information to any third-party. Please refer to our privacy policy for details.


What should I do If I accidentally purchased the wrong product?

Please contact our support team with the order ID of the product you have purchased. Or you can purchase the correct product you want and then contact our support team with both of the two order IDs, and then we would immediately refund the incorrect one to you. For other refund requests, please refer to refund policy.


If the prices of the wrong product and the correct product are the same, you can directly contact us to request a valid license code for the correct product. We will send you a new code for the correct product and disable the code for the wrong product at the same time.


Can I purchase a CD?

We provide download versions of TuneKeep products instead of CD copies. You don't need to buy CDs as the products will be upgraded constantly and you can download the latest versions of the product from our website without any limitations.


Can I purchase your product for commercial use?

No, all TuneKeep products are sold as home editions and can be only used for individuals. Any commercial uses are strictly prohibited.

General License Key FAQs

How long will I get license key if I have paid for the order successfully?

Once you have placed the order successfully, the license key will be automatically sent to your email address immediately by Mycommerce. If you couldn't find it in your mailbox, please also check spam as sometimes it may be marked as spam. If you have checked spam and haven't got the registration code after 3 hours, please contact us for help.


Can I register my registration code for both Windows and Mac version?

No. Windows and Mac versions are sold as different products. The lifetime license is only available for either Windows or Mac only. Make sure you select the correct version before purchasing.


Do I need internet connection to activate the software?

Yes, any license registration will be verified via internet connection. If you failed to register the program and you do have internet connection, please contact us for offline registration.


Can I move license key to another PC or can I use the key to register after reinstalling OS?

For lifetime license key, if you want to register on another computer or want to re-register after reinstalling OS or OS recovery, please contact our support team first and we will generate a new license key for you and deactivate original license key.


How can I retrieve my registration code if my computer crashes.

Any used registration code can't be used to activate again. However, you can contact us with your order information. As to lifetime license key, you can contact our support team for a new license key. We will deactivate the original license key after we send the new one.


Why did I fail to register the program?

There are several possibilities: (1) The program you are attempting to register is not the one you purchased. For example, you tried to register Audio Converter with a license code for M4V Converter. (2) You purchased a wrong version and didn't realize it. For example, you purchased Audio Converter Windows version and tried to register Audio Converter for Mac. As stated above, Windows version code can't be used to register Mac version, or vice versa. (3) You didn't copy the full license code. (4) You added extra space before or after the license code. In this case, just remove the space and try to register again. (5) You tried to use your original license key to re-register after reinstalling OS or OS recovery.


I have received a license code but haven't got the download link.

Please go to our download center to download the free trial version, install it then register it with your license code. There is no direct download link for full version you don't need to register.

Audio Converter FAQs

What's the difference between trial version and the full version of Audio Converter?

For both Windows and Mac versions, the free trial version will only convert first 3 minutes for each input file. Besides, Windows free trial version only allows you to use 30 days. You can purchase a license code to activate full version and enjoy all features.


How to Register TuneKeep Audio Converter Windows version?

Launch TuneKeep Audio Converter (Windows) and you will see a dialog which tells you that this is an unregistered copy for evaluation purpose only. Click Continue button to continue evaluation, or click Activate button if you have got a license key.

TuneKeep Audio Converter Unlock Notice

If you click Activate button and you will see "Unlock TuneKeep Audio Converter" dialog, copy your license key from your email and paste in the blank area, then click Unlock button. Once your license key is verified, you will get "activated successfully" message.

TuneKeep Audio Converter Unlock Dialog


How to Register TuneKeep Audio Converter Mac version?

Launch TuneKeep Audio Converter (Mac) from Applications or Launchpad. In macOS High Sierra 10.13 or macOS Mojave 10.14, Mac will popup a system dialog as below. To take advantage of all the function of the program, you need to grant access to this application by clicking "Open System Requirements".

Go to Privacy tab, click "Accessibility" and click the lock icon in the left bottom to make changes, enter your administrator password and check TuneKeep Audio Converter.

Now TuneKeep Audio Converter (Mac) will be launched and you will see a Register button in the main interface. Click Register button and you will see a new dialog, copy your license key from your email and paste in the blank area and click "Activate" button. Once your license key is verified, you will get "activated successfully" message.

Enter Register Code


How to solve XPCHelper problem when Audio Converter for Mac is launched?

To solve XPChelper problem, please download the driver.zip file, unzip it and follow the instructions in Guide-EN.docx file.


I can convert Apple Music losslessly, right?

Converting Apple Music tracks or audiobooks could be lossless or lossy, depending on your output settings. We provide audio quality options and you can choose it flexibly. Apple Music songs are 256kbps protected AAC (M4P) files, so you can choose 320kbps MP3 or 256kbps M4A for lossless conversion.


Can I extract audio from iTunes videos with Audio Converter?

Yes, Audio Converter can extract audio from iTunes movies, TV shows, music videos and home videos.


How to improve output quality?

You can select best audio quality in profile settings. There will be some presets and you can choose the best one. For example, you can choose 320kbps MP3 or 256kbps M4A. Sometimes, you can also try to slow down conversion speed of Apple Music tracks which you didn't download to PC.


Are all OS available for 16X faster conversion speed?

Not exactly. For Windows, 16X speed is available for all supported Windows OS which are Windows 7/8/8.1/10 (32-bit & 64-bit). For Mac OS X 10.9.5 - 10.12 will automatically use 16X faster conversion speed. In macOS High Sierra 10.13 and Mojave 10.14, the program can only perform 1X speed because of system limitation.


Can I make conversion faster?

You can click Options button and adjust conversion speed from 1X to 16X. Generally speaking, there won't be any problem if you use 16X faster conversion speed. However, if your internet connection is unstable or slow, it would be better to slow conversion speed to convert the Apple Music tracks. Please note that, in macOS High Sierra 10.13 and Mojave 10.14, Audio Converter can only perform 1X speed because of system limitation.


Can I preserve ID tags in output audio files?

Sure. However, only MP3 or M4A output formats can preserve ID tags as other audio formats don't support ID tags.


Can I preserve chapters when I convert audiobooks?

When converting audiobooks to other audio formats, only M4A output format can preserve chapter information. This feature is available in both Windows and Mac versions of Audio Converter.


Do I need to download Apple Music tracks to iTunes library before conversion?

It depends on the version you are using. If you are using Windows version, as long as you have a stable internet connection, you can convert Apple Music tracks online directly, just add them to your iTunes library first. However, if you are using Mac version, please make sure you have downloaded the songs to your iTunes library first.


How to automatically store the output audio into Artist / Album folders?

Click Options button and go to "Set custom format for output file name", then specify your rules. For example, you can use "{album}/{artist} - {title}" to store the songs into album folder. Please note that you can use slash (/) to add folder in output path.


Output files have several short breaks of silence in playback, how to fix?

In iTunes, click menu Edit > Preference > Playback and uncheck "Crossfade Songs".


Conversion completed but output duration is 00:00. There is no output file. Why?

Please make sure that the audio needs to play through the internal speakers and not the external ones nor any virtual sound cards. And please click Refresh button first to ensure that the entire playlist is completely updated.


Conversion process stops after some time unsupervised, how to fix?

Screensaver and computer sleep may cause the problem. If you need to convert a large amount of Apple Music tracks, it's recommended that you turn off screen saver and set computer sleep to Never. Or make sure the time for screensaver or computer sleep is longer than the time for conversion.


Can I convert the Apple Music M4P files I received from others?

No. If someone else send you the files and your computer are not authorized with the associated Apple ID, our software won't help. The premise for conversion is that you can play the files. You can only convert the Apple Music songs you downloaded with your Apple ID. TuneKeep products don't crack anything.


Can I keep the output songs if I decide to uninstall Audio Converter?

Sure, uninstalling TuneKeep Audio Converter won't delete any output files. Any output MP3 or M4A songs converted from Apple Music tracks or audiobooks will stay in its output folder. If you want to delete the output files, manual actions are needed.

Spotify Music Converter FAQs

What's the difference between trial version and the full version of Spotify Music Converter?

The free trial version of TuneKeep Spotify Music Converter (Windows) allows users to convert 3 minutes of each audio file in Spotify.


How to Register TuneKeep Spotify Music Converter Windows version?

Launch TuneKeep Spotify Music Converter (Windows) and you will see a key icon at the top right corner of the interface. You can click the key icon, enter your license code or you can simply copy and paste it in the blank and click Unlock button to register the full version.

How to Register Spotify Music Converter


How to Register TuneKeep Spotify Music Converter Mac version?

Launch TuneKeep Spotify Music Converter (Mac) and click menu Help > Register, then a registration dialog will pop up. Simply enter the license key in the blank and then click "Unlock" button to unlock the full version.

How to Register Spotify Music Converter for Mac


How to solve "recording plugin failed" problem when Spotify Music Converter for Mac is launched?

To solve "recording plugin failed" problem, please download the driver.zip file, unzip it and follow the instructions in Guide-EN.docx.


Can I download Spotify music using a free account?

Yes, the program supports both free and premium Spotify account.


I can converting Spotify music losslessly, right?

Converting Spotify music could be lossless or lossy, depending on your output settings. We use 320kbps MP3 as default output, generally speaking, the output quality will be same as the original streaming audio quality. Please note that Spotify Free is streamed at 160kbps and Spotify Premium is streamed at 320kbps.


Can I make conversion faster?

Spotify Music Converter uses 5X conversion speed on Windows and 1X conversion speed on Mac. However, please note that the conversion speed also depends on your internet connection speed.


Can I preserve ID3 tags in output audio files?

Certainly. However, only MP3 or M4A output formats can preserve ID3 tags as other audio formats don't support ID3 tags.


Can I keep the output songs if I decide to uninstall Spotify Music Converter?

Sure, uninstalling TuneKeep Spotify Music Converter won't delete any output songs. Any output songs converted from Spotify Free or Spotify Premium will stay in its output folder. If you want to delete the output songs, manual actions are needed.

M4V Converter FAQs

What's the difference between trial version and the full version of M4V Converter?

For both Windows and Mac versions, the free trial version will only convert first 5 minute for each M4V video. You can purchase a license code to activate full version and enjoy all wonderful features. Besides, You can use Windows free trial version for 30 days and Mac free trial version for 45 days.


How to Register TuneKeep M4V Converter Windows version?

Launch TuneKeep M4V Converter (Windows) and iTunes will be automatically luanched as well. There is a triangle icon at the upper right corner of converter and when you click on it there will be some options for you to choose. Please choose "Register" to open the unlock dialog.

Register M4V Converter Manually

After clicking Activate button and you will see "Unlock TuneKeep TuneKeep M4V Converter" dialog, simply copy your license key and paste it in the blank area, then click Unlock button. Once your license key is verified, you will get "activated successfully" message.

Enter License Key for M4V Converter (Windows)


How to Register TuneKeep M4V Converter Mac version?

Launch TuneKeep M4V Converter (Mac) and a dialog with the notice "This is an unregistered copy for evaluation purpose only" will show up. Click "Enter Key" button to enter the license key (if you have got one) for activation of the program.

Register Dialog of M4V Converter for Mac

There will be another dialog with the words " Please enter your Activation code" popping up, just copy the license key you have and paste it in the blank , then click "Activate" button to get the full version. Please make sure internet services is available, because it's necessary for verifying the license key.

Enter License Key for M4V Converter (Mac)


Is M4V Converter compatible with macOS High Sierra or Mojave?

We are sorry, so far M4V Converter is not compatible with macOS High Sierra or Mojave. It's a system-level limitation by Mac. Our competitors encounter the same problem as well. Our development team will do our best to find a solution.


I can converting M4V videos with M4V Converter losslessly, right?

Yes. Converting M4V videos is lossless, we simply decrypt the original videos, and switch the M4V video container to MP4 without re-encoding, currently you can't use the program to compress the video or reduce video quality.


Which product should I use to extract audio from iTunes videos?

Please use Audio Converter to extract audio from iTunes movies, TV shows, music videos and home videos. Currently, M4V Converter only supports MP4 video output.


How to improve output quality?

The output MP4 videos have same video quality as original M4V videos and there is no option for improving output quality.


Can I make conversion faster?

The speed of M4V to MP4 conversion is up to your computer hardware configurations. If you got a better PC with more powerful CPU and memory, your conversion speed will be faster.


Can I preserve multilingual subtitles and audio tracks?

Sure. M4V Converter will convert M4V to MP4 with all multilingual subtitles, audio tracks, Dolby 5.1 track, closed captioning and audio descriptions retained.


How to fix when conversion process stops after some time unsupervised?

Screensaver and computer sleep may cause the problem. If you need to convert a large amount of M4V videos, it's recommended that you turn off screen saver and set computer sleep to Never. Or make sure the time for screensaver or computer sleep is longer than the time for conversion.


Can I convert the iTunes M4V videos I received from others?

No. If someone else send you the files and your computer are not authorized with the associated Apple ID, our software won't help. The premise for conversion is that you can play the files. You can only convert the M4V videos which are associated with the Apple ID used to buy or rent the videos. TuneKeep products don't crack anything.


Can I convert rental movies with M4V Converter?

Currently converting iTunes rental movies is only for Mac version and is not available for Windows version. Our developers are looking for ways to convert iTunes rentals on Windows.


Can I keep the output MP4 files if I decide to uninstall M4V Converter?

Of course, uninstalling TuneKeep M4V Converter won't delete any output files. Any MP4 videos converted from iTunes purchases and rentals, will stay in its output folder. If you want to delete the output MP4 files, manual actions are needed.