Frequently Asked Questions

Filterable FAQ

-How are you able to offer software at such low prices?

Well, by being incredible of course!

However, we can’t take all the credit. Our valuable partnerships with top software publishers and universities around the globe play a big role in helping us deliver educational software discounts. With a little bit of cooperation, combined with our technology and web stores, we can get software deals directly to students and faculty for less!

-How can I get academic software deals through OnTheHub?

There are 2 main ways to get academic software discounts:

1. Your school or department web store.

Your school, and/or your department may have a web store that is part of the OnTheHub Network. These stores provide special software discounts or even free downloads that are exclusively for their members.

Find out what savings your school is offering with our School Search!

2. The OnTheHub eStore

The OnTheHub eStore is open to all qualified students, faculty and staff in many countries around the world. We carry software that are essential for students– including SPSS, for up to 90% off retail price!

-How do you accommodate accessibility standards?

OnTheHub is committed to making every effort to support our customers in a manner consistent with dignity, independence and equality of opportunity.

We consider the individual needs of persons with disabilities when communicating and providing services and will use alternative methods when possible to facilitate equal value and quality of service.

We have established policies, procedures and practices to meet the accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

To ensure OnTheHub’s website and information technologies are equally accessible for users with disabilities, we have integrated web design standards recommended under the Web Content Accessibility Guidelines 2.0 (WCAG).

To provide feedback on the way we provide services to customers with disabilities, please contact us.

-What is your return policy?

Unfortunately, there are NO REFUNDS or EXCHANGES on ANY items ordered through Kivuto sites. All sales are final. Ensure when placing your order that you have chosen the correct product and read all the system requirements.

We are also unable to offer exchanges or refunds because product keys are shipped/issued with the software and, once issued, cannot be returned to our publishers.

Note: Kivuto Solutions Inc. is a distributor for some or all products offered on this site. As the consumer, you are responsible for ensuring that the items chosen and the shipping address provided for mail order products are correct. Kivuto Solutions is not responsible for products incorrectly ordered due to similarities in name and/or product explanations. As the end user, you are responsible for determining the version, product name, system requirements and other requirements for any and all product offers prior to completing your order.

-Is it true that I can download free software?

Yes, it is true!

We work with select schools and departments to provide no-cost software tools to students and faculty. Titles include Windows, Microsoft Office, Adobe Creative Cloud, VMware Workstation, VMware Fusion, and many more!

Find your school to see if you are eligible to get software for free!

-I am experiencing problems with my download, what should I do?

Use a wired connection.

For an optimal download experience, connect your computer directly to your modem or router via a network cable while downloading. This will reduce the chances of latency, which often leads to corrupt file transfers.

Temporarily deactivate your security programs.

Active firewalls, antivirus, or antispyware programs can cause interference during downloads. Deactivating these programs will help you successfully download your software.

If your issues persist, send us an email to and we will give you a hand.

-How do I find my product key or activation code?

You can access all the information related to your completed orders, including the product keys and activation codes, in the "Your Account/Orders" section of the WebStore.

  1. Log in to your school WebStore.
  2. Click the "Your Account/Orders" link at the top of the page.
  3. Scroll down to the Order History section and click the "View Details" link.

Clicking that link displays your Product Key or Activation Code.

Didn't find what you were looking for? ​There are several ways to get in touch with us for support, choose the option that works best for you.

Submit An Online Help Request

If you did not find a solution to your question in the FAQs, or you have a question about your order,  fill out our Customer Support form. Upon submitting the request you will receive an auto-confirmation email containing a support ticket number.

Most requests are answered in less than 12 hours; all requests are answered within 2 business days. Our support hours are weekdays between 6am and 6pm EST.

Call Us

Live customer support agents are available to assist you Monday to Friday between 6am and 6pm EST; call waiting time varies by time of day.

North America - 6:00 AM to 6:00 PM EST (Eastern Time)

USA/Canada (Toll Free): 1-888-396-1447

Europe, Middle East and Africa (EMEA) - 12:00 PM to 12:00 AM CET (Central European Time)

France (Toll Free): 0800-916021
Germany (Toll Free): 0800-182-8612
Spain (Toll Free): 900-809754
United Kingdom (Toll Free): 0-800-098-8436
Other countries not listed: +44-845-8697566

Asia Pacific (APAC) - 6:00 PM to 6:00 AM (Singapore Time)

Australia (Toll Free): 1-800-426-231
Hong Kong (Toll Free): 800-968-781
Malaysia (Toll Free): 1-800-815-302

Remote Assistance

Only download TeamViewer or access Zoho if you were instructed to by an OnTheHub representative. If you were not instructed to do so, there is no benefit to downloading these programs.

Download TeamViewer for Mac
Download TeamViewer for Windows


Mail Us

North America

Kivuto Solutions Inc.
126 York St. Suite 200
Ottawa ON, K1N 5T5

Europe, Middle East and Africa (EMEA)

Kivuto Solutions Inc.
2nd Floor,
16 South Main Street,
Co. Kildare