Edraw FAQs

Have questions about Edraw products? Find answers here.
  • Install
  • Activate
  • Account Management
  • Invoice
  • License and Plans
  • Payment
  • Renew/Update plan
  • Files
1. How to download and install software?
To download and install software, please visit Edraw Download Center.
For Windows, Mac OS X, and Linux, you can find different ways of installing and uninstalling Edraw software on this page.
2. How to reinstall the software?
To reinstall the software, please follow the instructions below:
  1. Uninstall the software on your computer first.
    • On Windows, click [Start] - [Control Panel] - [Programs] - [Uninstall a program] to uninstall it.
    • On Mac, open the Applications folder and drag the software icon to the Trash to uninstall it.
  2. Download the latest version of the software.
  3. Click on the installer, or right-click on the installer to run it as Administrator to start the installation.
3. How do I fix the installation stuck?
Usually, this is caused by unstable or poor internet connection. Follow the troubleshooting steps below.
  1. Make sure your internet connection is working properly.
  2. Quit the installation, then right-click on the installer and run it as Administrator.
4. I failed to download the software from Edraw websites.
The download failure is usually due to a network connection error. Please kindly check by following the below instructions:
  1. Check the network connection; if it's not correctly connected, try to switch your network;
  2. Switch to another browser;
  3. Try to download the software again.
1. How to deactivate my license on the current device, and activate it on a new one?
When you change the computer or reinstall the operating system, you need to deactivate your license from the old computer or system first, then activate it on the new one. Get specific instructions here: How to transfer Edraw software to another computer?
2. I did not receive a license code or confirmation email after purchase.
Generally, once the order is validated, the system will automatically send you an order confirmation email with the download URL within 2 hours. However, if you did not receive it on time, perhaps it is tagged as a SPAM, or it's because of the delay of Internet or system glitches. You can retrieve the license code through this page.
I purchased the license, but my account still shows a free trial.
Here are some possible reasons.
  1. If you have just purchased the software, it's possible that you haven't activated and associated the license yet. However, you need to activate the program with the license key on the order confirmation email, so please first check if you have activated and associated the license.
  2. If you have logged in but still show a free trial, it's possible that you logged in before making the purchase, so your account had been recognized as a free trial and hasn't been updated yet. In this case, please log out of your account and then log back in again.
  3. Your account might have expired; please check the expiration date of your subscription plan.
  4. Check if you have purchased the correct platform and correct product.
1. I entered the wrong email when buying the product; how can I change my account email?
If you need to change your account email or license email, please contact us.
2. How to reset my account password?
You can change your account password in [My Account] - [Change Password] - [Change]. If you have forgotten your password and cannot log in, please click 'Forgot your password' in the pop-up login window and retrieve your password using the verification code sent to your email.
3. What is device management? How to manage the devices under my account?
One account can be used on three devices. Once you have logged in to 3 devices, you cannot log in to another. At this point, you can use the easy device management function to delete unused device(s) from your account center, and then you can log in to the new device and continue to use the software.
4. What is Edraw ID?
Edraw ID is an account you created on Edraw websites, which enables you to have your order details and keep tracking the activation status of your product in your account.
The Edraw ID account information will also be used to activate the product after paying for it. So you can use the full version of the product instead of the trial version.
5. How to edit my personal information in my Edraw account?
Step 1: Log in Edraw Account Center with your Edraw ID.
Step 2: Click Account to view your account information.
Step 3: Then, you can change your profile picture, name, introduction, etc. Kindly remember to click the Save button.
6. How can I delete my account from your system?
Please get in touch with our support team for assistance if you'd like to delete your Edraw account and personal information.
7. I want to change my email or forgot my account & password
To change the email address, please submit an offline form, and we will help to process it.
To find your account and password:
  • Your license email is the email you used to purchase.
  • Please provide the order number and contact us if you forget the account.
8. Where can I find my order history?
For programs which can log in, you can find your order information on Edraw Account Center.
1. How to get an invoice/receipt?
After payment, license information and invoice will be sent to the registered email address immediately. If you fail to get an invoice, please submit your order reference and request to us from Contact Support.
1. What is the difference between a business and an individual plan?
Individual lifetime plans provide lifetime uses and upgrades, whereas business perpetual plans provide lifetime uses but 3-year free version upgrades. Please compare and choose the appropriate plan according to your needs.
2. How to get a multi-user license? Do you have team plans?
Yes, we offer multi-user licenses to those requiring a large quantity of user licenses for Edraw products. You can find the multi-user license price in the [Business/Team] column on each product pricing page. For a quote, please contact us at business@edrawsoft.com.
3. If we purchase multiple licenses, can teammates within a company collaborate?
EdrawMind and EdrawMax support collaboration, and you can share your file or publish it in Edraw Community. Also, you can use EdrawMind Online and EdrawMax Online for company collaboration.
4. Do you have the educational plan?
Yes, we have education plan for EdrawMax and EdrawMind, and please check the this page: https://www.edrawsoft.com/store/education.html.
5. How can I cancel my subscription?
To cancel a recurring subscription, please submit a ticket to Support Center. Or you can email us at support@edrawsoft.com.
6. I signed in to my email, saying: Invalid account! Network Error
If you need to activate the software, please find "Activate" button in "Help" menu or under the "Account" menu, and enter the license code to activate the software to use. If you have already activated the software, please sign up with your email account and log in with this registered email to use the cloud storage service.
7. I purchased a wrong software
If a wrong software was unfortunately purchased and it is still within 30 days from the day when the order was placed, please repurchase the correct software and contact our support team with information listed below, we'll be happy to issue the refund for the wrong product.
  1. Wrong Order ID:
  2. Wrong Order ID:
  3. Wrong Order ID:
1. I can't find my order information.
If it is on the website, you can find order information in my orders by clicking on your profile picture in the upper right corner after logging in. Within the product, you can also find it in [My Account] - [Orders].
2. How to get a refund?
To apply for a refund, please email support@edrawsoft.com with the following information:
  1. Your name
    • Product name and version No.
    • Order reference No.
  2. The specific reason for the refund
Once we've approved your refund request, we'll process your issue, which may take several business days. You can read the Edraw refund policy here.
3. Which payment method do you accept?
We accept online payments such as PayPal, Credit card, Local Payment, Wepay, Alipay, LINE Pay, Debit card, etc. Click on the [BUY NOW] button and select the country you are in to see all available local payment methods.
If you are interested in the exact accepted payment methods, in your shopping cart, you can first select your Country/Region, and then the supported methods will be listed above.
4. The online purchase won't accept my credit card. What should I do?
Please contact our support center, and we will serve you as soon as possible.
5. What's your tax exemption policy? We are a tax-exempt company/organization/school; how do we place an order?
For tax-exempt organizations, please proceed with the payment first. After that, please submit your order reference and tax-exempt document to us from the support center.
We will send the document to apply for the tax refund. The request usually will be processed in one business day after we receive the material, and the refund could take 2-10 business days to reach your bank account, depending on each bank processing time.
6. Does the price include sales tax and VAT (value-added tax) fees?
The listing price on the website does not include sales tax or VAT. Companies in the EU will pay 0% if they provide a valid company VAT number. Please process your order first, and after that, please submit your order reference and VAT number to us from the support center and we will assist in applying for a VAT refund for you.
7. What is your accepted payment methods?
Edraw accepts online payments such as PayPal, Credit card, Local Payment, Wepay, Alipay, linepay, Debit card, etc. Accepted payments may differ according to different countries/regions.
If you are interested in the exact accepted payment methods, in your shopping cart, you can first select your Country/Region, and then the supported methods will be listed above.
1. Will my plan renew automatically?
The subscription plans automatically renew at the end of each term, and you will be charged for the subsequent period. However, if you do not want to continue the service, you can manually cancel the subscription service before the next auto-renew date.
The lifetime plan is a one-time charge, not a recurring subscription.
2. How to cancel auto-renewal?
Please visit the cancel subscription page or contact our support team to cancel the auto-renewal..
3. How to upgrade my current plan?
If you are license users, you can enter your registration email here to get exclusive discounts when renewing and upgrading.
4. I have a subscription plan. Can I upgrade to a lifetime plan?
Yes, you can upgrade at any time you wish. However, it is NOT possible to deduct your subscription payment from the price of the lifetime plan.
1. What to do if I fail to open my file?
If your file is saved in the cloud, you can try to restore the historical version in the cloud file. If the file is more than 1 kb, please provide the file's name and your Edraw ID; our technicians will assist in recovering the file.
For EdrawMax: If it is saved locally, please check whether there is a historical version through [View] - [File Recovery] or [Advanced] - [File Recovery].
For EdrawMind: If it is saved locally, please check whether there is a historical version through [Advanced] - [File Recovery].
2. Where can I find auto-saved files on my computer?
For Windows: C:\\Users\your user name\AppData\Local\Edraw
For Mac: Users\your user name\Libraries\Edraw\
3. How to recover a lost document during an unexpected shutdown?
Whether your computer automatically shut down or crashed because of a technical glitch, any documents that were open and being worked on before the shut down won't be lost. The next time you open Edraw software, a pop-up window will let you recover your unsaved files. Also, you can visit the C:\\Users\yourname\AppData\Local\Edraw folder to find auto-saved files.
If you use Mac, please visit Users\your user name\Libraries\Edraw\ to find the auto-save files.
4. What happens to my files when I cancel my subscription?
Your account will be converted to a free account with limited features & resources when you cancel your subscription. However, you can still access the files that you have previously created. In addition, you can always upgrade your account to regain access to the premium features & resources.
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