Frequently Asked Questions


We’ve prepared answers to a couple of the most frequently asked questions that should help you get started. We hope that you can find your answer here, but if not, please let us know through the Community Support or the VIP Support (if you’re a Pro license user). We will be happy to answer any questions you may have!


  • What is the difference between a Pro license and a Free license?

    All our licenses are lifetime, which means they never expire, but there are a few differences in features. See the full list on our Pricing webpage.

    While the Free license allows you to set up the maximum of two accounts in eM Client, it is possible to add an unlimited number of accounts with the Pro license.

    The Pro license also enables you to use eM Client for commercial purposes. Commercial use is any activity that helps you make a profit – the Free license therefore cannot be used in company settings or on personal computers for any kind of work or business correspondence.

    Pro users also gain access to the dedicated VIP support system. The support options are fully described in the Support overview.

    If you’re not sure about the type of license that you need, please get in touch with our sales department at [email protected].

  • I have my eM Client license - how can I activate it?

    In the eM Client application, go to Menu > Help > License on Windows or Help > License on macOS.

    Click the ‘Activate’ button and insert your activation key (including the hyphens).

    If there is no Activate button and this section already seems to include some License information it means there already is a license activated on this computer.
    If it's the correct license, you don't need to do anything.

    If you wish to activate a different license, simply click ‘Deactivate’ first to remove the current license. The same button will then be replaced by the ‘Activate’ option so you can proceed using the steps above.

  • How to check if there's an eM Client update available?

    To check if your eM Client is up to date, navigate to Menu > Check for updates.

    eM Client, however, checks for updates automatically. Updates are pushed in waves to avoid overloading the server so not all users receive the update notice at the same time.

    You can check what your current installed version of eM Client is in Menu > Help > About.

  • What is eM Client's update model?

    By purchasing a regular eM Client Pro license, you get the latest officially released major version of eM Client, all the smaller updates related to that version, and all older versions.

    If you decide to upgrade to a newer version of eM Client, you will need to renew your license.

    If you purchase Pro license with Lifetime Upgrades, you will gain access to all present and future versions of eM Client. You can purchase Lifetime upgrades separately any time.

    Each purchase includes a 1 year of Pro support access automatically, but you can also extend your Support access for another year.

  • I have lost my eM Client activation key, how can I retrieve it?

    Don’t worry, a lost activation key is no problem.

    Simply enter the email address used for the license registration here and we will send you your activation key immediately.

    If you have problems receiving the key, please make sure that you entered your address correctly and also check your Spam folder.

    If you’re worried that you cannot retrieve your key because eM Client is in offline mode, please be aware that most email providers in this day have a webmail option, where you can login and get your messages through your internet browser (for example Gmail addresses can be checked in your browser at, Hotmail, MSN, Outlook and other Microsoft accounts can be checked at, etc.).

  • I have activated my license on a second computer and my other computer has started to ask for the license key again, how to resolve this?

    Basic eM Client licenses are meant to be used on one computer only, so if you have one eM Client license and are using eM Client on two or more computers, you will be asked to re-activate your eM Client license each time you switch between the computers.

    However, we offer significant discounts on multi-license orders so you can purchase all the licenses you may potentially need in bulk. If you have any questions regarding the purchase or would like to talk about the pricing individually, please contact our sales department at [email protected].

  • I'm having issues while using the Licensing. "Download Silverlight" appears on the site, but I've already installed it..

    Update: New licensing manager has been released for PRO license users and is available at

    SilverLight is no longer needed for access to our License manager.


    Chrome recently pulled their support of Silverlight and as a result, the only browser that you can use to access is Internet Explorer. 

    If you are using Windows 10, you can still access Internet Explorer - simply type Internet Explorer into search and launch it

  • I purchased eM Client Pro license, how do I replace my Free one?

    If you previously activated a Free license, your key will not be automatically replaced if you purchase a Pro license.

    You need to deactivate the Free license and activate the Pro license instead.

    1.    Go to Menu > Help > License
    2.    Click the ‘Deactivate’ button (the button will change and the program will be turned to offline mode momentarily)
    3.    Click the ‘Activate’ button
    4.    Insert your new license key and confirm
  • I cannot activate eM Client license on Windows XP.

    Microsoft has officially ended support for Windows XP on April 8, 2014.
    Unfortunately, this means that the security protocols from the last service update are no longer up to the current standard.

    So when you try to activate the license after the eM Client trial, you will encounter an error message instead, because the request sent from Windows XP, unfortunately, doesn't arrive at our licensing system.

    A problem has occurred when contacting the licensing server:

    The underlying connection was closed:  an unexpected error occurred on a send.

    We have created a compatibility version for XP which allows the connection, but please be aware that this version will not be updated in the future.
    Please send us a message to [email protected] if you are interested in this version.

  • How to change the name connected to my license? Or update my registered email?

    To change any data concerning your registered/purchased eM Client license, please contact us at [email protected] and we'll arrange the desired changes.

  • My DEMO expired and eM Client stopped working - what do I do?

    After 30 days of using eM Client, you might encounter this message:

    Demo expired

    Your demo period has expired. Please obtain a valid eM Client license from

    You may access your offline data, but online synchronization and the sending of emails are disabled. Once a license is obtained, you will be able to use the product without limitations again.

    This means you haven't activated a license within the period of the trial version.

    If you already registered or bought a license, just take your Activation key and activate it in Menu > Help > License.

    Otherwise please go register or purchase a license from our website. Please make sure to register the license to an email address that you have access to, as the license key will be sent there.

  • How to upgrade to eM Client 9? Do I need to pay for it?

    You can upgrade to eM Client 8 by going to Menu > Help > Check for Update or by downloading it directly from our website.

    New/Free users will get a free 30-day trial of eM client 9 with all its Pro features.

    IMPORTANT: Pro users whose licenses are only valid for eM Client 8 and older need to buy a one-time upgrade to Version 9 first, or their program will be in offline mode until they upgrade their license or revert back to their previous version.

    Pro users with Lifetime Upgrades don’t need to make any additional purchases to access Pro features in eM Client 9.

  • What happens after my free 30-day trial of eM Client 9 Pro expires?

    After your 30-day trial of eM Client 9 Pro expires, you can either continue using eM Client on a Free License (with limited functionality) or purchase a Pro License.

    After purchasing a Pro license, simply enter your Activation Key by going to Menu > Help > License.

  • Why am I getting a message that a maximum number of allowed translations for my license was reached?

    eM Client uses external service for translations, so it has to pay for each translation made through its interface. For this reason, Free license users have limited access to this feature.

    There are no limits for the PRO users.

    Read more in our blog: On-the-fly Email Translation in eM Client and in the Documentation: Spell-checker and translator

  • eM Client is having trouble with a connection to the license server, what can I do?

    If you have trouble connecting to the license server to activate your license, make sure to add and to exceptions in any security apps, VPNs or Proxies.

  • I purchased eM Client business licenses; how can I manage them?

    You can overview your licenses using our License manager and even remotely manage specific activations. Find out how to manage your licenses or assign centralized settings to your activations.

    If you cannot find your License manager login credentials, you can reset them here.

    Please keep in mind that the credentials are case-sensitive and do not contain any whitespace characters.

  • My license reached maximum activations, what does it mean?

    This means that your license is activated on the number of devices your license was purchased for. You need to ‘free’ up some seats to use the same license on new devices. Either deactivate the license on the older device (Menu > Help > License) or if you do not have access to it anymore, use our License manager to remotely deactivate the older activation.