KeyShot Purchasing FAQs

KeyShot Purchasing FAQs (Valid after January 3, 2023)

I have a problem with my order. What do I do?

You can manage your order, subscription, invoice, and payment details in your KeyShot Account (account.keyshot.com). If there are other issues, please contact our billing partner 2Checkout at support@2checkout.com.


We need to update our billing information. How do I do that? 

You can update your billing information in your profile. You may update your overall payment method or change the payment method for each individual subscription purchase, i.e., if you wish to use one credit card for subscription licenses and one for Network Rendering. Please visit account.keyshot.com to make any necessary changes.


We want to add new users to our team. How will that be billed? 

You can add additional licenses to your team or update user information in your account by visiting account.keyshot.com.


From your KeyShot account, click the Buy button to purchase additional licenses. When you do so, you will be redirected to the KeyShot store, where you can purchase new licenses with the billing information on file. If you have additional questions, please contact us at sales@luxion.com.


How will my existing subscription be renewed?

If you purchased a subscription license in 2022, your existing subscription will be imported into our payment system, without payment information.


To set up auto-renewal, please visit account.keyshot.com, add a payment method, and enable automatic renewal. If you do not enable automatic billing, you will have to manually visit the store and click renew before your subscription expires.  By enabling auto-renewal, you are confirming you are over 16 years of age, and that you agree that your license will automatically renew in accordance with Luxion's terms and conditions, as well as 2Checkout's Terms and Conditions, Terms of Use, Privacy Policy, and EULA.  


If you wish to renew your account manually each year, please visit account.keyshot.com and store a payment method.


Regardless of if you choose automatic or manual renewal, you will receive an email notification before your subscription is due for renewal.


We want to cancel our subscription. How do we do that? Can we get a refund? 

Please visit account.keyshot.com to make any necessary changes and request a refund. Cancellations and refunds are accepted up to 30 days from the date of placing your order.


How do I change my billing frequency? 

All subscription products have a billing cycle of twelve months. You can extend your billing cycle to align with the billing date of another product you purchased so all your products renew on the same date. Please visit account.keyshot.com to make any necessary changes.


Do I have to pay in US dollars? 

Payment is available with various Credit/Debit Cards, Digital Wallets, as well as online and offline options such as Purchase Orders or Bank Transfers. Billing currency is pre-selected based on your location, but, should you wish to, you can change the billing currency on the checkout page. Payment may be made for the currencies of the following countries: United States, China, Japan, South Korea, and Hong Kong.


Can you invoice me? 

Yes, we can invoice you after receiving a purchase order. Please contact us at sales@luxion.com.


How do I pay by purchase order?

If you are paying with a purchase order, you will receive an email confirmation. To complete your order, you will need to download the Purchase Order Form, which you will be able to download from the thank you page after your order is placed. Please print, sign, and send it to us by uploading it through the payment portal, or by email at support@2checkout.com. To identify your order, please use the reference number on your order confirmation. 


Will I be charged sales tax? 

If you are in a jurisdiction where we must collect sales tax, you will see that included on your bill before you check out.


What if I have a question I need answered before I purchase?

For pre-sales questions, including pre-sale software questions, or pre-sale ordering questions, please contact us at keyshot.com/contact/ or by emailing sales@luxion.com.


What if I have a question about my license? 

Please contact us at license@luxion.com and we will help you.


What if I have another question that isn’t answered here? 

For product installation, activation and other technical support issues, please file a ticket with the Luxion Support Team using the KeyShot Support Portal.


For order support, sign in to your KeyShot Account with your email address to easily manage your order, subscription, invoice, and payment details.


If there are other issues, please contact our billing partner 2Checkout at support@2checkout.com.


Payment Information 

ACH and/or wires from the United States can be sent directly to the following bank account:

AVANGATE, Inc.

10590 West Ocean Air Drive, Suite 250

San Diego, CA 92130


Silicon Valley Bank

Account Number: 3300578784

Routing: 121140399

SWIFT Code: SVBKUS6S


Checks are accepted on an exception basis only. If you would like to pay with a check, please contact us at sales@luxion.com for additional information. 


For customers outside the US, only wire and credit card payments are accepted. Should you choose to pay by wire, you will receive instructions on where to send your wire transfer when the order is placed.

A W-9 can be provided by going to https://www.2checkout.com/legal/legal-notice/


Certificates of Residency can be downloaded at https://www.2checkout.com/legal/legal-notice/