CyberMedia: Support

Customer Service Issues
and Frequently Asked Questions

Q. What are the latest versions of CyberMedia products?

A. The current version of First Aid is First Aid 98. Click here for more information.

The current version of UnInstaller is UnInstaller Deluxe 5.1. Click here for more information.

The current version of Guard Dog is Guard Dog Deluxe v1. Click here for more information.

Oil Change automatically updates itself to the current version when executed so you are guaranteed to be running the latest!

Even if you have the latest version noted above there may be a free update available to improve your CyberMedia product's performance. Click here for information on the latest updates.

Q. How can I upgrade and what are the prices?

A. Upgrades and full versions of our products are available by calling Beyond.com at 888-712-1477 If you own a previous version, you are eligible for a special upgrade price - call us toll free for details!

Q. How can I check the status of an order?

A. Order and shipping information can be obtained by contacting our Order Department at 800-845-1925.

IMPORTANT: Please keep your User Profile up to date. Most support options depend upon a current email address.

Q. I forgot my Password, what can I do?

A. Click here and we will email you your Member Name and Password (Note: your current email address must be reflected in your Oil Change User Profile for the Find Password feature to work).

Q. I'd like to change my Password, what can I do?

A. Click here to make changes to your Oil Change User Profile.

Q. I don't have an Oil Change Member Name or Password, what should I do?

A. You choose your own Member Name and Password when you register for Oil Change. Click here to register.

Q. How can I modify my User Profile to reflect my most current information.

A. You can change anything in your User Profile except your Member Name. To review or modify your User Profile, click here.

Q. I have purchased a full subscription to the Oil Change service, but when I login I get a message saying there is an additional number of updates available if I subscribe. Why am I not getting access to all of the updates?

A. In most cases this happens because the Member Name and Password that you are using to access the Oil Change database is associated with a "Trial" membership, rather then your full Oil Change subscription.

Many users mistakenly set up multiple accounts for themselves. This happens because a free "Trial" version of Oil Change is available for download from our Web site, and included with all CyberMedia products. Click here to have your password sent to your email address. You will be given the option of entering your email address or your Member Name. We suggest trying your email address first. We will send an unencrypted message to the email address that you specified in your original registration. You can also enter the Member Name that you may have used to set up your subscription and we will email the password to the email address that is associated with that Member Name. (If the Member Name you enter is not yours or you have changed your email address, we will not be able to send you your Password).

Important: If you were unable to find your Password using the Find Password feature, please contact us with the following information in order to help us locate your User Profile.

If this was a retail purchase, what is your serial number?
If this was an online purchase, what is the reference #? (This would have been supplied in your order confirmation, via email).
Is there another email address you may have referenced when you set up this account?
What Member Name and Password are you attempting to use?
What real name did you use when you registered your product?
What is the address/code word you used when you registered? The Oil Change database may have multiple entries with the same name for different people. This additional information may help us find your record.

There are two ways to contact the CyberMedia Customer Service Department:

If you would like to send an email, please use the following address:
custserv@cybermedia.com. Type "Password Request" in the subject field, and the answers to the above questions in the body of your message.
(This will enable us to respond more quickly to your request).
If you would like to speak with one of our Customer Service representatives, please call (310-581-4710) Monday through Friday, 7-5 PST

Q. Can I use the serial number from a retail purchase of Oil Change to turn my Trial membership into a full Oil Change subscription?

A. Yes, the following note explains how you can associate the serial number from your retail purchase with your existing member name and password.

Please click on the following link: http://oilchange.cybermedia.com/scripts/oilchange/register/register.idc and follow the instructions below.

Choose "Yes" I already have a Member Name and Password. On the next screen, provide your current Member Name and Password. Follow the screens to the point where you are asked if you want to upgrade to a full 1 year Oil Change subscription. Choose "yes." You will then be given the option of using a credit card or entering a serial number from a retail purchase. Choose serial number and enter it as requested to turn your trial account into a full subscription. There is no need to reinstall Oil Change if it is currently installed on your system.

Q. When I reinstall Oil Change, it says "Serial number already registered". What should I do?

A. Once you have established a Member Name and Password, you do not need to register again. If you need to reinstall Oil Change, select "I already have a Member Name and Password." Please supply your Member Name and Password. If you see the choice "Serial Number" or "Trial", during this process, choose "Trial", and you will receive access to your full subscription. (This normally would only happen if you were installing from your original CD). If you do not remember your Member Name or Password, please click here