Help & support
Bought a service, software download or just want to contact us?
Services bought online
If you have a question about the purchase of your online service from www.thetechguys.com then the FAQs below should be able to help you.How do I pay for The TechGuys' services?
We accept payments from Mastercard, Visa, Visa Electron, Diners Club & American Express.Why has The TechGuys refused my payment?
The TechGuys don’t refuse your payment, your bank or card provider will have declined your payment. As a result we are not able to fulfil your order request. What to do next?
- Contact your bank and check that there are no blocks or bars on your account.
- Try re-submitting your order on our web site.
- Visit your local PC World and purchase the service at The TechGuys clinic in-store.
I bought an iPod in car installation from The TechGuys. How do I arrange the installation?
You need to call 0844 871 7983 to arrange for the installation to take place on a day that is suitable for you.I bought a Freesat installation from The TechGuys. How do I arrange the installation?
There will be details of how to do this in your confirmation email. Alternatively, please call 0844 248 0029 to arrange the installation. Please have your Order Reference number to hand. The order reference number will look similar to this. TTG123456789.I bought a Digital Aerial Installation from The TechGuys. How do I arrange the installation?
There will be details of how to do this in your confirmation email. Alternatively, please call 0844 826 8323 to arrange the installation. Please have your Order Reference number to hand. The order reference number will look similar to this. TTG123456789. I bought TechFriend™ from The TechGuys but I have not received it through the post yet.
Please allow 2-3 business days for TechFriend™ to arrive. If you have not received it after that time, please email info@thetechguys.com. If you wish to use TechFriend™ before your pack arrives then simply quote your receipt number when you call to start using the service.I bought Online Data Backup and I need some help using the service.
If you need some support with your online data backup purchase with regards to registration and backing up then we have a live chat facility available. Please click the link below to talk to an advisor. Start Live ChatI bought a service from The TechGuys but I have not received a follow up email.
You will receive a follow up email on the
next business day (Mon to Fri). If you have not received an email (or phone call) during the business week, then please email info@thetechguys.com with your order reference number. The order reference number will look similar to this. TTG123456789.I bought a service from The TechGuys but I have not received a phone call yet.
You will only receive a phone call if:- we are unable to make the booking date that you chose;
- you purchase more than 1 service;
- you require multiple wireless devices setting up.
How do I change my booking date as i'm not available on the agreed date?
Depending on the service you purchased, there are a few ways in which you can rebook your appointment. If you purchased one of the services listed above in this FAQ list, then please click on the relevant option above. If you want to rebook any other service then please contact 0870 901 3000.I have forgotten my password to log into my account.
In order to retrieve your password, please visit the webpage below and enter the email address that you used to register with. Your password will then be sent to you.Click here for Password Recovery
I have another question regarding a service that is not covered in this list.
For any other question regarding the service that you bought online, please email info@thetechguys.com with your order reference number. The order reference number will look similar to this. TTG123456789.Software downloads bought online
If you have a question regarding your online software download from the downloads.thetechguys.com then the FAQs below should be able to help you.How do I pay for The TechGuys' services?
We accept payments from Mastercard, Visa, Visa Electron, Diners Club & American Express.Why has The TechGuys refused my payment?
The TechGuys don’t refuse your payment, your bank or card provider will have declined your payment. As a result we are not able to fulfil your order request. What to do next?
- Contact your bank and check that there are no blocks or bars on your account.
- Try re-submitting your order on our web site.
- Visit your local PC World and purchase the service at The TechGuys clinic in-store.
How do I download my purchased software?
- Log into your software download account.
- Type in your email address and your password, then click on the Log in button.
- On the far right of the order reference there is an option called ‘Download’, click this link.
- All your purchased software is visible on this screen ready to download with the respective serial numbers to activate it.
I cannot find my serial number to activate my software download. How do I find it?
- Log into your software download account.
- Type in your email address and your password, then click on the Log in button.
- On the far right of the order reference there is an option called ‘Download’, click this link.
- Your serial number is listed underneath each item of software that you have purchased.
How long is my software download kept in my account for after I have purchased it?
We keep your software download in your account for a period of 1 month. This is to ensure you have enough time to download and install it. After that time it is removed. Please keep your software download in a safe place like on a pen drive or backed up onto a CD.
Can I install my software download on more than 1 PC in my home?
You can use your software download on 1 PC, unless the software indicates that it can be used on multiple PCs. License keys/serial numbers are verified on installation and will only be valid for the amount of users specified.My software download is not available in my account yet.
Your software download takes around 10 minutes before it is available for download. If it’s not in your download account after this time, please email downloads@thetechguys.com quoting your order reference number. The order reference number will look similar to this example. A1bcdefg2hijklmn3opqrstu45.I cannot find my software download on my computer. Where is it?
Depending on the internet browser and operating system you use and the last folder you used to save a file to, your download could be in one of a number of locations. A few places that you might to look in are:(Windows XP)
"C:\Documents and Settings\ [Username]\My Documents\Downloads"
(Windows Vista)
C:\Users\[Username]\Documents\Downloads
If you cannot find it then don’t worry. The fastest way to find it is to go through the download process again and when you click on ‘Save’, have a look at the folder where the file is going to be saved into. You can now cancel the download and browse to that folder to retrieve your download, or just save the file again to another location.
For good housekeeping, it is a good idea to save all your file downloads to one of the above locations.
I have forgotten my password to log into my account.
In order to retrieve your password, please visit the webpage below and enter the email address that you used to register with. Your password will then be sent to you.Click here for Password Recovery
I have another question regarding a software download that is not covered in this list.
For any other question regarding the software download that you bought online, please send an email to downloads@thetechguys.com with your order reference number. The order reference number will look similar to the one shown below. A1bcdefg2hijklmn3opqrstu45.
If you are not happy with the level of service provided by The TechGuys, please let us know by contacting our Customer Service Team.
Call us on 
Lines are open: Mon-Sat 9:00am till 6:00pm (national rate applies)
For email support click here 
Or write to us:
The TechGuys
PO Box 1686
Sheffield
S2 5YB
We undertake:
- To deal with your complaint fairly, confidentially and effectively
- To acknowledge your complaint within 24 hours of receipt with a proposal of the action to be taken
- To keep you updated on progress made and to provide a likely time scale for resolving it within 5 working days of receipt
We hope that any complaint you have may be easily resolved. If that is not the case, our Customer Quality Manager will try to help.
Email them here
