questions and answers

1. What are the advantages of digital products (downloads) compared to postal deliveries?
   • Speed: You can start the download immediately after completing your order and do not have to wait for your order to be delivered.
   • Security: In contrast to DVD orders, there is no risk that you will lose the purchased software. All items you have purchased will be permanently saved in your CB Shop account together with the activation codes.
   • Handling downloads is also very convenient. If you e.g. move to a new computer or want to buy a second system, log on the new system into the CB-Shop and simply perform the download again. In addition, all FritzTrainers and ChessBase magazines are installed by default in the ChessBase/Shop folder on your hard drive. Your ChessBase program automatically displays all articles under "Purchased data".
   • Sustainability: By choosing downloads, you reduce the production of DVDs and DVD packaging, as well as goods traffic.
   • Many notebooks no longer have a DVD drive.
   • The Mac installer is only available as a download!
2. What are possible problems with credit card payments?

   The entry into force of the European Union's Payment Directive PSD2 (Payment Services Directment 2) at the end of 2019 made paying by credit card online safer but unfortunately also more complicated. Since then, many payments have to be confirmed twice - e.g. using tan and 3DS.

   There are exceptions for small sums, regular payments and / or trusted dealers (where you buy more often).

   Here is a list of possible errors, causes and solutions:

   • "Transaction declined by acquirer"
     • debit card - insufficient funds
     • credit card - expired, invalid or stolen
     • credit card - limit was violated (daily limit or similar)
     • payments in foreign currency or abroad are not permitted
     ➜ Please contact your bank / credit card company and have the payment approved.
     ➜ Please enter a new credit card and try again.
   • "3D-Secure authentication failed"
     • incorrect authentication - bank codes were transmitted incorrectly
     • authentication process canceled
     • error in authentication app
     • change of mobile number - you can't authenticate via mobile
     ➜ Please try to clarify the 3DS authentication process with your bank.
     ➜ Update your cell phone number in your bank's 3DS settings.
   • unknown credit card: "Invalid alias"
     • Your credit card was not recognized or has been deleted.
     ➜ Please delete the selected credit card.
     ➜ Please start the payment process with a newly entered credit card.
   • "Invalid action"
     • This is a very rare error, which usually only occurs after one of the errors mentioned above.
     ➜ If necessary, please enter a new credit card.
     ➜ Please start the ordering process again.
   • If you cannot solve the problems promptly, please consider paying with PayPal.
3. What is streaming? What are the advantages?
   • With streaming, the videos are displayed in the browser without you having to install them. The products are streamed via the video portal.
   • No installation is required. The products do not need memory on your device.
   • The products can be played on a variety of devices - Internet connection and browser are required. E.g.: iPad, tablet, smartphone, PC, laptop, ...
   • Immediately after purchase you are ready to go and can start training.
   • Backups are not necessary. You only need your username and password.
4. Add downloads
   • As a registered ChessBase customer you have the possibility to add the following ChessBase products to your account as downloads.
     • Digital ChessBase products / downloads you bought from other dealers
     • Fritztrainer on DVD released from September 2019
   • This offers a variety of advantages.
     • We take care of your backups.
     • You have all your downloads in one place.
     • You can use our streaming service. =>ChessBase Videos
     • We can update your products and inform you about relevant new releases.
   • How does it work? Go to your downloads section and click on the icon. Enter the purchased serial number in the given text field. After serial number verification and a refresh of the page, the purchased product will be added to your downloads.
     =>   Tutorial add DVDs/Downloads
5. What is "ChessBase books"?
   • ChessBase books is the new web-based publication platform from ChessBase.
   • Courses, books, videos, interactive chess problems: all chess-related content can be presented in these special e-books.
   • The ChessBase books run in the browser (Chrome, Edge, Safari etc) on all typical devices (PC, iPad, tablet, smartphone etc).
   • You get access to your ChessBase book in your download account directly after completing your order.
   • Click on the product link or on the book icon to read and use the product.
   • Here you will find an overview of all books on our new web-based publication platform: CB-Books