AceSpy Commonly Asked Questions
Here you will find answers to many common questions.
To go to Tech Support questions, click here.
Billing and Purchasing Questions
Is AceSpy compatible with my other programs?
AceSpy works with every version of all commonly used internet-based software such as AOL, AOL Instant Messenger, MSN Messenger, Yahoo Instant Messenger, Paltalk Messenger, Internet Explorer, Firefox, Netscape, Opera, Microsoft Outlook and Outlook Express, and Incredimail. AceSpy is compatible with all commonly used non-Internet programs as well. They include Microsoft Word, Microsoft Excel, Windows Media Player, Kazaa, RealPlayer. AceSpy is Compatible with All versions of Windows including 98, XP and Vista.
AceSpy has a unique engine built in that captures all applications, not just some.
Is Your Ordering Secure?
Absolutely. All product order pages on our site are processed by Plimus and 100% secured by Thawte, a leader in web site security. A clickable Thawte logo allows you to verify this for yourself on each order page. We never sell or share ANY of your information. Your information is kept strictly confidential.
Can I Order by Phone?
Yes. To order AceSpy or another product on our site by toll-free phone, simply go to that product's order page. Fill out the customer information so it will be in our system. At the bottom of the customer information page there will be a field called "Payment Type:". In this field, select "Phone" and then click "Next". You will then be taken to a page that gives you a reference number and a toll-free phone number. Call the number and give the operator your reference number. They will then take your billing information by phone. An email will then instantly be sent to you with the download instructions.
Can I Order by Mail?
Yes. To order AceSpy or another product on our site by mailing in the payment, first go to that product's order page. Fill out the customer information so it will be in the system. At the bottom of the customer information page there will be a field called "Payment Type:". In this field, select "Mail" and then click "Next". You will then be taken to a page that gives you a form to print. Write your billing information on the form and send to the address on the form, along with a check or money order for the total amount due. Once the payment has been received, an email will be sent to you within 24 hours with your download instructions. Checks must first clear before an email is sent, so it is recommended that you send a Money Order.
Can I Order by FAX?
Yes. To order AceSpy or another product on our site by faxing, first go to that product's order page. Fill out the customer information so it will be in our system. At the bottom of the customer information page there will be a field called "Payment Type:". In this field, select "FAX" and then click "Next". You will then be taken to a page that gives you a form to print and the fax number. Write the billing information on the form and fax it to the number on the form. Once the form has been received, an email will be sent to you within 24 hours with your download instructions.
Technical Support Questions
How do I install AceSpy?
Upon ordering you will receive an email with COMPLETE instructions and your custom download url. Your url will expire in three days from the date of ordering. After your download you simply run an executable file. After that, use the instructions given in the email to setup the program and start monitoring within five minutes! For more information on installation please see the User Guide.
Is it required that AceSpy runs in STEALTH mode?
No. You don't have to run AceSpy in stealth mode. During installation you choose whether to install into either STEALTH mode -OR- TEST/ADMIN mode. The Test/Admin mode is for anyone who doesn't need the program to be hidden. The program will still be PASSWORD-PROTECTED. But icons will appear for easier access. Nobody will be able to enter the AceSpy interface if they don't know the password.
If AceSpy is hidden, then how will I access it?
If you choose to install in stealth mode, you will access the interface later by pressing a specific group of keys together at once. A password box will then pop up and you type your password. After ordering you will receive complete instructions on how to get into the interface while in stealth mode. We do not post this information online for obvious reasons.
Can I stop AceSpy from recording MY activities?
Yes. AceSpy has an advanced user filter where you can enter Windows username(s) which won't be monitored. In the event that you only have one username for all user of your computer, you can go inside AceSpy and click EXIT at the bottom and Yes to confirm. This will stop all recording until you reboot.
How do I upgrade to the latest version of AceSpy?
Previous AceSpy users can upgrade their version to v3.8 here. AceSpy v3.8 includes Yahoo Messenger 8.1 and Windows Live Messenger 8.0 recording, new keystroke file techniques to evade detection and more.
How do I turn on CHAT or EMAIL forwarding?
AceSpy v3.3 and above can instantly forward emails and/or chat conversations immediately after recording them. To enable this feature, first make sure that your Automatic Email settings have been entered and the Test button works properly. Then, click "Filtering" near top right corner of interface. Next, click "Instant mails". Then choose which one of the two (or both) you would like to turn on by clicking the appropriate box. Then click Apply. For these settings to take effect, you should restart your PC.
Is AceSpy compatible with my anti-virus program?
Yes. Some anti-virus programs detect spy software due to the hidden nature of the files. However each anti-virus programs can be told to "Exclude" or "Ingore" entries found. We also include instructions for the most popular anti-virus and anti-spyware software such as Norton, Mcafee, ZoneAlarm and Spy Sweeper.
How do I turn on SMS Alerts?
AceSpy can send you an Instant SMS Alert when any blocked activity occurs. Simply check the activities you wish to be alerted for and enter your mobile phone number. USA customers should enter 1+AreaCode+Number, i.e. 16235550505. Ten credits are included with AceSpy purchase. Additional credits can be purchased here.
How do I make AceSpy record all users in Windows XP?
Previous users who don't have v3.9 should request the AceSpy v3.9 update here. During installation, select a Shared Documents folder to install to. The first screen in the Quick Configuration Wizard has the option "Would you like AceSpy to startup for all users of this PC?". Check the box and any others you want and complete the installation. The next time your system is rebooted, AceSpy will record all Windows XP users.
Does Retina-X Studios, LLC provide installation and usage support?
Absolutely. When you order AceSpy or any other RXS product, there will be step-by-step instructions. However, if you need further assistance we will be here to answer any questions you may have. In addition to our useful online documentation, we also send step-by-step install instructions via email upon ordering. We strive to have the best customer support in our industry by answering almost all requests within a few hours, but sometimes it takes 12-24 hours for a support response during busy times. To speed up the Support Ticket process, always tell us what version of AceSpy you are using and the Operating System you are using.
Do you offer volume discounts or discounts to educational institutions and students?
Yes, we offer both. If you are looking to put AceSpy on more than three computers, or are a student over 18 years of age, or are from an educational institution then contact us for current discounts. Retina-X Studios also offers network monitoring software at educational rates.
How do I view my recorded activity logs?
This is done inside the AceSpy Main Interface or via email. To access the AceSpy interface, use the hot key combination in the email sent to you after ordering. After entering your password you will be able to monitor and view your logs on the opening screen. You can also setup the program to email your results.
So I can really have my activity reports sent via email?
Our unique email delivery option makes the program even more powerful. To use this feature, click "Email Options" at the top of the Main Interface. Click the "Enable" box and set an interval. Fill in your SMTP information in the fields and select what reports you want to send. Click "Apply". For more detailed instructions on this feature, please visit Email Delivery in the AceSpy User Guide. This allows you to get your results when on vacation or work or anywhere else you have access to your email account.
NOTE: If you are unsure about mailing reports because others may see your email, then we highly recommend Stealth Email. Stealth Email gives AceSpy REMOTE LOG ACCESSIBILITY. This means you will always have log viewing system where you can login to a web site and view your AceSpy logs from ANY Internet-connected PC! All of your logs will be sent to your Stealth Email account and stored until you can login and view them.
What if I don't want to have my reports emailed to my email address?
By default, AceSpy comes with the option turned off. You can still view reports on the PC being monitored by pressing your customized hot key sequence and entering your password.
How do I change my AceSpy hot key combination?
To change the hot key combination inside the program go to Tools > Options and then click the "General" tab. Then select your desired sequence and click "Apply".
My Hot keys are not working!
If you experience trouble getting into the interface, the first thing to look for is whether or not you have anti-virus software on your computer. Some anti-virus such as Norton and Mcafee have a feature called "Auto-Protect". This will cause hot keys not to work unless AceSpy is excluded in your Auto-Protect. So if you have that type of software then please turn Auto-Protect off and reboot and you should be able to get in.
If you don't have that type of software, the next thing to try is to simply restart your PC and then wait until Windows has completely finished loading. Then, when your disk drive light stops blinking, press and hold the four keys down one at a time until you are holding all four down. CTRL ALT SHIFT M
Here's another way to get into the interface: Go to My Computer and then navigate to c:\Program files\Retina-X Studios\\AceSpy\ (or whichever folder you installed AceSpy into). Then go to View > Details and look for the file called "systune.exe". DOUBLE-click that file to execute it. Then wait ten seconds. Then press the hot key sequence.
If it still doesnt come up then *close* all open windows so that you see your desktop. Don't minimize or use the Show Desktop button. After you have closed all open windows, then click once anywhere on your desktop (but not on an icon). This tells Windows to focus on your desktop. Then press the hot key sequence. If nothing comes up then its because a program like McAfee is blocking it.
Also, remember that anytime you are inside AceSpy you should hit the "X" at top right corner to hide the interface and go back into stealth mode. Don't click EXIT because this will completely shut down the program until reboot (hot keys won't work)
How do I change my AceSpy password?
To change the password inside the program go to General Options and then click the "Change Password" button. Then enter your old password and new password in both boxes and click "OK".
Help, I've forgotten my password!
If you have forgotten your password, please contact us and we will give you instructions to reset it.
Help, each time I reboot my computer, it keeps asking me to create my password.
To solve your problem click the EXIT button at the bottom of the AceSpy interface. Then reboot your PC. Problem solved.
How do I clear all logs manually?
Please go inside AceSpy and immediately click EXIT at the bottom. Then click YES to confirm. Then perform the following steps to manually clear all of your logs. This will solve your problem.
1. Go to Start > My Computer
2. Navigate to c:\Program Files\Retina-X Studios\AceSpy\
3. Delete the following file: appemaillog.txt (This will purge the email log)
4. Right-click the LOGS folder and go to "Delete". Click Yes/OK to confirm.
5. Reboot to restart AceSpy properly and logs will start over again normally.
How do I uninstall AceSpy?
To uninstall AceSpy, go to Advanced > Auto-Clean > Uninstall AceSpy. Click Yes to confirm.If you need help please submit a support ticket and let us know you need uninstall information for AceSpy.
How do I turn keyword alerts on?
The Keystrokes Alert function makes AceSpy look for specific keywords typed on your PC's keyboard. If a keyword is typed, you then an instant email alert is sent to you with the username, what was typed, and the date/time. Check the "Enable" box to enable the Keystrokes Alert function. Next, click the "Add Key" button. Enter any keyword you want to be alerted on and click "OK". Repeat as necessary. The next time AceSpy is restarted, anytime a word on your list is typed, you will receive an instant email alert. To send these alerts, the Automatic Emails option must be on and the server and user information complete. An example of a string would be "porn" or "sex". Anytime one of those is typed, you would receive an instant alert.
Are you accepting new affiliates to sell AceSpy?
We use the Plimus affiliate system. We are accepting new spy software affiliates at 45% commission. If you would like more information, please visit our affiliates page.
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