Questions concerning Aspenologies Website, Drives and Software:

General Questions:

What are your hours of operation?
• 9am to 5pm ET US
• Optimal way to reach us is via Sales@Aspenologies.com  (this is a 24 hour response method)
• You can also try Live Chat (coming soon), and via our 888-659-2553 telephone number.
I need to return something.  What are your policies?
• Please see our Terms & Conditions page for complete details on Returns, and other policies.
Do you give any of your profits to charity?
• Yes.  Our goal is to provide 5% of our profits to an approved Better Business Bureau charity.
I need to contact someone in Tech Support - who do I call?
• Contact Support at 888-659-2553 and if we are not available, we will return your call by the next business day.  Please leave your Name, Phone number, time to contact, and a short message of your issue or problem. 
I purchased Secured Traveler.  Is there a Userguide or somewhere to look on how this all works?
• Userguide information is online.  Please click on User Guide here to view more in-depth coverage of WSG usage.

Drives and Software:

How do I log onto my drive?
• Once you buy the ST drive, please see instructions provided on the website that arrive with your email order.
Do you only sell Biometric drives?  How about a non-biometric drive?
• Currently, we only sell the Biometric drive because we believe that has the strongest security.  There are some other requirements for proper working of the application that require the biometric functioning in the drive as well.
I have forgotten my Password - now what?
• That depends: 
  • For the Website, please click on Sign-In or Register button on the top of every page of our site (it is the yellow button), then click on Forgot Password in purple text below Sign-In. 
  • If for the ST Application, please plug the drive into your PC, then click on the button for Forgot Password in the Secured Travaler software.  You can also be reminded of your UserName if needed.  An email will be sent to you within a few minutes.
  • For the Flash Drive itself, Password change is possible if you remember your password, but if you forget your password, you will not be able to change it.  However, finger-swipe will still work to gain entrance into drive.
I have lost my wallet - Help!
• In your Secured Traveler drive click on Lost Wallet.  Detailed steps of what to do and whom to call are listed there.  All your credit card details are a click away also.  ST also provide a table pre-filled in with any credit cards you may have placed into your wallet (and identified as included into purse).  The table allows inclusion of Agent Name, Date and Misc details for any conversation details.
My PC at home crashed.  How do I get my detail off my drive and back to a new pc?
• In the drive software, logon to the software, then click File and synch to new PC dropdown.  Follow the instructions on the screen and your new PC will synch to your Secured Travaler drive.
I ordered a drive, it arrived, but it is not working.  What do I do?
• Please see our Terms and Conditions page for the detailed instructions on returns.
Can I order another drive as a backup? Do I need to?
• You can order as many drives as you want, but only one drive will work with one account.  Your drive has a special function in that it will back itself up to your hard-drive (encrypted) and continue to synch itself every 5 minutes.  Even when you go on a trip, make updates to your drive and come back home, the new drive information will synch to your PC and include the new detail entered.  If you lose your drive, the PC is your backup and can synch to a new Secured Travaler drive that can be obtained as a replacement.  We have you covered!
How do I shut-off reminders?
• Go to Preferences in the Secured Traveler application and click the check box to Turn OFF Reminders.
How long will my data stay on my drive?
• The drive has the ability to hold data for up to 10 years or longer per the manufacturers information.
What size drives do you sell?
• We currently hold in stock 1, 2 and 4GB Biometric Flash Drives.  We can order larger sizes, on a one-on-one request via Sales@Aspenologies.com
I don't understand how to use the Fingerprint swipe of the drive. Can you give me some pointers?
• Sure.  You will need to verify that you are actually at your plugged in flash drive.   When in Windows Explorer, look for the drive letter associated to the flash drive.  In XP it should be "AP" and the drive letter.  It may say SECURITY also in vista.  Once located, the program Fingerprint Verify should appear.  Double Click on it.  Then, allow it to open (in Vista, allow permissions) and the software will open to the Biometric screen.  The software will request that you swipe your finger (if already a finger was registered) or if not, then it will request you to register a fingerprint.  You can register up to 10 fingerprints. 
• Swipe slowly and with pressure to have the fingerprint recognized.
• Every time you open or want to modify the Flash drive software (Fingerprint Verify), you will need to enter your password or swipe your finger.
I found a bug in the software - how do I report it?
• Send any issues to TechSupport@Aspenologies.com and we will respond within 24 hours.  Any error will be quickly evaluated and a remedy progressed to resolve the issue.
• A log file will be created on the flash drive.  This log file will need to be sent to us for evaluation and eventual resolution.  Instructions for finding this file can be made available upon request.

Website:

I want to suggest some new functionality. How do I do that?
• Please send an email to Support@Aspenologies.com and we will be happy to evaluate the suggestion and possibly implement it in the next release.
Is there anyplace on your site to leave my Story of how Secured Traveler has helped me out while on vacation or tell another story I can share?
• Sure.  Click here > Testimonials.  Follow the directions to have your story posted.
I would like to sell your drive on my website and make a commission.  How do I do that?
• Become an Affiliate.  Sign up here to make 10% in commissions for each drive sold. To Qualify, you must have your own website and a business license/Tax ID.