Welcome to the Anna Innovation Solutions Help Centre!

We're here to help you get the most from your AIS digital products.

Whether you've purchased a business template, an Excel spreadsheet, a compliance toolkit or another resource from AIS Premium Business Library, you'll find answers to common questions below.

Need assistance?

Email: info@annainnovationssolutions.com

You can also use the Contact Us page to send us a message.

1. Purchasing & Downloading Products

1.1 How do I receive my purchase?

All AIS products are delivered digitally.

After successfully completing your purchase through Payhip, you will normally receive access to your files through the confirmation page or a download link.

You may also receive an order confirmation email containing purchase and download information.

No physical products are shipped.

1.2 I purchased a product but cannot find my download. What should I do?

First, check the confirmation page from your purchase.

Then check your email inbox, including Spam or Junk, for your order confirmation.

If you still cannot locate your files, contact us with your order number and the email address used for your purchase.

We'll help you locate your purchase and resolve the issue.

1.3 How many times can I download my purchase?

Some downloads may be subject to a limit to help protect against unauthorised distribution.

If you have reached your download limit or need assistance accessing a legitimate purchase, please contact us.

1.4 Can I download my purchase again on another computer?

You may download and use purchased files on your own compatible devices, subject to the licence and download conditions applicable to your product.

If you experience access problems, contact AIS for assistance.

2. ZIP Files & Extracting Downloads

2.1 What is a ZIP file?

A ZIP file is a compressed folder containing one or more documents.

AIS uses ZIP packages to deliver products containing multiple PDF, Excel or supporting files.

2.2 How do I open a ZIP file on Windows?

1. Download the ZIP file.
2. Locate it in your Downloads folder.
3. Right-click the file.
4. Select Extract All.
5. Choose where to save the extracted files.
6. Open the extracted folder.

We recommend extracting the files before editing or using them.

2.3 How do I open a ZIP file on a Mac?

1. Download the ZIP file.
2. Locate it in Finder.
3. Double-click the ZIP file.
4. macOS will normally extract the contents into a folder.
5. Open the folder to access your documents.

2.4 Can I use AIS products on a mobile phone or tablet?

Some files may open on mobile devices, but full functionality is not guaranteed.

For the best experience, we recommend using a desktop or laptop computer with compatible software.

3. Excel Spreadsheets

3.1 Which software do I need for AIS Excel products?

Our Excel products are designed for compatible versions of Microsoft Excel, unless a product description states otherwise.

Some may also work in alternative spreadsheet applications, but compatibility and functionality can vary.

Always check the individual product description for specific requirements.

3.2 Do Excel products contain macros?

Each product description will explain whether the workbook contains macros or requires additional features.

Where a workbook is supplied without macros, this will be indicated.

Do not enable macros or external content in downloaded files unless you understand why they are required and trust the source.

3.3 Can I edit AIS spreadsheets?

Yes. Our downloadable spreadsheets are designed to be completed and used by customers, subject to the applicable product licence.

You can normally enter your own information, update permitted input fields and save working copies.

Some worksheets or formulas may be protected to reduce accidental changes.

3.4 My Excel formulas are not updating. What should I do?

Try the following:

1. Open the workbook in a supported version of Microsoft Excel.
2. Check whether Excel is in Protected View and whether editing can safely be enabled.
3. Go to Formulas and check that Calculation Options is set to Automatic.
4. Confirm that dates and numbers have been entered in the expected format.
5. Save and reopen the workbook.

If the problem continues, contact AIS and tell us which product and worksheet are affected.

3.5 Can I use the spreadsheet in Google Sheets or LibreOffice?

Some files may work in alternative applications.

However, certain formulas, formatting, dropdowns or other Excel features may behave differently.

Unless explicitly advertised, compatibility with these alternatives is not guaranteed.

4. PDF Forms & Documents

4.1 How do I complete an interactive PDF?

For the best experience, use a PDF reader that supports interactive forms, such as Adobe Acrobat Reader.

1. Download the PDF to your computer.
2. Open it in a compatible PDF reader.
3. Click the available text fields, checkboxes or dropdowns.
4. Enter your information.
5. Save a completed copy.

4.2 Why can't I type into a PDF form?

Your PDF viewer may not fully support interactive forms.

Try downloading the file and opening it in Adobe Acrobat Reader rather than directly in your browser.

Also confirm that the document is described as fillable. Some AIS documents are guidance materials intended only for reading or printing.

4.3 Can I print AIS documents?

Yes. Most documents are designed for standard A4 printing unless otherwise stated.

Check the print preview before printing to ensure all content is displayed correctly.

4.4 Will my completed information be sent to AIS?

No. Our standard downloadable templates are designed to be completed and saved locally on your own computer.

AIS does not automatically receive information you enter into these files.

You control how completed files are stored, shared and protected.

5. Product Editions & Licences

5.1 What is the difference between Standard and Professional Editions?

Where a product offers multiple editions, the differences are explained on its product page.

Generally:

Standard Edition is intended for personal use or internal use within the purchaser's own business, subject to its licence.

Professional Edition may include additional tools or defined permissions for professional or client-service use.

Always check the specific product's licence before using or distributing any materials.

5.2 Can I use AIS templates for my clients?

Only where the relevant product licence expressly permits the intended client use.

Certain Professional Editions include defined client-use permissions.

A Standard Edition does not automatically authorise use across multiple client businesses.

5.3 Can I resell AIS products?

No, unless AIS has explicitly granted resale rights.

Purchasing a product does not normally permit resale, redistribution, public sharing or repackaging of AIS templates as your own digital products.

5.4 Can I share completed documents with colleagues or advisers?

You may generally share documents you have completed for legitimate internal business purposes or as expressly permitted by your product licence.

Sharing original blank templates, especially outside the licensed organisation, may be restricted.

Please consult the licence included with your product.

6. Product Updates

6.1 Are AIS products updated?

We may release updates to correct errors, improve functionality or reflect changes in relevant requirements.

Regulatory and compliance materials may require periodic review.

Always check the version number and issue date displayed on your product.

6.2 Do I receive future updates for free?

This depends on the product and its purchase terms.

Some products may include updates for a specified period. Others may require a separate purchase for a new edition.

Any included update entitlement will be stated in the product description or licence.

6.3 How do I know which version I have?

Where applicable, AIS documents display a document reference, version number and issue date.

Please include these details when contacting us about a product.

7. Privacy & Security

7.1 Does AIS have access to information I enter into downloaded templates?

No. Our standard downloadable products operate locally and do not automatically send completed information to AIS.

If you voluntarily send us a file for technical assistance, we will handle the information provided in accordance with our Privacy Policy.

7.2 How should I protect my completed files?

We recommend:

• Saving files in a secure location.
• Using strong device passwords and appropriate access controls.
• Keeping backups of important files.
• Avoiding unnecessary sharing of personal or confidential information.
• Following your organisation's applicable information-security requirements.

7.3 Do I need internet access to use the products?

You need an internet connection to purchase and download your files.

Our standard offline products can then generally be used without an internet connection, provided the required software is installed.

Check individual product descriptions for any exceptions.

8. Refunds & Cancellations

8.1 Can I request a refund?

Yes. If you have a problem with a purchase, please contact AIS.

Refund and cancellation requests are assessed under our Refund & Cancellation Policy and applicable consumer law.

Your statutory rights remain protected, including rights relating to faulty or incorrectly described digital content.

8.2 What if I purchased the wrong edition?

Contact AIS with your order information.

We'll review the situation and explain the available options, including any applicable cancellation rights or a possible discretionary resolution.

8.3 Where can I read the full refund policy?

Please visit the Refund & Cancellation Policy page linked in the footer of our online store.

9. Customer Support

9.1 How do I contact AIS?

You can contact our support team by emailing:

info@annainnovationssolutions.com

Or use the Contact Us page on our website or Payhip store.

9.2 What information should I include when requesting help?

To help us investigate efficiently, please include:

• Your order number, if available.
• The product name and edition.
• The product version, if available.
• A short description of the problem.
• A screenshot of any error message, if appropriate.

Please do not send payment card information, passwords, personal identification codes or confidential client data.

9.3 When will I receive a response?

AIS aims to respond to customer support enquiries within two UK working days.

Complex technical questions may require additional investigation.

We will do our best to keep you informed if more time is needed.

10. Still Need Help?

If you haven't found the answer you need, please get in touch.

Anna Innovation Solutions (AIS)

Customer support: info@annainnovationssolutions.com

Website: annainnovationssolutions.com

Online store: payhip.com/AnnaInnovationSolutions

Practical tools. Brighter decisions.