Frequently asked questions

Your account

Do I need an account?

You can look around without one. You need a BA.TIVA account with a confirmed email address to start a free trial, get a free app or QuickTool, download an installer or buy anything. Create an account.

I didn't get the email to confirm my address

Look in your spam or junk folder first. To get a new link, sign in and choose Send a new link on your account page.

I've forgotten my password

Choose Forgot password on the sign-in page. We'll email you a link to set a new one.

Can I share my account with a colleague?

No. Each account and licence is for one person, so each colleague needs their own account.

How do I close my account?

Send us a message from the Support page. Some records, such as receipts, are kept after an account closes, as our Privacy Policy explains.

Prices, VAT and student prices

Why might a colleague abroad see a different price?

Prices are set for the country you are in. We use the country you choose with Choose your country for VAT, at the bottom of every page and at checkout. If you haven't chosen one, we use the country your internet connection is in.

Do prices include VAT?

Prices are shown before VAT. Customers in Nigeria pay in naira (₦), and VAT at 7.5% is added at checkout. Customers in other countries see prices in US dollars ($), without VAT. Checkout always shows the price, any VAT and the total before you pay.

I'm outside Nigeria. Why am I charged in naira?

We can't take payment in US dollars yet, so we charge your dollar price in Nigerian naira. Checkout shows the naira amount before you pay. Your bank converts it into your own currency at its own rate and may add a fee for a foreign payment. A subscription keeps renewing at the same naira amount.

My account shows the wrong country

If your account page says to contact support to change it, send us a message from the Support page and tell us where you are.

How do student prices work?

Ask for them from your account page, with your school, your student ID number and a photo of your student ID card. We check the card, then delete the photo. Once approved, student prices apply for 12 months, and we remind you 2 weeks before they end. A subscription bought at a student price doesn't renew by itself: we'll ask you to renew it at the normal price.

Paying

How can I pay?

By card, through our payment provider Paystack. We never see or store your full card number. Customers in Nigeria can also pay by Direct bank transfer.

How does paying by bank transfer work?

1. Choose Direct bank transfer at checkout. We show our bank account, the exact amount and a reference.
2. Transfer the exact amount, with that reference, by the end of the third business day (Monday to Friday, except Nigerian public holidays).
3. We deliver your order once the money appears on our bank statement. Screenshots and messages can't be accepted as proof of payment.

Until then, the order is on your account page under Waiting for your transfer, where you can also pay by card instead. An order not paid in time is cancelled, and a transfer of the wrong amount is sent back to you.

Can I buy several things at once?

Yes. Put QuickTools and bundles in your cart and pay for them together in one payment. Subscriptions are started on their own.

Where are my receipts?

We email a receipt for every payment, and all your receipts are on your account page. When a payment includes VAT, the receipt is a VAT invoice.

Why was I charged ₦100?

When you subscribe during a free trial, we check your card with a payment of ₦100 and refund it straight away. Your first real charge is when the trial ends.

I've paid, but my product isn't in my account

Refresh your account page. If you paid by bank transfer, it appears once we've confirmed the money has arrived. If you paid by card and it still isn't there after a few minutes, send us a message from the Support page with your order reference.

Free trials and subscriptions

How does the free trial work?

Apps and plugins come with a 14-day free trial, with no card needed. It starts when you choose Start 14-day trial on the product page or in the app, and ends by itself. You are never charged for a trial. There is one trial per person for each product, and one per computer.

What happens when my trial or subscription ends?

The app still opens, but its main features stop until you subscribe. We never change or delete your projects or files.

If I subscribe during my trial, do I lose the rest of it?

No. The trial carries on, and your paid period starts when it ends. That is when you are first charged.

Does my subscription renew by itself?

If you paid by card, yes: it renews at the end of each month or year until you cancel. If you paid by bank transfer, no: from 7 days before the period ends, we ask you on your account page and by email to pay for the next one.

How do I cancel?

From the Subscriptions part of your account page, at any time. You keep access until the end of the period you've paid for, and nothing more is charged.

What if a renewal payment fails?

You keep access for 7 more days while you pay from your account page. If it is still unpaid after that, the subscription ends.

Are updates included?

Yes. A subscription includes every version we release while it is active.

Downloading, installing and devices

Where do I download the installer?

From the product page or your account page, once you're signed in with a confirmed email address. Download BA.TIVA installers only from bativahq.com.

Windows warned me about the installer

That is expected. The installation guide shows each warning and what to choose, starting with “Windows protected your PC”.

On how many computers can I use my apps?

Up to 3 at a time for each product family, such as BA.TIVA for Revit. To use another computer, free a place on Manage devices.

Do the apps work offline?

Yes, for up to 30 days after the app last checked your licence, but never past the end of your trial or paid period.

Refunds

Can I get a refund?

Ask within 14 days of paying, from the Support page, with your order reference. We refund you if, for example, the product doesn't work as described and we can't fix it, activation fails and we can't resolve it, you were charged twice, or you bought something by genuine accident.

What can't be refunded?

• QuickTools, because they are delivered in full as soon as you buy them, and any bundle that contains a QuickTool.
• Subscription renewals, except duplicate payments and billing errors. The 14-day policy covers your first paid period only.

A bundle is refunded only as a whole. The full rules are in our Terms of Service.

How is a refund paid?

Card payments go back to the same card; your bank may take several business days to show it. Bank transfers are refunded by bank transfer.

QuickTools and free tools

Where are my QuickTools?

Under Your products on your account page. Download them as often as you need. A QuickTool marked “read online” is read in your browser and can't be downloaded.

Can I share a QuickTool?

You can use its content in your own work, and print or keep copies for yourself, but not share, resell or publish it.

Are the free tools really free?

Yes. You need an account with a confirmed email address, and a free app or QuickTool you add stays in your account. See the free tools.

Can BA.TIVA build a tool for my team?

Yes. Tell us what you need on the Custom tools page.