Pinnacle Customer Registration FAQ's

  1. Account Info
    1. How do I update my profile?
      Once you have signed in, you will be able to modify your contact information and password by clicking on the Update Profile link under the Helpful Links section within the grey section on the right side of the page.
    2. I Forgot My Password.  How do I get it?
      Go to the Forgot Password page and enter the email address you have on file with your Pinnacle account, and your login information will be emailed to this email address.
    3. How Do I Change My Pinnacle Password?
      Once you have signed in you will be able to modify your password on the Update Profile page.
    4. Is my Pinnacle Username always my email address?
      By default your Pinnacle username is the email address you submitted the first time you registered with Pinnacle.  Once registered, you can change your username by going to the Update Profile Page.
    5. What do I do when my email address changes?
      Once you have signed in, you will be able to modify your email address by clicking on the Update Profile
    6. I forgot my password or my password isn't working. What should I do?
      On the Registration page, click on the I Forgot My Username/Password link and then enter the email address you have on file with your Pinnacle account, and your login information will be emailed to this email address.
    7. How do I unsubscribe from a mailing or update my communication preferences with Pinnacle?
      Once you have signed in, go to the Update Profile page and make sure the box is unchecked where it says:
      "Please keep me updated on news and special offers for Pinnacle products I own or those in which I have indicated interest. I understand that Pinnacle will never share this information with a third party. I further understand that anytime in the future I may change my profile or opt out of receiving any further communication from Pinnacle."
    8. How do I find my serial number?
      The serial number for your Pinnacle product(s) can be found in one of the following places:
      • On the CD jacket that the software is shipped in.
      • Within the software application under "Help" within the top navigation, and "About Pinnacle Product(s)"
      • Please only enter the serial number of your software. Do not enter the serial number of your hardware.
    9. Why is my serial number not accepted when I try to register?
      Some potential reasons:
      • Please type in your serial number, respecting the syntax (capital, dash etc.) as written on the serial number label
      • Are you using the correct serial number for the right software (e.g. : don't use the HollywoodFX serial number if you are registering or if you want to download a Studio 9 patch.
    10. Upon registering a product, I am provided with a Customer ID #. How will this number help me and/or what should I do with this number?
      Please keep this number in a safe place because you may be asked for this in the future when accessing various support pages.
    11. How do I know what version of the software I have?
      You can quickly find the version of the software you're using by launching the application and clicking on the "About (insert Pinnacle product name)" link from the "Help" menu dropdown at the top of the screen.
  2. Registration Benefits
    1. Why should I register my Pinnacle Product(s)?
      Registration makes you eligible for upgrades, special offer notifications and a variety of support options. 
  3. Privacy Policy
    1. Will you share my personal information with other companies?
      Registration makes you eligible for upgrades, special offer notifications and a variety of support options.
  4. Technical Support Options:

    How to use these various options:

    Built-in Help: Start your Pinnacle software and choose Help -> Help Topics. You can look at the Table of Contents, an index of key topics or search using key words or phrases.

    Pinnacle manual: Every Pinnacle product has either a hardcopy manual or an electronic manual on the Installation CD. There are many "How do I ...?" questions that are answered in the manual. While most of us don't read manuals, when you have a question or problem, it is an invaluable resource.

    Tutorial: This allows customers to experience the software right away and learn its features and capabilities quickly.

    Knowledgebase: You can search nearly 2000 documents that are on-line 24 x 7 at Select your product and just enter a short phase that describes your issue or question in the Search box and click Search. If you do not find relevant solutions, try rephrasing your question. The knowledgebase solves 70% of the queries users have.

    Examples of what some customer search for:

    • Dropping frames on capture
    • Studio won't launch
    • No video in the preview window
    • I get a license error
    • I can't output to tape
    • Problems installing
    • Do you support slow motion
    • How do I ….?

    Complimentary software patches: We want to make sure you have the latest version of your Pinnacle software. Pinnacle does publish software updates as patches on our web site to address issues that we have fixed. In your Pinnacle software, click on Help -> Software Updates and if you are connected to the Internet, we will check to for a more current version of the software on our web site. If a more current version is available, you will be asked to download and install it.

    Discussion Forums: There are over 130,000 worldwide Pinnacle customers registered to use this FREE support service. These Discussion Forums cover a wide range of topics as customers post their questions and other users reply. The forums are searchable so if you have a question, it mostly likely has already been asked and answered here, so search before posting to save yourself some time.

    The Discussion forums are located at Then pick your product under the Consumer heading.

    Complimentary email support: Once you have viewed at least one document in our knowledgebase, you will be able to access the "Ask a Question" tab, which allows you to submit emails to our support staff. Before you submit your email, 5 documents that relate to your issue are displayed. The knowledgebase solves 70% of the queries users have. Typical response times are 24 - 48 hours (excluding weekends).

    Telephone support: All Pinnacle customers get one free phone call for support (excluding toll charges from your long distance company). Afterwards, Pinnacle can answer your questions at $14.95 per phone call. The Technical Support Resource Center is open Monday - Thursday, 9 AM - 7 PM and Friday, 10 AM - 7PM Eastern Time. Support can be reached at (317) 577-8769

    The support options listed here are for North America only. For other regions, consult the on-line support documentation. During the installation of your product, all support information will be copied to your hard drive. To open the Pinnacle Service & Support Center, click on the Start menu and select:

    Programs/"Your Pinnacle Product"/Help/Pinnacle Service & Support Center

    Pinnacle Systems reserves the right to change its support Policy at any time without notice