Tips & Troubleshooting

Online Account

Q: What discounts do you offer?

A: We offer discounts to full-time students and teachers, those serving in full-time ministry, and those serving overseas in full-time ministries, as well as to members of CATUG, homeschoolers and retired ministers. Log in to your Account and click on the “Available Discounts” link to add the appropriate discount to the cart. Only one discount category can be applied at a time to your account. All future orders will automatically include the discount (except when discounts are not accepted); the discount can be used for a period of two years.  At the end of two years, the discount can be renewed upon request if it is still applicable.


Q: Can I trust your System?

A: Yes, we have a secure site. Please check our Online Privacy and Security, and Software Piracy Policies.


Q: I have ordered from OakTree years ago. Where is my account information?

A: The online accounts are separate from the ones in our office. You can create a new account and from now on it will track your online orders. Your previous orders will be linked to your online account on the next business day after you click the Connect Me to My Accordance History button.


Q: I forgot my username. Should I create a new account?

A: You are strongly advised not to create a new account since this may create a mix-up with your existing purchase history. Please contact us directly by email or phone and we’ll be glad to retrieve your username.


Q: Why can’t you retrieve my original password?

A: Our account system does not allow us to view the original password. You may request a temporary password online or we can reset the password manually for you. Please contact us directly via email or phone and we’ll be glad to assist.


Q: I forgot my password. How do I log in?

A: You can have a temporary password sent to you by email by entering your username and email address from here.


Q: I can login online, so why does Accordance tell me I have the wrong password?

A: Older versions of Accordance do not handle unusual characters in the password. Please reset the password online using at least 6 characters, only numbers, upper, and lowercase letters, and at least one of each.


Q: I have an account but the associated email address is one I no longer use. How do I change it since I’ve forgotten my password?

A: Please contact us directly by email or phone and we’ll be glad to update the email address on the account for you.


Q: Why does my new address not update my account info?

A: We actually keep separate records for your account information and the billing address you last entered (as well as any alternate shipping address). Changing the billing address does not update the main contact info (in case you are billing another person’s card, for example). To change the contact info please click the Account Info link.


Q: Can my friends and family check my wishlist for gift ideas?

A: Only if you give them your account name and password. It’s completely safe. The credit card information is not stored there. We have no way currently for other people to see just your wishlist.


Q: How do I add items to the cart?

A: Find the item you need in the Store section, and click the little shopping cart icon to add it to the cart. If a module has no price and no cart icon, you must select one of the packages which include that module from the list at the bottom of the page.


Q: How do I order an upgrade?

A: All upgrades are described on the Upgrades pages. Upgrades are also listed on the product details page for that product — select the appropriate upgrade and add it to the cart.


Q: Why are there so many questions and comments on the items in my cart?

A: We just want to be sure that you are getting the best deal, and are ordering the items you need. Remember, only items that appear in your online account are available to this system for cross-checking. Please contact the office if you believe some items ordered elsewhere should appear in your account.


Q: What are the shipping charges?

A: Since our software is all delivered by secure download, we no longer ship packages. For the rare occasions where we do need to ship something, the following rates apply:

Within the US, we ship via Priority Mail for a flat rate of $10, and via FedEx Overnight for a flat rate of $25. FedEx Saturday delivery is extra.

To Canada and Mexico, we ship via Priority Mail International for a flat rate of $21 and via FedEx for a flat rate of $35.

To countries outside North America, we ship via Priority Mail International for a flat rate of $28, and via FedEx Global for a flat rate of $50.


Q: I could not or did not choose to charge my card automatically, so what happens now?

A: The order is received by us in ‘pending’ status, which means that manual processing is required by our customer service staff. This allows us to input your order into our files and check it against your prior orders or registrations. In this way we can make sure that you are getting what you need. Your order will be processed during business hours and a confirmation email will be sent once the order is complete. If we need additional information from you or have additional questions regarding the order, we will contact you first by email or phone.


Q: Why is my order still pending?

A: This could be for a number of reasons. The online system will flag an order if:

  • You’ve added a discount application or coupon
  • You’ve ordered a custom upgrade
  • You’ve ordered a product such as an add-on or upgrade that requires that specific pre-requisites be met before the order can be processed
  • You’ve ordered a product that you already own
  • The “Manual processing” check box has been checked
  • The order falls into any one of the above categories, and was submitted after business hours

Pending orders require manual processing before the products are available for installation. This means that a customer service representative will manually review and process the order, making any necessary adjustments before your credit card is charged. Orders submitted after 6 pm Eastern will be processed by the end of the next business day (i.e. orders submitted on Friday evening or over the weekend will be processed on Monday).


Q: Where is the promised email with my receipt and instructions?

A: The plague of SPAM and viruses causes ISPs to take preventive measures. As a result, some ISPs temporarily block the emails from our server. We are notified if this occurs, and we will relay the message to you directly, but this may cause a delay of several hours.


Q: Why can’t I download products from the My Products page?

A: The My Products page now only lists the products you’ve purchased so far. To download any of your purchased products, you must use the Easy Install feature found under the Accordance menu (Mac) or Utilities menu (PC) within the software. You can download the latest Accordance program here.


Q: Where can I read your licensing policies?

A: The policies are posted on our Legal page. If you have any questions, please contact us directly.


Q: May I install my Accordance on both my desktop and my laptop computer, or do I need another license? What about iPad and iPhone?

A: Yes,  you may install Accordance on any devices, desktop or mobile, that are for your own use.


Q: Can I run my Accordance on both my Mac and Windows computers or do I need an extra license?

A: You may install Accordance on your Mac and Windows computer simply by downloading the appropriate program version and logging into your account. There is no additional charge. In fact, you may install Accordance on any device, desktop or mobile, as long as the devices are for your personal use only.


Q: May my wife or husband install Accordance as well?

A: We do not object to your spouse installing Accordance as long as you are not both using it professionally. If one is just an occasional user, not a full-time student or minister, we allow you both to use the same license. However, if both are using Accordance intensively or professionally, you should each have your own copy, or ask about our family license.


Q: Can I sell or give away my old Accordance disks, or the installation on an old Mac?

A: If you are still using this or an upgraded copy of Accordance, you may not pass on the old copy to another person unless either you or they purchase a separate license.

Similarly, if you received someone’s old copy you are not entitled to use it unless the original owner stops using Accordance and notifies us that the license is transferred to you.

Please contact us if you think you may be using an illegal copy, and we will attempt to clarify the situation for you.


Q: I can use Accordance as part of the site license at my school (or church). Does this entitle me to install it on my personal computer?

A: It depends on the type of license arrangement. Please ask the person who administers the site to clarify with our office.


Q: How can I transfer my Accordance and modules to another user?

A: We recognize that occasionally you may find that you no longer need all that you have bought in Accordance, so we do allow the license to be transferred.

Please note that we cannot break up packages that you have bought. For example, if you bought the Original Language Collection and added the BDB Complete (at the upgrade price) these must be transferred together.

Please see this page for details of the requirements for transferring a license.


Q: How do I install my new copy of Accordance?

A: First download the latest Accordance program for your system from here. Simply follow the instructions to install the program, log in to your online account to validate it, and then download all your purchased content. The Accordance–First Use podcast will illustrate each step for you.


Q: How do I install version 13 when an earlier version is already installed on my computer?

A: If your current installation is version 11 or 12 on Mac, or version 12 on Windows, you can simply run your download of Accordance 13. If you have an earlier version on Mac, it’s best to remove it and do a clean install of version 13. Please contact our tech support if you need assistance with this.


Q: I just purchased Accordance but when I try to install it, I get a message that says “Accordance not found.” What is the problem?

A: This message most likely means that the order for Accordance is still pending and has not yet been processed. A confirmation email will be sent to you once the order is processed and Accordance is available in your account.


Q: How do I install new modules?

A: New modules can be installed using the Easy Install feature within the Accordance software. On a Mac, Easy Install is located in the Accordance menu. On Windows, Easy Install is located in the Utilities menu.

Easy Install will log into your online account and list all the contents which are in the account but not currently installed in your Library.


Q: How can I migrate Accordance from my old Mac or PC to my new one?

A: In general, it is always more reliable to do a new installation of Accordance on a new computer, rather than using Migration Assistant or attempting to copy files over.

You may copy over or sync your user content in the Accordance Files folder in Documents, but the latest program and modules should be installed fresh on a new system.


Q: How do I reinstall Accordance?

A: Simply download the latest installer for the version of Accordance that you currently own from the Program Installers page. You will use your username and password to validate the installation when prompted.

Accordance will download your ‘modules’ for you, that is, all the content that you have purchased.


Q: How do I uninstall Accordance?

A: To uninstall Accordance on a Mac, delete the following:
Hard drive/Library/Application Support/Accordance
user/Library/Application Support/Accordance
user/Library/Preferences/Accordance Preferences folder
user/Documents/Accordance Files
Library/ Fonts/ all fonts related to Helena, MSS, Peshitta, Rosetta, Salaam, Sylvanus, Yehudit

To uninstall the Mac App Store version, delete the following:
user/Library/Containers/com.OakTree.MAS.Accordance11 (or 10)
user/Library/Group Containers/

On a PC use the Uninstall in the Control Panel.


Q: What should I do if Accordance won’t open?

A: If Accordance is crashing after opening, you may have a corrupt startup session file. Try clicking on the Accordance icon while holding down the ‘option’ or ‘alt’ key. The Accordance Safe Mode window will open. Check ‘Remove Startup Session’ and then click ‘Launch Accordance’. 

If Accordance is still crashing when opening, hold down the option key or alt and click on the Accordance icon to get the Accordance Safe Mode again. This time, check ‘Remove Startup Session’ and check ‘Remove General Settings’. You will be taken back through the setup assistant and should be good to go.


Q: Why do I get messages such as “There was an error attempting to download the file via FTP. Please contact technical support,” or “Active internet connection not found?”

A: The most common reason for these errors is that your version of Accordance is not the latest version 13 or version 12. If you are up to date, please contact tech support for suggested changes to your computer settings to get around these messages. They will need to know your computer system version as well as Accordance version.


Q: Why can’t I download products from the My Products page?

A: The My Products page now only lists the products you’ve purchased so far. To download any of your purchased products, you must use the Easy Install feature found under the Accordance menu (Mac) or Utilities menu (PC) within the software. You can download the latest Accordance program here.


Q: How do I get an icon for Accordance in the Dock or the Taskbar?

A: In any Mac OS 10 you can remove any old version icons by dragging them up out of the Dock. Then you need to find the latest version of Accordance in the Applications folder. You can either:

  • drag the Accordance program down to the Dock where it will create an icon, and then click the icon to run the program, or
  • double-click on the program to run it and put the icon in the Dock temporarily. While it is running, click and hold the mouse on the icon until you see a pop-up menu, then select Keep in Dock from Options.

On the PC run Accordance, right-click on the icon in the taskbar and select Pin to Taskbar.


Q: How can I find verses with two or more occurrences of the same word? If I use the AND command I get all the single occurrences, many of them counted twice!

A: You can use the <FOLLOWED BY> command. For example, there are 40 verses and 43 occurrences of Nathan in the Bible. A search for “Nathan <FOLLOWED BY> Nathan” finds the three verses where the name occurs twice, giving a total of six hits.

An even better way is to use the Construct window, putting the same word in two or more columns with a WITHIN between the first and last to permit intervening words. This allows you to search, for as many repeated occurrences of the word as you want.


Q: How do I use the amplify feature to find a word I see in the text?

A: Select a word or phrase in any text, then select the text or tool you want to search in. There are several ways to do this. You can amplify via the right-click menu> Search In, the Amplify menu or button on the tool bar, or the Amplify button on your chosen module in the Library panel. Any of these methods will open up a separate tab displaying every occurrence of your selection in that module.


Q: Is there an easier way to do a Fuzzy search for a phrase in the text I’m using, while keeping the main Search window?

A: The FUZZY search will find similar phrases to the one you enter. The shortcut to FUZZY is to select the phrase in the main text, then press shift as you amplify to search the text. (You can amplify via the right-click menu> Search In, the Amplify menu or button, or the Amplify button on your chosen text in the Library panel.) This will create the FUZZY search in a new tab or window.


Q: How can I find all references to a topic or verse in a number of tools (such as the Journals or Church Fathers)?

A: Create a User Group (under My Groups) in the Library Panel. with these tools or texts. Then you can amplify to it from a word or phrase to find that topic in all these modules, or click in a verse reference in a Bible text and amplify to the Group to find all references including that verse.

The Group will also appear as an option in the menu of the Research tab so that you can simply search all the fields in that set of modules.

To create the first User Group, select the first module in the lists above, and then choose Add to User Group> New Group from the action menu or the right-click menu.


Q: How can I search related modules (such as RSV and RSVA, LXX1 and LXX2) at the same time?

A: There are three ways to do this:

  • You can define a User Group in the Library panel, and search them all at once in the Research tab
  • You can create a workspace with these texts in separate tabs and make it a Favorite in the Library. Amplifying to this workspace will search all the modules for the selection.
  • You can use the LINK command to link the entry box of one tab to the first tab. Then as you search the first tab, any linked tabs will repeat that search in the different text.

Q: How can I get a breakdown of the words found in the Analysis window?

A: With the Analysis window in front, select Set Analysis Display… from the Display menu or press Command (ctrl)-T, and you will be able to set up a detailed analysis. Each column represents a word in the phrase or construct. You can change the display of most windows in the same way.


Q: How do I remove unwanted modules from the pop-up menus?

A: Open the Library window. Select the item to remove and click command (ctrl)-delete, or select Remove from the action menu at the bottom of the window, or from the right-click menu.


Q: Why doesn’t the Bible Atlas open when I click on the Atlas icon?

A: You must be sure that you have already purchased and installed the Atlas separately. It is not included with the lower Collections, only Essential and higher.


Q: I installed the PhotoGuide but cannot find the pictures.

A: The photos in the PhotoGuide are in the main page, but not every entry has photos. You can go to Set Tool Display (Display menu) and set the thumbnails to Medium or Large, then you can easily see them in the articles, and click on them to get the full picture. Be sure to save this as the default for this tool.

The neat way to access the tool is to make it the default tool opened when double-clicking on a name in the Atlas. You can do this in Set Map Display (Display menu) or Preferences > Map Tab Display, and make it the default for new map windows.


Q: How can I rotate the labels that I add to a User Layer?

A: Create a text object in a drawing program, with or without a colored background and box, rotate it and then copy and paste it into the User Layer.


Q: May I use the maps I create in my teaching materials, website or book? What about other images?

A: Yes, we consider that the Atlas and Timeline are simply tools in which you create an image. The work is therefore yours and may be freely used, though we do appreciate acknowledgement of the source.

The photos and other images are copyright, and their use online and in print is restricted. If access to your materials is restricted to your students, and you post a reminder that these images may not be posted online for public access, and you use lower resolution images, there would not be a problem with the images that belong to OakTree. For images with other copyrights, please contact the copyright holders for permission.


Q: I just changed some of the preferences in Accordance, but they aren’t affecting the text display.

A: Setting the Preferences affects all NEW windows and panes, not those that are currently open (unless you request it in the subsequent dialog), nor any saved windows, sessions, etc. To see the changes, flip the text currently showing and then flip back to it, then save the window or session again if needed. To change the display of the current pane, tab, or window, use Set Text Display in the Display menu.

This behavior is deliberate: you can reset preferences without messing up all the panes in your previously saved windows.


Q: There are verses missing from my text pane. For example, if I display Psalm 51 in English and put Hebrew in parallel, verse 1 in Hebrew with the first part of the title is missing.

A: You can be absolutely sure that there are no missing verses in any of our established Bible versions.

Ps 51 is one of a few Psalms where the so-called heading takes up 2 verses in Hebrew. Where the heading is a complete verse, vs 1 in Hebrew matches vs 0 in English. Where the heading is part of a verse, the Hebrew appears to have a missing verse 0 when the English is the search text, but when Hebrew is the search text, the English does display the heading.

There are many other places where users report that text is missing. The good news is the Accordance 11.2 will display these apparently missing verses in parallel panes. In the meantime the answer is always to make the text in which text seems to be missing, the search text. Then you can see if verses are really missing, or whether the other text actually has it combined with another verse, or is omitting it, or has renumbered it.


Q: All of the texts I have except KJV, KJVS, and ASV display paragraph marks which I find distracting. Is there any way to turn off this ‘feature’?

A: If you display the text in “Paragraphs” rather than Separate Verses, you will hide the paragraph markers. Use Set Text Pane Display in the Display menu, or use the right-click contextual menu.

Original Languages

Q: Can I search for a Hebrew word or phrase while keeping the main Search tab?

A: Yes, by using the Amplify feature. To do this, select the word or phrase to be searched, then select the text to be searched from the right-click menu, the Library tab, or the Amplify menu or button. Accordance will format the search for you with the lemmas, the prefixes separates, and the suffixes identified.


Q: How can I search for a particular inflected form of a word while keeping the main Search tab?

A: Select the word, and right-click on it to open the contextual menu. Then select Search For > Inflected. Accordance will look for this form in the same text in another tab (placing it in quotes).

You can find the selected inflected form in another text, if you press the option or alt key as you amplify from your selection to the new text.


Q: How can I quickly switch between English and Hebrew in the Edit window?

A: In the latest version of Accordance 13 there is an icon in the top left of the Edit window that quickly switches your language and font. The following tip is useful for older versions.

  1. To use the Copy Styles you do not need to set the new styles that you want to copy or save. You only need to click inside any part of the text (in any window) that is already in the style you want to copy.
  2. Use the keyboard shortcuts Command-[ to copy and Command-] to paste the styles.
  3. If you are inserting Hebrew in a text that is basically English, the following routine is useful:
  • Click in Hebrew text, Command-[ to copy the style
  • To change to Hebrew, type an extra space in English, press left arrow to go back a space, Command-] to paste style.
  • To return to English, click the mouse to the right of the last line, beyond the extra space, and continue in English.

Q: How can I use the Israeli keyboard layout for Yehudit?

A: Select this option in the Preferences: Greek & Hebrew.


Q: Where are the vowels and cantillation marks in the Israeli keyboard?

A: The vowels require you to press caps lock and the number keys. The other diacriticals are in the option and shift-option positions. Remember that the Character palette will enter these with a click on the character, but the Israeli keyboard position does not display at the lower left.


Q: Where is the keyboard layout for Yehudit?

A: The Character palette in the Window menu lets you enter each character and see its keystroke. The Accordance Fonts PDF has full information on each font with a keyboard layout chart.


Q: Which word processors support right to left entry of Hebrew with Unicode?

A: In Mac OS X you can use MellelNisusWriter Pro, or  OpenOffice. Word 2011 for Mac offers limited right-to-left support, and so does Pages. Word 2016 is said to be much better. In Windows use Word 2000 or up.


Q: I’m unable to paste into PowerPoint.

A: If you go to the Accordance Preferences/Export, and set the export to Unicode, it will copy and paste into PowerPoint without problems. It seems that the new version of Power Point requires Unicode even for English text.


Q: Can I copy Unicode Hebrew into Accordance?

A: Yes, in version 8 and above, Unicode characters that are supported in our fonts will be converted back into our fonts when you paste them. In the user Notes in version 11 and above, the fonts remain in Unicode.


Q: Can I convert the Hebrew for another software or system?

A: Set the export options in Preferences: Export to Unicode or to another font that is supported by the other software such as those from SBL or SIL. Preferences: Unicode Display lets you individually set the display and the export of five Accordance fonts.


Q: How can I convert your fonts to a Windows font?

A: Go to Preferences: Export and set the export to Unicode. The exported text is now independent of fonts and compatible with all newer software on Mac OS X and Windows 2000 and above. You can use any Unicode font for the converted text.


Q: Can I remove the vowels or other marks?

A: Yes, vowels can be stripped from Greek, and there are several levels of “stripping” available for Hebrew export in the Preferences: Export.


Q: Can I export the Hebrew in Yehudit font?

A: You can export Hebrew text from Accordance as Yehudit by copy and paste, drag and drop, or saving the file as text and opening in an English word processor. The lines will be reversed so that the text reads from right to left, but can only be entered or edited from left to right.

Be sure the set the length of the line by adjusting the width of the text pane in Accordance, as the text will not wrap correctly after export.


Q: Nothing shows up when I open LXX2

A: LXX2 will usually be blank as it has very few passages. Make it the search text to see the verses included in that parallel module, and see the Read Me-LXX in Read Me-Modules for an explanation.


Q: I can find and open TAD-T in the Hebrew Texts, but where is TAD-E?

A: You will need to find it in the Semitic Studies section of the Library and open it. Then it will appear as a Reference Tool which can be viewed in parallel with the TAD-T. Until opened, Accordance does not “know” to which corpus it belongs.

Note: This occurs with Notes/Tools of all non-Biblical texts like Josephus, Apostolic Fathers, Inscriptions etc.


Q: Why don’t Accordance fonts appear for use in other programs.

A: Accordance fonts are now built into the application package. On Windows they are not compatible with the system or other software so your only option is to export to Unicode fonts. On Mac we also recommend exporting as Unicode fonts, but if you wish to use our fonts you can run the FontFixer utility to install them in your Fonts folder.