Capture One 20 Pre-Order Issues

Michael Umhofer

• 27. Dezember 2019 13:38

Hi all, This topic has probably been flogged to death, but I'm getting no acceptable response from customer support so came here to see if anyone else is still having issues upgrading to C1 20 with a pre-order code.

Wayyy back in November I purchased a perpetual license for Capture One Pro 12 with a free upgrade to Capture One Pro 20 when released. When I made the purchase, the license key was email to me from FastSpring along with another code that stated I have a gift card amount of 20 USD as well, funny cause I made the purchase in GBP ❓ . I made the purchase with the expectation of an upgrade, not a gift card voucher, and I have a screenshot of the deal that specifically states that. The code does not work and to top it off, C1 12 crashes constantly while booting up. Customer support has been pretty crap so far and I'm about to abandon C1 as I already have a subscription to Adobe CC that just works. Anyone else have a similar experience?

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  Ian Wilson

  Moderator

  • 27. Dezember 2019 18:28

  

  What Fastspring will have emailed to you is not your licence key, but a code that you use as a voucher code. What you seem to have to do is go to purchase the product, then enter as a voucher code the code that Fastspring sent you, which should reduce the price to zero. Not obvious from the Fastspring email!
  
  Ian

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  SFA

  • 27. Dezember 2019 19:10

  Have you looked at the FAQ pages to see if there are any documents that may help?
  
  This one may or may not be of use. I'm not sure from your post whether you might have been through this route already.
  
  https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code-
  
  There are other documents that may be equally pertinent to your situation but only you will know if they are.
  
  As for the crashes - some people have experienced problems - others not.
  
  Again the FAQ pages may help and there has been an early update release to fix some specific problems that only became apparent after the point of release. They seem to affect Mac users.
  
  HTH.
  
  Grant

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  Brian Ramage

  • 27. Dezember 2019 19:44

  I have issues as well the "license key" "Coupon code" just gives me an error message wherever I try to enter it.
  
  Super frustraiting
  
  oh cool. my name is some stupid number here

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  Paul Steunebrink

  • 27. Dezember 2019 20:20

  NNN637000312206897420 wrote:
  I have issues as well the "license key" "Coupon code" just gives me an error message wherever I try to enter it.

  
  Sorry to hear. Please contact support to get you sorted.
  
  You can change your display name on the forum when you login to your account on captureone.com.

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  Michael Umhofer

  • 30. Dezember 2019 08:16

  Ian3 wrote:
  What Fastspring will have emailed to you is not your licence key, but a code that you use as a voucher code.
  

  
  
  
  Hi Ian, Yeah that is what the licence key/code email says came with my purchase. I'm saying that is not what was represented to me in the promotional link I clicked through to make the purchase. It clearly stated " Save 30% on Capture One 12 - including a free pre-order of the next major release Capture One 20 " I have a screenshot of the link.
  
  Post purchase the email came through with a valid Capture One 12 license key and a discount voucher code for $20. When I apply this to upgrade to C1 20, it only takes off the equivalent of $20 and doesn't bring the price down to zero. Again, not what was represented in the deal.
  
  They have been slow to respond and have yet to directly address my question. It's been frustrating to deal with them, to say the least. I'm curious if anyone else has received misleading promotional deals if my purchase was in fact a discount code only.

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