PROBLEM
When attempting to activate Capture One, I receive a message stating that "The provided email does not match the email in your customer profile". I can't activate my software. What do I do?
SOLUTION
Each single-user license key is linked to a user profile used during the first activation with the specific license key.
When you receive such an error message, it means that the email address entered in the Activation window does not match the email address associated with this particular product key used to activate software.
In case you do not remember which email address is connected to your license key, contact the Capture One Support Team that would be glad to assist you and provide the correct email address to activate the software.
Comments
13 comments
Dear Ms. Lily,
I had a problem changing my email address in my account.
I have 3 active email addresses: bego@posteo.org, kabego@posteo.de, kabego@kabelmail.de and wanted to change the original address bego@posteo.org to kabego@posteo.de.
That did not work and used the third address kabego@kabelmail.de.
Unfortunately I don't have access to my account.
Can you help me please and restore the origin?
Thanks a lot.
My license for Capture one 20 (for Sony) is from January 2020, 31th
Sincerely yours
Bernd Gossler
Imbuschstr. 4, D-90473 Nürnberg
Hi Bernd,
Thank you for your comment.
I have submitted your request to the Support Team.
They will provide you with updates on the case soon.
Best regards,
Lily
Ich habe einen neuen iMac und kann mich nicht mehr einloggen.
Könnten sie mir Bitte helfen?
Dear Ms. Lily,
I had a problem changing my email address in my account.
I have 2 active email addresses: dvisocchi@mac.com, dominiquevisocchi@gmail.com and I would like to change the active product I acquired to dvisocchi@mac.com
Unfortunately I can have access to my account on dvisocchi@mac.com but I can't see or update the product I'm using. When using the Gmail account I see the product key but obviously can't change any product.
I acquired a yearly subscription back in August this year.
Can you help me please and ?
Thanks in advance.
Dominique
Hi Dominique,
As far as I see, you have a Capture One Fujifilm subscription tied to your gmail account.
Meanwhile, you use another e-mail for FastSpring.
Please note that subscriptions cannot be upgraded like perpetual license.
Please let me know whether you want to change your subscription or do you want to use the same e-mail for both FastSpring and license key activation?
Dear Ms Lily,
I had a problem activated my license online & manual. my email is penypujiati@gmail.com
every time I put the license code and my email always :
The provided email does not match the email in your customer profile
what should I do? I need this active as soon as possible. Thank you
Peny
Hi Lily,
I have the same problem as described above by Peny Pujiati. My email is: spectralsignature@gmail.com
Every time i try to activate the product i bought e few hours before, firstly the activation ptalform cannot locate my profile ( no matching profile found check the spelling or create a new profile etc.) . I create the profile and then i get the message ''Could not create profile. Try again later'' .
PLEASE BE FAST WE HAVE ONGOING WORK TO DO.
Konstantinos
@Konstantinos, Indeed, I just renew the license through my account which I already had for years, yet still with online activation no matching profile found, is it server error or something?
Hi Konstantinos,
Mine is already activated!! I wait for support to email me back, but none. So I tried to restart, and re-download the software, and keep entering my email (for like hundred times), then it just okay, my email profile match the name! I think its the server error or something. now we know that customer support capture one won't help fast even if we put our comment here.
Peny
Hi Peny,
Thank you very much for your response! I will do the same and hope for the best.. Half of the day is already lost... It seems like its buyer to buyer support and works better than ''customer support''. I am switching to other editing software after the subscription ends. A software with real customer support.
Thanks again,
Konstantinos
I have same issue-------- I have 2 email addresses, old account and new account I purchased today perpetual license. Correct email to activate rhoffman2@mac.com. I can get into my original account, that is useless, tried to update email, no go! Said the new email I am trying to change is already taken
Again, need to use the rhoffman2@mac.com to get my new perpetual license download!
Please advise!
Thanks
Bob
{"message":"Unable to activate account"}Hi Lily,
I have set up a new MB Pro, tried logging in to my C1 account and got rejected, saying that my license key doesnt go with my account. ( same email adress, i guess this is a common issue ).
Could you please check my case and link with me for a new license key, i got a lot of work to do..
Thank you so much!
best regards
ian
I am trying to activate Capture One 20 on my new MB Pro and it said "activation failed due to an unknown error"
I tried manual activation but it says I should enter my registration key into the online web form but there are no directions to find this form. And the "help" does not help at all. This is a most user-unfriendly site...
Why does this all have to be so complicated?
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