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Interacting with Capture One staff and the moderation team

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39 comments

  • Mieszko Gawecki

    Jack-W
    Is there any e-mail address of Capture One Team which I could contact to with my question? Yesterday I submitted a question via request support and I have not got any reply so far. I sent an e-mail with that question as a reply to an Black Friday offer from C1 (to hello@captureone.com) a few days earlier, but I have not received any answer either...

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  • Jack W
    Admin

    Mieszko Gawecki That email address is a no reply, I believe.

    I can see that you sent your support request about 11 hours ago. Our team will most likely reply back to you today and they will be able to see that you contacted us within an acceptable time frame. I'll leave it in their very capable hands :) 

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  • Mieszko Gawecki

    Jack-W
    Unfortunately I have to repeat my previous question. Is there any e-mail address of Capture One Team which I could contact to with my question concerning a relation between a new C1 subscription purchase and product licenses I have used so far? Despite your trust in your  team capabilities, I have not received any reply yet. Perhaps if I can send an e-mail to a dedicated person or a dedicated address, I shall receive information needed to meet a decizion of a new purchase.

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  • Jack W
    Admin

    Mieszko Gawecki I can't hand out email addresses of my colleagues on a public forum. Sorry.

    However, I can see that Gemma solved your ticket a few hours ago, so it's worth checking your mail to see her reply. :)

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  • John Friend
    Top Commenter

    Jack-W

    If you want to tag a specific person, simply write "@" followed by their username. A list will appear (enter the name as accurately as possible) where you will be able to select the appropriate person.

    This sort of works, but breaks down because the forum allows duplicate names such as Ian Wilson (there are two of them) and you have no idea which one to pick to tag the person you actually want notified.

    I also don't get any sort of popup list of names when using this site on my mobile phone (Chrome on Android).  Not sure why that is.

    I wish the forum would fix the duplicates.  In a busy thread, notification may be the only way you make it likely the person you are addressing your response to sees the post.

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  • Jack W
    Admin

    John Friend I wish the tagging functionality was better as well. I've raised this with our platform provider several times, but will do so again.

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  • Walter Rowe
    Moderator
    Top Commenter

    @Jack W – I wish it would prohibit "First Name Last Name"

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  • John Friend
    Top Commenter

    Walter Rowe

    @Jack W – I wish it would prohibit "First Name Last Name"

    Yeah, that would be a good first start.  Make the user type something on their own rather than just accept this default.

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  • Jack W
    Admin

    John Friend Walter Rowe An even better option would be for us to use the name that is used in the Capture One profile and ensure that everything is intrinsically linked and in one place, and allow people to tag the people they want to tag!

    Then we would have no FirstName LastName at all. Just becomes a problem when somebody wants to tag another user with a similar name...

    Seems our provider isn't pumping any resources into improving this functionality, for what it's worth. :(

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  • Walter Rowe
    Moderator
    Top Commenter

    Yes I have wondered why the CO login account and ZenDesk profile are not linked. Surely ZenDesk can do that. I don't know what system CO uses for our CO logins (eg. Azure AD, etc). Perhaps ZenDesk has better integration and CO needs to explore it? My "day job" is enterprise IT. I know a lot about these things.

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  • Jack W
    Admin

    Walter Rowe There's certainly a way to do it and it's part of a long-term project. But not necessarily my project...

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  • Abby Sesselberg

    Jack-W  Hey there. I sent in a support request  week or so ago, but no acknowledgement yet. Is there a usual timeframe for replies? Also, is phone support available? Really struggling with some issues.

     

    Many thanks

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  • Walter Rowe
    Moderator
    Top Commenter

    Hi Abby. I cannot say how long it is taking for support to respond but do check your spam / junk folder and look at the Requests link under your profile icon at the top of the page. If they have responded the Requests link will reflect that in the list of support cases you have submitted. There is no phone support.

    If you have a Facebook account look for the Capture One Technical Forum. Some of the mods and about 10,000 others are members of that group.

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  • Jack W
    Admin

    Hi Abby - I can see that support solved your request a few days ago. Hope all is well and sorry for the delay in responding over the Christmas period.

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  • Marcin Mrzygłocki
    Top Commenter

    One thing might need clearing up - there are Ian Wilson and Ian Wilson, it might be not clear for a less frequent visitor, which one is the correct user. Is it possible to enforce unique names at least for staff members? While "the other" Ian tries to explain he is not the other, it is necessary to go into his account to see the "warning".

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  • Ian Wilson
    Moderator
    Top Commenter

    There are actually two of us. And (1) I am not a staff member, and (2) I am not in favour, if possible, of stopping people from using their real names.

    Ian

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  • John Friend
    Top Commenter

    Ian, so you do NOT want us to be able to properly tag you with the @name feature?

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  • Ian Wilson
    Moderator
    Top Commenter

    Well I want to be Ian Wilson (that being my name) and I imagine the other one may want that too. It's not an unusual name. I'd prefer not to be Ian3 as I used to be. I suppose we could add numbers to names that are the same. Or I suppose the alternative is usernames that bar no relation to actual names. But I'd rather address someone as John Smith if that's their name than as Landscape_Photo_Dude_23 or whatever.

    Ian

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  • Marcin Mrzygłocki
    Top Commenter

    I would go with medieval-style aliases like "Ian Wilson the Moderator".

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  • John Friend
    Top Commenter

    Any unique number on the end would work to distinguish you - it can still be your real name.  Actually in your particular case, your photo works (for the more observant), but 99.99% of the names don't have a photo.

    The worst is FirstName LastName which has a whole bunch with no way to distinguish them.

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  • Ian Wilson
    Moderator
    Top Commenter

    Marcin Mrzygłocki

    I would go with medieval-style aliases like "Ian Wilson the Moderator"

    A bit like Vlad the Impaler, or Conan the Barbarian!

    Ian

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  • Ian Wilson
    Moderator
    Top Commenter

    John Friend - which reminds me that my photo is not a very recent one! A few years have passed....

    Ian

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  • Marcin Mrzygłocki
    Top Commenter

    Ian Wilson

    A bit like Vlad the Impaler, or Conan the Barbarian!

    You get the vibe!

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  • Eric St-Cyr

    Good morning! New Capture One user here. The problem is that I thought I bought the perpetual version when I was in school, but my license has expired. Now I can't use it anymore and I'm not rich. I was starting to get used to it :-( Can anyone help me? Thanks in advance!

    Eric

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  • Ian Wilson
    Moderator
    Top Commenter

    Eric St-Cyr - what version of Capture One did you buy? If you log on to your account at the Capture One website, you should be able to see what version it thinks you have.

    Ian

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  • Eric St-Cyr
     

    Capture One Pro - Subscription (education offer) + Expert Styles Collection in feb. 2023. 

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  • Eric St-Cyr

    Capture One 16

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  • Ian Wilson
    Moderator
    Top Commenter

    If it says subscription, that is not a perpetual licence. I am not familiar with the education offer, but a subscription requires regular payments.

    Ian

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  • Eric St-Cyr

    So 200$ in the trash can? 

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  • Ian Wilson
    Moderator
    Top Commenter

    I don't know. You say you thought you bought a perpetual licence, but you also say that it is a subscription. Was "subscription" what it actually says on your account on the Capture One website, or is that just what you remember it being called?

    Ian

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