Skip to main content

⚠️ Please note that this topic or post has been archived. The information contained here may no longer be accurate or up-to-date. ⚠️

The promotional code you entered does not exist.

Robert Olding
Perhaps I'm missing something. When I enter the promotional code into the "Coupon Code" box of the check out/purchase pop up, I get a warning that says "The promotional code you entered does not exist." The price doesn't change to $0.00

The code is the one that begins with "C1PRO20"

This is the code I received when I very recently took advantage of the free upgrade to Capture One 20 by purchasing a perpetual single user version of Capture One 12 within the promotional time frame. It shows up in my Fastspring Invoice along with the actual working license for Capture One 12.

I did submit a ticket to Phase One, and I'm open to suggestions from the group.
0

Comments

16 comments

Date Votes
  • Emile Gregoire
    Are you trying to upgrade your current v12 license or are you trying to buy a completely new v20 license? I’d imagine you’d have to upgrade. It’s the only thing I can think of.
    0
  • Joseph Alford
    I'm having a similar problem and have had no useful help from phase one - When I enter my upgrade code into the coupon box and hit apply, nothing happens at all - no change in price or anything. Mine also begins with the C120PRO - has anyone else had similar problems?
    0
  • Tim Barker
    Yep I'm having exactly the same problem.
    No response from support after multiple requests!
    Good to know I'm not alone.......
    0
  • Robert Olding
    Emile wrote:
    Are you trying to upgrade your current v12 license or are you trying to buy a completely new v20 license? I’d imagine you’d have to upgrade. It’s the only thing I can think of.


    I've tried it both ways and I experience the same issue.
    0
  • Emile Gregoire
    r_olding wrote:
    Emile wrote:
    Are you trying to upgrade your current v12 license or are you trying to buy a completely new v20 license? I’d imagine you’d have to upgrade. It’s the only thing I can think of.


    I've tried it both ways and I experience the same issue.


    And you’ve already tried the v12 license key in v20 too?

    Sorry I can’t give you anything concrete!
    0
  • Robert Olding
    Emile wrote:
    And you’ve already tried the v12 license key in v20 too?

    Sorry I can’t give you anything concrete!


    Yep, tried that too! Just as we'd expect, entering my v12 license in v20 informed me that I needed to upgrade my license.
    0
  • Patrick Heyder
    I'm having exactly the same problem.
    0
  • ebnozn
    Same happening to me. I recently (Cyber Monday in fact) purchased Capture One 12 and got the coupon code for free C20. Went through the activation process for v12, then tried to upgrade and enter the coupon code and got same "The promotional code you entered does not exist" error.
    0
  • Macro
    Same exact problem here.

    "The promotional code you entered does not exist."

    Sent a message to FastSpring yesterday - so far... crickets.
    0
  • NNN636388510800428377
    A mi también me sucede exactamente lo mismo. Ya he intercambiado 5 e-mails con el servicio de soporte y no me dan ninguna respuesta que solucione mi problema por más que les envío capturas de pantalla que les explica el problema claramente. Les compré la licencia de Capture One 20 a ciegas, sin saber nada del nuevo producto y estoy empezando a arrepentirme. El precio de salida actual es casi igual al que yo pagué por adelantado y se supone que el adelantado había una rebaja del 20%, además los compran ahora pueden probar el producto gratis y lo lo compré sólo por confianza. Hasta ahora estaba muy contento con este producto pero empiezo a dudar de si he hecho bien confiando tan a ciegas enla compañía Capture One. Estoy muy enfadado por todo.
    0
  • NN637109458091526630UL
    New Capture One Pro user so just my second post...purchase and activation fixed.

    Bought v12 perpetual license on Dec 2, activated and everything fine. When v20 released shortly after, I could not purchase for no charge nor activate. Would follow all instructions here and on FAQs, copy coupon code/license key into box, but could not upgrade, instead only received an error message that says, "The promotional code you entered does not exist" even though I qualified for a free upgrade.

    Wanted to let those of you as frustrated as I was that my problem has just been solved by Capture One support (ordersupport@captureone.zendesk.com). It took 2 days, but they did fix my license key and I was then able to update at no charge.

    Best regards,
    Shelley
    0
  • Daniel Sroka
    I encountered this problem when I tried to buy the upgrade directly from the captureone.com site.

    Then I went back to the announcement email, and saw at the bottom:
    Your Capture One 20 is waiting for you. You have a pre-order of Capture One 20. Click on the link below to access the upgrade store...

    I clicked on the "get Capture One 20" button in that email, and was taken to a page in the store for the upgrade. Here, the coupon code (from my receipt for buying C1v12) worked.
    0
  • Robert Olding
    dsroka wrote:
    I encountered this problem when I tried to buy the upgrade directly from the captureone.com site.

    Then I went back to the announcement email, and saw at the bottom:
    Your Capture One 20 is waiting for you. You have a pre-order of Capture One 20. Click on the link below to access the upgrade store...

    I clicked on the "get Capture One 20" button in that email, and was taken to a page in the store for the upgrade. Here, the coupon code (from my receipt for buying C1v12) worked.


    I got my "Claim your Capture One 20 pre-order" email today. I clicked on the link and same problem. ☹️ I even tried using 3 different Web Browsers and 2 different computers.
    0
  • Anthony Gillard
    I have the same problem. Put in support request two days ago. Had a quick reply pointing me to the page on how to do it (which I already explained I had followed). I responded again that it didn't work and now just no update for two days. Pretty frustrating and starting to lose confidence in their support.
    0
  • Paul Steunebrink
    NN635395071899656250UL wrote:
    I have the same problem. Put in support request two days ago. Had a quick reply pointing me to the page on how to do it (which I already explained I had followed). I responded again that it didn't work and now just no update for two days. Pretty frustrating and starting to lose confidence in their support.

    See this post for the mail address
    https://forum.phaseone.com/En/viewtopic.php?p=172055#p172055
    0
  • Robert Olding
    I received this communication from Phase One today. (links removed by me)

    "Hi there,

    We are aware of the issues surrounding the pre-order/upgrade process and as a consequence, we are receiving a high volume of support requests at this moment in time.

    If you have a pre-order voucher code and are unsure on how to use this to purchase Capture One 20, please see our help center article on this.

    Whilst we handle your support request, we encourage you to take advantage of the 30-day free trial for Capture One 20, even if you have purchased a pre-order/upgrade.

    Please see our help center article on how to activate your trial.

    Download the 30-day free trial here.

    This means that you will have unrestricted access to Capture One 20 for 30 days.

    We of course aim to have these issues resolved long before your trial period expires.

    We apologise for any inconvenience this has caused and rest assured, we are working hard on correcting the pre-order/upgrade process and resolving any of your issues related to this."
    0

Post is closed for comments.