Capture one 20 upgrade stupidity
I prepaid for the Capture one 29 upgrade for Sony and received a license key but there appears to be nowhere to use it to get the already paid for upgrade. I've tried three times to do this but keep getting asked to pay again. This is unacceptable and seems to be amateur hour at Capture one. Please provide a simple coherent intuitive way to get my upgrade.
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I have the same problem. Bought upgrade to v20 from v11 Pro. Got some strange upgrade code. Today I got the email that I can get the license for v20. But the website is broken and I don't get the form with the upgrade code, and instead I get the payment form. I tried on 3 different browsers. Finally, I created a ticket with the support.
Capture One please take action as soon as possible!0 -
Follow the procedure for paying the upgrade. Fill in the code you got from FastSpring and the payment changes to 0,00. Click next and you become the activationcode for install CO 20 + an e-mail with the code.
Regards, Willy0 -
Nothing happens when I enter the upgrade code. 0 -
Have you all followed these instructions to the letter?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
It's a real palaver, but it should work.0 -
I am getting this error in the Chrome console when I press apply
Refused to load the image 'https://phaseone.onfastspring.com/popup-prod-upgrade/session/%7B%7Bitem.image%7D%7D' because it violates the following Content Security Policy directive: "img-src https://dcnz2rrcot657.cloudfront.net https://www.google-analytics.com https://d230f6bx2wm7w3.cloudfront.net *.pendo.io https://storage.google.com https://d8y8nchqlnmka.cloudfront.net https://d37uz57cydkqly.cloudfront.net https://seal.websecurity.norton.com".0 -
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong? 0 -
reddeath wrote:
I am getting this error in the Chrome console when I press apply
Refused to load the image 'https://phaseone.onfastspring.com/popup-prod-upgrade/session/%7B%7Bitem.image%7D%7D' because it violates the following Content Security Policy directive: "img-src https://dcnz2rrcot657.cloudfront.net https://www.google-analytics.com https://d230f6bx2wm7w3.cloudfront.net *.pendo.io https://storage.google.com https://d8y8nchqlnmka.cloudfront.net https://d37uz57cydkqly.cloudfront.net https://seal.websecurity.norton.com".
Try another browser?0 -
NN634885261617427251UL wrote:
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
Follow this guidance to the letter then report back.0 -
I tried 3 browsers on a Windows PC:
- Chrome
- MS Edge
- MS IE 11
I even tried from my android mobile using Chrome.0 -
I now even changed my DNS settings to use google servers 8.8.8.8. Nothing is helping. Same error messages in the console. That website is broken! 0 -
It seems to work for most of us. You could use the software under the 30-day trial (it's fully functional) and in the meanwhile submit a support case about your problem.
Ian0 -
If it works for most of you then what browsers are you using and from which country are you connecting? 0 -
I cleared cookies on the website, disabled chrome adblocker, disabled pi-hole, reloaded the website, logged on. Same error!
Refused to load the image 'https://phaseone.onfastspring.com/popup-prod-upgrade/session/%7B%7Bitem.image%7D%7D' because it violates the following Content Security Policy directive: "img-src https://dcnz2rrcot657.cloudfront.net https://www.google-analytics.com https://d230f6bx2wm7w3.cloudfront.net *.pendo.io https://storage.google.com https://d8y8nchqlnmka.cloudfront.net https://d37uz57cydkqly.cloudfront.net https://seal.websecurity.norton.com".0 -
Keith Reeder wrote:
NN634885261617427251UL wrote:
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
Follow this guidance to the letter then report back.
Reporting back! Followed, dead end. I do not have such email, mine is different. I cannot find or reach any activation link.0 -
In which case I think you need to raise a support request, as the email is critical to you successfully upgrading. 0 -
[deleted] 0 -
herthh wrote:
Keith Reeder wrote:
NN634885261617427251UL wrote:
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
Follow this guidance to the letter then report back.
Reporting back! Followed, dead end. I do not have such email, mine is different. I cannot find or reach any activation link.
How is your email different?0 -
The upgrade process seems to be clear to me, I just wonder what the offered yearly payment for a license should be good for... Does Phase One wants to establish a cloud based licensing like so many other companies in the future? If they will handle licensing like this in the long term future, I will be out of that system, although I have worked with Capture One Pro since Version 4...... It’s still by far the best Raw Converter on the market.... So please think about your licensing policy 0 -
Keith Reeder wrote:
NN634885261617427251UL wrote:
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
Follow this guidance to the letter then report back.
I followed the guidance at least 10 times. What exactly do you not understand when it simply says that it does not found the coupon code?
The exact message in English is "The promotional code you entered does not exist"0 -
NN634885261617427251UL wrote:
Keith Reeder wrote:
NN634885261617427251UL wrote:
I bought Capture One Pro 12 on Monday and got an upgrade Coupon Code for Capture One Pro 20 via E-Mail. If I try to get Capture One 20 Pro, I always get the message that my coupon code does not exist during payment. I followed all the instructions that I got today from Phase One to get Capture One 20. So what's wrong?
https://support.captureone.com/hc/en-us/articles/360004099138-How-to-use-your-Capture-One-20-pre-order-code
Follow this guidance to the letter then report back.
I followed the guidance at least 10 times. What exactly do you not understand when it simply says that it does not found the coupon code?
Have you installed and Activated the V12 license?0 -
Yes, Capture One Pro 12 is installed and successfully activated. 0 -
NN634885261617427251UL wrote:
Yes, Capture One Pro 12 is installed and successfully activated.
OK.
So you can then click the link in the "V20 is available" email and see the screen with the license key (V12) on it and the possible ways you can upgrade based on the V12 license?
Then you select your preferred upgrade (with or without a styles pack offer and, presumably, ignoring the option to move to a subscription model if it is shown on your screen.
OK so far?
Clickk in the option shows the order screen with a coupon code field. You paste the previously copied 'License Code" from the pre-purchase email (not the V12 license key) into the coupon code field (or you type it in) and you get a message that the code is not recognised?
If that description is what happens I would suggest that you contact Fastspring and explain the situation and ask for advice.
Also check some of these FAQs to see if they offer guidance.
https://support.captureone.com/hc/en-us/articles/360003088138-Capture-One-20-FAQ
Is there any possibility that the upgrade ordered does not match the V12 purchased in some way?
I'm not sure how that would happen within the ordering process and the upgrade based on what you have already installed but I suppose strange things are possible.
Meanwhile you have V12 to use or you can download V20, install it in its own folder, and using it in trial mode (with a trial license key ) until you have the situation resolved.
HTH.
Grant0 -
NN63488526617427251UL wrote:
What exactly do you not understand when it simply says that it does not found the coupon code?
And just what is it about "we're customers here, just like you, and not at your beck and call" that's beyond you, princess?
You didn't get the guidance in the link I provided, from Phase One, so Christ knows what you've actually done. We're trying to rule out the obvious. It's not rocket science.
You don't like my answer? Fine. Find somewhere better. Otherwise - you got your money's worth.0 -
I'm having the exact same problem. Another forum said to go and re-buy the software and then when you get to the checkout put in the code that you got in the e-mail and it will change the price to zero and spit out a new activation code.
That doesn't work either. I get told that the promotion code I entered is invalid. I put in a ticket for support, quite frankly it's a joke.
I also bought my upgrade from the first e-mail that got sent out then after that the price got cheaper for Black Friday, never again.
Barry0 -
It is a pain but what you need to do is go to the "uprage" area of your account and even though it might tell you that none of your products are eligible for an upgrade as mine did you enter your current licence number.
At this point it takes you to a page where you choose what upgrade to buy. Procide to buy the Pro upgrade and then use the upgrade voucher that they provided you with. It was a lot clearer once I actually read that it was a voucher for a licence rather than a licence. This is why the string of numbers is in a different format.
Once you apply your voucher to the purchase it is free and provides you with a licence number that you enter into the appropriate field when you launch version 20 and you should be good to go.0 -
Barry162 wrote:
I'm having the exact same problem. Another forum said to go and re-buy the software and then when you get to the checkout put in the code that you got in the e-mail and it will change the price to zero and spit out a new activation code.
That doesn't work either. I get told that the promotion code I entered is invalid. I put in a ticket for support, quite frankly it's a joke.
I also bought my upgrade from the first e-mail that got sent out then after that the price got cheaper for Black Friday, never again.
Barry
You could, of course, simply ask for a credit against an unused voucher (at 20%) and then re-buy on the later very limited time offer. If you think the price difference is worth the effort.
There is information about that in the web site if you are prepared to spend a while reading.
Probably too late to get the short term Black Friday deal now.
I really wish this Black Friday and associated nonsense would fade away.
Grant0 -
The upgrade path is a disaster. I'm getting a message that the code does not exist. I copied it from my account. 0 -
Instructions at the bottom of this thread worked for me. Thanks.
I do have to concur that the experience was not great.0 -
NNN636836432682604768 wrote:
It is a pain but what you need to do is go to the "uprage" area of your account and even though it might tell you that none of your products are eligible for an upgrade as mine did you enter your current licence number.
At this point it takes you to a page where you choose what upgrade to buy. Procide to buy the Pro upgrade and then use the upgrade voucher that they provided you with. It was a lot clearer once I actually read that it was a voucher for a licence rather than a licence. This is why the string of numbers is in a different format.
Once you apply your voucher to the purchase it is free and provides you with a licence number that you enter into the appropriate field when you launch version 20 and you should be good to go.
Thanks but this is what I tried and still won't work for me, tells me that the voucher is invalid, did a copy and paste from the e-mail so there was no chance of putting in the wrong code.
Put in a ticket for support and got a form letter reply saying I can go to subscription model if I got an upgrade voucher without previously owning Capture One. I immediately replied asking them to read my query before replying as I clearly stated I was a Capture One user since 2008 owning versions 3, 7, 8, 9 10, 11 and 12 extremely poor communication on this one.
Barry0 -
The result of upgrade experience and my support case is as follows:
- I was advertised and sold an upgrade to Capture One 20, which I was under impression that was based on me having the Capture One 11 Pro license.
- The upgrade process did not work, which I already described in this thread
- I contacted support asking for help in getting the license key based on my pre-order code
- I was told that the pre-order sale was only meant for owners of version 12, and that the only thing they can offer is to convert this purchase into a subscription (1 year), or to offer a refund.
- I replied that I will never buy a subscription and since they cannot provide me with the version 20 license, I requested full refund, which they have initiated.
- I decided not to buy future versions of Capture One, and definitely never go for the subscription model.
- The only thing that will convince me to upgrade is a good offer while on sale.
My personal impression of the support is rather bad. I have requested contact information to the manager of the support organization, which they did not not provide. They were unwilling to look at the situation objectively and try to help their customer. Having paid for several Pro licenses in the past and now having paid for an upgrade to version 20, I was really upset about how they handled the case.
On a side note, the company has been recently bought by an international investment fund, which basically means that they have been turned into a money grabbing machine and they don't care at all about their existing users.0
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