Upgrade from "C1 Pro fuji 12" to "C1 Pro 20" or refund
I am using "C1 Pro fuji 12".
I have purchased "C1 Pro 20 Pre-order".
I read C1 20 FAQ.
If you can't upgrade, please refund.
If the additional amount can be upgraded cheaply, I want to use "C1 Pro 20″ if possible.
I have purchased "C1 Pro 20 Pre-order".
I read C1 20 FAQ.
If you can't upgrade, please refund.
If the additional amount can be upgraded cheaply, I want to use "C1 Pro 20″ if possible.
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Don't ask here - this is just a forum for users, and we can't help. You'd be better to contact Phase One via a support case.
Ian0 -
I didn't know how to contact you when I sent a request.
I was finally able to send an email to Support with your last sentence.
Like the FAQ, there is some information, but I feel that the lead is too unfamiliar. Thank you.0 -
Looks like people who are trying to upgrade from C1 12 fuji/Sony to c1 20 pro are facing this issue, I also tried to submit request thrice, once they replied by copy pasting that article from their website which probably everyone tried before going to the support, so why and what they are supporting anyway i dont know, next 2 times they didn't care to reply, came here for some solution. Looks like same condition here, please let us know if anyone was able to upgrade from fuji or Sony to pro c1 12 to c1 20 thanks 0 -
Also if someone wants to use the c1 20 pro urgently, grab a trial copy and wait for your actual license solution, that way at least you have 30 days to wait for solution to come along. 0 -
I think the order process, for upgrades, relates to the existing application when you move (update) to the new version.
So if you were running V12 Pro Fuji your V20 offer price deal would be for V20 Pro Fuji.
Once at V20 Pro Fuji you should be able to upgrade to V20 Pro (full non-manufacturer related version) as a separate order.
Assuming the possibility to upgrade within V12 is no longer available on line that is probably the only route available now.
Previously it may have been possible to upgrade V12 from Pro Fuji to full Pro and then take the update from V12 to V20 for full Pro.
My guess is that such a route is no long an option via the on-line order system. So you need to look at the first option.
HTH.
Grant0 -
SFA wrote:
I think the order process, for upgrades, relates to the existing application when you move (update) to the new version.
So if you were running V12 Pro Fuji your V20 offer price deal would be for V20 Pro Fuji.
Once at V20 Pro Fuji you should be able to upgrade to V20 Pro (full non-manufacturer related version) as a separate order.
Assuming the possibility to upgrade within V12 is no longer available on line that is probably the only route available now.
Previously it may have been possible to upgrade V12 from Pro Fuji to full Pro and then take the update from V12 to V20 for full Pro.
My guess is that such a route is no long an option via the on-line order system. So you need to look at the first option.
HTH.
Grant
No man while pre ordering they had both options for upgrade, 1 was v12 fuji to v20 fuji, another one was v12 fuji to v20 pro,
And prices were different. People who selected v12 fuji or Sony to v20 pro are facing issues0 -
Guys they just started mailing it was bug on their side they are manually upgrading the licenses... Contact support. They are solving it 0 -
RAUMYA wrote:
Guys they just started mailing it was bug on their side they are manually upgrading the licenses... Contact support. They are solving it
Ah, Ok.
Good to know the problem is being dealt with AND to hear that people are taking the opportunity to upgrade to the full Pro version!
Grant0 -
SFA wrote:
RAUMYA wrote:
Guys they just started mailing it was bug on their side they are manually upgrading the licenses... Contact support. They are solving it
Ah, Ok.
Good to know the problem is being dealt with AND to hear that people are taking the opportunity to upgrade to the full Pro version!
Grant
actually... now there is another issue, I just checked the upgrade is just sony to sony and not full. but we actually paid 50 dollars extra for it to get full version, so i am contacting them again ☹️ ☹️ ☹️0 -
SFA wrote:
I think the order process, for upgrades, relates to the existing application when you move (update) to the new version.
So if you were running V12 Pro Fuji your V20 offer price deal would be for V20 Pro Fuji.
Once at V20 Pro Fuji you should be able to upgrade to V20 Pro (full non-manufacturer related version) as a separate order.
Assuming the possibility to upgrade within V12 is no longer available on line that is probably the only route available now.
Previously it may have been possible to upgrade V12 from Pro Fuji to full Pro and then take the update from V12 to V20 for full Pro.
My guess is that such a route is no long an option via the on-line order system. So you need to look at the first option.
HTH.
Grant
hey looks like you were correct, they just replied that actually if I bought their v20 full upgrade, then I also have to pay another custom fee for sony to pro upgrade only then i get full v20, else i can just take the refund for the difference of sony upgrade and pro upgrade,
pretty confusing, they should not have kept options like that, or should have charged the whole thing together, not mentioning later like this,
anyways applied for the difference refund. 😐 😐 😐 😐0 -
RAUMYA wrote:
SFA wrote:
I think the order process, for upgrades, relates to the existing application when you move (update) to the new version.
So if you were running V12 Pro Fuji your V20 offer price deal would be for V20 Pro Fuji.
Once at V20 Pro Fuji you should be able to upgrade to V20 Pro (full non-manufacturer related version) as a separate order.
Assuming the possibility to upgrade within V12 is no longer available on line that is probably the only route available now.
Previously it may have been possible to upgrade V12 from Pro Fuji to full Pro and then take the update from V12 to V20 for full Pro.
My guess is that such a route is no long an option via the on-line order system. So you need to look at the first option.
HTH.
Grant
hey looks like you were correct, they just replied that actually if I bought their v20 full upgrade, then I also have to pay another custom fee for sony to pro upgrade only then i get full v20, else i can just take the refund for the difference of sony upgrade and pro upgrade,
pretty confusing, they should not have kept options like that, or should have charged the whole thing together, not mentioning later like this,
anyways applied for the difference refund. 😐 😐 😐 😐
Hmm.
Sounds like maybe an upgrade combination option too many for thinking the process through. Odd really but then the upgrade and pricing policy has to be defined then communicated to the order service partner, put into systems, special offers worked out, then the extra offers for BF and CM ... all probably more complicated that it is worth given the confusion it creates.
However, I don't think Phase are alone for having this sort of problem. My home energy supplier is a serial problem creator in the area of billings - especially when their own people read the meters.
Grant0 -
RAUMYA wrote:
Guys they just started mailing it was bug on their side they are manually upgrading the licenses...
Please tell me if there is any information as evidence.RAUMYA wrote:
Contact support. They are solving it
(In Japan Time) I sent a request last night, but there is no reply at the moment. How long does it usually take?0 -
NNN636922231101498803 wrote:
(In Japan Time) I sent a request last night, but there is no reply at the moment. How long does it usually take?
Not long, but they're likely to be pretty busy at the moment - and we're running into the weekend.0 -
I have just confirmed the following response to the request. Kristina (Capture One)
12月6日 16:16 CET
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 here.
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 here.
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.
Kind regards,
Kristina
Capture One Support
We encourage you to browse our Help Center for detailed product documentation, helpful pro tips, and much more.
It only said that it was working on a bug in the upgrade, so please try it out for free until then, but I didn't really understand the direction of guidance and solution.
If I update the catalog to v20, I don't think I can go back to v12, but there is no guidance or explanation about that at all, so it doesn't work.0 -
NNN636922231101498803 wrote:
If I update the catalog to v20, I don't think I can go back to v12, but there is no guidance or explanation about that at all, so it doesn't work.
If you update the catalog to v20, Capture One will create a backup of the v12 catalog. If you do stuff in your new v20 catalog, you can't downgrade that to v12. But if you decide not to go ahead with v20 after using it as a trial, you can go back to where you were before the catalog was upgraded. I'm not sure where this gets stored in Windows but on a Mac, if you right click the .cocatalog file and choose "show package contents" you find it contains not only the new v20 catalog database called something like Holidays.cocatalogdb but also a backup with a name like Holidays.cocatalogdb.backup. You could rename that by removing the .backup from the end and open it with v12.0 -
I have just received my second email from Support.
It is an order link called "I ordered a free license for Capture One Pro 20 from you.".
By agreeing to purchase the product for free in Japanese yen (0yen), we were able to obtain a full license.
(* Your trial account has been suspended and you have been officially activated.)
In my first email reply, I sent you a screen capture to prove that I could not authenticate with the normal purchase procedure.
Thank you so much.0 -
NNN636922231101498803 wrote:
I have just received my second email from Support.
It is an order link called "I ordered a free license for Capture One Pro 20 from you.".
By agreeing to purchase the product for free in Japanese yen (0yen), we were able to obtain a full license.
(* Your trial account has been suspended and you have been officially activated.)
In my first email reply, I sent you a screen capture to prove that I could not authenticate with the normal purchase procedure.
Thank you so much.
Do you realise that you are not addressing Support here? We are your fellow users in a user-to-user forum.
Ian0
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