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Unable to license 10

nigel turley
I am unable to license 10 - I wasn't given a new code when I bought an upgrade from 9, and the license code for 9 doesn't work. My profile hasn't got any licensed software showing. Anyone else having problems?
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17 comments

Date Votes
  • HansB
    I upgraded, received a new license code and an order confirmation email. My profile is updated to v10. So everything's fine.
    But I'm having trouble accessing the website because of random 'Server Error' messages.


    Regards,
    Hans
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  • nigel turley
    OK - thanks. Looks like it's my problem then. I'll raise a support call...hoping Phase One can sort it before my trial period runs out!
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  • Steve Babb
    [quote="NN635837921732586454UL" wrote:
    I am unable to license 10 - I wasn't given a new code when I bought an upgrade from 9, and the license code for 9 doesn't work. My profile hasn't got any licensed software showing. Anyone else having problems?

    Hi, I've the same problem with no licence in my profile. I've also mailed support, but no reply yet. Did you get it resolved?
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  • SFA
    At a guess it's the usual activity frenzy hitting the servers on new release and new activations day.

    Run as a trial for a few days until thing calm down?


    Grant
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  • NNN635401230225877027
    I've the same problem with no licence in my profile. I've also created support ticket, but no reply yet. ☹️
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  • nigel turley
    I posted the original message - had some discussions with Phase One support via Facebook yesterday and I'm sure they'll sort things out for all of us. The trial version is unrestricted so I'm happy to carry on using that till my license code arrives...
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  • NN634717445209950141UL
    I have the same issue. no license showing and no reply from Phase One. Very poor!
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  • volp
    [quote="Stevebuk" wrote:
    [quote="NN635837921732586454UL" wrote:
    I am unable to license 10 - I wasn't given a new code when I bought an upgrade from 9, and the license code for 9 doesn't work. My profile hasn't got any licensed software showing. Anyone else having problems?

    Hi, I've the same problem with no licence in my profile. I've also mailed support, but no reply yet. Did you get it resolved?
    [quote="NNN635401230225877027" wrote:
    I've the same problem with no licence in my profile. I've also created support ticket, but no reply yet. ☹️
    [quote="NN634717445209950141UL" wrote:
    I have the same issue. no license showing and no reply from Phase One. Very poor!
    [quote="NN635837921732586454UL" wrote:
    I am unable to license 10 - I wasn't given a new code when I bought an upgrade from 9, and the license code for 9 doesn't work. My profile hasn't got any licensed software showing. Anyone else having problems?


    I've got the same issue - no license key in confirmation mail and online! I contacted the support via ticket system many times (this is 20 hrs ago) and wrote long messages on Facebook, too. Nothing happened till now and I can not work on and have downtime.

    So now I read, that I am not the only one with these kind of problem. What is wrong with the support? Why is nobody answering or giving a feedback? Is there anybody out there at Phase One? As I wrote on Facebook: "This is not the kind of customer support which I expect from a company which sales 40+K cameras and a well known software. You provide to me as customer no phone number and no mail address - only a online ticket support system which is apparently not working well. I "bought" an update for your software and did not received (...) a key to unlock the update/software. Just the confirmation mail "without" a key. It is a big problem, because there's data I need to develop. (...)"

    I am very disappointed and annoyed. Phase One is offering a new software and the payment system debited the money - but it sent no new liecense key and they do not consider it necessary to inform me or to react at all. I can not work on and that is not my fault!

    PHASE ONE GET YOUR WORK DONE!!!!
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  • nigel turley
    Version 10 will work without restrictions in trial mode for 30 days. Not ideal and hopefully Phase One will provide the licenses before this expires!
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  • volp
    [quote="NN635837921732586454UL" wrote:
    Version 10 will work without restrictions in trial mode for 30 days. Not ideal and hopefully Phase One will provide the licenses before this expires!


    Thank's for the info - but this is not, what I paid for!
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  • SFA
    [quote="volp" wrote:
    [quote="NN635837921732586454UL" wrote:
    Version 10 will work without restrictions in trial mode for 30 days. Not ideal and hopefully Phase One will provide the licenses before this expires!


    Thank's for the info - but this is not, what I paid for!


    Yes it is, in effect.

    What you paid for is the ability to continue to use the software after the trial period has ended. I think you can be quite certain that you will be able to do that once the administrative process problem, whatever the cause, has been corrected.


    Grant
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  • volp
    [quote="SFA" wrote:
    [quote="volp" wrote:
    [quote="NN635837921732586454UL" wrote:
    Version 10 will work without restrictions in trial mode for 30 days. Not ideal and hopefully Phase One will provide the licenses before this expires!


    Thank's for the info - but this is not, what I paid for!


    Yes it is, in effect.

    What you paid for is the ability to continue to use the software after the trial period has ended. I think you can be quite certain that you will be able to do that once the administrative process problem, whatever the cause, has been corrected.


    Grant



    Yes, you are right, but for me the silence of PhaseOne is inappropriate. If there is an error, this can happen. But then you inform your customers and don't let them wait for over 20 hrs...
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  • nigel turley
    I have just received a reply from tech support regarding the case I logged. They have refunded my upgrade cost and provided a new version 9 code so I can reorder - the only issue for me may be that I lose out due to currency conversion to abd from euros but at least I should get a licence code.
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  • Paul Steunebrink
    When you buy Capture One, on checkout there is a message that a confirmation mail will come in 1-2 days...

    Most of the time it is delivered instantly, like I had yesterday, but others got stuck in the queue. Still have your 30 day trial...
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  • nigel turley
    [quote="Paul_Steunebrink" wrote:
    When you buy Capture One, on checkout there is a message that a confirmation mail will come in 1-2 days...

    Most of the time it is delivered instantly, like I had yesterday, but others got stuck in the queue. Still have your 30 day trial...


    Thanks Paul - the problem in the cases reported here and on Facebook is that the confirmation emails arrived but no license code for version 10 was included - neither was it available in our profile pages on Phase One's website. Further, the upgrade process disabled the version 9 license code so we've been left without any live code to use for Capture One. Phase One have apologised for the system failure that caused this but the only option they have is to generate new version 9 codes with which we can repurchase the upgrade.
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  • Paul Steunebrink
    [quote="NN635837921732586454UL" wrote:
    [quote="Paul_Steunebrink" wrote:
    When you buy Capture One, on checkout there is a message that a confirmation mail will come in 1-2 days...

    Most of the time it is delivered instantly, like I had yesterday, but others got stuck in the queue. Still have your 30 day trial...


    Thanks Paul - the problem in the cases reported here and on Facebook is that the confirmation emails arrived but no license code for version 10 was included - neither was it available in our profile pages on Phase One's website. Further, the upgrade process disabled the version 9 license code so we've been left without any live code to use for Capture One. Phase One have apologised for the system failure that caused this but the only option they have is to generate new version 9 codes with which we can repurchase the upgrade.

    thanks for the heads-up
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  • volp
    Finally I received an answer from support team.

    Hi Jan,
    Thank you for reaching out.

    I apologize many times but unfortunately we have experienced some technical issues which means that our system has not been able to generate a license key for your order. I have therefore refunded your upgrade order so you can make a new one and receive a license key.

    Please use the Capture One Pro 9 key below to make the upgrade order.

    XXXX-XXXX-XXXX-XXXX

    Once again, I apologize for the inconvenience, and feel free to let me know if you have any questions

    Best regards,
    Ca***** - Phase One

    My money was repaid, I ordered again and now I received a new confirmation mail (beside the order history in my account) with a correct license key. Thank you for that Phase One + Ca*****!

    Keep it up with the good software and please hurry up (a bit) with your support!
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