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Where is my licence key

idar Sambu
I have been using CaptureOne for a lot of years. The other day I wanted to prepare for 21 by updating. I purchased my licence. Immediately my running licence key disappeared and I was not able to launch the programme. I did as told to deactivate and wait for new key through a mail from Fastspring. Nothing happened. No key no work done. On the way with the payment I got an error during purchasing and I now see I have paid twice for my upgrade. So now I am in deep shit. I have no activation, have paid twice and don't know who and where to contact to solve this.
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Comments

6 comments

Date Votes
  • SFA

    That sounds extremely unfortunate.

    Difficult to know what to suggest unless you still have the option to run C1 V20.1 as a trial for 30 days while problem is resolved.

    Do you by any chance have 2 emails addresses and the possibility that your mail has gone to the other one?

    If you use the Submit a request link there should be the possibility to send a message directly to people who deal with this sort of operational problem. However - how quickly you will get a response over a weekend I am not sure.

    I think you should also contact Fastspring since the immediate problem as described seems to be with them and their systems rather than Capture One. My guess is that the C1 staff would need to talk to Fastspring anyway so you may as well contact them directly.

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  • SFA

    Addendum.

     

    If you use the Community search facility and the word "fastspring"  you see see several articles listed under the Knowledgebase  section. From memory these include descriptions of processes to follow for the best and fastest ways to deal with purchase process problems and payment issues for all types of possible glitches in the systems.

     

    I hope this helps and good luck for a fast resolution.

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  • Permanently deleted user

    If you login to your account on Capture One and go to Manage Licenses, you can get your activation key there. That is assuming of course that your transaction was recorded by Capture One.

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  • idar Sambu

    In my order history the new key is not listed.

    My previous upgrade in January 2020 contains the key in the order history. Something must have gone wrong with the online purchase. 

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  • idar Sambu

    Great idea to use a trial license the coming days. Thanks guys for your help.

    (Nothing can compare to C1, that is why I get so frustrated. I tried Lr, but hell no, that is not an option)

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  • idar Sambu

    Just for you all to know:

    Fastspring told me now that they have found a problem with the license generator. 

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