Paid €318 for upgrade, didn't receive key nor confirmation. Send email no reply
Last Sunday I've upgraded from Capture one 12 to 20/21 +145 styles. I paid through Capture One's website via Ideal. The money was deducted from my bank account but I didn't receive a confirmation email nor a new license key. I received nothing actually, you guys just took my money. I send an email immediately because but haven't heard anything since and it's now Tuesday afternoon!
Please take care of this ASAP and while you are at it take a look at your support options as well. for instance a contact number or chat option.
Thanks and kind regards,
TJ Schaap
-
Where did you send the email?
This is User to User forum in the main.
If you want to make contact with the specific Capture One sales process support team you are best advised to use the "Submit a request" function that can be found on many of the Support Site pages.
https://support.captureone.com/hc/en-us/requests/new
However in the first instance of problems with communications related to the Fastspring order process it is faster to contact Fastspring directly as they handle the sale processing and license issuing.
If that is what you did without any result then now may be the time to contact Capture One.
Just in case it is relevant in some way ... have you checked that you are looking for information in the correct email account, that there is no communication in the spam folder of the account and have you also logged into to your account with Capture One to view the known purchase history and current license details?
0 -
This Support Article provides some further information.
https://support.captureone.com/hc/en-us/articles/360002599077-Where-to-find-my-order-invoice-
0 -
Hi there,
I've send the email to ordersupport@captureone.zendesk.com and used the submit a request function as well.
Before doing this I checked my purchase history several times and also checked the manage licenses section but there was nothing to see. So that is why I've send an email to support. I needed the program on Monday for a job and tried to install the trial version again but that wouldn't run because I already used up my trail period. I think they should attend to such problems immediately since you by the software because you need it that moment not a few days later if it will be resolved in a few days. The few times I contacted support it always took a very long time before they replied. But now they took my money without giving me the software and there is no option to contact someone immediately about this? I think it's ridiculous. By the way contacted FastSpring as well, same story only able to send an email. Oh and now at this moment I receive an email that I should look under purchase history 🙄.
0 -
Oh sorry you've send me that link. I was under the impression it came from the help desk. Thanks but I looked at the purchase history from day one. Nothing there. I just think the order didn't go through but the money got deducted from my bank account anyway.
0 -
Is there any possibility you have 2 Capture One accounts? ( A "just in case" question that should probably be asked rather than overlooked!)
If you are a long time C1 user you may also have 2 separate purchase histories - before and after Fastspring involvement. Again, just something to consider but I get the impression you are already ahead of my suggestions in that area.
Your analysis sounds unfortunately plausible.
Would you still be able to work with a Trial copy while FastSpring look into the order processing problem?
Grant
0 -
No just the one. Well I opened a new account Sunday because I wasn't able the run the trial version of 20 again so I hoped it was possible when I opened a new account but apparently it's stored somewhere on the computer that you have ran a trial version before. I've deleted the preference file but that didn't help. For now I can use the beta of 21. Until so far haven't run into any problems. Is there another way I can contact FastSpring or is support@fastspring.com the only way?
Thanks
0 -
I suppose that you checked both accounts (the usual and the newly created) on CO.
In the Purchase FAQ you can find an answer if your were charged but order was declined:
In there is a link to a FastSpring-Support page, where you can ask that they "look up a charge":
https://fastspring.com/question-a-charge/#look-up-a-charge
0 -
Hi both,
Yes I did check both accounts but received an email yesterday evening from FastSpring stating that my order was completed.
So I assume something went wrong and they have corrected it since I don't believe it would normally take two days for an order to complete. Anyway thanks to the both of you 😊. Capture One Pro 20 is running fine now!
Cheers
0 -
Glad you got that sorted!
0
Post is closed for comments.
Comments
9 comments