Capture One Subscription has been deactivated

Comments

23 comments

  • monochromist

    TO CAPTURE ONE SUPPORT: Please help this customer, and then...

    Why not do what other high-end software companies have done to provide A++ Support. It is really easy. All you have to do is have one dedicated support person to monitor the forum. And when someone shows up with a real problem, that support person can provide the answer/assistance, or get them a direct line to someone to can help.

    It really is the least you can do, because reading these forums for the past couple of months have shown a company that is totally unresponsive and willing to allow paying customers to flounder in the dirt.

    Capture One, the evidence is there that things are not working. Doesn't a first-class product deserve first-class support? Don't paying customers deserve to get what they pay for?

    End of rant. Feel free to go on about your day.

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  • James Barnes

    Im having the EXACT same problem. At some level its good to know this isnt something native to just my system, but its imperative that I get work done and its scary now that im having issues that there is no number to call or human tech person available to talk to. I guess I have to just wait and lose valuable time until somebody responds.

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  • Wetouch Imagework

    Couldn't agree more @Allen Hardesty! 

    @James Barnes - Sorry to hear you are experiencing the same issues we are. I have checked around with several of our photographer clients and also other retouchers that we know and none of them are having the issues even though they upgraded to 21x yesterday. 

    We actually got a new Mac Pro cheese grater edition in to our offices today and I was super stoked to try out C1 on this one! I guess lightroom will have the first go (even though as I stated earlier it is just a lot more shittier program, but at least Adobe has chat support ++)

    Please update if you get a working solution and we'll do the same. 

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  • James Barnes

    I definitely will. This is so maddening! Its a snow day here in NY which is just perfect to edit through and now im stuck. Irritated to say the least... please keep me updated if your situation improves!

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  • Wetouch Imagework

    It’s evening here in Oslo and im hoping the issue will be resolved by tomorrow morning. I will be trying to remove all traces of C1 on one of our computers to see if we can install a trial version.

    We tried offline activation, but didn’t work.

    Keep u posted!

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  • Marty Kincel

    I'm having the exact same issue.  Online and offline activations are not working.

    I found the following fix, but sadly didn't work for me.  maybe you have better luck

    https://support.captureone.com/hc/en-us/community/posts/360014171937-This-is-how-to-activate-CaptureOne21-when-you-have-activation-issue-in-Windows-10

     

     

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  • James Barnes

    Hi all. So this is what I got to work for me

    For whatever reason my C1 subscription had ended and didnt auto-renew. It technically hadnt been renewed for almost two weeks but all my C1s on my other computers (C1 20) worked as usual. Upgraded to C1 21 must have triggered a check and stopped the program from working. Of course when you go into the website, its not obvious if your copy is up to date as far as billing. I went to my order history and only there saw that C1 was listed as a previous subscription vs a current subscription. So I had to re-subscribe for a year and then use the new activation code that was sent out to finally get this copy of C1 to work. So everything works now and I hope for you guys its a similar oversight that is causing your versions not to work. 

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  • Joel Alexander

    Super frustrating. Thankfully I'm not on set today.. 

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  • Sean Martin

    Same thing is happening to me. Tried to reach out via twitter/instagram DM hope to hear something back, but with the way I've dealt with customer service previously, I highly doubt it.

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  • Wetouch Imagework

    I woke up. 17 hours has passed since I created the support ticket and still no answer. WOW

    Thanks @Marty Kincel - I will try this when I get to work.

    @James Barnes - I am 100% sure we have an active subscription because I had to deal with capture one support in august this year regarding our subscription (which was horrible) and after a lot of emails back and forth they sent me to fastspring which resolved the issue within a couple of hours. 


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  • Wetouch Imagework

    I finally got an answer from support:

    "Thanks for bringing this issue to our attention. We are currently investigating what could cause deactivation of your license. Meanwhile, in order for you to be able to continue using Capture One, we have created a custom order with the same product you had but free of charge. Like this, a new license key will be generated that you can use instead of the previous one. Hope, this can help to avoid further interruption of your workflow."

    Getting this new code resolved our issue and we are able to use C1 on all of our computers now! I hope everyone who experiences the same as us gets a temp code ASAP!


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  • magnus hastings

    yes this has happened to me too   wtf?!

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  • Jukka Lämsä

    I have same problem, that is really stupid!!

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  • Wetouch Imagework

    Hey guys. Quick update even though the issue has been resolved as stated above. 

    From support:
    "It looks like the issue was caused by our payment system migration process. Your previous subscription was moved to our new payment platform,
    FastSpring, and your August payment was unfortunately processed incorrectly haven't been synced with the subscription itself. As a result, your previous license key was deactivated and the subscription was canceled."

    They are aware of the issue, so any new people experiencing this will probably have a quicker fix than what we did. Hopefully! 

    Merry xmas to all

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  • kawin ounprasertsuk

    I have a same your problem too. I sent request to support team but no one to answer to in my request .

    anyone can help me?

    Kawin

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  • kawin ounprasertsuk

    No one of support team contact to me so bad feeling of support team of capture one

    kawin

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  • Wetouch Imagework

    @kawin ounprasertsuk - They are slow to respond. Just continue to write replies in the same support thread you have opened! 

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  • Rajesh Sharma

    Did any of you manage to get it resolved?

    I had some issues when they migrated the account over to fastspring and now suddenly i m getting this error as well.

     

    These did not help

    - deactivating all licenses and activating again

    - upgrading to v21

    - offline activation

    I have submitted a support ticket, but i have a feeling this will not be solved soon.

    I can see that the initial activation always succeeds. but when app is launching it tries to verify activation through an api call. That API is what causes this issue

    honestly since the move to fastspring, i have been just disappointed every time with their support and buggy issues like this one :(

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  • Rajesh Sharma

    the hack provided by Marty did not work for me either

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  • Nick van der Touw

    Any updates on this issue? Same thing happened to me when I tried to open up Capture One Pro yesterday. I emailed support 21 hours ago but haven't yet received a response and need to get cracking on some work.

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  • Rajesh Sharma

    after waiting almost 2 days, i tweeted out to their support and cs created a new order which i had to re-configure etc. but at the end i could activate the app. it seems they are having a lot of issue like this and their CS is quite overwhelmed.

    tbh ever since they switched to fastspring i've only had bad experience. I couldn't use the app for two days where i had a lot of free time. I'm mad and i m not even a professional. so yeah im looking for alternatives and might even just switch back to lightroom if i dont find a decent alternative

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  • Paul Tortora
    • I have the same problem.  I tried hours on end from multiple machines but still can't get my CPRO20 to work.  Very frustrating.  No matter what I do, it tells me the account is deactivated as my opening screen.  I can't even get into my account subscriptions to see history. To add insult to injury, trying to reach tech support by phone is harder than one could ever dream of.  I don't even know if my monthly billing is still going on... will check that next.  Anybody get this resolved?
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  • Wetouch Imagework

    @Paul Tortora - Sucks to hear you are having these issues. You have 2 options.

    1. Create a support ticket and wait for someone from their team to reply and create a new serial for you.

    2.If you need to use C1 you need to get a trial license going and then do step 1. 

    Sorry, but this is so far the only fix available unless someone has come up with something. 

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