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I bought a Capture One 20 for Nikon (with free upgrade to Capture One 21) but I can't install Capture One 21

Alex Porras

I bought my online license last week at B&H and they had advertised that it was Capture One 20 for Nikon with free upgrade to Capture One 21. I received my license a couple of days ago and I can't install Capture One 20 nor 21. I had originally installed a trial Capture 20 for a few days, but now I am locked and there is no-one to call.

Where is the customer service number? Otherwise this looks like a forum search hell with hours wasted

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3 comments

Date Votes
  • Ian Wilson
    Moderator
    Top Commenter

    When you say that you can't install it, what do you mean? Have you downloaded the .dmg file successfully? If you run that and drag the Capture One 21.app file to Applications, as usual, does it successfully copy the app into the Applications folder? Or do you mean that you have been able to do all that but it doesn't like your licence code? (I assume that when you bought it from B&H you were provided with a licence code?)

    Ian

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  • Alex Porras

    Fair question: I have successfully downloaded both Capture one 20 and Capture one 21. I have also installed successfully Capture One 20 (13.1.3 for Mac) with the trial version key. Leaving Capture One 21 aside for a moment, the following are the processes I follow and I can't activate Capture One 20 with the license I recently bought ( I got the Capture One 20 for Nikon):

    Option 1:

    1. Deactivate the trial CO20 version (OK)
    2. Input the new license key in the pop up window (OK)
    3. Click on manual activation and insert the computer name and registration KEY in the website (Bad)
    4.  I get the message " Oops, this registration key is invalid. Please try again or get in touch with our support team (Where???)

    Option 2: 

    1. Deactivate the trial CO20 version (OK)
    2. Input the new license key in the pop up window (OK)
    3. Click on Online activation and insert my email, then click on get profile (OK)
    4. Then press on "Activate" (Bad)
    5.  I get the message " Could not activate because the activation profile is incorrect"

    Then, when I try to go into my account " Manage licenses" and click on "Manage subscription" or " Order History" I get prompted to provide my email from the "Fastspring" enabled page saying that I will get instructions in my email account, but I never get an email - I must have tried +20 times by now.

    This is frustrating, to say the least. Any idea or recommendation would be highly welcome 

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  • Permanently deleted user

    For Option 2, maybe the email address could be your issue:

    https://support.captureone.com/hc/en-us/articles/360002418837-Could-not-activate-because-the-activation-profile-is-incorrect

     

    Otherwise, contact support by clicking on "Submit a request" on the top right of this page.

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