Speak to real person about billing issue

billtils

• June 04, 2021 09:32

I'm on C1 for Nikon using the subscription plan, paid through FastSpring and PayPal.  I got an email from CaptureOne telling me that the June 2nd payment did not go through.  I've been on that system for 10 months with no probems and NOTHING has changed in the way the payments are set up at my end.   I've spent AGES trying to debug/fix without success and really MUST speak to a real human in Capture One - does anyone know how to do this?

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  SFA

  • June 04, 2021 12:30

  Use the Submit a request option and choose the best option that relates to the problem - not the technical group!

  That should give you an email exchange. I think you can expect faster contact with accounts and billing then from tech support.

  There is also a direct email link somewhere on one of the FAQ pages.

  You have probably already seen these links but I'll offer them as possible resources to try until you end up in a conversation with either C1 or Fastspring. They prompt some useful additional ideas to follow.

   

  How to change payment method or update credit card information? – Capture One

   

  All about Capture One licenses – Capture One

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  SFA

  • June 04, 2021 12:39

  I'm not sure that this email address is certain to apply in your situation but it may help to make a connection to someone who can heklp you.

  ordersupport@captureone.zendesk.com

   

  Found here:

  Can you help me with a product I purchased? – Capture One

   

   

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  billtils

  • June 04, 2021 12:40

  Thanks SFA.   Yes I tried both C1 and FastSpring but got nowhere.   I've cancelled the PayPal autopayment and have gone through the steps to change to credit card and the reminders have stopped but no debit showing on my online CC statement. 

  There are 4 debits (for the wrong amount, £10 not £9.99) showing up in PayPal but no actual account deduction.  I'm totally mystified which is the main reason for wanting to speak to a real person (apart from an in-built objection to being forced to do something as complex as tracing the reason for the problem by only using the limited options in the online systems).

  The £10 rather than £9.99 and absence of an actual charge to the account suggests it's a screw up somewhere in FastSpring.

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