NO ACCOUNT FOUND
I have renamed my application, renamed my computer, tried offline activation, online activation, deleted and re-downloaded the software, made sure no VPN or firewall was in use, and tried to get ahold of someone from the customer support staff over and over and over and I STILL cant get into my Capture One account.
anyone else having this problem?
-
It's not our customer support staff -- we're users just like you. I don't recall ever seeing such a screen. Are you using a subscription?
Since you are posting on this forum you've got a login name and password that works. Is that the name/password that is giving you the no account found message?
Anyway, I assume you Clicked on the Submit a request button and explained your issue. Hopefully someone for Capture One support will get back to you soon.
0 -
I honestly wasn’t aware that capture one even had a support staff. I’ve been trying to email them or get someone on the phone for months and I might as well be writing down the problem on a piece of paper and throwing it out the window.
I have an account
I have two subscriptions I am continuously charged for.
I log in on the website. And then I go to use the application and I get the screen that I attached above.0 -
But have you clicked on the Submit a request button? That is the only way I know of contacting support.
0 -
Yes. I have submitted numerous requests
0 -
HI,
Using submit a request results in a reference numbered support case and an email-based contact for information exchange, questions, etc.
You should also be able to follow the Case responses and your replies through your Account access in the Community area. Also issue prompts if you feel responses are not timely.
It seems like you are unable to log in to your account for some reason, at least for activating the installation. However, can you see this forum so it must be possible for you to log in to an account. Is it possible you have created 2 accounts and one gets you to the forum but another deals with your licenses?
If you are not seeing any email replies, have you checked your spam folder(s)?
Alternatively, at the top right of the Support screens you should find you login identity wiht a small down arrow beside it.
Click the arrow and you should see 3 options, the first of which is "My Activities".
This should then show 3 primary options. Requests, Contributions and Following.
Requests will be all of your Support Cases.
Contributions will be posts in the Forum replies to the posts of others or comments on Articles in the community Knowledge Base.
Following just allows you to manage which posts and articles you wish to be updated about when anything is added to them.
So if you have used the Submit a request option multiple times and never even saw a response email with a case number, then check the Requests using the access option above.
If you have entries listed but never an email then perhaps the reply email address is blocking things.
If there are no entries but you are sure you sent some then perhaps you used a different account to send them than the account you have used to access the forum and Support pages. If you have been a C1 user for several years there may be some potential for confusion as the internal system have changed over time and the separation of Support Functions for Software and Cameras resulted in some changes and re-registering for the new "Zendesk" system for Capture One. There was potential for confusion and duplication of account information during that time.
The Accounts admin people can help to resolve that but of course you first need to be sure that you can successfully communicate with them!
0
Post is closed for comments.
Comments
5 comments