No Grace Period?
I am new to capture 1.
I tried it and liked it. I was at my local store something like 14 days ago and bought it. Fully aware that a new version was rumored to come out. My dealer told me that wouldn't be a problem, there is a grace period, so I don't need to worry. So i decided to buy it.
BUT: when i download capture one 11 it says my license is not suitable for this version. When I try to "purchase" the upgrade in the shop and enter my serial there it wants to charge me (I was hoping it would just check out with 0$).
So... Is there no grace period? Was my camera store ill-informed? Is there something I could do?
This is a bit frustrating, since I was explicitly told it wouldn't be a problem, i could have a free upgrade. And that's a lot of money, considering I could have waited just 14 days, if I had the correct Information.
Thanks.
I tried it and liked it. I was at my local store something like 14 days ago and bought it. Fully aware that a new version was rumored to come out. My dealer told me that wouldn't be a problem, there is a grace period, so I don't need to worry. So i decided to buy it.
BUT: when i download capture one 11 it says my license is not suitable for this version. When I try to "purchase" the upgrade in the shop and enter my serial there it wants to charge me (I was hoping it would just check out with 0$).
So... Is there no grace period? Was my camera store ill-informed? Is there something I could do?
This is a bit frustrating, since I was explicitly told it wouldn't be a problem, i could have a free upgrade. And that's a lot of money, considering I could have waited just 14 days, if I had the correct Information.
Thanks.
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I think you have 30 days.
Did you try using the key you already have on v11? It should work.
If not:
Assuming you registered on Phase One's website and activated your license, have a look at the license management and order history in your account. Based on that contact Phase One by creating a support case.
If you didn't activate you are still on trial license. Phase One cannot know about your serial number and maybe give wrong information.
Regards,
Hans0 -
There definitely was a 30 day grace period to upgrade for free. Make sure that you are not using the 'Sony' version for either the '10' copy or the '11' copy.
If that still doesn't work, I would contact Phase One through a Support ticket and they will be able to sort you out.0 -
Thanks for the replies.
I did activate it, but still, when I check the license management and order history in my account it says 119 USD. And that I have no license to upgrade for free...
Well I guess I'll file a support ticket. Hopefully that works.
Maybe that grace period was only available for certain versions and is not for 10 -> 11 ?:
There are generally no free upgrades to go to version 6, 7, or 8 of the software. The only exception is some users who purchased Capture One 7 immediately before the release of Capture One 8. ...
so it doesn't say anything regarding my case.0 -
And did you try to use your existing license key on v11?
Regards,
Hans0 -
[quote="NNN636458403946217873" wrote:
Maybe that grace period was only available for certain versions and is not for 10 -> 11 ?
There definitely was a grace period for v9->v10.0 -
Yeah, I tried that. To be clear: I downloaded capture one pro 11 - installed it - hit "activate" on startup and entered my serial - get profile - and pressed activate. (That same procedure unlocked the capture 10 without any problems)
Says: The provided license key is not valid for this version... (Or something like this, It says it in german on my machine)
Thanks for all the help. I guess only the support can fix this. Either that or I just burned 120€ excl. vat. ☹️0 -
[quote="NNN636458403946217873" wrote:
I am new to capture 1.
I tried it and liked it. I was at my local store something like 14 days ago and bought it. Fully aware that a new version was rumored to come out. My dealer told me that wouldn't be a problem, there is a grace period, so I don't need to worry. So i decided to buy it.
BUT: when i download capture one 11 it says my license is not suitable for this version. When I try to "purchase" the upgrade in the shop and enter my serial there it wants to charge me (I was hoping it would just check out with 0$).
So... Is there no grace period? Was my camera store ill-informed? Is there something I could do?
This is a bit frustrating, since I was explicitly told it wouldn't be a problem, i could have a free upgrade. And that's a lot of money, considering I could have waited just 14 days, if I had the correct Information.
Thanks.
Talk to your supplier as well.
I assume you paid and then downloaded and based activation on the key provided? Did the key come from the supplier? If so they can probably sort things for you.
Otherwise Phase support should be able to help.0 -
[quote="NNN636458403946217873" wrote:
Thanks for all the help. I guess only the support can fix this. Either that or I just burned 120€ excl. vat. ☹️
No need to be negative until you give Phase One support a chance to sort things out. There was a 30 day grace period from 10 --> 11. If you bought version 10 14 days prior to the release of 11, you are entitled to the free upgrade. If the process isn't working for you, then there must be some technical issue specific to your situation. Support will be able to help you much faster than a user-to-user forum.0 -
Hey,
yes, I used the key provided by my retailer. It came printed on the back of some kind of "credit card".
I am not negative. I will give the support some days to reply to my inquiry and could keep you posted if you are interested.0 -
[quote="NNN636458403946217873" wrote:
Hey,
yes, I used the key provided by my retailer. It came printed on the back of some kind of "credit card".
I am not negative. I will give the support some days to reply to my inquiry and could keep you posted if you are interested.
Fair enough - I am just trying to be re-assuring that this will get sorted out.
If you got the key from your retailer, they may have given you a key from a list they got from Phase One some months ago (I am not sure how getting a key works from a retailer). If so, then Phase One may associate that key with a sale that pre-dated their grace period, not knowing the date of your purchase just the date the key was given to the retailer. If you provide proof-of-purchase information to Phase One, that should be something they can sort out.
Can you report back on how this gets resolved, particularly if this is the issue? If so, others might want to consider that when buying software from a retailer rather than directly from the software company.0 -
Okay. I told you I keep you updated.
Phase One Customer Support sent me that:
Dear Sir
As you purchased it within the grace period your key has now been modified to activate Capture One 11.
All you have to do is to download and install it.
Use your current product key to activate.
Everything works well now. Great, fast customer support.
No explanation was offered as to why this happened, what the problem was. The assumption nbirkett had seems reasonable, but there is no way to be sure...
Looking forward to learning capture 1. Thank you guys for the kind words and help.0 -
Glad to hear the good news. Have fun using CP1. 0
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