Author Topic: Problem with the license.  (Read 3062 times)

2019-08-15, 20:51:20

Feodor

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Hello
Please understand my situation and solve the problem as soon as possible. It seems that tech support does not understand what happened. All day I can’t work and I don’t know how long this situation will last. My project could fail. That's what happened:
There was a problem with the license. My card details have changed due to which the auto payment did not go through. I went into my personal account and made a purchase using a new card, the money was withdrawn from the account, a letter with confirmation of payment was sent to the mailbox, but for some reason the payment data did not change in my personal account. As a result, the product is paid for, but I still can not use it.
Technical Support Answer:
________________________________________________________________________

Hi Feodor,
 
According to our system, the payment has failed due to the card being marked as expired. Can you please check that the ard is still valid. If you have a new card you can update your customer zone information by doing the following:
 
Please try the following:
1. Visit your subscription management link
2. Go to "edit subscription" > "update payment method"
3. Enter your payment information again
4. Save the changes
If this is successful, then the "update payment method to avoid cancellation" warning will disappear.
If this is not successful, then you can purchase a new subscription, and then we can cancel this one.
Please notify me once you update your payment method, and I will then check what is the status of the issue.


________________________________________________________________________

Firstly, in my account I did not find links to"edit subscription" > "update payment method". I wrote about this in technical support, to which I did not receive an answer.
Secondly, "Enter your payment information again...." - that is, they told me to do what I already did earlier. Payment was successful, money was debited from the card, a receipt of successful payment came
https://sites.fastspring.com/coronarenderer/order/invoice/COR190815-7073-28336
but the license was not activated. To my repeated letter about this, technical support replied:

________________________________________________________________________

If any money was extracted from your account and the purchase was then canceled by our system. The money will automatically be returned to your account. This process can take up to 7 workings days but in most cases, sooner. If it hasn't done so by then please contact me and I will investigate further.
________________________________________________________________________

But the system did not cancel the purchase, there are no reports of this anywhere. Payment was successful. But in my personal account this order is not displayed and the license is not activated. No one can solve this problem. It seems that my letters are answered by robots who do not read what I write. I can’t work and what should I do? Install a pirated version? But my projects are made with corona-5-3dsmax-daily-2019-08-07...
I really hope for an understanding and a quick solution to the problem.

2019-08-15, 21:45:12
Reply #1

TomG

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Only support can assist you as only they have access to the licensing system. Do please reply to their response to you and ensure your ticket stays open and you pass along all the most recent information - nobody on the forum can assist, sorry.

2019-08-16, 07:00:32
Reply #2

Feodor

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Only support can assist you as only they have access to the licensing system. Do please reply to their response to you and ensure your ticket stays open and you pass along all the most recent information - nobody on the forum can assist, sorry.

I wrote here because the tech support was incompetent. She did not explain and did not help. Am I able when I do not know whether to wait for help or not, to wait for a refund, or not? Communication with a specialist as with Alpha Centauri, a very long time to wait for an answer. And from their answers only questions and a feeling of uncertainty arise.

2019-08-16, 11:57:11
Reply #3

maru

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This is already solved. Feodor has actually purchased two subscriptions using two different email addresses, and this caused the confusion. The solution was to use the new email address for activation (the one which was used during the purchase of the new, active subscription).
For the future: please note that the Corona license is registered to the email address, which was used during the purchase (the one entered in the ordering form). If you already own a subscription under some email address, and then you purchase a new one using a different email address, this will result in having two subscriptions under two different email addresses. Obviously we can easily fix that, so such cases should be always reported to support@corona-renderer.com or https://coronarenderer.freshdesk.com/support/tickets/new

Thanks!