hassanshahid

At the end of the day Serif is a business not my childhood friend. I paid them and I didn't get my product. It's not my job to protect the Affinity brand. Never mind actually resolving an issue, I haven't even had an actual person acknowledge my ticket. It's been almost a week. "We have small team", not my problem. Your team should scale up with your size. The mods claim it's a "small subset" of the user base so it shouldn't be taking weeks to even get a response. I'm not sitting around waiting for weeks to maybe have them finally respond and even then, they may or may not fix my problem and either refund the money or grant a license. I'm getting a chargeback through the bank tomorrow. One week is long enough.

Interesting. Guess there's no point waiting much longer. If they haven't been able to get back to anyone or even address the issue with half of last week then I don't have much hope they'll do anything this week.

If by second level authorization you mean getting a code on your phone that you have to input, I even got that, and the payment still "failed" and charged my card anyway. If it's something else, then yeah IDK. I'm running out of patience. Going to chargeback if I don't get a solution from Affinity today.

It's either Serif or their payment partners, I don't know which and frankly don't care. There are people from all over, using different banks. It's not very plausible that several banks across the world are all collectively failing. I bought some stuff on Steam yesterday, same card, same bank and payment went through fine, and I got my stuff. Serif seems to be doing absolutely nothing about this. "It's a small subset of users" well then guess we'll just go to hell then? How would Serif feel about handing out the license to this "small subset" of users, after all it can't be too big of a loss since it's such a small number of people and doesn't warrant any response or immediate action... Having a problem is one thing; having no meaningful response or public statement to address the issues, no replies from support and only excuses is just incompetent.

Yeah, haven't heard back from the yet. No one else has replied to this thread either. Only issues posted, no resolutions. I'm waiting another day at best and then charging back through my bank.

I paid with MasterCard. The payment issue seems to be happening with credit/debit cards. Paypal seems to work. I don't have Paypal and either way my card's been charged. Either I get a refund, or they give me the license. Not paying again.

So, lots of people have had their cards charged but been told the purchase failed and not gotten a license. I've contacted the support team and I'm curious if anyone has actually heard back from them on this issue and if they're sorted it out for you, or no? We keep hearing the team is busy and they're working on it so... are they? Because if no one has had their money refunded or license granted then might as well charge back through our banks.

Well clearly this isn't a one-off issue. Maybe Serif should disable purchases and focus on fixing it instead of having more failed purchases and more support tickets. I've had my card charged, no license and no real response from Serif. I'm waiting another day at best and disputing the charge with my bank if I don't hear back from Serif.

@claudermilk I got that too. Haven't contacted the bank yet since Serif support might sort it out.

Same thing happened to me. I tried to purchase Designer and my card was charged but the site said my purchase failed and I don't see any license or anything in order history. I really hope support can issue a refund or grant me a license. Not a great start. I emailed support as well. Waiting to hear back.