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@Fillou2 We've edited your ticket for your security to remove the order number and other personal information. From the order number you gave, it looks like you ordered from Microsoft. The V1 Microsoft versions have been removed from the Store, but if you've bought them previously they'll still be within your applications and you can still access them from your account. Here's an article with more information. https://www.howtogeek.com/701390/how-to-reinstall-apps-youve-purchased-from-the-microsoft-store/

@Konul The V1 iPad/Mac versions have been removed from the Store, but if you've bought them previously they'll still be within your applications and you can still access them from your account. You can find out more here. https://support.apple.com/HT211841

@John Biondo If you bought your V1 software from us, sign into your Affinity Store account here. you can access your order from the 'downloads and product keys' section of your account. The V1 iPad/Mac and Microsoft versions have been removed from their Stores, but if you've bought them previously from Apple or Microsoft, they'll still be within your applications and you can still access them from your account. If you are not finding them in your account please contact Apple or Microsoft for assistance.

@svenland Old legacy accounts are now closed. Unfortunately we are no longer able to provide replacement downloads or product keys to software of this age. Apologies for any inconvenience.

@Anjux3 As we discussed by email this morning, the license will only show in your Affinity Store account after the activation is completed. At the moment I'm waiting for you to send a copy of your Apple invoice to me by email. As soon as I have that, I'll get back to you with more advice on how to go about resolving this.

@stuck If you haven't already ordered via Paypal or via Apple or Microsoft as Walt suggested, here's a link to an article on our forum covering failed payments. From what you've said, it may be connected to having a saved card in your account, so it's certainly worth following the advice to delete any saved cards. Can I also suggest making sure you have cookies enabled for our site and that your browser is up to date, or trying again with a different browser. You'll need to be quick, the offer is technically over. Although sale prices are currently still showing on the site, we can't guarantee how long that will be the case. https://forum.affinity.serif.com/index.php?/topic/153756-payment-failed-to-process-and-its-taken-my-money-what-can-i-do/

@Carlos Moré Aquí hay un enlace a un artículo en nuestro foro que cubre los pagos fallidos. También puedo sugerirle que se asegure de tener las cookies habilitadas para nuestro sitio y que su navegador esté actualizado, o que intente nuevamente con un navegador diferente. Si aún necesita ayuda con este problema, envíe un correo electrónico a affinityorders@serif.com https://forum.affinity.serif.com/index.php?/topic/153756-pago-falló-al-procesar-y-se-tomó-mi-dinero-qué-puedo-hacer/

@Lynne Stone Can I suggest resetting the password, are you using a password manager? If so please manually set the password to something of your choice instead. Please only use upper and lower case characters and numbers with no special characters. @TonyL8671 We've had some reports of this being connected to WIFI issues. Please try turning off your WIFI and closing the program. Please then re-open the program and reconnect to your WIFI. This should fix the issue.

@Andy Morales Parece que hiciste un pedido en Apple Store. Solo tendría una clave de producto V1 si nos hubiera comprado directamente. La versión de Apple se valida a través de su tienda, por lo que no necesita una clave. Las versiones V1 para iPad/Mac se han eliminado de la Tienda, pero si las compraste anteriormente, seguirán estando dentro de tus aplicaciones y aún podrás acceder a ellas desde tu cuenta. Si no los encuentra en su cuenta, comuníquese con Apple para obtener ayuda.

@LuxON We've had some reports of this being connected to WIFI issues. Can I suggest turning off your WIFI, closing the program, then reopening the software and turning the WIFI back on.

@Franco69 Here's a link to an article talking you through license activation. If you've followed this process and this isn't working for you, please email affinity@serif.com and we'll look into this further for you. https://affinity.serif.com/en-gb/learn/in-app-licence-activation-affinity-store/

@earl_grey If you can email affinityreturns@serif.com we can look into this for you.

@kimHW You'll find an article on activating Apple Store orders here. https://affinity.serif.com/en-gb/learn/affinity-licensing-registration-and-activation-guide-mac-app-store/ From the screenshot you provided it looks like you my not be seeing the registration option in the software. You'll find advice on overcoming this issue here.

@Cask For the iPad version please close the app, turn off your WIFI and the app back on, then reconnect to WIFI. This should solve your issue. The MacOS and Windows issues sound like they may be caused by a firewall. Can I suggest turning off any firewalls and trying again.

@Lloyd McFarlin We would not be able to move an order on our end I'm afraid. You could try asking Apple if they would be able to move your order to a difference Apple ID.

@wkim Here's a link to an article on our forum covering failed payments. Can I also suggest making sure you have cookies enabled for our site and that your browser is up to date, or trying again with a different browser. If you still need help with this issue please email affinityorders@serif.com https://forum.affinity.serif.com/index.php?/topic/153756-payment-failed-to-process-and-its-taken-my-money-what-can-i-do/

@Robin G Here's an article talking you through how to activate apps bought with Apple. If you need any help with this, please email affinity@serif.com https://affinity.serif.com/en-gb/learn/affinity-licensing-registration-and-activation-guide-mac-app-store/

@Peter1208 If you can email affinityorders@serif.com we can help you with this.

@sedatefobia You should find that clearing your Microsoft Store cache fixes the issue. Here's an article talking you through the process. https://www.windowschimp.com/wsreset/

@sedatefobia Our developers are looking into what may be causing this to happen. I'll get back to you once I hear back from them. We would not be able to match the Microsoft price I'm afraid.

@confusedprepper Exactly as @walt.farrell says. The reserved funds should be back with you once your bank realises the payment could not be collected. If you're read through the article and need further clarification on this, please email affinityorders@serif.com

@HawkSE Unfortunately, we are unable to offer additional V2 upgrade discounts for V1 purchases made more than 90 days before launch. However, all of our V2 apps, including the Universal Licence, are now available for 40% off — something we decided to do as a gesture of goodwill so all existing V1 customers have an opportunity to upgrade at an incredible price. This offer is only on for a limited time, so please bear this in mind.

@gombarcik There is no need to uninstall and reinstall. Your license will automatically update without you needing to do anything in the software.

@Mvpixel @DreamEngine Here's a link to a post where our MD explains our thinking on this, and other V2 related matters in detail. https://forum.affinity.serif.com/index.php?/topic/172853-affinity-v2-updates-pricing-and-no-subscription/

@Ard Molenaar If you can email affinity@serif.com we can look into this for you.