[About Payment]

Hi everyone,

Our sincere apologies for the delay in getting back to you, our payment portal unfortunately experienced some down time on Wednesday/Thursday whilst the Affinity team were out of the office. We are currently looking into what happened and hope to update everyone who placed an order during that time at the earliest convenience.

If you have not already done so, please contact affintyorders@serif.com so we can update each of you individually about your specific order as we learn more.

[Cannot find my product key (split)]

I'm a bit puzzled by what any remaining questions there may be here, but I'll pick out some points raised, comment on them and hope that all the bases are covered.

On 3/16/2024 at 8:48 PM, chrisharries said:

as I bought it through a licensed agent

You bought directly from us on March 12
 

On 3/16/2024 at 8:48 PM, chrisharries said:

I can't use the product

I believe this is because "it is too advanced for the operating system that (your) Mac can handle" and not anything to do with where it was purchased.

 

On 3/16/2024 at 8:48 PM, chrisharries said:

or even revert to an earlier version

If this is referencing reverting to V1 which I presume it is given the operating system comments above, that would not be possible irrespective of where it was purchased and was answered perfectly by Paul ⤵️

12 hours ago, PaulEC said:

if you buy v2 you do not get a copy of v1 included with it! (This applies to all Affinity software whether you buy the Universal Licence or the individual apps).

 

On 3/16/2024 at 8:48 PM, chrisharries said:

I have no choice but to buy it again?

If you are considering buying again in the hopes you will receive a license to use V1, do not. It is not possible to acquire any of our V1 apps in any way since the launch of V2 on November 9th 2022.

 

13 hours ago, chrisharries said:

Just pointing out a marketing glitch

Can you highlight this glitch for us so we can take a look?

 

13 hours ago, chrisharries said:

Those clients who buy Affinity software through a licensed agency are not able to switch to an earlier version.

Clients who buy Affinity (V2) software from anywhere are not able to switch to an earlier (V1) version.

 

13 hours ago, chrisharries said:

though the buyer only finds out about these things in retrospect

We hope that no one will expect to receive our V1 apps with a V2 purchase especially as there is no mention of V1 on our V2 product pages, that said...
 

13 hours ago, chrisharries said:

other buyers need to be forewarned about this problem

...Anyone reading this in the future who is considering purchasing an Affinity app, please note that you will only receive the items that you add to your cart after completion of the purchase.

 

14 hours ago, chrisharries said:

In this forum it's been confirmed in various places that a person may compromise their entitlement /user options if buying through Apply or other agency.

Can you please elaborate on this?

 

14 hours ago, chrisharries said:

My option is to buy the product again, but directly through Serif

Hopefully you already know the answer to this from the comments above but to re-iterate - purchased Affinity Publisher 2 directly from Affinity (again) would not grant you access to any of our V1 apps.

 

14 hours ago, chrisharries said:

I may have to use a different identity in order to do that?

You would not, but we would discourage adding multiple Affinity Store accounts to the confusion.

[Unable to pay]

Hi @ploen, welcome to the Affinity forum.

We are sorry to hear about your experience whilst attempting to place an order through the Affinity Store. We have taken a look and checked over our payment portal but have been unable to replicate the issue you have reported, computers are funny things though so we do hear of this happening from time-to-time and there are several things you could try to help get the order through successfully.

 

Firstly the most common fix is to try a different payment option, so if you were attempting to pay with a credit/debit card, maybe try PayPal or any of the other payment options. If that is still unsuccessfully we can rule out any issues with the payment method you are trying.

From there we recommend ensuring that your web browser and anti-virus software is up to date, also check that there aren't any browser plugins that may be preventing the 3D Secure window appearing. The best way to do that is to try a different browser entirely. Also ensure that your firewall is not blocking any part of the payment process.

If the issue persists on that device, we also recommend trying the above suggestions from other device, maybe a tablet or a smart phone.

[Trouble Ordering V2 Upgrade + Add-On]

We've had an update on this from our Web Team who have advised that "The upgrade offer is a pre-built basket this is separate from the usual Store checkout. It's not possible to mix the two, the customer would have to place two separate orders."

We hope this helps  

[Trouble Ordering V2 Upgrade + Add-On]

Hi @ACDesignStudio,

If you first add one of the items to your cart, and then select the Affinity logo in the upper left you will be taken back to our homepage where you can navigate to other product pages to add further items. This method can be repeated as many times as required.

[Help! Got charged twice on my debit card, but only purchased once!]

Hi @Margaux Recon, welcome to the Affinity forum.

We can certainly look in to this for you, please reach out to our Orders team via email at affinityorders@serif.com.

[Correo o cuenta]

Hi @braulio tapia, Bienvenido al foro de Affinity.

¿Sería posible enviar una captura de pantalla de lo que ve en la aplicación y su recibo de la App Store a affinity@serif.com para que podamos investigar esto más a fondo por usted?

[Simultaneous usage of 1 license on 2 or more devices]

HI @flouz, welcome to the Affinity forum.

With the Universal Licence you can install the apps on all compatible devices within your home and used simultaneously by yourself and your family members.

[Can't log in to these forums as a user]

Hi @cochranaudio, welcome to the Affinity forum.

You original signed up to the Affinity forum with the same email address used on your Affinity Store account back in November. At that time we sent you an email with a link to verify your account. The link in that email was not ever clicked and you account was not ever verified.

We have now manually verified the Affinity Forum account that you created in November.

[Affinity designer 2 activation issues]

Hi @jaypeg, welcome to the Affinity forum.

Would you be able to contact affinity@serif.com and share your Apple purchase receipt with us so that we can advise on this further for you?

[From Designer to universal licence]

Hi @Hobgoblin, welcome to the Affinity forum.

Unfortunately we do not have an upgrade path from individual V2 apps up to the V2 Universal Licence.

We do have discounts from time to time and to be sure that you do not miss out, please keep an eye on our social media channels. As soon as any discounts go live, you can be certain that we will announce them there first.

If you have an Affinity Store account, you can also update your email preferences from within your account so that we can let you know of any discounts via email.

https://store.serif.com/account/details/

[Why is my account locked for 15/14 mins?]

Hi @Panchdara,

The messaged shown for unsuccessful sign in attempts is deliberately vague to prevent nefarious individuals from bulk trying different emails to attempt to discover if an Affinity Forum account exists for that email address.

It is the hope that users will know which email address they used for their Affinity Forum account, can double-check the email themselves for typos and should they continue to have issues signing in, will contact us directly for further advice.

 

[Can't log in to access v2 (split)]

Hi @Pema Dupchu, welcome to the Affinity forum.

I have been unable to locate any purchases or an Affinity Store account registered to the email address you have used to create your forum account. Could you please contact affinity@serif.com with your Order ID and any other email addresses you may have used so that we are able to look in to this further for you?

[Moving license between accounts]

Hi @CM Lowry,

It is not possible to move licenses between accounts.

Should you prefer the license on another account, you will need to contact affinityreturns@serif.com to request a refund and then place a new with the preferred email address.

[Affinity Pub2 will not install on Win7 SP1?]

Hi @nijineko,

As advised by carl123, Affinity Publisher 2 is not compatible with Windows 7.

You can find the full system requirements for Affinity Publisher 2 through the link below;

https://affinity.serif.com/publisher/full-feature-list/

[upgrade offer discount question]

Hi @paulos,

The upgrade path that is offered is from any number of V1 apps to our Universal Licence. We do not offer an upgrade path for single apps.

We do have discounts sporadically throughout the year however the Black Friday discount has historically offered the largest discount (unique instance discounts excluded).

The Universal Licence includes all three of our apps on all three operating systems that we create apps for (MacOS, Windows, iPadOS).

[Windows to Mac]

Hi @Russ W,

The Affinity software licences are not transferable, each of our V1 apps were sold separately for Mac and Windows, and each had their own license.

Unfortunately it is no longer possible to purchase new V1 app licences.

[Bought a V1 license through a key reseller but can't activate the softwares]

Hi @Llore, welcome to the Affinity forum.

We are sorry to be the bearer of bad news but there are no longer any official resellers of the V1 apps. This means that you will not have purchased a genuine licence and should contact the seller to request a refund.

[How to recover "old" account information]

Hi @Big_Stan,

The best thing to do would be to ask your granddaughter to contact affinity@serif.com. Once the team have some details from her they should be able to locate her account and advise how to re-install any past orders, 

[Customer support]

Hi @David Rich,

Our phone lines are usually open Monday to Wednesday from 9am until 4pm (UK), however the phone lines were closed early yesterday at 2pm.

We do not offer technical support via the telephone so if you require technical assistance please post the issue here on the forum, alternatively the support team can be contacted via email (affinitysupport@serif.com).

[Never received credentials for activation]

Hi @Luigi Casaretto, welcome to the Affinity forum.

Thank you for the follow-up on your issue, that is fantastic news and it is great that you were able to find the Need Help section that we added helpful in resolving this.

We'd also like to thank you for your feedback, we are always to looking to improve our apps where we can.

[Download Affinity on a new computer]

@Bluexkin Could you please contact affinityorders@serif.com with the Order ID (This should be on the PayPal invoice) and the team will be able to look in to this further for you.

[NON RIESCO AD ATTIVARE LA LICENZA SUL MAC]

Hi @Dario Carbone, welcome to the Affinity forum.

Please see this forum post for help activating any of our V2 apps;

If you continue to have issues activating your licence please contact affinity@serif.com with your App Store receipt and we can look in to this further for you.

[How do you move Affinity 1 Windows to a new Mac Pro ?]

Hi @Alf Gregory, welcome to the Affinity forum.

Please see the link below for info on Affinity app licensing.

 

[Will not downlaod with my version of Windows 10]

Hi @keith L, welcome to the Affinity forum.

It is not clear from your post whether you are trying to install one of the V1 apps you purchased a few years ago or the V2 app you purchased last year.

Assuming that it is the V2 app, our V2 apps do require Windows® 10 May 2020 Update (2004, 20H1, build 19041) or later to run as advised in the system requirements area on our website.

If however you are referring to one of our V1 apps, you should not have any issues running them on Windows 10 and if you could provide a screenshot of what you are seeing, we can look in to this further for you.