StevenS

Having taken a look at your account I cannot see any reason that you would not be able to purchase anything available on the site. Are you trying to purchase something via link on a third party site? I wonder if perhaps this is an old link that has since been removed 🤔 As Jeff requested, we really could do with a bit more info about what you are trying to purchase and how to shine a light on this.

Hi @msbieri, As a V1 owner who bought from the Microsoft Store, you would not need a product key, but you would need to ensure you download the apps again from the Microsoft Store and not directly from ourselves. Please see post below for help with that.

Hi @Steve Gait, Thanks for reaching out. The Serif legacy product line has now been discontinued, in addition the old Serif customer database has been shutdown and no longer accessible. Some common questions have been answered through the link below, however further support is no longer available. https://forum.affinity.serif.com/index.php?/topic/164377-information-about-the-legacy-plus-range/

Hi @Tomwrate, I have been unable to locate any accounts registered to your name or email address that include an Affinity Designer purchase. I'd advise contacting affinity@serif.com with your purchase receipt or Order ID so we can advise on this further for you.

Hi @sk maltare, welcome to the Affinity forum. We use a third party eCommerce partner - if the GPay option is asking that you enter your payment information we do not have any influence over that. The options are to proceed as it advised by entering the payment details, use an alternative payment option, or to considering purchasing via the App Store or the Microsoft Store.

Hi Anja, Welcome to the Affinity forum. Hopefully we can figure out the cause of this. Could you please send a screenshot to affinity@serif.com showing the product key entry screen (shown below) with the email address and product key entered, and the error message visible, we can then look into this further for you.

Hi @Kevin Likes Affinity, Welcome the Affinity forum! The Universal Registration Key that you are entering is not a Product Key. The seller on eBay should have provided you with a 25 digit product key that is in this format HPX6X-XXXXX-XXXXX-XXXXX-XXXX. Without that key, your purchase is useless. The 881887 code you have is for entry after installation not part of the installation process.

Hi @Dr. F, Willkommen im Affinity-Forum. Wenn Sie eine Mehrplatzlizenz erwerben möchten, wenden Sie sich bitte an unser Business-Team - https://affinity.serif.com/business/ Wenn Sie nur eine Einzellizenz benötigen, akzeptieren wir gängige Kredit- und Debitkarten wie Visa, MasterCard, American Express und Discover sowie in bestimmten Ländern PayPal, Apple Pay und Google Pay. Wir bieten keine Banküberweisung als Zahlungsoption für den Kauf einer Einzellizenz an. Wenn Sie also keine Kredit-/Debitkarte, kein PayPal oder keine Möglichkeit zur Nutzung von GooglePay oder Apple Pay haben, ist es nicht möglich, direkt bei uns zu bestellen. Die Apps können auch als In-App-Käufe im Apple Store oder Microsoft Store erworben werden, wo möglicherweise eine größere Auswahl an Zahlungsoptionen zur Verfügung steht.

Irrespective of the level of honesty of a person, the offer was exclusive to Affinity users who only own V1, to purchase for their own use, a V2 Universal Licence. The offer was removed from the welcome screen when it's deliver method was shared to global "discount" websites which anyone with internet access could access the offer. As a V2 Universal Licence owner you would not be able to have redeemed this offer for a V2 Universal Licence.

Hi @Passionworks, Welcome to the Affinity forum! All (up to 50) team members on a non-profit Canva account team can access Affinity. Each member should be added to your verified Canva for Non-Profit team. Please see this link for help signing into Affinity with a verified Nonprofit account?

Hi @dalchrome, Unfortunately the payment that was set aside for us by your bank was declined by our payment gateway due to the payment attempt timing as a result of a high volume of orders by people trying to take advantage of this offer. When this happens you may see a pending transaction on your account for a few days. This should drop back into your account once your bank realises we cannot collect the payment. We will not make any further attempts to complete the rejected payments.

Hi @Nick Rums, welcome to the Affinity forum. Past Affinity purchases can indeed be downloaded again for free however I have been unable to find any record of your purchase. Could you please reach out to affinity@serif.com with a copy of your original receipt so we can look in tot his further for you?

Hi @hh3, welcome to the Affinity forum. We have experienced a high volume of orders in the last few days, the result of which has meant that our eCommerce provider has not been able to process all of the orders simultaneously causing some to fail. This has in turn resulted in a high volume of emails to our Customer Service team. They are working through that backlog and will get back to you as soon as they are able. We can assure you however that you will not be out of pocket and we thank you for your continued patience.

Hi @KarChung0930, We do not have any site wide sales running currently so whatever price you are seeing is the correct regular price.

Hi @M. S., welcome to the Affinity forums We have not experienced any issues with Digital River ourselves and our site will continue to offer Digital River for the foreseeable future.

The Welcome screen route was inadvertently set up in a way meant it could be abused. As such it was removed from the Welcome screen. Please contact affinity@serif.com and the team will be able to check eligibility and offer the same upgrade path via an alternate means.

Hi @Paolavarua, welcome to the Affinity forum. Closing your account would remove your entire Affinity Store order history. This cannot be done remotely, but you can request for your account to be closed/deleted by contacting dataprotection@serif.com. Please note that closing your account would not have any affect on existing installations, only prevent any future licence activations. It is not possible to logout of the Affinity apps remotely, however if the Affinity apps are not used for 30 days, a sign-in request will appear in the app which would lock out further use without a successful sign in.

Hi @Domi70, We are no able to locate any Affinity Store accounts that use the same email address as that which you have used for your Forum account. Could you please contact affinity@serif.com with an Order ID so we can look in to this further for you?

Hi @undercovergypsy, 2FA can only be enabled on an Affinity Store account by someone with knowledge of the accounts login details. We can see that it was enabled on your account earlier this year. Should you now wish for 2FA to be removed, please contact affinity@serif.com. Please be sure to include your name as it appears on the Affinity Store account along with the date of the most recent purchase on the account and the last 4 digits of the card used to complete that purchase.

Hi @rtteachr, We do not have any news to share at this time but we are working diligently to get this ready at the earliest convenience. Should you have any specific questions, please direct them to edusales@serif.com.

Hi @davide azzaroni, 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 been unable to replicate the issue you have reported, we do however 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. 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.

Hi @dwraithe, welcome to the Affinity forum. It appears that for a small window of time, payments made through our store were not converting to successful orders. This has however since corrected itself and our apologies for any inconvenience this might have caused. We have contacted Digital River to ask them to reverse the funds back to you and will confirm when this has been done by replying to the email that you also sent to us.

The error message you are seeing does indicating that either the Affinity ID or the password is incorrect, unfortunately we cannot deduce which of the two it might be from your image. Perhaps you could contact is via affinity@serif.com without the blur on the email address so we can rule out the email address being mistyped Whilst you may be confident that both are correct, once we've ruled out it being the email, it leaves only that the password that is incorrect or we would be seeing a different error message entirely. We would encourage typing the password in manually rather than with a password manager or copy/pasting the password (if that is how it is being entered). We also suggest checking your password manager as we have had reports of some password managers saving two Affinity passwords entries (one for serif.com and a second for affinity.store) If that still fails would be to reset the password using the "Forgot your password?" link on screen and try again manually after the reset with the new password.

Just to confirm the above, the discount offer and the trial are not linked. Our current sale will come to an end on August 15th. We do not currently have any future sales info we can share for later in the year, however we have historically offered a Black Friday discount.

Hi @J-Dog, When you set up MFA (multi-factor authentication) on your Affinity Store account you can opt for the codes to either be generated in an authenticator app or to be sent via email. There is no option to have authentication codes sent to you by text and we do not hold any phone numbers for our users. We can see that your MFA was set up to generate in an authenticator app so please be sure to check that app for the correct code. Please note that the code will refresh every 30 seconds.