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StevenS

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Posts posted by StevenS

  1. Hi @Ahmad Ghilman,

    We have been unable to replicate the issue you have reported.

    Here is some advice that hopefully may help.

    Please ensure 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 security window appearing (The Honey extension especially has been known to cause issues) or try a different browser such as Chrome or Firefox. Finally check that your firewall is not blocking any part of the payment process.

  2. Hi @svenland, welcome to the Affinityforum.

    Our Legacy accounts have now been archived and unfortunately it is no longer possible to access user accounts or the product keys that were generated.

    If you still have the software installed and registered on another machine you can locate the product key by selecting Help > Registration Wizard from the within the software.

  3. Hi @caroline daniell, welcome to the Affinity forum, I am sorry to hear that you have experienced these issues, our team would be happy to help with this is possible and should you wish to seek help for the issues you've encountered in V2, please post your question in our help section;

    https://forum.affinity.serif.com/index.php?/forum/5-affinity-on-desktop-questions-macos-and-windows/

    You can download your previous V1 purchase from within your Affinity Store account.

    Refunds can be request via affinityreturns@serif.com.

  4. My apologies, the first part of my advice was based on you having bought through the MacOS version of Affinity Publisher, and not the iPad version.

    The second suggestion however will work providing we use the correct app, so we will need to ascertain which one that was.

    You mentioned having bought it twice, is this order ⬇️ the one that is still active or is it the refunded order?

    image.png

    3 hours ago, Ewart100 said:

    Apple won’t refund this

    I would fully expect them to refund an order from December 19th as they offer a 14 day refund policy. Unless of course it is the one from the 19th that been refunded and it is an earlier order that they have said they will not refund? If that is the case, we need to see that order as it is imperative that we know which app it was bought through in order to advise correctly how to get you up and running. Can you please clarify which is the refunded Apple order and which is the order that is still in place?

  5. Hi @Ewart100,

    It sounds like there's been an activation attempt in one of the other apps. This has in turn been logged as an unsuccessful registration across all of the apps. We therefore just need to delete this record.

    1.   Go to ~/Library/Group Containers/6LVTQB9699.com.seriflabs/V2/
    2.   Delete the licence.dat and cs.dat files and the Receipts folder
    3.   Relaunch the app you purchased the Universal Licence (in your case this is Affinity Publisher)
    4.   Try clicking the Restore Purchase link at the bottom
     
    You should see a 'Thank you for your purchase' screen. If you click "Existing Customer? Sign In" and follow the in-app prompts to sign into the Affinity ID you want to register your licence against.
     
    Once that is complete it should appear against your account on this page. From this point you will be able to sign into every other app using the same Affinity ID.
     
    If for whatever reason the Restore Purchase button doesn't work. Click on 'Buy' against the Apps V2 Universal Licence. Please ensure this is the same app and licence you purchased. It should detect that your Mac App Store account has already purchased this and tell you this and restore the purchase. If it is a different one you will get charged again from Apple. When you click the 'Buy' button for the one you've already purchased you should be told by Apple that you have already purchased this and do you wish to restore your purchases. Click 'Yes'. You should then see the 'Thank you for your purchase' screen as mentioned above. If so again follow the in-app prompts to sign into the Affinity ID you want to register your licence against. That should complete successfully and you should have the app listed in your Affinity account using the link above. From this point you will be able to sign into every other app using the same Affinity ID.
  6. Hi @JohnD78, welcome to the Affinity forum.

    I too can see that you bought Designer and Publisher through the Affinity Store but I am not seeing an Affinity Store bought Photo licence. Our records show that an Affinity Photo licence bought through Apple's App Store.

    The link below will give advice on how you can re-download your App Store purchase.

    https://support.apple.com/en-gb/HT211841

  7. Hi Galiano,

    I would not expect you to still be having issues given everything that you have already tried 😐

    If the issue persists for you, the quickest solution would be to try using PayPal as the payment option rather than credit/debit card but should wish to try a few things to get the payment through with your card, here's some advice that may help.

    Please ensure 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 security window appearing (The Honey extension especially has been known to cause issues). Finally check that your firewall is not blocking any part of the payment process.

    Another way is to use the private/Incognito mode in the browser.

    The apps can also be bought from the Apple Store or Microsoft Store, as in-app purchases.

  8. On 12/5/2022 at 11:47 PM, stranded said:

    The option is greyed out.

    We are unsure why this may be and if I'm honest, until your message, the people I've spoke to here at Serif to get advice on this, did not know this was an option.

    As that is Microsoft's payment window, it may be worth reaching out to Microsoft for advice. Sorry, we cannot be any more help.

  9. On 11/29/2022 at 2:20 PM, cgaldieri said:

    They translate the website, but dont convert the currency

    The currency displayed on the site will default to that of the users IP location. Where the currency is not supported by our payment portal like in this instance with BRL the site will default to USD.

    On 11/28/2022 at 11:34 PM, cgaldieri said:

    i just want a cheaper license instead of a very expensive one

    We do not have any additional discounts available for V2 beyond the 40% off launch offer, sorry.

  10. On 11/29/2022 at 6:21 PM, TJ Mead said:

    Yes I did, but 2 weeks. Hmm

    I cannot see any emails in our queue sent from the email address you used to create a forum account. When you sent the email you should have received an email letting you know there are delays, but also with a ticket number for you query. Could you please let me know the ticket number so that I can see what has happened to the email you sent two weeks ago?

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