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StevenS

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Posts posted by StevenS

    How to purchase as a Christmas Gift

    in Customer Service, Accounts and Purchasing

    Posted

    1 hour ago, Corgi said:

    Would it be OK for me to purchase a second universal v2 license under my own account and then, when the time comes, install and register it myself (using my own credentials) on the gift recipient's computer?

    Potentially, however issues may arise if they ever need to install again for whatever reason and they would not be able to do so quickly or easily.

    1 hour ago, Corgi said:

    Or is it only 1 universal license per individual account?

    I am not aware of such a restriction, but it would make sense for there to be one. With there being no gifting option two Universal Licences on one account would not be needed.

    I cannot think of a practical workaround at this current time, but I will continue suggesting a gifting option be added in the future.

    Payment being declined across all credit cards

    in Customer Service, Accounts and Purchasing

    Posted

    18 minutes ago, DGee said:

    I don’t understand why nobody replies to our emails given the situation.

    Our teams are extremely busy at the moment and trying to work through all of the email contacts (7000+) over the last 2 days. We thank you for any patience you can afford as we endeavour to answer everyone's queries as quickly as we can.

    21 minutes ago, DGee said:

    These problems which are widespread BTW judging from what I see here and on twitter simply don’t happen anywhere else.

    Indeed, and they do not usually happen this frequently on our site either, however the last few days have been quite unprecedented with the volume of traffic both our site and payment systems have experienced, something that most sites don't usually experience day to day.

    Payment being declined across all credit cards

    in Customer Service, Accounts and Purchasing

    Posted

    We have been unable to replicate the issue you have reported, but we do hear of this happening from time-to-time.

    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.

    As required in Europe, our payment portal uses 3D Secure for all transactions, this is not the case in all other regions so it may be that your card cannot purchase through portals that use 3D Secure, or your bank is not yet setup to accept payments that use 3D Secure. As this is not something we have any control over, you will need to discuss this with your bank.

    If you have purchased using a 3D Secure payment portal in the past and you know that it is not the above that is affecting the order, 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 entirely. Finally check that your firewall is not blocking any part of the payment process.

    Discount Timeframe

    in Customer Service, Accounts and Purchasing

    Posted

    5 hours ago, CM Lowry said:

    Any hint? Christmas is expensive, still be going in January?

    I have no input or knowledge of the end but based on experience and a bit of guess work, the launch offer will certainly have ended in January. Discount periods mean a high volume of emails, tweets and other queries. We shut down over Christmas so those emails, tweets and queries would go unanswered. So with that in mind, expect the sale to have finished by Christmas, additionally, given the surge in "I just missed the launch offer" contacts, it is likely to end sooner than that.

    Error message when check-out

    in Customer Service, Accounts and Purchasing

    Posted

    Hi @karin.eggimann, welcome to the Affinity forum.

    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 secure payment screen from appearing (The Honey extension especially has been known to cause issues) or try a different browser entirely. Finally check that your firewall is not blocking any part of the payment process.

    If the issue persists, please contact affinityorders@serif.com.

    Cannot find my license/key under account

    in Customer Service, Accounts and Purchasing

    Posted

    Hi @lapinobel,

    I have been unable to locate your purchase with the details available and rather than ask you for them on a public forum, could you please contact affinity@serif.com so that I can do a bit more digging and hopefully locate licence?

    If you could include an Order ID or any other email addresses you may have used at the time of purchase in the email it would help immensely.

    Thanks!

    I want to recover Designer and Publisher from old MacBook Pro to new iMac, can't find product keys - can you help please?

    in Customer Service, Accounts and Purchasing

    Posted

    Hi @lindka,

    As your Affinity app purchase was made through the Mac App Store it is tied to your Apple ID, and will also not require a Product Key. If you need to install it again, run the Mac App Store ensuring that you are signed in with the same account/credentials used to complete the purchase and the button which usually says "Buy" should instead say "Install", click on it to begin the installation of the program.

    Affinity Designer: Unable to complete checkout with business acount

    in Customer Service, Accounts and Purchasing

    Posted

    Hi @Jannik, welcome to the Affinity forum.

    We have been unable to replicate the issue you have reported and there have been successful orders placed through our site since you contacted us.
     
    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.
     
    If the issue persists, please contact affinityorders@serif.com for further assistance.
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