Adam

@Isabel Alvarez As Patrick has suggested, please respond to my email so that this can be discussed further. I'll be more than happy to help at this point. My apologies you are still having trouble.

Hello @Her I've replied to you directly via email so that we can address this issue. Many thanks for your time, Adam B

@Daniel B Sorry for the delay in responding. The list @Alfred provided is certainly correct, and you should have no issues from one of these countries. If you do continue to have trouble, please send us an email at affinityorders@serif.com and we can certainly look into this for you further. Thanks for your time, Adam B

Hello @wilson66 Apologies you were having issues. It looks like you have since managed to place the order successfully. Thank you for your time and patience. Adam B

Hello all, Apologies for the delay in replying to you all. The usual fix is to temporarily disable extensions from your browser. The main culprits are Honey and Adblock; disabling these should fix the problem. Alternatively, try using a different web browser with no extensions - this should also work. Thanks, Adam B

Hello @lmgreene Apologies for the delay in responding to you. I've emailed you directly. If you could get back to me if you're still having trouble, that would be great. Thanks, Adam

Hello @Seelenwahnsinn Thanks for your Forum Post, and my apologies you're having trouble. From what you've described, it looks like it may be something to do with your machine, since you seem to be having the issue with the Microsoft Store, as well as the Affinity Store. I'd recommend trying a different web browser to place the order to begin with, and then try to use a different computer, and if necessary, a different internet connection. We've not had any similar queries regarding this, and so I can be sure the Affinity Store is running smoothly. Please let me know how you get on. Thanks, Adam

Hi @kyptanuy Apologies you're having a bit of trouble. I've emailed you directly regarding this issue so that we can investigate further. Thanks for your time, Adam B

Hello @5tegr39hui Thanks for you post. I've emailed you sepearely for further discussion. Thanks, Adam B

Hello @JRSchubert Apologies for this. I've emailed you separately address this issue for you. Please refer to this email for further contact. Many thanks, Adam B

Hello @SMAHER Thanks for your message. To discuss your order, could you send an email to affinityorders@serif.com? Thanks for your time, Adam B

Hello @Hattie30 As others have suggested within this thread, please just allow a few more days, and your account will be promoted to the relevant member status for you to update your profile picture. If you continue to have trouble, please let me know within this thread. Thanks for your time, Adam B

Hello @barryg01 Please see this link below for help installing the latest update. https://affinity.serif.com/en-us/learn/how-do-i-install-affinity-updates/ If you have any further issues, please contact affinitysupport@serif.com. With regards to the second issue, please contact affinity@serif.com with your order number and we can take a look in to this further for you. Thanks for your time, Adam

Hello @Haise Apologies for the issue you have experienced regarding this order. I've emailed you directly in order to resolve this issue for you. Thanks for your time, Adam

Hello @Aramid Apologies you've received the wrong Workbook. We will look at emailing you separately to fix this for you. Thanks for your time and patience. Adam

Why is my order failing to process? Payment failures/declines can be a result of many factors. Some failures are due to the customer’s bank declining the payment. This may happen for various reasons including insufficient funds, or concerns of suspicious activity. Failures of this kind are best discussed with your bank. They will be able to provide you with more information than we can. Other failures are gateway rejections. These rejections are when our payment processor has decided to reject the payment to protect Affinity from potential fraudulent transactions. When a customer places an order via the Affinity Store, the transaction is handled by the third party payment processor Digital River. Only a small amount of information is requested from our customers; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Digital River either authorises or rejects the payment using this information, along with other additional factors. We have no control over this. In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve. What can I do to fix this? If this happens to you, if you haven’t already, please update your web browser to the latest version. You could also try using a different web browser or another computer, if you have access. Please make sure that you have enabled essential cookies for our website. There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders. As well as credit/debit card we offer a range of other payment methods. These will vary from country to country, but widely available options include PayPal, Google Pay, and Apple Pay (when ordering from an Apple device). If your credit/debit card is being declined you could try one of these options instead. A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue. You can also obtain the Affinity apps from either the Microsoft Store or the Mac App Store, depending on your OS. What will happen to the money that has left my account? Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information. If you still have questions or concerns, please send an email to affinity@serif.com

Hello all, I've made an FAQ relating to the discussion on this thread here, and have pasted below for your convenience. Why is my order failing to process? Payment failures/declines are as a result of one of many factors. We are actively investigating the reason for credit card failures with Braintree (the payment processor we use), but there is nothing specific we are able to pin this on, currently. When a customer places an order with us via the Affinity Store, and they choose to pay by credit/debit card, only a small amount of information is provided to us; this is intentional for GDPR and General Data Protection purposes. We process payments and orders based on this information, and Braintree either authorises or rejects the payment using this information, as well as a multitude of additional factors. Unfortunately we have no control over this. The overall processing failure rate seems to be at approximately 5%, but note that this changes throughout the year for a variety of reasons, and this number does not give an indication as to the differences between currency, location, risk-rate etc. - whilst we can't provide this information specifically, please know that this data swings wildly in many directions. The back-end procedure of customers placing orders can be rather involved, and so cannot always be successful. We only ask for a customer's name, email address and country of residence, and we specifically don't ask for their billing address; we think this may be part of the reason certain orders fail, but we cannot be 100% sure. In any case please accept our apologies for the trouble you are experiencing; this is certainly something we are trying to constantly improve. What can I do to fix this? If this happens to you, might I suggest you try updating your web browser to the latest version, if not already? You could also try using a different web browser or another computer, if you have access. We accept PayPal, and so this can be used for payment if you have an account. There are restrictions on the number of orders that can be placed within any 24 hour period; If you happen to have placed two orders on the website within 24 hours, and wish to place another within that time, you may receive an error as a result of this. The Affinity Store will allow you to add several items to your basket for one payment/transaction, and we'd always recommend this for future orders. A number of our customers have mentioned that their use of popular browser plugins may affect their ability to place an order on the Affinity website, and that temporarily disabling them fixed the issue. What will happen to the money that has left my account? Don't worry about the funds that have seemingly left your bank account/credit card; these funds have only been reserved for payment by your bank and have not been collected by Affinity. Depending on your bank/credit card company, the funds will drop from their reserved state within a maximum of 28 days (usually much sooner). If you have any queries relating to this, please contact your financial institution; they should be able to give you more specific information. If you still have questions or concerns, please send an email to affinity@serif.com Adam

Hello @PaoloT I've emailed you directly regarding this query. Apologies for the inconvenience. Thanks, Adam

Sorry to hear that. It looks like you've managed to email us in the meantime; did you receive those responses? Adam 🙂

Hello @Warren M Apologies you're having trouble placing an order with us. I've emailed you directly so we can look into this further for you, and so we can troubleshoot, where necessary. Thanks for your time, Adam

Hello @cyrop, Apologies you are having trouble. I've sent you an email regarding this for further discussion. Thanks for your time, Adam

Hello @guiller Apologies you're having trouble placing the order. I've sent you an email separately to continue this conversation, since this is in relation to order payments. Thanks, ---------------- Disculpas, tienes problemas para realizar el pedido. Le envié un correo electrónico por separado para continuar esta conversación, ya que se trata de pagos de pedidos. Gracias, Adam

Hello @François Tiano Apologies for the delay in replying to you. I think we need to look into this further for you, since the issue you are experiencing shouldn't happen. I can certainly help further, and if I need to forward onto a colleague, I certainly can do this for you. I've sent you an email for you to respond to. Would you be able to continue troubleshooting from this point via email? Thanks, Adam

Hello @Ashcan13 I've emailed you to the email address connected to this Affinity Forum Account for further discussion. Thank you for your time and patience, Adam

Hello @Izakslak Thanks for your forum post. Apologies you're having trouble. I've emailed you within a separate email for further clarification. Thanks for your time, Adam