Where is my purchase?

[MuyGrafikka]

Hello, 

Last Saturday I bought the three Affinity apps, Photo, Designer and publisher and after digitally signing the purchase through my online banking, the website told me that my bank rejected the transaction.
As the operation was not registered in my account, I tried again and it said the same thing.
At the moment, my bank account recorded the two card charges, but the purchase still does not appear.
I have sent several emails to affinity@serif.com, but I do not get a response.
Please, I need the cancellation of the second charge of the card and the programs as soon as possible.

Can you help me please?

Best regards

[emmrecs01]

@MuyGrafikka

Welcome to the Affinity forums.

If your bank rejected the transaction then no purchase was actually made and no money was taken from your account.  The fact that your bank recorded the two card charges is simply reflecting that you made two attempts to purchase, using the card.  No debit of your account has actually occurred and, within a few days, you will see that those "transactions" will have disappeared from your account. 

In the meantime, you really need to ask your bank why the transaction was rejected.  Only when that is resolved will you actually be able to purchase the apps.

As to why you have not received any reply to your emails to Serif, in the current pandemic situation I know the staff have all been working from home for several days so any reply may well be delayed, possibly for some time, sorry. 😢

Jeff

[walt.farrell]

Sometimes when that has happened, I've read that the users (or their bank) were using some special security processing that was not supported by the user's browser. This could happen if the browser is not up-to-date, for example. So it might be good to verify your browser is current, or to try a different browser to make the purchase.

[MuyGrafikka]

Thank you very much!!

I asked to my bank and they said they didn't know why it could have happened, that my card is enabled to operate on internet and there isn't pending payments. They said that if the situation isn't resolved by Wednesday, I should call to proceed with the return.

Thanks again! 

Regards

Edited March 24, 2020 by MuyGrafikka

[MuyGrafikka]

After 17 days my issues still remain.
Following your advice I changed the browser (from safari to Firefox) and the same thing happened. It told me that the bank had rejected the payment, but it was reflected in my bank account, but I have no option to download what I have bought because it does not appear in my Affinity account.
I have contacted you at affinity@serif.com, but have not yet replied.

 

Any ideas? I really need the apps.

Please help?

Thanks!

[walt.farrell]

2 hours ago, MuyGrafikka said:

Any ideas? I really need the apps.

For now, you could install the 90-day free trial. That will give you access to the programs while you work out the payment problems. Note that until April 20 there is also a 50% discount, so you still have 2 weeks to work out the payment issues and be able to purchase the programs at a good discount.