MuyGrafikka Posted March 23, 2020 Share Posted March 23, 2020 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 Quote Link to comment Share on other sites More sharing options...
emmrecs01 Posted March 23, 2020 Share Posted March 23, 2020 @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 Quote Win 10 Pro, i7 6700K, 32Gb RAM, NVidia GTX1660 Ti and Intel HD530 Graphics Long-time user of Serif products, chiefly PagePlus and PhotoPlus, but also WebPlus, CraftArtistProfessional and DrawPlus. Delighted to be using Affinity Designer, Photo, and now Publisher, version 1 and now version 2. iPad Pro (12.9") (iOS 17.4) running Affinity Photo and Designer version 1 and all three version 2 apps. Link to comment Share on other sites More sharing options...
walt.farrell Posted March 23, 2020 Share Posted March 23, 2020 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. Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro, version 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro, version 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. iPad: iPad Pro M1, 12.9": iPadOS 17.4.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sonoma 14.4.1 Link to comment Share on other sites More sharing options...
MuyGrafikka Posted March 24, 2020 Author Share Posted March 24, 2020 (edited) 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 Quote Link to comment Share on other sites More sharing options...
MuyGrafikka Posted April 6, 2020 Author Share Posted April 6, 2020 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! Quote Link to comment Share on other sites More sharing options...
walt.farrell Posted April 6, 2020 Share Posted April 6, 2020 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. Quote -- Walt Designer, Photo, and Publisher V1 and V2 at latest retail and beta releases PC: Desktop: Windows 11 Pro, version 23H2, 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 Laptop: Windows 11 Pro, version 23H2, 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU. iPad: iPad Pro M1, 12.9": iPadOS 17.4.1, Apple Pencil 2, Magic Keyboard Mac: 2023 M2 MacBook Air 15", 16GB memory, macOS Sonoma 14.4.1 Link to comment Share on other sites More sharing options...
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