My product key or email will not validate

[sgwccs@gmail.com]

I received my download email with product key.. But, when I enter it into the unlock screen is says "The details you entered are not valid. Please ensure your email address / organization name and product key match precisely the details you have been given." 

[walt.farrell]

10 minutes ago, sgwccs@gmail.com said:

I received my download email with product key.. But, when I enter it into the unlock screen is says "The details you entered are not valid. Please ensure your email address / organization name and product key match precisely the details you have been given." 

Welcome to the Serif Affinity forums.

First, you seem to have used your email address as your forum display name. That makes it available to spammers, so you might want to change it to something else. You can do that at https://forum.affinity.serif.com/index.php?/settings/username/

For your problem: are you trying to validate a purchased Affinity application, or the 90-day free trial?

[Natnikitkova]

On 4/4/2020 at 3:09 AM, walt.farrell said:

Welcome to the Serif Affinity forums.

First, you seem to have used your email address as your forum display name. That makes it available to spammers, so you might want to change it to something else. You can do that at https://forum.affinity.serif.com/index.php?/settings/username/

For your problem: are you trying to validate a purchased Affinity application, or the 90-day free trial?

Hello! Please help. I have the same problem as described above. I try to validate the 90-day free trial, but it says that details are invalid. Though I checked the details I enter are correct.

[walt.farrell]

3 hours ago, Natnikitkova said:

Hello! Please help. I have the same problem as described above. I try to validate the 90-day free trial, but it says that details are invalid. Though I checked the details I enter are correct.

When you start the application you will get a dialog asking you to either provide the product key or continue the trial. The first time you enter the product key your 10-day trial will be converted to a 90-day trial. So, iIf you've already provided the product key once, just select the "continue trial" option after that.

You only need to enter a product key again if you decide to purchase, and then you'll have a new product key to enter to convert the trial version into the purchased version.

If that doesn't help, please provide a screenshot of the dialog you get when you start the program.

Also, this FAQ might help:

 

[TrevorLees]

Hi I have the same problem although I am trying to activate Affinity photo that I have paid for but when I enter the email and product code the application tells me that no such email is found as I only use one email address not sure how I could have entered it incorrectly but any way not sure how to solve the problem I have an order number that was sent to me

[walt.farrell]

18 minutes ago, TrevorLees said:

Hi I have the same problem although I am trying to activate Affinity photo that I have paid for but when I enter the email and product code the application tells me that no such email is found as I only use one email address not sure how I could have entered it incorrectly but any way not sure how to solve the problem I have an order number that was sent to me

Welcome to the Serif Affinity forums.

Sorry you're having a problem. But for that kind of problem I suggest that you contact Serif via email, probably affinity@serif.com would be best. This problem is best dealt with that way to preserve privacy. Please be aware, though, that the necessity of working from home has complicated Serif's support efforts.

(Alternatively, you could repost in Customer Service, Accounts, and Purchasing to make sure someone from the Serif staff sees your problem, but it is likely they would still need to resolve it via email.)

[Natnikitkova]

2 hours ago, walt.farrell said:

When you start the application you will get a dialog asking you to either provide the product key or continue the trial. The first time you enter the product key your 10-day trial will be converted to a 90-day trial. So, iIf you've already provided the product key once, just select the "continue trial" option after that.

You only need to enter a product key again if you decide to purchase, and then you'll have a new product key to enter to convert the trial version into the purchased version.

If that doesn't help, please provide a screenshot of the dialog you get when you start the program.

Also, this FAQ might help:

 

Thank you so much! It helped 😊 

[TrevorLees]

On 4/16/2020 at 4:17 PM, walt.farrell said:

Welcome to the Serif Affinity forums.

Sorry you're having a problem. But for that kind of problem I suggest that you contact Serif via email, probably affinity@serif.com would be best. This problem is best dealt with that way to preserve privacy. Please be aware, though, that the necessity of working from home has complicated Serif's support efforts.

(Alternatively, you could repost in Customer Service, Accounts, and Purchasing to make sure someone from the Serif staff sees your problem, but it is likely they would still need to resolve it via email.)

Thanks I have sorted the problem what happened is that when I signed up to create an account there is an autofill when you enter your email address so it entered .ca instead of my proper email which ends with .za I was lucky to get assistance from accounts and they gave me a refund then all I did was create a new account and re-purchase the software.