Card charged but no licenses

[DGee]

Hi, 

I just purchased the whole suite of v2 apps. My card was charged but I have no V2 licenses under my account. 

I contacted the bank and they payment did go through.

I also contacted Affinity but got no reply so far.

FML

[mp72]

Same here.I was dealing with this as soon as V2 was released today. Bought from AppStore and when I wanted to open the app, its asks for Affinity ID which is different then the one I have on my AppleID purchases. After few emails with Affinity Support I was said that they cant find me in the system and I have to contact Apple. I did porvided my Bank Account slip to show them the purchase. Several hours later I am still empty handed with tickets open with Affinity and Apple. This is bad. WHy the software requires Affinity ID if I bought it with Apple? I am starting to loose patience, damn.

[DGee]

Yeah it's really frustrating. If they don't fix it fast I'll go with a refund, I cannot trust their payment service after this.

[mp72]

DO you have the same issue with the ID. I have bought Universal and I do see it clearly as pourchased sofwtare on my AppStore account, but then the when trying to open the app I get stooped by enteriring my Affinity ID which is different the Apple ID. What a mess.

[DGee]

No I purchased via their website. They took my money and I got no license.

[cian_geraghty]

I experienced the same issue with purchasing the suite; card was charged but no confirmation of any kind and no license. Website purchase as well. 

[DGee]

1 minute ago, cian_geraghty said:

I experienced the same issue with purchasing the suite; card was charged but no confirmation of any kind and no license. Website purchase as well. 

Did you contact them? any replies?

[cian_geraghty]

1 minute ago, DGee said:

Did you contact them? any replies?

I've sent an email and messaged on FB. No reply so far

[yaapu]

got affinity photo 2 via apple app store (mac) and used the in-app-purchase to buy a single application licence. card was charged but no licence

[Tylerc]

I bought the universal license via the Apple App Store on my iPad. I was able to activate Designer 2 but nothing else will activate and my affinity account says that I don't have any v2 licenses. The Apple Store shows that I was charged for it.

[DGee]

Just in case this could be of any help to someone.

I ended up making another payment this time using paypal and it worked just fine.

[yaapu]

dear serif team, any updates on this like eg "we are working on this - don't worry your money is not lost"??

[mp72]

My waiting is over. I just cant stand this approach, this ignorance. I clicked re-fund on the AppStore and will be using V1 for now. Not happy with this relase and he way they treat customers. Will looks at my Pixelmator with more appreciation from now on.

[DGee]

I did not received a reply either yet. I think this is not acceptable by any means TBH.  

[DGee]

it may be best to post on twitter as nobody is replying around here

[walt.farrell]

3 hours ago, DGee said:

it may be best to post on twitter as nobody is replying around here

No, it's best to email affinity@serif.com as resolution of issues like this requires discussion of credit card numbers and email addresses and other sensitive information.

The team is small, and extremely busy since yesterday given all the interest in V2, so it may take awhile to resolve issues.

[DGee]

17 minutes ago, walt.farrell said:

No, it's best to email affinity@serif.com as resolution of issues like this requires discussion of credit card numbers and email addresses and other sensitive information.

The team is small, and extremely busy since yesterday given all the interest in V2, so it may take awhile to resolve issues.

I already did of course more than 24 hours ago. I hope they are able to reply soon but TBH it’s not my fault their team is small and they did nothing to have a functional payment system that fails consistently since 2017. My money is on hold or gone, I need it and nobody is replying.

I appreciate your message man but I’m very disappointed.

[cian_geraghty]

This is what they sent me, apparently the money will be back after a certain period. 

[DGee]

51 minutes ago, cian_geraghty said:

This is what they sent me, apparently the money will be back after a certain period. 

Thanks man, yea it'll be ten days in my case according to my bank.

[Twikzer]

same here, they have charged me, but they have not given me any license, I contacted affinityorders@serif.com on 09/11/2022, but they ignore me

i resent to affinity@serif.com the mail i send to affinityorders, if they dont sulution the problem in 24h, , i  will claim it to the bank

This is unacceptable, I had the same problem buying afinity photo in March, it seems that they are laughing at us

It is shameful that they continue without an online payment that works, when a small company, with a single employee, takes 2 to 3 days from not having an account with any bank, to having an account and accepting online payments with visa, mastercard, maestro and american express.

[SunSun]

Hi, 

Same for me I just purchased the whole suite of v2 apps. My card was charged but I have no V2 licenses under my account. 

I have just contacted Affinity and i hope they could resolve that issue soon.🤞🙏

[Tylerc]

I finally decided to request a refund from Apple.  It took them about 24 hours to approve my refund. Then I went to the Serif website and bought the universal license using my PayPal. I decided to use PayPal just because it would make it easier to get a refund if the license never went through. But it worked on the first try and now I have all my licenses across both my iMac and my iPad.

I know Serif is a small company and they are doing their best but this really seems like a problem. 

[boyuzhao]

付款已成功扣除，但未收到电子邮件并显示购买记录

[hassanshahid]

On 11/10/2022 at 9:29 PM, walt.farrell said:

No, it's best to email affinity@serif.com as resolution of issues like this requires discussion of credit card numbers and email addresses and other sensitive information.

The team is small, and extremely busy since yesterday given all the interest in V2, so it may take awhile to resolve issues.

Well clearly this isn't a one-off issue. Maybe Serif should disable purchases and focus on fixing it instead of having more failed purchases and more support tickets. I've had my card charged, no license and no real response from Serif. I'm waiting another day at best and disputing the charge with my bank if I don't hear back from Serif.

[Abhishek Dhiman]

I purchased the V2 Universal License. The payment got deducted but I haven’t got the license nor I got the confirmation receipt on the email. I’ve mailed to them and got a ticket. Want to ask if anyone of your request is resolved? Did you got the license or the money back?