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Card charged but no licenses

DGee
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mp72

mp72

Posted
Posted

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.

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mp72

mp72

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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.

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Tylerc

Tylerc

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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.

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walt.farrell

walt.farrell

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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.

-- Walt

Desktop:  Windows 11 Home, version 22H2 (22621.1413) 64GB memory, AMD Ryzen 9 5900 12-Core @ 3.00 GHz, NVIDIA GeForce RTX 3090 
Laptop:  Windows 10 Home, version 21H2 (19044.2728) 32GB memory, Intel Core i7-10750H @ 2.60GHz, Intel UHD Graphics Comet Lake GT2 and NVIDIA GeForce RTX 3070 Laptop GPU.
        Affinity Photo 1.10.6 (.1665) and 2.1.0 and 2.1.0. beta/ Affinity Designer 1.10.6 (.1665)  and 2.1.0  and 2.1.0 beta / Affinity Publisher 1.10.6 (.1665)  and 2.1.0  and 2.1.0beta
iPad Pro M1, 12.9", iPadOS 16.4.1 (a), Apple Pencil 2, Magic Keyboard
      Affinity Photo 1.10.7 and 2.1.0 and 2.1.0 beta/ Affinity Designer 1.10.7 and 2.1.0 and 2.1.0 beta/ Affinity Publisher 2.1.0 and 2.1.0 beta

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DGee

DGee

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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.

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Twikzer

Twikzer

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Posted

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.

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Tylerc

Tylerc

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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. 

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hassanshahid

hassanshahid

Posted
Posted
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.

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