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Spanish:

Hola, el día de ayer realicé el pago por la licencia universal y se descontó el monto de mi tarjeta, pero Affinity no me ha enviado ningún correo de confirmación y mi carrito de compras estuvo  figurando como si no hubiese realizado el pago. Tengo capturas del cobro que realizó Affinity de mi banco Scotiabank, incluso me llegó un correo del banco sobre el pago que estaba realizando, pero para Affinity no he pagado nada. Incluso en el historial de pedidos no me figura nada.
¿Qué puedo hacer? He escrito al correo de Affinity y no me responden aún. He ahorrado para poder comprar la V2 y que sucedan estos problemas generan incomodidades, sobre todo cuando demoran en responder y no se sabe qué ha pasado con mi dinero.

 

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English:

Hi, yesterday I made the payment for the universal license and the amount was deducted from my card, but Affinity has not sent me any confirmation email and my shopping cart was showing as if I had not made the payment. I have screenshots of the charge Affinity made from my Scotiabank bank, I even got an email from the bank about the payment I was making, but for Affinity I have not paid anything. Even in the order history it does not show anything.
What can I do? I have written to Affinity's email and they have not answered me yet. I have saved up to be able to buy the V2 and these problems cause me discomfort, especially when they take a long time to respond and I don't know what has happened to my money.

 

Information:

Credit Card: Scotiabank

Country: Peru

 

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Edited by Aldhair
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Hola. Yo tambien estoy en ese problema. Soy de España.

Realicé la compra ayer. Seguí todos los pasos para autorizar a mi banco a realizar la compra y enseguida en la pagina de compra apareció un mensaje de que mi banco había rechazado la transacción. Pero al verificarlo, el banco confirmó el cobro, como comúnmente lo hace cade vez que realizo una compra. Sin embargo, en la web de Affinity aparece que no tengo realizada ninguna compra y por consiguiente mi historial de pedidos aparece vacío. De inmediato escribí a affinityorders@serif.com.

Lo unico que me respondieron es:

Quote

 

Auto Reply:
Hi,
 

Gracias por contactarnos.

 

Como resultado del lanzamiento de V2, estamos recibiendo una cantidad excepcional de correos electrónicos y tickets. Habrá un retraso en responderle. Consulte el siguiente enlace para obtener preguntas frecuentes específicas sobre Affinity 2.0; esperamos que estas preguntas respondan a sus preguntas.

 

 

Y no me han dado solución.

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Contacting affinityorders@serif.com is a good way to handle it. They are a small team, and extremely busy because of the V2 launch, and it may take some time before they can respond.

Usually (in the past) the issue has been a security one, perhaps related to the browser or browser extensions that are active, and Serif has not actually received payment. But the team should be able to help when they get back to you.

-- 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

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1 hour ago, Paul-V-E said:
I bought in the Belgian app store affinty photo 2 but I can only open the trial version, purchase is not in my affinty account as this is a different email address than my purchase , i can bit activate Photo2 

What OS?

-- 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

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Ventura 13.01 is my os  ,  i bought affinity photo 2 yesterday in the belgian app store, but i can't activate it, only get the trial version, of course my affinty account is a different email address than my mac account, that's why it doesn't find the purchase when i want to activate, , how can fix this ?

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Hi!

I'm from Spain and had the same issue buying the universal license. Tried to buy three more times after first failed attempt. My bank says it is pre-charged (all of the four attempts) and supposedly the purchase happened, but there's no checkout confirmation or license available whatsoever in the Affinity site. Still waiting for response from support, it seems they are a bit overwhelmed with the launch, though.

Edited by Meragio
typo
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Hola! aqui desde España otra persona que paga la licencia universal y le da error diciendo que "ha sido rechazada por el banco"  pero en el banco aparece dos veces cargada. y el banco dice que me ponga en contacto con Affinity para solucionarlo.

Nadie responde a los mails, ni a los tweets. En Affinity NO HAY NADIE A BORDO. Esto es una vergüenza. 

A parte del entuerto económico. ¿Va a pagar a Affinity el tiempo que nos hace perder?. No compro sus programas para perder el tiempo. Esto es un insulto a los usuarios y mas si cabe,  a los profesionales.

Espero que un moderador me conteste al menos. Estoy cansado de enviar mails y tweets.

 

Un saludo.


GOOGLE TRANSLATE:

Hello! Here from Spain another person who pays for the universal license and gets an error saying that "it has been rejected by the bank" but the bank appears charged twice. and the bank says to contact Affinity to fix it.

No one responds to emails or tweets. In Affinity THERE IS NO ONE ON BOARD. This is a shame.

Apart from the economic mess. Are you going to pay Affinity for the time it makes us lose? I don't buy your programs to waste time. This is an insult to users and even more so to professionals.

I hope a moderator will answer me at least. I'm tired of sending emails and tweets.

 

All the best.

 



 

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A mi me respondieron al correo, pero de utilidad zero... literal en el correo: "Payment will have failed, and as a result the funds will not have been accepted by Affinity." y continuan indicando que el dinero no lo tienen ellos (pero yo tampoco en mi banco) por lo que "alguien" debe tener mi dinero y no soy yo... y si debo fiarme de alguien, en este caso me fio del banco que dice que se lo ha enviado a Affinity. Es verdad que el pago sigue "No confirmado", por lo que entiendo que en algún momento o día (suponiendo que es cierto lo de que no tienen el dinero) se devolverá el dinero automáticamente a mi cuenta.

Por el momento no he vuelto a probar a comprar, arriesgándome a perder la oferta... pero no me ha gustado nada como lo está gestionando Affinity...

 

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1 hour ago, Beecubu said:

A mi me respondieron al correo, pero de utilidad zero... literal en el correo: "Payment will have failed, and as a result the funds will not have been accepted by Affinity." y continuan indicando que el dinero no lo tienen ellos (pero yo tampoco en mi banco) por lo que "alguien" debe tener mi dinero y no soy yo... y si debo fiarme de alguien, en este caso me fio del banco que dice que se lo ha enviado a Affinity. Es verdad que el pago sigue "No confirmado", por lo que entiendo que en algún momento o día (suponiendo que es cierto lo de que no tienen el dinero) se devolverá el dinero automáticamente a mi cuenta.

Por el momento no he vuelto a probar a comprar, arriesgándome a perder la oferta... pero no me ha gustado nada como lo está gestionando Affinity...

 

Usually, the bank still has the money, but they have put a hold (reserve, or block) on it until the transaction completes. After some number of days, they will decide the transaction failed, and release the money back to your account.

-- 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

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Hola, siento que es mi deber informaros que trás 10 días de espera el dinero ha vuelto a mi cuenta. Y toca contarlo. No nos vamos a quejar únicamente. :) 

Pero ahora ¿qué hago? ¿Lo intento con PayPal? ¿Espero algo más?

Yo sigo creyendo que algo del lado de Braintree falla y tampoco descarto que sea malintencionado.

 

Hi, I feel I should inform you that after waiting for 10 days the money is back in my bank account. And that has to be told/written too, not only the complaints. :)

And, now what? Should I try paying with PayPal or should I wait?

I am still convinced that it is a fault at the Braintree's  side and do not discard bad practice behind that.

 

Should I stay or should I go?  :)

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Update:

Acabo de comprar la licencia universal pagando con PayPal. Es raro - no puedes pagar con tu tarjeta bancaria (através de Braintree, con dueño PayPal) pero si con PayPal.

Pues, de momento he descargado e instalado los tres programas en Mac, Win y iPad. La primera vez (de cada programa en cada equipo) me pidió el usuario registrado de Affinity y la contraseña y parece que es esto. Probé desactivando el WiFi y apagando el portátil. Al encenderlo no estaba conectado a Internet y los programas arrancaron sin problema ni queja.

Por fin!

 

I've just purchased the Universal license using PayPal. That's weird - you can not pay with your bank (through Braintree, PayPal owned) but you can pay with PayPal. 

Well, I downloaded and installed the tree programs on Mac, Win and iPad. The first time (with every program on every device) I was asked for my Affinity account and password and that's it. I tried it disabling the WiFi and turning off the laptop. Then I turned it on (without Internet) and the programs started without any complaint.

Finally!

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It seems that we are facing the same issue haha. You might want to check with your bank (call/email them) to verify the status of the payment, as I had checked with mine and they told me that it is still unclaimed by Affinity, so even though it shows on my account that the money was deducted, affinity has yet to claim it. 

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As has been said elsewhere in the forum, Serif are incredibly busy at the moment trying to deal with queries following the release of Affinity v2.
(They are a comparatively small company, with a limited number of support staff, especially in the evenings and at weekends.)

It might not look like it from the posts here, but the vast majority of sales do go through without a problem.

If there are problems with payments, the bank is usually holding the money as "pending" (the length of time it is on hold will depend on your bank); Serif can't do anything about it, and don't even know that the payment has failed.

Additionally: There is a thirty day trial period, so you could download and use the software (the trial version is exactly the same as the normal version) until any problems with payments can be sorted out.

 

 

Acer XC-895 : Core i5-10400 Hexa-core 2.90 GHz :  32GB RAM : Intel UHD Graphics 630 : Windows 10 Home
Affinity Publisher 2 : Affinity Photo 2 : Affinity Designer 2 : (latest release versions) on desktop and iPad

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@Beecubu

Do you have the choice to use PayPal for the purchase?  A number of users who post here and who have experienced a similar problem to yours have subsequently reported a successful purchase via PayPal.

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.

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  • 3 weeks later...

El día 1, hice el pago para comprar la clave universal V2 Affinity.

Realice el pago y nunca recibí ningún correo con la clave. Solo figuraba en mi banco como que se había hecho el pago.

El día 6, me contestaron que no recibiria la clave porque hubo un error y que lo volviera a intentar. A todo eso tengo que esperar minimo 20 días según mi banco, porque ellos no han cancelado la operación para que se me devuelva el dinero.

Sinceramente me parece muy subrealista todo.

IMG_20221208_100935.jpg

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