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Posted

So, lots of people have had their cards charged but been told the purchase failed and not gotten a license. I've contacted the support team and I'm curious if anyone has actually heard back from them on this issue and if they're sorted it out for you, or no?

We keep hearing the team is busy and they're working on it so... are they? Because if no one has had their money refunded or license granted then might as well charge back through our banks.

Posted
51 minutes ago, hassanshahid said:

So, lots of people have had their cards charged but been told the purchase failed and not gotten a license. I've contacted the support team and I'm curious if anyone has actually heard back from them on this issue and if they're sorted it out for you, or no?

We keep hearing the team is busy and they're working on it so... are they? Because if no one has had their money refunded or license granted then might as well charge back through our banks.

I purchased V2 Universal licence yesterday without any issue. I used PayPal anyway. I received licence instantly. How did you pay?

Posted
1 hour ago, anuruddha said:

I purchased V2 Universal license yesterday without any issue. I used PayPal anyway. I received license instantly. How did you pay?

I paid with MasterCard. The payment issue seems to be happening with credit/debit cards. Paypal seems to work. I don't have Paypal and either way my card's been charged. Either I get a refund, or they give me the license. Not paying again.

Posted
1 hour ago, hassanshahid said:

I paid with MasterCard. The payment issue seems to be happening with credit/debit cards. Paypal seems to work. I don't have Paypal and either way my card's been charged. Either I get a refund, or they give me the license. Not paying again.

I'm sorry hear it. I hope Serif will sort this out for you soon.

Posted
12 hours ago, anuruddha said:

I'm sorry hear it. I hope Serif will sort this out for you soon.

Yeah, haven't heard back from the yet. No one else has replied to this thread either. Only issues posted, no resolutions. I'm waiting another day at best and then charging back through my bank.

Posted
45 minutes ago, yaapu said:

no real answer since last wednesday

Interesting. Guess there's no point waiting much longer. If they haven't been able to get back to anyone or even address the issue with half of last week then I don't have much hope they'll do anything this week. 

Posted

I encountered the same issue. I tried to purchase the universal license. My card got charged and the payment went through but I haven't received any confirmation or license information. I contacted customer support but I haven't received a reply for 5 days now! Fix your payment gateway Serif or I'll report it as a fraudulent transaction! Terrible customer service!

  • 2 weeks later...
  • Staff
Posted

Sorry for the delays folks 😩

Our payment systems had a lot of traffic when you each reached out but this should now have subsided.

The usual cause is that the payments set aside for us by banks are declined our payment gateway. Please see the link below for more details.

https://forum.affinity.serif.com/index.php?/topic/153756-payment-failed-to-process-and-its-taken-my-money-what-can-i-do/

If you've had the money back and want to try again, the quickest solution would be to try using PayPal as the payment option rather than credit/debit card but should wish to try a few things to get the payment through with your card, here's some advice that may help.

Please ensure that your web browser and anti-virus software is up to date, also check that there aren't any browser plugins that may be preventing the security window appearing (The Honey extension especially has been known to cause issues) or try a different browser entirely. Finally check that your firewall is not blocking any part of the payment process.
 

Any spelling or grammatical errors found in the above post are deliberate and included to boost the self-esteem of those who spot them.

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