Unable to login to dashboard

[CharlesS]

Hi there, 

I went to install my purchased programs today and found attempting to login was met with "We cannot find an Affinity Store account with the email address you entered"

I still have my order confirmation and product key emails.

 

[walt.farrell]

Welcome to the Serif Affinity forums.

First, the version 2 programs do not have product keys. They were used only with the version 1 programs sold directly by Serif.

Next: Please note that the forum and the Affinity Store are separate, and you may have a different email address for your forum account here than you have in the Affinity Store. Also different passwords. (You could use the same email and same password in both places, of course, but many of us do not.)

With that in mind, a couple of questions, if you don't mind:

1. Have you purchased from the Affinity Store before? If so, you should be able to login at https://affinity.store/account
2. Did you purchase your Affinity v2 applications at the Affinity Store, or via an in-app purchase within one of the applications while it was running as a Trial?
3. If you purchased in-app from a Trial application, where did you download that application? (Affinity Store, Microsoft Store, Mac App Store)
4. Did you purchase a single application license, or the Universal license?

[CharlesS]

Edit: I was able to login to an account that I had purchased before, but not the same one as the one I'm trying to log into now. 

1. I did purchase through the Affinity Store. 

2. I purchased V1 licenses for all three tools. 

Edited December 1, 2022 by CharlesS

[walt.farrell]

Thanks, Charles.

To clarify point 2: As the V1 applications were removed from sale on November 9, when V2 became available, are you trying to install some V1 purchases you made shortly before then?

But with the possibility of multiple different Affinity Store accounts involved, this is sounding complex enough that it is probably best to email affinityorders@serif.com and discuss with them via email. That will let you freely exchange order information and your email address(es) with them securely, so they can try to sort this out. It may take several days to a week for a response, though, given their current level of activity.