Once this e-mail address was a way to contact the organization... affiniy@serif.com (but no more)

[Eigil Skovgaard]

Now the mail delivery system returns with this:

Message blocked

Your message to affiniy@serif.com has been blocked. See technical details below for more information. WHY? This was my question to affinity@serif.com: Where can I report a bug in Affinity Photo? Maybe the new owner changed the e-mail addres but forgot to replace the old one on the internet?

[thomaso]

18 minutes ago, Eigil Skovgaard said:

affiniy

"give me a T…"

[David in Яuislip]

38 minutes ago, thomaso said:

"give me a T…"

What's that spell?

[jmwellborn]

45 minutes ago, David in Яuislip said:

What's that spell?

Affinity

[Eigil Skovgaard]

Sorry: affinity@serif.com 

I made a mistake with the e-mail address.

Please disregard this thread so far. It will be continued when I get an answer from Affinity.

 

Edited November 14, 2024 by Eigil Skovgaard

[Eigil Skovgaard]

I am in contact with helpdesk via affinitysupport@serif.com, and the wrongly written e-mail address has been deleted.

Sorry for the inconvenience.

[PaulEC]

On 11/13/2024 at 7:35 PM, Eigil Skovgaard said:

Where can I report a bug in Affinity Photo?

You could have reported it here, that's what the forums are for!

[Eigil Skovgaard]

Yes, but I was trying to guide a fellow who claimed that he had had no luck with that. 

[R C-R]

8 hours ago, PaulEC said:

On 11/13/2024 at 1:35 PM, Eigil Skovgaard said:

Where can I report a bug in Affinity Photo?

You could have reported it here, that's what the forums are for!

Actually, if you are relatively sure it is a bug, it should posted to the appropriate Bug Reporting forum, keeping in mind what the General guidance section says, & if possible check to see if it has already been reported.

[Eigil Skovgaard]

R C-R,

I have suggested this guy with the bugs (actually 3-4) to report his problem to affinitysupport@serif.com. I hope he'll have some luck with that.

Personally I have had no problems with Affinity Photo 2 - at least not to my knowledge. My problem in this case was due to a wrongly written e-mail address in my mail-system - and my hasty conclusion - that the direct line to support had been cancelled when Affinity was taken over by a new owner (Canva).

So the real bugs should be reported to Affinity Support, if my suggestion is followed.

[R C-R]

3 hours ago, Eigil Skovgaard said:

So the real bugs should be reported to Affinity Support, if my suggestion is followed.

They should be reported in the Bug Reporting forum, not by email. That way, other users can see if they have been reported & if they can duplicate them or not.

[walt.farrell]

6 hours ago, Eigil Skovgaard said:

I have suggested this guy with the bugs (actually 3-4) to report his problem to affinitysupport@serif.com. I hope he'll have some luck with that.

It is often better (more productive for you (or whoever has the problem), and for Serif staff) to report them here.

1. Often, other forum users will be able to identify something you're doing wrong or misunderstanding, in the frequent cases where it's not a bug.
2. Or, in many of the cases where it is a bug, but not a new one, other forum users will be able to tell you that it's already known, and point to related discussions that may include workarounds.

And, as there are many more of us (forum users) than there Serif staff, and we "work" on days and at times when Serif staff may not be on duty, we can often respond faster than Serif can.

Of course, there are times this can't be a complete solution. For example, if the bugs are indeed new then Serif staff will have to be involved to log them and send them to the Developers for further analysis. Also, sometimes a sample document is needed, and in those cases if the data in the document is sensitive or confidential, and the user cannot replicate the problem on a new document with other data, Serif staff will need to be involved.

But in many cases, their involvement is not needed, and the user reporting the problem can get assistance quicker here.

But using email is certainly acceptable, if for any reason the user is not comfortable posting publicly. It may just be a slower way to get assistance. And it should not be any faster than posting here, because (if I understand the process) new forum topics and newly-received email generate problem tickets in the same tracking system, and are handled in order. But only Serif staff really know the full details of that  

[Eigil Skovgaard]

Hi Walt Farrell,

Should I personally need assistance with Affinity Photo I will certainly remember your good advice and reasoning.

Thank you.

 

[walt.farrell]

You're welcome, Eigil.