I recently purchased a trial license for the Windows application, but I mistyped my email address during the purchase process. Therefore, I do not have access to my license or account.
Can someone please help me with how to:
Correct the email associated with my license?
Cancel the subscription to avoid unwanted charges?
Ensure payment is not made if the license is not linked to my correct account?
I would be grateful if you could help me resolve this issue as soon as possible.
I have already written to the support several times but so far without reaction and answer and the license is still active.
Can anyone help me? I have contacted support several times via e-mail and the contact form on the homepage, but I have not received a reply to date - I have been trying to get help with my problem since March. My credit card has been charged and the license is still active.
When you raise a support ticket your request goes into an automatic queuing system.
Each time you send a new message the system adds it as extra information to your existing request and puts it all to the back of the queue again.
However you also have a second problem here; the automated queuing system works off email addresses to identify customers who have paid for support.
If you have registered with an incorrect email address then it will not (cannot) recognise your correct address as belonging to a customer who has paid for support.
Which means that your request will be non-priority, it will be behind any requests from customers who are recognised as having paid for support.
As a non-paying user (rather than a paying customer) then you may be waiting a long time before your request even gets shown to a support person.
(Yes, it’s a terrible system for software support, that non-recognised email issue particularly.
I think that the ticket queuing software was originally designed for some other kind of business.
However they don’t seem inclined to change it for one better suited for software customer support).