Activation problem: Reg not recognized and Stardock slow to respond - is there a license file?

from Stardock Forums

I've been using Fences 2 since Oct 2013 (and v1 since 2011).  I did a Win 8.1 clean reinstall Monday and then reinstalled Fences, 2.13 I presume.  Tried to activate it and it didn't recognize my email/pw.  Went to the site and it didn't recognize my registration email and pw there either, but when I entered that very same email to reset my pw, the email came and I was able to reset the same pw.  But trying to activate or log onto the site, I kept getting the invalid error message (to post this, I just registered with a different address).  So, I have two questions:

1) Is there a license file?  If so, can I copy it back to the appropriate place from a backup to get around the activation problem?

2) How long does it take Stardock to respond to problems like this?  It's been four days, which is relatively long in the software business for existing paid customers.  

I can also note that with Stardock 2.13 installed (but not activated), my desktop icons wouldn't move, and I had to uninstall the program.  Is this a Win 8.1 problem redux?  When v2 came out, I couldn't upgrade for over a year, until 2.11 came out, because it didn't work properly with Win 8 here.  Thanks,

 

fences
6,626 views 8 replies
Reply #1 from WinCustomize Forums Top


2) How long does it take Stardock to respond to problems like this?  It's been four days,
End of quote

Support tickets are replied to on a first come - first served basis. If you sent another support email prior to hearing directly by a support tech your position in the queue will be reset.

Be sure to check your spam folder in case support has already replied.

Reply #2 from Stardock Forums Top

My experience with the Windows 8 problem was that the support queue was typically well over a week long, which meant the possibility of a meaningful exchange was virtually impossible.  Are you diplomatically saying that it's still the same?  There is no spam folder issue here.  Thanks,

Elemental: Reforged
Reply #3 from WinCustomize Forums Top

genegold1 - Can you post your ticket #? I do suggest cleaning your browser cache and cookies and see if you can then get in.

Reply #4 from Stardock Forums Top

Seem to have deleted the ticket number email.  Deleted cache/history and all Stardock cookies and tried three browsers (Opera 12, FF34, IE11), but makes no difference - email that I bought 2.0 with (18 Oct 2013) is not recognized as valid.   Of course, the account I created last week to get into the system and this forum doesn't show my v1 or v2 purchases.

Reply #6 from Stardock Forums Top

Thanks for that link.  Two tries, the first over three hours ago, and no emails on either address.  I've found the receipt with order number and license code for Fences 2 upgrade, but the latter doesn't work either.  I'll give them a call.

Reply #7 from Stardock Forums Top

If you'd like to private message me your first/last name and your previously used email address and the product key, I can look in our system for you.

Reply #8 from Stardock Forums Top

Thanks, I've sent a pm, along with a screenshot of the receipt.  Strange thing, tho, as I was doing that, I gave it a few more tries and it finally activated, even with the email address the system doesn't otherwise recognize.  Maybe I was mistyping or leaving out one of the character groups, as it is a long number.  Finding out why that email doesn't otherwise work in the system is now the need.