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Brian2Cool
Brian2Cool
Join Date 04/2013
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Product key not working (Need Assistance!)

I cannot find the help I need

August 25, 2016 12:30:42 PM from Stardock ForumsStardock Forums

I sent a support ticket to Stardock, and they have not been helping. The product key I have to my purchase of Fences is not working. When I sent a support ticket to the team telling them about the issue, I got an automated email of common problems. And it said if my issue has not been resolved, then reply saying so, and so I did. I immediately got the same automated email. And then I said, "I already received this. May I please speak with someone?" I even followed the instruction in the email, and it did not resolve my issue. Again, I got the same email.

I need assistance that is not automated. I want the team to actually see my message. What do I do?

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Brian2Cool
Hankers
Join Date 04/2004
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Reply #1 August 25, 2016 12:56:11 PM
from WinCustomize ForumsWinCustomize Forums

Please post your support ticket number here in a comment.

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Brian2Cool
Brian2Cool
Join Date 04/2013
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Reply #2 August 25, 2016 8:40:58 PM
from Stardock ForumsStardock Forums

I can't find one listed, but I can give you the order number at least to prove it was paid for.

Order number: 3589154

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Brian2Cool
Hankers
Join Date 04/2004
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Reply #3 August 25, 2016 9:01:24 PM
from WinCustomize ForumsWinCustomize Forums

You should have received a ticket number when you sent a support request to https://esupport.stardock.com/index.php?/Tickets/Submit.

It would have been in the auto-generated email you received.

If you can't find the ticket number then try requesting one again using that link.

After getting the ticket number do not send another request until hearing back from a support tech.

That will keep your position in the support queue.

Post the ticket number on this forum post and I will attempt to make support aware of this.

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Brian2Cool
Brian2Cool
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Reply #4 August 25, 2016 11:34:59 PM
from Stardock ForumsStardock Forums

Thank you. I sent a new ticket, and it is #ZKZ-706-23633.

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Brian2Cool
ZubaZ
Join Date 11/2001
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Reply #5 August 26, 2016 9:17:03 AM
from Stardock ForumsStardock Forums

You should have a reply to your case.

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Brian2Cool
Brian2Cool
Join Date 04/2013
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Reply #6 August 26, 2016 2:15:09 PM
from Stardock ForumsStardock Forums

Nothing. Not in my inbox or in my spam folder. You know, I wonder if it's a problem with Gmail. On this topic and other forums, I won't get notified to any replies. When I switched to Zoho Mail for my notifications for another forum, I would then get notified. I'm going to change my notification settings for Stardock also and see if that helps. I wonder if Gmail just isn't delivering the message. I apologize for my original post if that is the case. It could very well be an email problem after all. Sorry.

Looking at the settings, it seems that I can change my username and even password, but I can't change my email subscription. May I send a personal message to one of the staff members requesting a new email address to resend me the reply to my case?

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Brian2Cool
DaveBax
Join Date 10/2007
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Reply #7 August 26, 2016 2:50:04 PM
from WinCustomize ForumsWinCustomize Forums

Quoting Brian2Cool,
reply 6

Looking at the settings, it seems that I can change my username and even password, but I can't change my email subscription. May I send a personal message to one of the staff members requesting a new email address to resend me the reply to my case?

 

Try this. Log in here https://store.stardock.com/login.aspx?ReturnUrl=/myaccount

After login click Account Management and change your email there.

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Brian2Cool
Brian2Cool
Join Date 04/2013
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Reply #8 August 26, 2016 4:30:18 PM
from Stardock ForumsStardock Forums

Success. I updated my email. May I just request to have the reply to my case resent now to see if that part works?

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Brian2Cool
DaveBax
Join Date 10/2007
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Reply #9 August 26, 2016 5:18:38 PM
from WinCustomize ForumsWinCustomize Forums

Quoting Brian2Cool,
reply 8

Success. I updated my email. May I just request to have the reply to my case resent now to see if that part works?

Great. You may get an auto reply. If not I would send a support ticket in to confirm the change went through ok. You can submit a support using the link supplied in Reply # 3 above. NOTE: They are closed for the weekend so be patient. Only send one ticket because if you send in more before a reply you will keep going to the bottom of the list.

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Brian2Cool
Brian2Cool
Join Date 04/2013
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Reply #10 August 27, 2016 3:23:31 PM
from Stardock ForumsStardock Forums

I got notified of your reply, Dave, now that I switched to Zoho Mail. So that's a good sign. Okay, I can send a ticket Monday, but would that be alright to send a third one? I already sent two with my previous email. (After the the first, I made this topic. And then I sent a second after Reply 3. Then I changed my email.)

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Brian2Cool
Hankers
Join Date 04/2004
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Reply #11 August 27, 2016 4:02:31 PM
from WinCustomize ForumsWinCustomize Forums

Just wait for support to get back to you.

You shouldn't need send another email.

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Brian2Cool
ZubaZ
Join Date 11/2001
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Reply #12 August 31, 2016 8:50:51 AM
from WinCustomize ForumsWinCustomize Forums

I have updated your support case email and responded again.  Please let me know if you do not receive it in a timely manner.

Many thanks to Hankers for poking me that this was still an issue.

 

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Brian2Cool
Brian2Cool
Join Date 04/2013
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Reply #13 August 31, 2016 10:44:32 AM
from Stardock ForumsStardock Forums

Thank you, ZubaZ. I received it.

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