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SolarusSnowflake
SolarusSnowflake
Join Date 01/2013
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FENCES 4 Activation Issue

January 26, 2022 11:27:10 AM from Stardock ForumsStardock Forums

Good afternoon,

I tried submitting a support ticket a few hours earlier from when I made this post but did not receive any confirmation E-Mail that it went through and do not have a note of the support ticket number.

Earlier today I purchased Fences 4 as an upgrade from Fences 3 and I had confirmation that the payment was processed and have indeed been charged. However, when I tried activating it said that the account is not associated with the copy I was given.

As a note, I did also update my E-Mail address just before I did purchase it so I assume it may have had something to do with that?

Any help to get this resolved ASAP would be appreciated.

Kind regards.

accounts and activation help
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SolarusSnowflake
AzDude
Join Date 11/2002
+555 sdemployee
Reply #1 January 26, 2022 12:10:37 PM
from Stardock ForumsStardock Forums

Hello,

Sorry to hear you are having issues.

I'll give you a couple links to help .

1 - To merge your old email to your new email https://www.stardock.com/accounts/registrations/

2 -  To get product and Key https://forums.stardock.com/484254/getting-your-products-and-keys

       use the email you paid with if Paypal use that email .

3 - Your account info https://store.stardock.com/myaccount

Let us know if you need further help please .

 


AzDude
Stardock Community Assistant

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SolarusSnowflake
SolarusSnowflake
Join Date 01/2013
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Reply #2 January 26, 2022 12:31:16 PM
from Stardock ForumsStardock Forums

Hi AzDude,

Many thanks for your prompt response.

I can confirm that Fences 4 does not appear anywhere in My Downloads, the list of associated codes through EMail, or Order History.

I'd also like to mention that this has nothing to do with purchasing this from an alternative account.

When I was attempting to activate it, I was trying to do so by logging into the account I purchased it with through the application itself and it said it was no associated; still states that.

If this can't get sorted then I will need to make sure I don't get charged for this and wait until I know it can be activated for sure.

Kind regards.

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SolarusSnowflake
AzDude
Join Date 11/2002
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Reply #3 January 26, 2022 12:36:19 PM
from Stardock ForumsStardock Forums

Hello,

 Ok , I'll have you submit a ticket to support here https://stardock.atlassian.net/servicedesk/customer/portal/4

explain your issue . ONLY submit 1 ticket and wait for a response as they are viewed in the order received .

*** a special note here because it has happened with others , that you just by mistake mis-typed your

email address wrong at purchase causing an issue .

 

AzDude
Stardock Community Assistant

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SolarusSnowflake
SolarusSnowflake
Join Date 01/2013
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Reply #4 January 26, 2022 12:43:23 PM
from Stardock ForumsStardock Forums

Hi AzDude,

As I previously stated I did submit a support ticket and can confirm it was through this link.

Shall I re-submit one and provide you with the support ticket number here or wait for a response from the first one I submitted?

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SolarusSnowflake
AzDude
Join Date 11/2002
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Reply #5 January 26, 2022 12:46:22 PM
from Stardock ForumsStardock Forums

Quoting SolarusSnowflake,
reply 4

Hi AzDude,

As I previously stated I did submit a support ticket and can confirm it was through this link.

Shall I re-submit one and provide you with the support ticket number here or wait for a response from the first one I submitted?

No do not re submit or you go back to the end of the line for viewing .

Give me your SSN# from your ticket and we will follow up for you .

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SolarusSnowflake
AzDude
Join Date 11/2002
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Reply #6 January 26, 2022 12:54:40 PM
from Stardock ForumsStardock Forums

By the way did you try this link today if not do so , as I now know there was an issue a few days ago 

with some activations on our server . . https://forums.stardock.com/484254/getting-your-products-and-keys

 

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SolarusSnowflake
SolarusSnowflake
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Reply #7 January 26, 2022 1:06:50 PM
from Stardock ForumsStardock Forums

Hi AzDude,

I don't have the SSN number as I said previously; I did not receive any EMail confirmation like the form stated it would.

Also yes I did try that link and it only explains how to do the things I have already tried.

Please advise.

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SolarusSnowflake
AzDude
Join Date 11/2002
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Reply #8 January 26, 2022 1:25:35 PM
from Stardock ForumsStardock Forums

OK go ahead and submit a new ticket today and then post your SSN# back here .

It might take a short time to go through the process but if needed we can follow up

with your SSN# ..

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SolarusSnowflake
SolarusSnowflake
Join Date 01/2013
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Reply #9 January 26, 2022 1:37:13 PM
from Stardock ForumsStardock Forums

Hi AzDude.

Thank you for allowing me to re-submit it.

SSN number is as follows; SSN-26526

If you need anything further please let me know and apologies for any trouble caused; your help is greatly appreciated with this.

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SolarusSnowflake
AzDude
Join Date 11/2002
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Reply #10 January 26, 2022 2:20:26 PM
from Stardock ForumsStardock Forums

OK , we have to give the ticket time to process but if there is still an issue 

post back here again so we can follow up , please .

I also , have submitted your SSN # to be looked into as soon as they can ..

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SolarusSnowflake
sdrohan
Join Date 10/2012
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Reply #11 January 26, 2022 2:33:29 PM
from Stardock ForumsStardock Forums

Quoting SolarusSnowflake,
reply 2

I can confirm that Fences 4 does not appear anywhere in My Downloads, the list of associated codes through EMail, or Order History.

If any order is not in your order history, it was ordered under a different address or you spelled the email wrong.  In this case, it is the latter - you spelled it wrong.

I have merged the accounts.

Sean Drohan
Stardock Support Manager

 

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SolarusSnowflake
SolarusSnowflake
Join Date 01/2013
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Reply #12 January 26, 2022 2:33:49 PM
from Stardock ForumsStardock Forums

Will do. Thanks a bunch!

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SolarusSnowflake
SolarusSnowflake
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Reply #13 January 26, 2022 2:59:17 PM
from Stardock ForumsStardock Forums

Hi Rohan,

I can promise you it was the correct E-Mail address I entered in the box asking for payment info and it was not ordered under a different address... not sure how that's possible and it would be ordered from the account you're logged into.

I don't understand why it can be possible to use an incorrect one; I assumed it would've warned me if the E-Mail address didn't match with what an account is registered under, even if I updated my E-Mail address in account tools JUST before I purchased it.

Aside from that, the issue is now resolved so I appreciate that.

Can it also be possible to have the proof of purchase E-Mail sent to the correct address as well please?

 

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SolarusSnowflake
sdrohan
Join Date 10/2012
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Reply #14 January 26, 2022 3:35:20 PM
from Stardock ForumsStardock Forums

Quoting SolarusSnowflake,
reply 13

I don't understand why it can be possible to use an incorrect one; I assumed it would've warned me if the E-Mail address didn't match with what an account is registered under, even if I updated my E-Mail address in account tools JUST before I purchased it.

The email that you are logged in with was not the problem, its just that you misspelled it on the popup sales window which is something FastSpring runs (our payment processor).  When the transaction completes and they send us the data, it's under that wrong address. 

Quoting SolarusSnowflake,
reply 13

Can it also be possible to have the proof of purchase E-Mail sent to the correct address as well please?

Done.

Sean Drohan
Stardock Support Manager

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SolarusSnowflake
SolarusSnowflake
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Reply #15 January 26, 2022 3:43:01 PM
from Stardock ForumsStardock Forums

Ah okay, thanks for letting me know. I'll be sure to be more careful next time.

I have received the E-Mail as well.

Thank you Rohan.

 

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