Paid for license but cantvalidate very annoyed trial expired

[michaelpope]

i have paid for a license on premium . my trial has expired and asked to validate.when I enter license number and name it says license validation error trial expired. want this sorting please

[astroman133]

The new purchased license key can replace the expired trial license key. Get your new license key from the My Purchases area of this site and enter it into the License verification dialog (click on the padlock after starting BYE).

[michaelpope]

Done this already and it wont accept it just like I've already said. You took payment from me  for £38.40 on the 7th august with a key that does not work. I have just purchased another key from you which has worked so I want the previous payment reimbursing promptly please

[michaelpope]

To be clear you only purchased once!!! There is only one purchase transaction in your account.  See your purchases and trial request here  https://www.otelescope.com/clients/.

If you still beleive you paid twice please provide proof you have 2 credit transaction because I only have1 purchase transaction under account "michaelpope" and I only see one credit card transaction at my end.

What you did is pay for the premium key but I suspect you kept using the trial until it expired.

You have actually activated your purchase key twice now on 2 different computers according to the log file.

Please make sure you are using your purchase and not your trial key.

 

[astroman133]

In the future you should send private correspondence to support@otelescope.com rather than post your financial information into the public forum.

[michaelpope]

thought this was private. what about refund from 7th august ?

[admin]

Okay, let me check.

BTW, I have removed your image from this thread for security reason.

[michaelpope]

thank you

[admin]

Hi Mike,

Well, you have 2 accounts!  "michaelpope" and "MickPope".

You purchased using account "MickPope" on August 5th (August 7th on your credit card statement) and you purchased yet again today using account "michaelpope".

You also have 1 trial in each account.  One on June 24th using account MickPope and one trial July 29th using account michaelpope.  This is not allowed and there is a clear warning about this on the web site.

Regarding your 2 purchase keys, you got mixed up with your 2 accounts and purchased twice; one with each account.  This was not an error on our part or even a computer error on our part; these were 2 deliberate purchases made by you.  Since these 2 transactions were made deliberately using 2 different accounts, and because both keys were activated, I can not issue a refund.  Please read the refund policy here which states "ABSOLUTELY no refund on BackyardEOS or BackyardNIKON software once an activation key has been issued".

Regards,

[michaelpope]

was not aware had made two accounts  and do not like what you are insinuating. I have one camera and one telescope and need only one license. I have trialed software on an old computer and a new computer purchased very recently but found that the software worked with eqmod on old computer ok so have stuck with that one. You appear to be suggesting dishonesty on my part and am not sure what exactly you are trying to say. I purchased a further license today thinking that the previous order had not gone through so just to clarify I have purchased 2 licenses for one piece of software.  Also when I made first purchase on 7th august why did you not send a  valid license through or a confirmation of payment or an acknowledgment of my order , obviously if you had then I would not have the need to have purchased a second one thinking that I must still only have a trial version. My only error is that I have somehow created 2 accounts perhaps one on each computer but I still only have one valid license but have now paid for 2 licenses.

[astroman133]

What Guylain is saying is that you created 2 accounts and purchased 2 licenses. He has no basis for a refund. I am sure that he has many customers who have valid reasons for purchasing multiple licenses. He acted in good faith that you actually needed what you purchased.

If I understand correctly, you have 2 licenses one under each account. If you activate each of those licenses with the correct user ID (Identifier) it will work. Note that the Identifier is case sensitive.

[michaelpope]

No I have one license that works which is the one purchased today. I purchase a license on 7th august . my trial expired yesterday and when I entered a key for license it would not validate. I tried on both computers and also used copy and paste as well as manually inputting license. You should have details of that license so could try yourself .Do you really think I  would buy a second license if the first one had worked what possible sinister  reason would I do this. Very bad experience and disgusted with there attitude . 

[admin]

34 minutes ago, michaelpope said:

was not aware had made two accounts  and do not like what you are insinuating. I have one camera and one telescope and need only one license. I have trialed software on an old computer and a new computer purchased very recently but found that the software worked with eqmod on old computer ok so have stuck with that one. You appear to be suggesting dishonesty on my part and am not sure what exactly you are trying to say. I purchased a further license today thinking that the previous order had not gone through so just to clarify I have purchased 2 licenses for one piece of software.  Also when I made first purchase on 7th august why did you not send a  valid license through or a confirmation of payment or an acknowledgment of my order , obviously if you had then I would not have the need to have purchased a second one thinking that I must still only have a trial version. My only error is that I have somehow created 2 accounts perhaps one on each computer but I still only have one valid license but have now paid for 2 licenses.

Hi Mike,

I'm not insinuating anything, I was just stating the fact that you have 2 accounts and that you purchased twice; one with each account.

Keys are not sent by email, everyone gets a payment confirmation page with a link to the "My Purchases -> Orders" where keys are found.  This is the same process for trials and purchase keys.  That key was activated once

Have your tried login in with account "MickPope" to see your key purchased August 5th?  

I think we should take this conversation off line.  Please send me direct emails to support@otelescope.com to continue this conversation.

Regards,