Jump to content
  • 0
Sign in to follow this  
yli697

Unable to renew product support

Question

yli697

Hello,

 

I am trying to renew the product support for black marble base package to have access to the latest builds, but when i tried to renew the product support, there was no place for me to enter payment information and it went straight to a web page saying waiting payment from payment from press order. I don't know if I missed anything. Thanks for the help. 

 

 

Edited by yli697
  • Like 1

Share this post


Link to post
Share on other sites

19 answers to this question

Recommended Posts

  • 0
Chris Bell

the item is in your cart waiting to checkout, link emailed  :) 

  • Like 1

Share this post


Link to post
Share on other sites
  • 0
yli697

Got the email and I updated the card information, but when I clicked place order and pay, it says payment was declined. I have tried a few different cards as well. 

  • Thanks 1

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

if the transaction keeps failing its probably your bank flagging the transaction for security reasons,
ive had this happen numerous times and to be honest i prefer things this extra layer of security,
give your bank instituted a call and confirm it was you so they can approve you on your next attempt,  

  • Like 1

Share this post


Link to post
Share on other sites
  • 0
Marcus Isnard

I'm having the same issue, unable to renew support for base product - says pending and I never receive an email. 

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

Hi Marcus :)
Click on manage purchases in your shop account, click on "Manage"  Base and you will see "Pay Now" link

 

image.png

Share this post


Link to post
Share on other sites
  • 0
Marcus Isnard
59 minutes ago, Chris Bell said:

Hi Marcus :)
Click on manage purchases in your shop account, click on "Manage"  Base and you will see "Pay Now" link

 

image.png

Chris, 

 

Thanks for the fast response. It did not let me enter in my card details it now says "Waiting for payment from Press Order" and still not giving me access to the product. 

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

Marcus please use ticketing system to resolve your issue,
this is not the venue to discuss personal information!

Share this post


Link to post
Share on other sites
  • 0
fwerff
On 9/29/2019 at 3:11 AM, Chris Bell said:

Marcus please use ticketing system to resolve your issue,
this is not the venue to discuss personal information!

 

I have the same issue. Created a ticket (via the Contact Us form).... Hope to hear from you soon.

On a side note; I can understand having to pay for redownloads and new versions, but why can't I just install my current version (1.2)?

Regards,

Frank

  • Like 1

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

Hi Frank,
you need to login to your shop account and open a ticket from there,
contact us link will email forums or shop admins; not the same as customer support, 
 

Share this post


Link to post
Share on other sites
  • 0
undefined

I too am having the same issue. I never get a follow up email to enter my payment information. The links in above screenshots just take me back to the Checkout page which again just says Place Order and Pay, basically stuck in a loop. I tried to submit a support ticket by it tells me I don't have permission (probably because my support expired). I've tried the contact us link at the bottom of the page but as you indicated above, it's probably not the correct link.

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

you need to sign in to your shop account first! (its not the same as your forums credentials!)

Share this post


Link to post
Share on other sites
  • 0
undefined

I'm signed into both. On the tab with my shop account (https://shop.chrisbelldesigns.com/), I don't see any references to support other than the Contact Us link at the bottom.

Share this post


Link to post
Share on other sites
  • 0
undefined

That's the page I've been on. If I click the Pay Now link under Base Product support where it says " There is a pending renewal invoice for this product. Pay Now" it just takes me to the Checkout page where it says Place Order and Pay. When I continue it tells me "Further action is required from you to complete this order". I never receive any emails after that.

  • Thanks 1

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

did you cancel a prior renewal or this is the first time you got renewal alert?

Share this post


Link to post
Share on other sites
  • 0
undefined

After running into this issue I cancelled my first renewal, updated my payment card on the shop site and tried again. Ended up with the same issue.

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

standby please...
investigating what went wrong there,

Share this post


Link to post
Share on other sites
  • 0
Chris Bell

can you check if its working for you now please?

Share this post


Link to post
Share on other sites
  • 0
undefined

Yes, that worked. I was able to see different available payment methods and choose my card. I previously didn't see any of that. Thanks for your help!

  • Thanks 1

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
Sign in to follow this  

×