Purchased Version 2 but was given 1.4

Other problems or issues not covered by other troubleshooting topics.
Johnny Zero
Posts: 1
Joined: Tue Nov 19, 2013 10:50 pm

Postby Johnny Zero » Sun Nov 24, 2013 10:14 pm

Looks like V2 was released early around 2000 Sunday night so I purchased the version 2 and when I went to download it said I had version 1.4. What gives? I didn't purchase the 1.4, I specifically clicked on the P3D V2 "ADD to Cart" button.



How do I get this fixed?

WBard
Posts: 1034
Joined: Mon Aug 16, 2010 7:23 pm

Postby WBard » Sun Nov 24, 2013 10:25 pm

Hi John,



It looks like you bought the v1 license by accident. You can email licensing or refunds and ask for a refund, and then double check that you purchase the version of Prepar3D that you wish to purchase.



We apologize for the inconvenience,

kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:16 pm

Same thing happened to me. I know I specifically selected the v2 developer non reoccurring option and it gave me the 1.4.

Alan_A
Posts: 35
Joined: Fri Mar 30, 2012 8:09 pm

Postby Alan_A » Sun Nov 24, 2013 11:19 pm

Same issue here. I thought I'd made a mistake and requested a refund for the 1.4 purchase. Then, when I went through again, I double-checked to make sure I was clicking on v2.0 professional. I was told I'd already purchased that product. But the download links are clearly marked for 1.4. At this point I've sent two messages - the first requesting a refund, and the second asking for clarification on what license I actually have. If I can download 2.0 without a refund, that'll be easier, obviously, but right now I don't have those download links. Thanks in advance for any light you can shed.


JamesM
Posts: 83
Joined: Mon Apr 02, 2012 9:49 am

Postby JamesM » Sun Nov 24, 2013 11:19 pm

No problems here I selected v2 & that is what I got nearly half downloaded now.

kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:25 pm

Alan what kind of payment did you select monthly? 1 month? What kind of license type (dev, academic)? It maybe one of the options are not working correctly? I selected developer 1 month non reoccurring.

WBard
Posts: 1034
Joined: Mon Aug 16, 2010 7:23 pm

Postby WBard » Sun Nov 24, 2013 11:32 pm

Sorry for your inconvenience.



Sometimes licensing and refunds can take a day to respond (two business days is their guarantee) so if you have the option to double back and ensure you purchase a v2 license, refunds will refund your mistaken v1 purchase.



Thanks again for your support of Prepar3D! We are very excited about v2 as well,

Alan_A
Posts: 35
Joined: Fri Mar 30, 2012 8:09 pm

Postby Alan_A » Sun Nov 24, 2013 11:40 pm

@kevinmannjr - I bought the professional license, $199 single payment.



@Wes - thanks for the quick reply. Unfortunately it wasn't a mistaken purchase. I requested a refund as instructed, then went back and tried to make a new purchase of v2. I made absolutely sure I was clicking on the v2 professional license option (top left corner of the screen). I received a prompt telling me that I'd already made that purchase. So I sent a second e-mail to refunds, copying licensing, asking for clarification. At this point it seems I've bought a v2 license but can only get download links to v1.4. If there's a way I can clear my purchase history and buy a v2 license fresh, I'd be happy to do that and stand by for a refund. Equally, if my current purchase can be verified and then associated with a v2 download, that's fine, too. I'm happy to stand by for whatever works best for your crew. But it does seem there's some kind of software glitch going on when it comes time to associate the purchase with the download links. Hope this is helpful information.


kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:42 pm

Ok so I tried it again and took screen shots that I will upload. It said it was V2 in the cart. So I entered my cc info again hit place order and now it says "An order has already been processed for this amount using this credit card within a predetermined interval. Click HERE to view the previous order.



Click the Continue button to enter another form of payment or verify your payment information."
It still says under my account V1.4????

kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:46 pm

I am having the identical thing happen to me Alan.

kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:48 pm

[img]https://drive.google.com/file/d/0B3TlgC5EoTolaFVxNEZoRHlUZW8/edit?usp=sharing[/img]

[img]https://drive.google.com/file/d/0B3TlgC5EoTolRUlYWVJ3OERVNDA/edit?usp=sharing[/img]

Alan_A
Posts: 35
Joined: Fri Mar 30, 2012 8:09 pm

Postby Alan_A » Sun Nov 24, 2013 11:51 pm

@Kevinmannjr - Yes, those messages are identical to the ones I'm getting. And it's definitely v2 in the purchase confirmation, but v1.4 in the download links. Looks like we'll need to wait for a fix.

kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Sun Nov 24, 2013 11:54 pm

I just looked at the receipt and it says V1? I do believe there is a glitch. I just don't want it to continue happening to other people.

Alan_A
Posts: 35
Joined: Fri Mar 30, 2012 8:09 pm

Postby Alan_A » Mon Nov 25, 2013 12:01 am

My receipt doesn't specify a version. Does that imply 1.4? It definitely doesn't say 2.0. Maybe the issue is that the 2.0 purchase button is incorrectly linked to 1.4 licenses. But it doesn't pay to speculate - like I said, I'm happy to stand by - wasn't expecting a release 'til tomorrow at the earliest, so I can't really count this as lost time. Maybe I'll download the new FTX Global installers in the meantime...


kevinmannjr
Posts: 8
Joined: Mon Nov 25, 2013 4:00 am

Postby kevinmannjr » Mon Nov 25, 2013 12:16 am

My bad it says V1 if you view your license info on the website. The receipt does not state. I also don't mind waiting but just want them to know before it becomes a bigger issue with a larger amount of users. I am 100% sure I selected V2.



Order Information:

Description Quantity Unit Price Extended Price

Prepar3D Registered Developer (1 Month Prepaid) 1 $9.95 $9.95


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