License not applied to correct account

[solamaragency]

Hi, I tried sending a contact form for this request, but have a feeling that form won’t get a response.

We have a license for a client that was under an account that we could not find information for. This license is expiring on June 24. We received an email letting us know this.

We used the link in the email to purchase a renewal, however, a new account was created rather than using the existing account because we could not find the account info. Yeah, a mess, I know. And to top it off, we figured out how to get into the old account, which I’m using to post this thread.

Anyway, the order #968917 was placed on June 11, 2015 and is currently Completed. This was done on the new account and was for the same license key as the old account. However, the renewal does not show up on the old account.

How do we resolve the two accounts?

Please respond to this account.

[Brian]

Hi,

Sorry for the issues with the license here. I can help out.

Since you bought the plugins under a new account instead of renewing we have a couple options.

One is to just use the new account as is and let the old one expire.

However, if you would like to use the old account and get the renew price we can refund your new purchase and then you can renew the license under the older account.

To request a refund please follow our policy outlined here:

Refund Policy

And we can take care of it. Thanks

Note – We are unable to transfer licenses between accounts or offer partial refunds.

[solamaragency]

This reply is private.

[Brian]

Can you login with the new account and go to My Account > Licenses.

The license should there.

If not please post a forum ticket with that account so we can take a look.

[solamaragency]

This reply is private.

[Brian]

Hi,

We are trying to figure out how this happened.

However, now it looks like the original account the license is now extended for a year and expires in 2016. Can you confirm you see that as well? This is the account you are using to post here.

Also do you have the exact steps you took to create a new account.

You clicked the link to renew from the email and then how were you able to create a new account?

Please let us know.

Thanks

[solamaragency]

This reply is private.

[Brian]

This reply is private.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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