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Key File issues

Posted: Mon, 28th Jun 2004, 3:18pm

Post 1 of 4

andrdeco

Force: 200 | Joined: 27th Jun 2004 | Posts: 5

Windows User MacOS User

Gold Member

Okay - not an issue with any key file itself - rather, an issue in obtaining it.

Purchased Chromatator yesterday. registered with magic code today. Still no email with key file (an hour later). Went to keyfile resender - waited - still no email with keyfile.

Please pardon my impatience, but this is becoming frustrating for me. Went to keyfile resender again - got the message "We have already resent keys to this address in the past 24 hours To prevent abuse they cannot be resent again in this 24 hour period:

Okay - that's cool. I support your efforts to prevent abuse and all that (If you and I can pay for this and support this small company - so can everyone else).

HOWEVER, is the system (that issues the keyfile emails) wonky or what? Perhaps it is painfully sluggish?

Just as you are running a business, so am I. Again, I apologize for my impatience, but I have an itchy client and I do not wish to use the sloppy tools I have now.

(I have just learned of Chromanator in the last few days - which explains my apparent procrastination in purchasing it. No procrastination, really).

Thanks for any help someone can provide.

Kind regards,
Ron Andrade
andrdeco imageworks
Posted: Mon, 28th Jun 2004, 3:35pm

Post 2 of 4

malone

Force: 18242 | Joined: 21st Mar 2001 | Posts: 1477

VisionLab User VideoWrap User PhotoKey 5 Pro User MuzzlePlug User PowerPlug User PhotoKey 3 Plug-in User Windows User

FXhome Team Member

We're sorry if our distribution system is causing problems.

This is how it should work
1) You purchase the product from our online shop
2) We process the transaction and send out a confirmation email. This usually takes about 15 minutes, but we say to wait 24 hours to take into account slow email systems and other problems not under our control.
3) In the email there is a link to a webpage containing your magic code (for registering on the website) and keyfile (for unlocking the program).

I see that you have already registered your magic code so you must have reached step 3. If you look at the bottom of the magic code page you will see the keyfile download link under the "Files" section. You just need to download that file.
Posted: Mon, 28th Jun 2004, 3:46pm

Post 3 of 4

andrdeco

Force: 200 | Joined: 27th Jun 2004 | Posts: 5

Windows User MacOS User

Gold Member

Thank you for the rapid reply.

I feel like a dolt.

Perhaps - on your download page and in the purchase confirmation email (which guides you to the magic code page) - you could change the information which mentions the key file will be sent via email to state "...can be downloaded from the registration confirmation page" - or something to that effect.

You are most gracious and very responsive to your customers (if only Microsoft and Apple could do the same)

Thank you for your help and kind regards,

Ron Andrade
andr'deco imageworks
Posted: Mon, 28th Jun 2004, 4:21pm

Post 4 of 4

malone

Force: 18242 | Joined: 21st Mar 2001 | Posts: 1477

VisionLab User VideoWrap User PhotoKey 5 Pro User MuzzlePlug User PowerPlug User PhotoKey 3 Plug-in User Windows User

FXhome Team Member

Rating: +1

Apologies for the misleading information on the downloads page. In the past we did email key files, but this caused problems so we had to change to the new system. Unfortunatly the info on that page doesnt seem to have been updated. I have now corrected it and also updated the wording in the email to make it clearer.