Extension purchased not shown in Product Manager

Product Manager
Viewing 10 replies - 1 through 10 (of 10 total)
  • Scott
    Moderator

    Neither of your two purchases made yesterday were auto-registered to your account. It could have been that you weren’t signed in at the time of purchase, or that you choose not to auto-register them at time of purchase.

    You should have a confirmation email with serial numbers that you can register to your account.

    However, the problem I see, and the reason that you have the Rock Ballads EZkeys MIDI in your account now, is that you purchased and registered that pack on 2015-10-30 and then you purchased the same pack again yesterday.

    If you purchased that pack by mistake, you’ll need to contact Toontrack directly via the Contact Support button in the FAQ below and request a refund.

    My issue is not covered in this FAQ, what next?

    Scott Sibley - Toontrack
    Technical Advisor

    chalin
    Participant

    I have a similar problem.
    I have purchased the Superior drummer 2.0 but I cannot see this product in my orders nor my products. I paid for it and no download is allowed! What’s up? Order number 914811.

    Scott
    Moderator

    @chalin said:
    I have a similar problem.
    I have purchased the Superior drummer 2.0 but I cannot see this product in my orders nor my products. I paid for it and no download is allowed! What’s up? Order number 914811.  

    Did you get a confirmation email with your product serial number after your purchase? Did you register that serial number to your account?

    Scott Sibley - Toontrack
    Technical Advisor

    chalin
    Participant

    I’m sorry. I’m probably blind 🙂 I didn’t see the serial number in the confirmation email. Now is everything OK. Thank you.

    Mario
    Participant

    This is the way I found the solution for the problem:
    > Login My Account
    > Register Products
    > DON’t Choose the opened product manager offer, but insist in using the WEB alternative (field below)
    > My Products: Click the blue Button “Register New Product”
    > Filled in the serial number
    > Pepeated the Process with the second seriel number
    > Done.

    Mario

    Scott
    Moderator

    @Delmonac said:
    This is the way I found the solution for the problem:
    > Login My Account
    > Register Products
    > DON’t Choose the opened product manager offer, but insist in using the WEB alternative (field below)
    > My Products: Click the blue Button “Register New Product”
    > Filled in the serial number
    > Pepeated the Process with the second seriel number
    > Done.  

    Like I asked above, are you are aware you purchased the Rock Ballad EZkeys MIDI twice, once last year and once yesterday?

    I checked your account and you now have 2 of the same pack registered to your account.

    Scott Sibley - Toontrack
    Technical Advisor

    TheKindred
    Participant

    Hi,

    didn’t want to start a new topic, but ran into the basically the same issue.

    I purchased the ezdrummer2 bundle (core software and 2 ezx packs) and it didn’t autoregister to the product manager, there were no serial numbers included in the confirmation email and there’s nothing showing in the purchases section of my account.

    Is anyone able to help me figure out where this went wrong?

    TheKindred
    Participant

    Order Number: 1175643 if that helps

    double checked the receipt/confirmation emails i got after the the purchase but no option and nothing listed in my products both in Product manager or the web manager.

    John
    Moderator

    Hi,

    for some reason, the Auto-register failed but I have now manually corrected it and you should now find the products in your account.

    BR,
    John

    John Rammelt - Toontrack
    Technical Advisor

    TheKindred
    Participant

    @John said:
    Hi,

    for some reason, the Auto-register failed but I have now manually corrected it and you should now find the products in your account.

    BR,
    John  

    awesome. Thanks, John.

    I see them in product manager now and am downloading them as I type this.

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