Unable to complete purchase (but payment is completed)

[Lucaniss]

I bought EZ Drummer 3 (well almost). I went to checkout, then chose the PayPal / Przelewy 24 payment method and paid (the payment was made correctly, the money left my account). The payment window closed and I am still on the “Checkout” step… I filed a support ticket (I provided the payment reference number) but I did not even receive any confirmation by email… I do not have any confirmation of the ticket, no number that I could refer to… nothing… and the money spent… Can you please help and complete my purchase and assign product to my account?

Topic

[Scott]

I see EZD3 in your account currently. Was there another purchase you are referring to or are you all set now?

Scott Sibley - Toontrack
Technical Advisor

[Lucaniss]

The money was returned to my account and I bought it again (in an external store this time to avoid a similar problem). Thanks!

[Cyryl]

Hi,

I have similar problem. But my money still has not been returned. Are you able to check what is going on with the purchased product? I was buying EZ Mix 3.

[John]

Hi Cyryl,

connected to this user email, I only find one order from November 2023. Did you buy it with another user id and email?

BR,
John

John Rammelt - Toontrack
Technical Advisor

[Cyryl]

Hi John,

Yes, I used the user ID and email address that were previously used to purchase EZ Drummer.

Now it seems that the transaction is stuck after the payment was made. So I finalized the transaction via my bank account, I even received an email confirmation. Unfortunately, the product is not available for download, no confirmation email from the site has been sent, and the product is still waiting in the shopping cart to be finalized.

BR
Cyryl

[John]

Hi,

it’s registered to your account now.

BR,
John

John Rammelt - Toontrack
Technical Advisor

[Tunefunk]

The problem was solved, thank you for the high service!

• This post was modified 1 year ago by Tunefunk.

[chazgreen11]

I’m having the same exact issue now. Looks like a few people have had it over the years, any fix?

[John]

chazgreen11 wrote:

I’m having the same exact issue now. Looks like a few people have had it over the years, any fix?

Hi,

exact issue as…?

Has your purchase not gone through?

Did your money not get returned?

Did the order go through but you do not have the product(s) registered?

Did you not get a confirmation email?

BR,
John

John Rammelt - Toontrack
Technical Advisor

[dialed]

Having a very similar issue- made purchase, entered info and clicked PAY NOW…… then nothing. Shows pending and never resolves. I’ve contacted support, they cleared the previous two “pending” transactions. Went back in to attempt third purchase and we are now back to “pending” for hours…. I just want to make music and I’ve been dealing with technical issues for three days. I am so over ‘pay-to-play’….

[wroobelek]

Hello, I’ve got the same problem. The payment was sent, but the website did not redirect me to complete the order. I made the purchase again using a different payment method, believing that the funds from the previous transaction would be refunded.”

[rixa]

Please contact our support about this. You can contact support via the Contact Support button at the bottom of any FAQ on our site. https://www.toontrack.com/faq/how-do-i-contact-support/

Rickard - Toontrack Music
Make music - it´s EZ!
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[Author]

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