Platinum VIP licence not valid

arctucas

When I enter my name and email, is says my license has expired:

: Your license to use jv16 PowerTools has expired, please renew your subscription at http://www.macecraft.com if you wish to use this software.

I have had a Platinum VIP license since 2012.

I had the same issue with some of the BETAs earlier.

And another thing, 2017 does not completely uninstall, leaving a folder in ProgramFiles(x86).

mihaibarbulescu

cousintim wrote
Error when I try to apply my Platinum VIP license ("expired"). Support ticket submitted (5796).

Your ticket has been received on Friday and was first replied to by us 5 minutes after you requested it.

cousintim wrote
It's been over a day since I submitted my support ticket (with the requested screenshot) on this issue and posted in this thread. No fix. No reply. No response. Not a peep. That is sad.

After your have submitted us more details, we had to do some investigation. I am sorry for the long reply time, however, I have now stepped in and replied with what I could find related to your licensing issues.

Important:

Please use the support ticket to communicate with us about this topic. This will help us to have all the necessary information in one place, keep sense of what the problems is and have a clear reference of our communication. You can surely use the forum to ping us or cross-check with other issues that our community has in this time, as you did - which is much appreciated!

cousintim wrote
You introduced a major upgrade to your flagship product. Why is there no one is around to fix a very major problem (and several minor ones)???

Sending out replies without allocating time and energy into investigating the commonalities of the reported issues after a major product release might do more harm than good. For this reason, we need to take the time to analyze all your requests, issues, questions and concerns before sending out help and assistance or solutions.

Sorry that we could not face your expectations in terms of reply times. Until we figure out if your license was already expired or not (looks like it), I hope you will agree to use the fully functional, 60 day trial version of jv16 PowerTools 2017, as that should anyway work without any problem at your side.

mihaibarbulescu

balloon66 wrote
No solution since 24.11.2016. No solution. Neither here nor from support.

Please let me know your support ticket number via a forum private message and I will make sure to speed up the time of reply for your particular case.

balloon66 wrote
Macecraft. We are your customer! If you are not able to find a solution for the online-registration bring us back the possibility to

use the old xbin-licence-file.

The current online registration is actually, in most ways, a much better system compared to the old .xbin license file. There are just some possible tweaks and fixes that we need to do over time to perfect it for you. Thanks to your reports, we are working on it in a case-by-case manner.

claudiumatei

For any inquiries regarding licensing issues, please get in touch with our customer support by opening up a new ticket here: https://macecraft.zendesk.com/hc/en-us/requests/new

We kindly ask of you to provide the full Name and Email address in order to review your license information and manually refresh the account information where needed.

Allow me to remind you that VIP Technical Support offers as it says, Technical Support and not Lifetime License. The VIP offers priority in solving technical issues and the Pay Once, Use Forever (also known as Platinum) license offer the lifetime product regardless of which version you register.

mihaibarbulescu

redseujac wrote
Since many years I own a lifetime VIP License as the Dutch translator of the program.

Update:

In your particular case, you should indeed have an active license since 25-September-2013, when we granted you this free lifetime license as a courtesy for helping us to translate jv16 PowerTools.

For some reason, jv16 PowerTools 2017 does not recognize your license as it is based on an order that does not have an actual payment behind it (free license added manually to our database, no payment on your behalf).

A definitive result of our investigation for your particular license case will be concluded at the start of the week and we will get back to you as soon as possible via your private support ticket, which you already have open with us and in which I noticed that you are discussing with our Chief of Support about this matter.

Thank you!

redseujac

mihaibarbulescu wrote
redseujac wrote...For some reason, jv16 PowerTools 2017 does not recognize your license as it is based on an order that does not have an actual payment behind it (free license added manually to our database, no payment on your behalf).

Finally that's a bug / issue in PT2017, because like I wrote in my last email to Claudiu (without any answer) I have no problems at all with the same license in PowerTool X I have reinstalled.

Notice that probably other translators owning a Platinum VIP license have the same problem.

Notice also that I haven't only translated jv16 PowerTools one time in the past, but that I have translated all versions and all updates inclusing PT 2017!

mihaibarbulescu

Arctucas wrote
When I enter my name and email, is says my license has expired

Please submit a support inquiry (if you haven't already done so) here: https://macecraft.zendesk.com/hc/en-us/requests/newhttps://macecraft.zendesk.com/hc/en-us/requests/new

In the support ticket, please include your Full Name and E-mail address, as used at the time of your license purchase (same as you are trying to activate the product with). This will help us to speed up the investigation of your request.

Arctucas wrote
I have had a Platinum VIP license since 2012.

If you have already submitted a support ticket, then please send me a forum private message with your ticket number and I will make sure to speed up the time of your investigation on this matter.

Arctucas wrote
And another thing, 2017 does not completely uninstall, leaving a folder in ProgramFiles(x86).

During Uninstall, did you choose to keep the product's Settings or Backups? See the screen that I am referring to below:

pt-2017-uninstall-keep-backups.png

Last but not least, did you wait for the Uninstall process to finish completely? See the screen that I am referring to below:

pt-2017-uninstall-wait-to-finish.png

It may happen that sometimes this is exactly what happens, as described in the screenshot included above:

pt-2017-uninstall-wait-preworker2.png

If this happens, simply wait for 1 minute and click on 'Retry'.

mihaibarbulescu

redseujac wrote
Finally that's a bug / issue in PT2017, because like I wrote in my last email to Claudiu (without any answer) I have no problems at all with the same license in PowerTool X I have reinstalled.

Exactly. I have found the correlation between the fact that your most recent active license is a free license given to you as a result of your efforts with us. Since its a free license that was added manually (with no real payment behind it), the work in progress at our side is to find out why the issue.

You will receive an update via e-mail in your support ticket.

redseujac wrote
Notice that probably other translators owning a Platinum VIP license have the same problem.

Sure, this is why at the moment this issue is top priority for us.

redseujac wrote
Notice also that I haven't only translated jv16 PowerTools one time in the past, but that I have translated all versions and all updates inclusing PT 2017!

I very well know your efforts and highly appreciate the work that you have put into our product's translation and community overall, here on the forum.

Thank you!

cousintim

mihaibarbulescu wrote
cousintim wroteError when I try to apply my Platinum VIP license ("expired"). Support ticket submitted (5796).

Please use the support ticket to communicate with us about this topic. This will help us to have all the necessary information in one place, keep sense of what the problems is and have a clear reference of our communication. You can surely use the forum to ping us or cross-check with other issues that our community has in this time, as you did - which is much appreciated!

I received an email response to my ticket this morning. I replied to it twice, first to tell you that I received a complimentary/no-charge Platinum VIP license from you (mihaibarbulescu) on 19/4/2016 in response to billing system deficiencies. In that first reply, I provide a screenshot of my PT X showing the Platinum VIP license. The second reply was a snip of the exchange of posts with you from the PT X forum where I was granted the Platinum VIP license.

Since it is a free license added manually, I bet that is the source of the problem. I await your reply how this is resolved. Thank you.

arctucas

mihaibarbulescu wrote
Arctucas wroteWhen I enter my name and email, is says my license has expired

Please submit a support inquiry (if you haven't already done so) here: https://macecraft.zendesk.com/hc/en-us/requests/newhttps://macecraft.zendesk.com/hc/en-us/requests/new

In the support ticket, please include your Full Name and E-mail address, as used at the time of your license purchase (same as you are trying to activate the product with). This will help us to speed up the investigation of your request.

Done, awaiting a reply.

mihaibarbulescu wrote
Arctucas wroteI have had a Platinum VIP license since 2012.

If you have already submitted a support ticket, then please send me a forum private message with your ticket number and I will make sure to speed up the time of your investigation on this matter.

Arctucas wrote
And another thing, 2017 does not completely uninstall, leaving a folder in ProgramFiles(x86).

During Uninstall, did you choose to keep the product's Settings or Backups? See the screen that I am referring to below:

pt-2017-uninstall-keep-backups.png

Last but not least, did you wait for the Uninstall process to finish completely? See the screen that I am referring to below:

pt-2017-uninstall-wait-to-finish.png

It may happen that sometimes this is exactly what happens, as described in the screenshot included above:

pt-2017-uninstall-wait-preworker2.png

If this happens, simply wait for 1 minute and click on 'Retry'.

I unchecked all the boxes at uninstall.

I got no in use notice, the uninstaller was no longer in the Windows Remove Programs list, therefore I could not retry the uninstallation.

Another thing, if I use jvPT X to remove the leftover traces of jvPT 2017 that it finds, it actually uninstalls jvPT X.

Frankly, it seems you still have a bit of work to do with jvPT 2017, and it is not really ready for release as a final version.

arctucas

mihaibarbulescu wrote
<SNIP>

redseujac wroteNotice that probably other translators owning a Platinum VIP license have the same problem.

mihaibarbulescu wrote
Sure, this is why at the moment this issue is top priority for us.

<SNIP>

While we all appreciate the hard work the translators did, and probably will continue to do, it seems to me that your first responsibility would be to your paying customers.

balloon66

Problem is solved.

Claudiu from support center has got the solution. He is very friendly and very, very competent.

The trick he did was to create a new licence and link it to the user account. So simple...

Best regards,

Uwe

redseujac

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mihaibarbulescu

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mihaibarbulescu

Arctucas wrote
While we all appreciate the hard work the translators did, and probably will continue to do, it seems to me that your first responsibility would be to your paying customers.

By fixing the issue that was preventing free licenses from being activated, we have also covered other few problems that may have been actually preventing you from activating. However, I do not know your license details by heart so please bare with us as we investigate each case one by one.

Please try to activate your license again now (we have fixed a server side bug that was preventing certain license types from being properly recognized) or wait for assistance from our technical support team if you have already opened a support ticket. In the while, you can use the free 60 days trial of the software with no problem, is that correct?

mihaibarbulescu

balloon66 wrote
Claudiu from support center has got the solution. He is very friendly and very, very competent.

One the issues that was preventing certain license types from being activated is indeed fixed now.

If any one of you is still facing problems in activating the product, please let me know via a forum private message or send a reply to your already open support ticket with us so that we can investigate your license details privately.

mihaibarbulescu

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redseujac

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arctucas

redseujac wrote
Arctucas wroteWhile we all appreciate the hard work the translators did, and probably will continue to do, it seems to me that your first responsibility would be to your paying customers.

Arctucas, Platinum VIP License holders are entitled to priority support : and I defy anyone to try translating the whole PowerTools, then you'd see what a hell of a job this is. I guess the price of all those hours of work is at least worth the price paying customers are paying for the program.

I said that your efforts, which I am sure were quite time-consuming, were appreciated.

If you were offended by my comments, I sincerely apologize. I want to be perfectly clear that no disrespect was intended.

However, I believe you would agree, that without people paying their hard-earned money for the product you assisted in developing, your efforts would be for naught?

So, again I apologize for whatever offense you have perceived.

arctucas

mihaibarbulescu wrote
Arctucas wroteWhile we all appreciate the hard work the translators did, and probably will continue to do, it seems to me that your first responsibility would be to your paying customers.

By fixing the issue that was preventing free licenses from being activated, we have also covered other few problems that may have been actually preventing you from activating. However, I do not know your license details by heart so please bare with us as we investigate each case one by one.

Please try to activate your license again now (we have fixed a server side bug that was preventing certain license types from being properly recognized) or wait for assistance from our technical support team if you have already opened a support ticket. In the while, you can use the free 60 days trial of the software with no problem, is that correct?

I was able to use it, yes.

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