Software Forum

Hi

I've had Ace Utilities for over 4 years now and its excellent.

On Wednesday I bought a new laptop (other one died ) and I installed Ace Utilities - but when I came to put my name and key in, it keeps saying they're wrong?

I emailed support on wednesday asking for help - then realised yesterday that my email addy was different now from when I bought it - so I emailed them again explaining this.

How long does it take to get a response - usually its within a day at the latest?

Many thanks in advance for any help.

kareny

oops just read the board and on one post it says a 32 bit licence key wont work on a 64 bit machine ..... that would explain why on my big computer it works as thats 32 bit but this new laptop is 64 bit .... what happens now?

I'll inform the Support desk about this. You will, most probably, have to purchase the key for the 64-bit version separately, though at a reduced rate.

Please send an email to the Support section stating that you require serial key for 64-bit AU. Acelogix Support will provide you with the order link.

Hi, thanks for the answer - I have purchased the Ace Utilities 64 bit and entered the key, however I was charged full price for it - the link clearly said if you had a 32 bit edition you would get the 64 bit edition at a discount - but I went all the way through the payment section and like I said, was charged full price!

Suppport dont seem to be answering emails - which is unusual - Ive sent 3 now and no answer - is it give up time?

Many thanks

Kareny

That's odd. Did you order the 64-bit version from the website's main "order page"? That link is NOT for users with an existing 32-bit AU key. For such users, the Support section provides a "special" order link so that the discount rate applies to the transaction. That's why I requested you to send an email to the Support section mentioning that you're an existing 32-bit AU user and require an additional 64-bit license. In any case, I'll pass along this information asap and you will get the extra rate refunded.

Hi Aneesh

I bought the license by pressing "buy" on Ace Utilities 64 bit version which I downloaded - the site it took me too clearly said I would get a discount if I held a 32 bit lisence - I couldnt find the "special order link" that you mention - I would like to say that I emailed support yesterday explaining I was a 32 bit version holder and would willing pay for a 64 bit version with the applied discount ................no reply.

Please do forgive me for not being able to find the "special order link" - I used the search functions on the forum but it came back as a zero!

Any help you can give me in refunding the difference between a new user license and an exisiting user lisence would be grately appreciated.

Many thanks

Kareny

The discount order link is not directly accessible from the website nor published in website/forums. Support desk supplies the 32-bit AU users with that link on request via email. The difference in price will be refunded as soon as possible.

I just talked to the Support section. It seems that they can't refund the difference, as I mentioned earlier. Instead, they can cancel the order itself which will give you the total money back. Afterwards, they'll send you the discount-order-link. This whole thing will be sorted out at most by Monday. Till then, please bear with us. Meanwhile, do check your bulk/junk folder and see if any of the support emails have been diverted there. Thank you for your cooperation.

The Support desk has informed that they are having trouble locating your email(s). So I urge you to send another email stating your name, email address and orderid. Also, forward me a copy of these info as a private message in the forums incase they don't get the email.

Hi Aneesh

Have pm'd you with emails details, and emailed support as you suggested - thanks for helping - will let you know what happens

kareny

Got the message. Thank you. We'll contact you asap.

The Support desk has replied to me that they have dealt with this issue and emailed you. I hope you got it.

Hi Aneesh

Thank you so very much for all your help, yes I did get a full refund and the link to the AU 64 discount site. I've just ordered it and received my code - again, thank you

Have a wonderful day

kareny