registration code

[kareny]

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?

[Aneesh]

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.

[Aneesh]

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.

[kareny]

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

[Aneesh]

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.

[kareny]

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

[Aneesh]

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.

[Aneesh]

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.

[Aneesh]

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.

[kareny]

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

[Aneesh]

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

[Aneesh]

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

[kareny]

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