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Unable to download and no reply with several ask for days

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Viewing 9 replies - 1 through 9 (of 9 total)
  • wyshau
    Participant

    @wyshau said:

    Please check the contact and reply to solve my problem on downloading purchased items. Order #8669
    I am not sure your contact under FAQ work, thus post my request here.

    Appreciated,
    Wen-Yi

    Still no answer?
    Any Toontrack staff check customer question?
    Where can I get service to solve the problem?

    Erik Phersson
    Moderator

    I have now activated your account. If you have further issues please contact support through the ‘Contact Support/FAQ’ at the top of this web site. If you done so previously with no answer, please do it again since we found a bug that caused some support e-mails to not reach its destination properly. I apologize for the inconvenience.

    Erik Phersson - Toontrack
    Head Of Development

    wyshau
    Participant

    @Erik said:

    I have now activated your account. If you have further issues please contact support through the ‘Contact Support/FAQ’ at the top of this web site. If you done so previously with no answer, please do it again since we found a bug that caused some support e-mails to not reach its destination properly. I apologize for the inconvenience.

    The problem remain, I can’t download the purchased items, and “My Product” do not show the new purchased 6 items nor the previous EZdrum I have been registered before.
    Can you fix it?
    Thank you

    Michael
    Moderator

    Hi,

    Please contact Support using the Contact Support / FAQ link on Toontrack.com.

    In this email please include your Order number, and the email that you use for your Toontrack.com account.

    Michael Sanfilipp - Toontrack
    Technical Marketing Coordinator

    wyshau
    Participant

    Have done so, and waiting for fix the problem.
    Thanks

    wyshau
    Participant

    Problem still not fixed since 3 May. No answer from service deck for another 24 hrs.
    And my registered EZDrum also disappear from My Account?

    Erik Phersson
    Moderator

    @wyshau said:

    Problem still not fixed since 3 May. No answer from service deck for another 24 hrs.
    And my registered EZDrum also disappear from My Account?

    checked the database and as far as I can tell your EZdrummer is registered under a different email address than what you have used to log in, try changing from @mac.com to @me.com

    Erik Phersson - Toontrack
    Head Of Development

    Erik Phersson
    Moderator

    I have checked the web-shop and can see that you bought a couple of products that was not registered to your account. I can register them for you but I need to know if you want them on your @me.com or your @mac.com account?

    Erik Phersson - Toontrack
    Head Of Development

    Michael
    Moderator

    Hi Wen-Yi,

    We have now received your email to support and we have added your products to your account. We are sorry for the inconvenience.

    Michael Sanfilipp - Toontrack
    Technical Marketing Coordinator

Viewing 9 replies - 1 through 9 (of 9 total)

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