Can’t find my purchased products in my account

[bilal eofnv]

Hi, I purchased Ezdrummer 2, ez mix2, ezx metalmachine and library of extreme metal beats last November, 2015 under email: Tir_93@hotmail.com, I log in a few days ago to purchase more ezxs to find that the products in my account don’t exist anymore. I have no other email registered with toontrack, that being said on Nov, 26, 2016 I tried moving the info from my old email to dimi0041@algonquinlive.com so that’s my current email and even then it’s the same result. I tried looking for an email with the registration code of the products I purchased but no luck at all. It would make sense if I’ve had more than one email with toontrack. But I don’t. Can you log in to your system and check the sales info of (Ezdrummer 2 + ezmix2 + ezx metal machine + library of extreme metal beats) purchased in November 2015? I paid around 300CAD it should show up in your sales log. The owner of the credit card is on stand by waiting for toontrack to contact him and confirm that indeed those products have been purchased with that card on that day. Please respond to this via email at Dimi0041@algonquinlive.com or TIR_93@hotmail.com as soon as possible.

Topic

[bilal eofnv]

the email of the card holder used to purchase those products on that date is matthewhuntus@hotmail.com. email him asap to confirm.

[Scott]

Please contact Toontrack directly via the Contact Support button in the FAQ below. I can find no records of any purchases (except for a pending purchase made yesterday) in our system bought under any of those email accounts.

http://www.toontrack.com/faq/my-issue-is-not-covered-in-this-faq-what-next/

Scott Sibley - Toontrack
Technical Advisor

[bilal eofnv]

That’s why I’m giving you the exact products and date of purchase, just track which account and email it went to. Ezdrummer 2 + Ezmix 2 + `EZX metal machine + library of extreme metal beats All purchased in the same time somewhere around November 2015 via credit card. The cardholder’s name is Matthew Huntus. if I give you a screenshot of the dmg files of the products would that be proof? Is there a way to retrieve the serial numbers from the product itself? in the manual pdf maybe?

[Scott]

Again, this can’t be handled through the forum. Please contact Toontrack directly as stated above.

Scott Sibley - Toontrack
Technical Advisor

[matteotacchi]

Good morning, i enter into my account but i can’t find the product, even in PM.
The product is “Superior Drummer 2.0,” my email is matteotacchi@libero.it
I bought the product 27 November 2016

Thank you!

[Scott]

@matteotacchi said:
Good morning, i enter into my account but i can’t find the product, even in PM.
The product is “Superior Drummer 2.0,” my email is matteotacchi@libero.it
I bought the product 27 November 2016

Thank you!  

Have you registered your serial number to your Toontrack account? You should have got your product serial number in an invoice confirmation email. That serial number can then be registered to your account.

Scott Sibley - Toontrack
Technical Advisor

[matteotacchi]

If i go to “register product” i can’t do…i don’t find the product…

[Scott]

@matteotacchi said:
If i go to “register product” i can’t do…i don’t find the product…  

Did you get an invoice confirmation email? Did it include a serial number for the product you purchased? If so, that serial number needs to be inputted into the Register Product field. It won’t automatically show in your account.

Scott Sibley - Toontrack
Technical Advisor

[matteotacchi]

Yes, i have all;-)
First i have to register the product and then i’ll see it in “My Product” (where there is now written 0)?

[Scott]

@matteotacchi said:
Yes, i have all;-)
First i have to register the product and then i’ll see it in “My Product” (where there is now written 0)?  

Yes. 😉

Scott Sibley - Toontrack
Technical Advisor

[matteotacchi]

Thank you! All right, it works:-)

[hanssennik11]

Hi Scott,

I just purchased the matt gaska package through paypal today and created a new account at the same time. (its my first time using this software)

However, I’m surprised to see that it says that there is nothing in ‘my products’ despite my card getting charged.

Email on account is: mekmekkem69@gmail.com.

First time using this program… not off to a great start.

Hoping to get this resolved soon. I spent $40 and have nothing.

[Scott]

hanssennik11 wrote:

Hi Scott,

I just purchased the matt gaska package through paypal today and created a new account at the same time. (its my first time using this software)

However, I’m surprised to see that it says that there is nothing in ‘my products’ despite my card getting charged.

Email on account is: mekmekkem69@gmail.com.

First time using this program… not off to a great start.

Hoping to get this resolved soon. I spent $40 and have nothing.

I’ve registered your product to your Toontrack account. I’m not sure why you didn’t get an order email with the serial number so you could register it yourself but nonetheless, it’s all set now.

BTW, which Toontrack drums sampler are you going to use the MIDI pack with? You’ll need S3 or EZD2/3 to load the MIDI pack.

Scott Sibley - Toontrack
Technical Advisor

[hanssennik11]

Thanks for your prompt reply. Oh I thought the MG pack was the drum sampler. I’m new to all of this .I have reaper downloaded and thought I didnt need anything else except that.

[hanssennik11]

Also, how do I return this purchase? I must have left the “PC” option on instead of clicking “mac”. thanks.

[Author]

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