Unable to download and no reply with several ask for days

[wyshau]

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

Topic

[wyshau]

@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]

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]

@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]

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]

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

[wyshau]

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]

@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]

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]

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

[Author]

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