Where is the software i just bought??!!

[Nuno Craveiro]

I bought superior drummer 2.0 + songwriters drum pack before...

I bought superior drummer 2.0 + songwriters drum pack before having created any account. After paying I received an email with details and an order number saying that I had to create an account and download product manager in order to download my software. I´ve done it but on my new account it doesn’t show up the software I already bought and paid for. I don´t get it!!! I have to buy again and pay twice?? Or am I going to receive at home the software I already paid for since it´s registered with a billing adress?? Please illuminate me cause i´m not getting there. Your procedures are very unclear.

I bought superior drummer 2.0 + songwriters drum pack before having created any account. After paying I received an email with details and an order number saying that I had to create an account and download product manager in order to download my software. I´ve done it but on my new account it doesn’t show up the software I already bought and paid for. I don´t get it!!! I have to buy again and pay twice?? Or am I going to receive at home the software I already paid for since it´s registered with a billing adress?? Please illuminate me cause i´m not getting there. Your procedures are very unclear.

Topic

[Scott Richards]

Toontrack,

Please address this issue. This is not a good user experience. I to purchased a set of Midi Packs as a “guest”, only to be prompted to create an account after purchase then open Product Manager to find “0” products purchased to download.

I only resolved this issue by coming here(support forum) to research any topics on this and it is a reoccurring issue with other customer purchases. There are no instructions provided to the customer in email that they are to enter their serial numbers in the Product Manger Download App.

Incredibly frustrating as I needed these files on a Saturday only to find there is only support M-F.

I love your products but please address this. This would save your Support Team alot of unnecessary wasted time on follow ups and with customer frustration and dissatisfaction.

Thanks

[Henrik]

Scott Richards wrote:

I love your products but please address this. This would save your Support Team alot of unnecessary wasted time on follow ups and with customer frustration and dissatisfaction.

Thanks for the feedback, your thoughts are noted!

Henrik Ekblom - User Experience Designer
Toontrack

[jgillesp]

Hi Toontrack Support Team,

Yes, this has happened to me as well. Today I purchased the final gift in the series. (Thank you.) But, I do not see it in my account. My order # is:

2259525

I hope to hear from the team soon, or find the item next time I sign in to Product Manager.

Thank you,

Jon Gillespie

[Scott]

jgillesp wrote:

Hi Toontrack Support Team,

Yes, this has happened to me as well. Today I purchased the final gift in the series. (Thank you.) But, I do not see it in my account. My order # is:

2259525

I hope to hear from the team soon, or find the item next time I sign in to Product Manager.

Thank you,

Jon Gillespie

As was posted before in this thread, I’ll ask you the same questions:

Did you receive an email invoice receipt? Did the email also contain serial numbers to the products you bought? If so, register those serial numbers to your account via Product Manager, download them, and install and authorize them.

Scott Sibley - Toontrack
Technical Advisor

[dissection80]

Hello , have the same problem. Bought an ez drummer midi but never received email. I can send screenshot about payment.

Operating system: macOS High Sierra (10.13)

[Scott]

dissection80 wrote:

Hello , have the same problem. Bought an ez drummer midi but never received email. I can send screenshot about payment.

Operating system: macOS High Sierra (10.13)

For webshop orders inquiries, please contact Toontrack Support directly via the Contact Support button in the FAQ below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[genode]

I’m in the same boat.  Where is it?  It’s paid for thru Paypal, but no serial numbers.  Nothing.

[mattyross2104]

i have just bought ez drummer 2 and money has been taken out my bank and no serial number for the product has been emailed to me i bought it as a guest but still didn’t get a serial number in my email

[Scott]

mattyross2104 wrote:

i have just bought ez drummer 2 and money has been taken out my bank and no serial number for the product has been emailed to me i bought it as a guest but still didn’t get a serial number in my email

For webshop orders inquiries, please contact Toontrack Support directly via the Contact Support button in the FAQ below.

https://www.toontrack.com/faq/how-do-i-contact-support/

Scott Sibley - Toontrack
Technical Advisor

[justinvanlaningham32@gmail.com]

Hello, I just purchased EZ Drummer 3 as a guest, I was instructed to create an account, after I created my account, there was no software other than the free trial of EZ Drummer.

Operating system: Windows 11

[Scott]

justinvanlaningham32@gmail.com wrote:

Hello, I just purchased EZ Drummer 3 as a guest, I was instructed to create an account, after I created my account, there was no software other than the free trial of EZ Drummer.

Operating system: Windows 11

I can’t find an order from your Toontrack Webshop using your forum email.

Where did you purchase from and did you use a different email address? Did you get an order confirmation email that included a product serial number?

Scott Sibley - Toontrack
Technical Advisor

[justinvanlaningham32@gmail.com]

Hello Scott, My order was 3234267, I do not see a product serial number, can this order be cancelled and money returned? Thank you,

[justinvanlaningham32@gmail.com]

Scott, after taking a second look, I found the product serial number, please disregard my previous reply. Thank you.

 

[Scott]

justinvanlaningham32@gmail.com wrote:

Hello Scott, My order was 3234267, I do not see a product serial number, can this order be cancelled and money returned? Thank you,

I’ve found your order and resent your invoice that shows the serial number of your product. The email address used at time of purchase was different than your forum email address. Please check if your invoice is in that email and check the spam folder as well.

Use that serial number to register your product in the Toontrack Product Manager. You can then download, install and authorize from the Product Manager.

If you want a refund, please contact Toontrack directly via the Contact Support button in the FAQ below and fill out the webform.

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

Scott Sibley - Toontrack
Technical Advisor

[ivorjpc@gmail.com]

Edit: EZDrummer 3 is pretty much unusable in my MacBook M3, it has so much latency!

• The post has been modified 2 times, last modified 6 months, 3 weeks ago by ivorjpc@gmail.com.

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