Sales question - order complete, no downloads available

from Stardock Forums

Apologies if this I am posting in the wrong area, but I searched and this seemed the most likely place.

I ordered Object Dock suite last week, and the order went through and I received my receipt. Money was deducted from my account, no problem. Nevertheless, my available downloads remains blank, and my account shows no orders. I opened a ticket, and received no response. I called the sales office, and left a message, and again -- no response.

I've ordered from Stardock going back as far as 2004 or so, and never had a problem, so I really don't want to have to reverse my charge and cancel.

Any help?

15,602 views 6 replies
Reply #1 from Stardock Forums Top

Posting here helped, received a quick update from support and my problem was fixed.

In case others need the help, my problem was due to having logged into Stardock with one email, and then purchasing the products with a PayPal account under a different email. You should be sure to use the same email for both.

Mods, you may close this thread as you see fit, and thanks to Stardock for a great product!

Reply #2 from Stardock Forums Top

Quoting cparis, reply 1
In case others need the help, my problem was due to having logged into Stardock with one email, and then purchasing the products with a PayPal account under a different email. You should be sure to use the same email for both.

This is an unrealistic request, given that Paypal can have many email addresses tagged onto the same account.  Mine has three - my business email (the primary), my personal email, and my gaming email.  I can login to Paypal using any of them to manage the account and/or make purchases.  A purchaser should not be limited to the primary email on their Paypal account when registering a Stardock account (or with any online retailer for that matter).  The purchase system Stardock uses should be smart enough to tag the account logged in at the time of purchase with the correct transaction ID from Paypal.  If it doesn't or cannot, it is either broken or incomplete as a digital storefront.

The reason I'm pointing this out:  I just spent over a week (8 days total) waiting on 2 replies from Stardock support, to try and find out what happened to old keys I bought out here.  Then after sorting that out, I purchase an upgrade to Object Desktop...  and ~4 hours later there's still no download link / key in the Downloads area.

From what I can see, the entire Stardock storefront needs an overhaul, or needs to quit using Paypal until it works properly.

Offworld Trading Company
Reply #3 from Stardock Forums Top

Jaga, I can look into your issue if you create a case with the paypal email you used for purchase (and any other info  that might be useful).

https://esupport.stardock.com/index.php?/default_import/Tickets/Submit 

Reply #4 from Stardock Forums Top

I already made one last night ZubaZ, thanks for asking though - it never hurts:  MOB-583-32440

Still nothing in my downloads area, have it set to auto-refresh a few times an hour.  If you check up on it, ignore my short temper - all the waiting to get software recently has me on a short fuse.  Thanks.

:blush:

Just so I know - since all my software was moved to a third email account, and my Stardock eSupport account uses my old primary email, which should I be logging into eSupport with?  It makes it difficult that eSupport is a totally different login, and that there are multiple accounts for me at Stardock now with different emails.  I'd be happy with just all my software on one, that shares an email with eSupport.  Can't seem to make that a reality though.

 

Reply #5 from Stardock Forums Top

You should be all set.  Sorry for the frustration.

In regards to eSupport, it's a third party tool Stardock uses and integration is problematic.  Sorry.

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Reply #6 from Stardock Forums Top

That's alright, thanks for efforting the ticket ZubaZ.  And I appreciate you jumping in and reusing this topic for further tech support.  The products seem to be on the same account now - I'll see if serials are activating.  Have a good one.