paid but no product link or key received

Hi Graham. I'll try to help. There's a banner below the top of your browser window. Click on your picture and then, on the dropdown, click on "Downloads". Then, click on the tab Object Desktop Manager click "View Individual Downloads".

Your software should be available there. Save the installer each time you update, etc.

Report back, please.

edit: btw, which software are you asking about?

Hello,
Sorry to hear you are having issues. If you still can not find it by using Doc guide above. Than, you might have account issue. Please raise support ticket using the link below, use the product not receive option. Include all information details. Remember to record down the ticket number for future reference if needed. Do not raise multiple ticket, that will make your ticket back to the end of the line. Send once and wait. Ticket will be answer by the order they send in.

https://stardock.atlassian.net/servicedesk/customer/portal/4/group/13

Thanks
Basj,
Stardock Community Assistant

Thank you Basj,

I've been 'round quite a few different loops and despite my previous experience with PCs (been using, including programming etc., PCs since the mid 1980s) none of the usual obvious and less obvious (even devious) front end user interface options rendered any success.

This time, with your advice, unless I missed something:

I tried  the 'order history' and 'subscriptions' tabs - also the Object Desktop link under SOFTWARE in the lower menu.
The 'Lookup Product Keys' page.

Account Lookup Failure

We could not locate any keys associated with the email address you provided. 

Which is when I originally hit the 'place a support ticket' suggestion and then again just now.

I'll look at the advice below, now and see how that goes.

Thank you again,

Graham

Hi Basj,
Thank you for your response.

My previous answer was meant to be to DrJBHL
I just attempted your suggestion and remembered yesterday's effort to follow that path, which just repeated itself, is that it doesn't recognise any data in the name and email field and I don't have an order number because I didn't receive anything except an offer for a discount to finalise my cart, which I can't accept anyway, because I've already paid, according to my bank statement.

Any more suggestions gratefully accepted.

I'll try the 'try another email address' idea.

Graham

Did you use the email associated with your account or another email?

Please try again using that same link, and instead of "Order not receive" option, use "Ask a Question" option and include all those receipt where it said you have paid. And any other supporting documents.

Added: Please change your user name to something else. It look like you're using your email address as a username which is not advisable.

Thank you,

Basj,
Stardock Community Assistant

Hi,

The software was multi-device fences 5, to finish the answer to your previous question.

I used xxxxxx address which is the one I bought the software with and the one that I was sent the discount offer to finish the transaction they said was in my cart - which is possibly where the problem might lie.

The things is, as stated above, I must have finished the transaction, because they deducted the correct amount from my bank.

my previous email used originally in about 2002 was xxxxxxx
fences caused all kinds of problems back then so I uninstalled and didn't use it for a while

a more recent use of fences might still be active and might conceivably be causing problems but it would mostly likely be the same email address - another email address would be xxxxxxxxxx but I don't think so, recently and certainly not this time.

They need to send me my email with the link and the key - that shouldn't be too hard - they can certainly look up the transaction and see that they have my money

Graha,

Email removed. Do not post your personal email address in public forum.

Please do not post your email address here. This is a public forum where anybody could use your email addresses for something bad. As I mentioned above please use that link.

Thank you,

Basj,
Stardock Community Assistant

Hello,

Sorry to hear you are having trouble.

basj posted the correct response in his very 1st reply.

This is clearly an account \ order issue that is never appropriate in the forums.  We try to be as clear about this here:

https://support.stardock.com/page/contact-support

If you have not already, please place a ticket with the link that basj supplied:

https://stardock.atlassian.net/servicedesk/customer/portal/4/group/13

Sean Drohan
Stardock Product Lifecycle Manager

I see that you eventually did place a ticket 6 hours ago. As suspected, you spelled your email address wrong for the recent purchase and had your other product under another email address.

I have fixed them and responded to your ticket.

Internal ref: SSN-70858

Sean Drohan
Stardock Product Lifecycle Manager

It's really not a good idea to use your email address as your username in this forum. Bad actors visit this forum to place spam and might grab your email address potentially subjecting you to getting spam emails.

Reference for changing User Name:

https://support.stardock.com/space/SHC/1260257702/Changing+your+username+or+password+for+your+account

Thank you for your response.

I eventually received the download link and the key link. That. it seems, is resolved, although my email address cannot have been mispelled I wouldn't have reveived the email asking me to finish with my cart, as previously stated. Or perhaps somebody can find an explanation.

Yes, I did have a previous account with a different email address but I get emails from both addresses and that is hardly relevant to this transaction. The email address I used for this is not tricky for me, it is just my name with com au on the end.

I would like to change my 'user' name, so I clicked the link suggested above, however the options there have been altered since you created the 'help' screen. 

It appears 'forum' has been substituted with 'Community' which goes to an entirely different screen.

There appears to be no option to change the user name.

Thank you for your help and also advice, with which I agree.

Graham.

Try this link and you will be able to change your user name.

https://forums.stardock.com/account/login

pelaird

What email we sent you as a reminder and what email address you used to pay with are completely unrelated. 

Sean Drohan
Stardock Product Lifecycle Manager