My other account partially blocked for over one month, support blames me

from Stardock Forums

For over one month (since March) I am unable to access product keys and downloads of Start11 I bought year ago from my first account nanoant. I cannot even post on the forums from that account as parts of the forum UI, such as Category list on New Topic does not load.

When accessing Downloads or Order History via my account menu

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all I see is 403 Forbidden.

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So long story short from my nanoant I cannot access my downloads, cannot post on forums. I am effectively blacklisted for some unknown to me reason.

I contacted support via Jira but they were absolutely slow responding and unhelpful saying it is something "on my side". How this can be my fault, if I can create another nanoant2 account with different email and everything works absolutely fine! I can post on forums, I can access Downloads page.

Can you please remove my nanoant from your server blacklist? I want to be able to access my order history and purchases directly. Feel free to contact me on the emails for both account if you need any help. I will remote nanoant2 account as soon my original account is unblocked.

Best regards,

Adamw

 

accounts and activation help
636 views 5 replies
Reply #1 from Stardock Forums Top

Hello,
Sorry to hear you are having issues. For account related support, please raise support ticket using the link below, use the "Ask a Question" 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/14 

Thanks
Basj,
Stardock Community Assistant

Reply #2 from Stardock Forums Top

Basj,

I explained in my original message above that I have already went through Jira ticket route you are suggesting. I am very sorry to see you haven't even read that. The support person instead removing my account from blacklist, blamed me to be the problem and closed the ticket!

Adam, I am going to attach the beta to this reply but this is the last time I can. For some reason, you have something blocking your access to our site - I cant help you fix that.

Because everything works fine using newly created account I am posting here from, and the error on your (not mine) web server states it is the account (credentials) problem, and I have tried from multiple computers running different OSes from different locations, so it is NOT anything on my side.

Are you going to assign me to the person that can fix my account on your side, or you keep redirecting me to people who cannot help? Do you even want me to be your customer?

I really like Start11, but this account story is very bad experience.

Regards, Adam

Multiplicity - Control multiple PCs using one keyboard and mouse
Reply #3 from Stardock Forums Top

Hello,
I am sorry I misunderstood you before. Please post your last support ticket number so that I can forward it to Support.

Thank you,
Basj,
Stardock Community Assistant.

Reply #4 from Stardock Forums Top

Hi Adam,

I understand the inconvenience and have had a chance to look at your original account.  It seems there was a temporary issue, which has now been corrected. 

Please know it may take some time (up to 24 hours or-so) for the fix to fully process with the account.  If anything is off when you log in after this time with a fresh browser, please let us know.

Best regards,

Adam McGuinness
Stardock Support Specialist

Reply #5 from Stardock Forums Top

My old account now finally works. I can access downloads and post on forums. Thank you.

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