is ON1 support normally this bad?
I have entered 4 support tickets with no response to any of them. The first one was marked solved without doing anything or making an entry. This relates to activation problems with on1 photo raw 2018. I went through all the hoops of resetting password, etc. I even removed the program & downloaded another copy and re-installed it. Apparently the website database has activation blocked for my account since I get the same password error when I try to get an off line activation.
My main concern is the customer support system. If this is normal then I definitely don't want to move from lightroom/photoshop to ON1.
Years back I was a customer of ON1 products & was happy with them....what happened to ON1
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Official comment
Hey guys,
Please note, activating our current products are tied to the email address that you used to purchase and login to your ON1 User Account on our website. If you are able to login to your ON1 User Account and view the Photo Raw 2018 product in your account, you will be able to use this same email address and password combination when signing in to activate the program. For more information on how to install and activate ON1 Photo Raw 2018, please see:
Please note, the -7 error message indicates you are using the wrong password when singing in to activate the program. For more information on the possible sign in activation errors and solution, please see:
https://on1help.zendesk.com/hc/en-us/articles/235191408-ON1-Photo-RAW-Activation-Error-4-7-8-or-11-
Also, if you have reached the maximum number of activations, you will be able to reset your activations from within your ON1 User Account:
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It's not like them at all to NOT respond. Perhaps their response is going in to your spam box/junk mail.
Support is almost always rather quite quick to respond, sometimes taking 2 to 3 days at the longest.......
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You haven't explained what the error actually is. Maybe you've just used all 5 registration slots and need to reset them.
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checked the spam & the online account showing tickets...nothing. I immediately started getting advertisements from ON1 when I made the purchase and also the password change notification. They're just not responding at all. Good to hear that it's not normal...gives me a little hope :)
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error is -7 activation...my account show 0 activations used. did all the hoops the web page suggests. password change, re download & re-install. since the web page won't even allow me an off line activation it indicates my account is flagged in their database stopping me. I've never had any activations yet. I also tried reset all activations....same thing
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Something isn't making sense? You should be able to simple activate from the program itself using the email address and password you purchased with?
I believe that's how I activated. (it's been about a year ago).
Perhaps they'll get back with you soon about this....
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This link is part of the release notes for every update, have you checked it out?
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Thanks Rick, but I found that the first thing & did all the steps...didn't make any difference
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I imagine that the login and password to get to this forum would be the same as what you need to activate. Are they? This is really strange since I haven't even needed to activate for years, it always just works.
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yep, same username/password. I'm obviously using the right one since login on web works fine. I just purchased this one so it's hasn't been activated
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If your tickets are still open, you'll get a reply, if not, send in a new one.
While you're doing this, On1 is running as a 30 day free trial isn't it?
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trial works...but only for total of 30 days....all but one of the tickets show open. They marked the first one solved not long after I entered it without adding any comment, contacting me or doing anything ? We shall see
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Thanks to all who assisted & offered their suggestions. ON1 finally contacted me. They advised they had to reset something on their end. Apparently my database guess was correct. I was able to activate software with no problem this time.
Hopefully the delay in responding was due to their workload possibly because of a recent sale.
Again thank you for your assistance...great bunch of people here.
Stevan
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Stevan, I'm encountering exactly the same problem. Just bought Resize and Photo Raw directly from ON1 this morning. Going into a 3-day weekend, it would have been great to be able to activate the software (I don't know if the trial versions are fully functional. Can't find that answer anywhere.) Anyway, same problem that you described: "-7" error message with the correct user name and password that works properly for my account on their web site. On my second ticket now, trying to get some attention. Tried Facebook too. Terrible first impression of ON1.
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Hi Frank,
Sorry to hear that you are having the same problem I had. It took me 4 support tickets & this forum post to get any response from them. I guess my case isn't isolated. Too bad they have gotten this bad about support. Since they did away with any telephone support there seems to be no way but the support page. For what it's worth don't waste as many days as I did trying to make it work. In my case they had to reset something in their database. I activated it with no problem then. I think most if not all of their trials are fully functional...just limited to 30 days so hopefully they will get to you in that time frame :)
You are right....not a good impression
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Frank, Photo Raw trial is fully functional so you're not losing anything because of this problem. It doesn't take 4 support tickets to get a response, they're just backed up and will get to you unfortunately being a Friday, it won't be until next week.
BTW, why would you buy Resize when Photo Raw has Resize built in?
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Surprised to hear of the "no response" problem. I know On1 requires initiation of an assistance request to originate from the same email address as the purchase registration address. But I have found the support staff very helpful. Sometimes, particularly following update releases, response times can slow down a bit. However, I have never found response times inordinately slow and have found the support crew knowledgible and very helpful.
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