Activation Issue
I purchased ON1 2019 yesterday, downloaded it and have been trying to activate it ever since on my iMac. I can log in to the site without a problem using the email and password I have in Dashlane, but they will not activate the new app. I have tried changing the password twice, have tried clearing my cache, all to no avail. I have reached out to support twice but haven't heard back from them. I did manage to open the new app on the 30-day trial, but can't sign in from within the app, either.
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I can tell you that the email address has to be the same one you sign in to your On1 account with. If that's what you're using, then you'll need to let Support sort it out. Your trial mode is fully functional so don't worry, you have lots of time. On1 will get back to you. Be patient.
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I get it about the patience part...I've reached out to them four times since Wednesday and have yet to hear back.
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Having the same frustrating problem. Nothing has worked. I have the confirmation of my purchase, but cannot install it. Also, how do I get in touch with tech support? Haven't found a link for that.
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Christie, at the top of this page. Submit a request.
Why can't you install it? What's happening?
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Today is the 5th day since I purchased ON1 2019, received my receipt, and was unable to install because either the email or password don't match. I contacted support immediately, changed my password not once, but twice, reached out to support again, checked my purchases on the website and saw I wasn't credited with the purchase of 2019, contacted support again, and have still heard nary a word from support. In the past, I've heard back from support within a day or two. I really like ON1, but the lack of a response from support is disappointing.
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Larry, I thought you were using On1 in Trial mode and that you weren't able to activate. Now you're saying you can't install it? I know you have an issue, but you should be able to use On1 in the mean time.
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The trial works fine, but I'm unable to install any of the new LUTS I purchased with the upgrade.
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I have exactly the same problem yet nothing is working. Why is it taking so long to get a fix for this activation problem.
I have sent a request into support and done all the things needed and suggested yet to no avail.
Seems like I am not the only one with this issue, so come on guys, please sort it out.
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I purchased a copy of on1 Perfect Resize 2109 and signed in with the same email I used to purchase it with. When I typed in my password I was unable to activate it? I tried a number of times, but I still can not get it activated? I have no other on1 products activated. So I tried to install a copy of on1 Photo Raw 2019 to see if that is what was needed in order to use the Perfect Resize application, but it still won't work? I have sent a number of requests for technical help, but they claim I am running a legacy version of their software which is NOT true. I do not have any older versions of on1 running on my new iMac Pro which has Mojave's newest operating system on it. I would like to know how to activate on1 Perfect Resize. If I do not get help I will need to dispute this charge with my bank. Since on1 does not seem to have a customer support phone number to call it is very frustrating to solve any issues by strictly using emails.
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Alan, Whitney Stevens posted to the ON1 Facebook group that there are some issues with the registration servers which prevents new users from being able to register their software. They are aware of the problem and are working on getting it back up and running.
Sorry you can't play with your new toy, I know how frustrating that is. Hang in there and if you're a Fb user check out the ON1 Photo Community group on Facebook. It will be posted there first when the issue gets resolved and things are working again. I will also post here once I know the server is back online but that will not be as quick as the Fb group as that is where I will find out.
Also, please let me reassure you that this is not normal.
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James, I'm assuming that you're getting some kind of error then. Check this article. If it doesn't help, contact On1 support using the Submit link below.
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I am having the same problem. Trialled ON1 Effects 2020. During trail purchased ON1 Raw 2020 but unable to log into account to activate. -7 error code but email and password correct - I am able to log into my account via website so incorrect email or password is not the issue. Currently still using in trial mode. Have reached out to Technical Support twice now but have not heard back. Could be a delay due to current climate but would be good to see something on website to confirm this. Very disappointed
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You can check the status of your request by clicking your name at the top of this page and selecting 'see my requests'. If you need to you can open the request and add info or ask a question.
I know On1 is working from home right now, I'm sure they'll get to you when they can.
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It gets even worse - not only have my requests disappeared without any explanation or offer of help but so has my product purchase from my account so ON1 have my money and all I have is 26 days left on a trial. I have raised another request for help but have little faith in any help being forthcoming. I know times are tough and you guys are working from home but I can ill afford to lose this money and was really looking forward to spending lockdown time using your software. Seriously disappointed :-(
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Liane, you submitted your original request and purchase from a mistyped email address. It is absolutely necessary that you provide us with your correct email address in order to both contact us and access your account.
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I can see now why I have been so confused and frustrated. I have unwittingly been trying to access two accounts: one with the correct email address which was linked to the trial and the other misspelt one which was linked to the purchased product. I have finally activated my product - just need you guys to delete the trial account so I can update my records. Lesson No 1: check, double check, triple check your email address
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