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Order not received

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17 comments

  • David Kick

    You should be able to log in to your On1 account and download your order - have you tried that?

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  • David Finton

    Of course - I thought sure there would be evidence of my order there, but nothing there except for a listing of a previous order placed earlier this year.

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  • Rick Sammartino Community moderator

    As David says, here is the link to On1. Sign in on the right and click products on the left.

    https://www.on1.com/

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  • Rick Sammartino Community moderator

    Ok, if you're not finding it in your account, contact customer service here...

    https://on1help.zendesk.com/hc/en-us/requests/new

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  • David Finton

    Have sent three requests to customer service …. Their reply is to allow at least 48 hours  before their Support Reps can answer my request.

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  • David Finton

    And now I get an email offering me a 25% discount on a purchase  … scheesch!

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  • David Kick

    You wouldn't by chance have used a different email address when you ordered 2022?  When I order from On1 I always get a receipt email with a download link did you receive a confirmation email?

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  • David Finton

    Nope, no confirmation received.  Seems like that’s the only possibility, that I made a typo in my email address when I placed the order.  However, I have the order number and the invoice number, so if I made a mistake they should be able to connect the dots .

    Thanks for your help, by the way!

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  • David Kick

    David I would bet that's the issue, customer service is really good with working with folks to get these types of things resolved. They are a small team and might be a bit overloaded with the new release going out so hang in there.

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  • David Kick

    Glad they got it resolved for you! You might want to edit your last post and remove your email address since th his is an open user forum.

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  • Rick Sammartino Community moderator

    David. You shouldn't post your email in a public forum. I can't remove it. You need to edit that post and remove it yourself.

     

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  • David Finton

    Ooops!  You can tell I’m new to this, right/

    How do I edit a comment?

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  • Rick Sammartino Community moderator

    Click on the gear. 

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  • Brian Lawson Community moderator

    David Finton, be sure you are asking for Customer Service and NOT Technical Support. Tech support is swamped and they can take up to 3 days to respond, especially with what's going on with the new release and the problems users are having with it. Going directly to Customer Service should get you a faster response.

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  • Rick Sammartino Community moderator

    This has been resolved now.

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  • Brian Lawson Community moderator

    Good to hear.

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  • David Finton

    Thanks very much to those who helped me to wipe the egg off my face with regard to my order and also for the help in learning about ON1 Product Support.  I appreciate your advice and helpful comments as well as the gentle lesson in forum etiquette. I am left with a great impression of the ON1 community, and am looking forward to becoming a part of it.   

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