Answered
Support Not Responding
Hi,
I thought I'd post here hoping to get a response as it's been a while that I've emailed support and haven't heard back. I'm having an issue with Carveco on my second PC. It's asking to re-enter the email address and key. When doing so, it's says I've exceeded the number of allowed licenses.
Please note, that Carveco was not installed on any extra machines as the error indicates. The two PC's with Carveco installed on them are in the same room since the day Carveco was purchased/installed and have not had any change in hardware either. Is there anything I can do so that I don't have to keep waiting for the support team to resolve this?
Comments
Hi Robert,
Our Support team replied to both of your support requests on the same day that they were received: ticket #716 on July 1, 2019 and ticket #700 on June 26, 2019. As yet, you've not responded to ticket #700 (sent to your sales@ email address) and your colleage has not responded to ticket #716 (sent to his r***n@ email address).
You can find instructions on how to view your support requests in the following knowledge base article from our Help Centre: How can I view my support requests?
Please reply to the support requests when you've viewed them.
Thanks in advance for your time and cooperation.
Hi,
Weird! No emails have been received other than the automatic replies when opening a ticket. I also can't see any of my opened tickets in the system under "Requests". Only my forum threads are visible under "Contributions".
Thanks,
Robert
I'll see if I can catch you when you're online tomorrow and will try to resolve this during a live chat session so we can confirm things as we go.
Robert C. said: "Weird! No emails have been received other than the automatic replies when opening a ticket. I also can't see any of my opened tickets in the system under "Requests". Only my forum threads are visible under "Contributions"."
The reason you cannot view the support requests is because the two separate email addresses from which they were submitted do not match the email address you've used when registering your Help Centre account.
Your Help Centre account is associated with a gmail address, while ticket #700 is associated with the sales@<company domain> email address and ticket #716 is associated with the r***n@<company domain> email address.
Yes, that's right. I had to sign up under a new email address because whatever credentials I had saved during the purchase of Carveco wasn't working to get into the community forum. I had to resign up using a different email address.
However, I haven't received any replies of the tickets to my email addresses. Can you please resend a copy of that reply to both emails (the gmail one and the company email address)? I'm pretty sure that the company email addresses are working fine so I'm shocked to learn about this issue. I double checked the spam folders and sent test emails to both addresses to confirm receipt. All good it seems.
Hi Robert,
Your gmail account has now been copied in when replying to support request #700 and #716, so you should be able to retrieve the support emails from there now. The two company domain email addresses have also been sent the latest response.
If you have any further issues, please do not hesitate to contact us.That said, we recommend that you report the issue with incoming emails from support@carveco.com to your web host.
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