[RESOLVED] Tried to buy Pro, lost a lot of money. Was it right to contact sales?

Solar2D General Questions/Discussion
#1

I tried to buy Pro yesterday and it didn’t work so I emailed you sales email address about it. Was that correct? I wasn’t sure which of your forms or addresses to use for subscription issues. I’d expect a quick response for a new customer, especially since it turns out all my failed attempts in your store actually deducted money from my cards but didn’t give me any subscription!

Please direct me if I used the wrong contact method. I’d like a quick solution to this since I lost a lot of money here. Thanks.

#2

Hi @benny5,

The sales e-mail should be correct, but can you please send the same e-mail to me? brent (at) coronalabs (dot) com. This way, I’ll have a copy and can ensure that it’s handled a.s.a.p. We’ll definitely get this straightened out, and refund any duplicate transactions to you.

Thanks for your patience,

Brent Sorrentino

#3

Thank you for the quick response. Exactly the kind of support I’d expect from the Corona team! I sent it using your forms so I don’t have a copy but I’ll write you a similar one, ok?

#4

Benny - I believe we already resolved this and I sent you an email last night. Let me know if you did not get it.

#5

That’s weird. I haven’t received any response. I get these notifications emails from the forum to the same address and that works fine.

#6

Actually - sorry, I did not email you. I did fix the issue, but since I could tell it was not possible fraud, I did not email you.

Ok, so i did void 2 transactions and accept a single one (which has now settled). You should only see 1 charge on your card and the full sub is in your account.

David

#7

All 3 are stated as pending transactions still on my accounts but I guess my bank isn’t keeping up. I’ll wait a couple of bankdays next week and get back to you if things aren’t resolved on the accounts by then.

Btw, how quickly is the account information updated in my account here on the coronalabs website? It still says Corona Game Edition and no orders or subscriptions are registered. It would be nice to see some confirmation that things went through.

Thanks for your quick help!

#8

Benny - I am certain that 2 are now voided and only 1 accepted. Your bank probably just needs to catch up.

Game Edition = Pro. That is an old name that we have not yet fixed internally.

Since the payment processor threw a wrench into this transaction, the order confirmation will not appear in your account. But the subscription is definitely there.

Sorry about the inconvenience.

#9

OK, daily builds and simulator seems to think so, which is what matters. Thanks David and Brent. Back to coding my adventure game without annoying messages :slight_smile:

#10

Hi @benny5,

The sales e-mail should be correct, but can you please send the same e-mail to me? brent (at) coronalabs (dot) com. This way, I’ll have a copy and can ensure that it’s handled a.s.a.p. We’ll definitely get this straightened out, and refund any duplicate transactions to you.

Thanks for your patience,

Brent Sorrentino

#11

Thank you for the quick response. Exactly the kind of support I’d expect from the Corona team! I sent it using your forms so I don’t have a copy but I’ll write you a similar one, ok?

#12

Benny - I believe we already resolved this and I sent you an email last night. Let me know if you did not get it.

#13

That’s weird. I haven’t received any response. I get these notifications emails from the forum to the same address and that works fine.

#14

Actually - sorry, I did not email you. I did fix the issue, but since I could tell it was not possible fraud, I did not email you.

Ok, so i did void 2 transactions and accept a single one (which has now settled). You should only see 1 charge on your card and the full sub is in your account.

David

#15

All 3 are stated as pending transactions still on my accounts but I guess my bank isn’t keeping up. I’ll wait a couple of bankdays next week and get back to you if things aren’t resolved on the accounts by then.

Btw, how quickly is the account information updated in my account here on the coronalabs website? It still says Corona Game Edition and no orders or subscriptions are registered. It would be nice to see some confirmation that things went through.

Thanks for your quick help!

#16

Benny - I am certain that 2 are now voided and only 1 accepted. Your bank probably just needs to catch up.

Game Edition = Pro. That is an old name that we have not yet fixed internally.

Since the payment processor threw a wrench into this transaction, the order confirmation will not appear in your account. But the subscription is definitely there.

Sorry about the inconvenience.

#17

OK, daily builds and simulator seems to think so, which is what matters. Thanks David and Brent. Back to coding my adventure game without annoying messages :slight_smile: