Keep this activation key secured (you can always find this back on your user account, in your order details anyway), as you’ll need it for step 2. Once your order will be finalized, you will receive a new activation key with your invoice. There is no dedicated extension product in our store. Step 1 – renew: You just need to place an order online for any of our Solutions (there’s no restrictions on you changing your Solution level when renewing). place a new order) to resume using the products.ĭuring the last month of validity for your annual license, the software will start warning you that it is time thinking about renewing. If you receive 4 failed payment notifications and the cancelation notice, then your subscription will be canceled completely, and you will have to re-subscribe (i.e. Your bank is your best contact though to get more specific reasons as to why your payment was declined. Nonetheless, one of the main reasons we see is when the bank automatically refuses transactions from abroad – and the solution to that is to inform your bank that this would be a valid recurring transaction – so that they can add us to your/their trusted vendors. On our end, we only receive sparse reasons in these instances. When you receive the first failed payment notification e-mail, the only thing you should do is to check with us and/or your bank why the payment would have been declined. At failed payment # 4, the subscription gets canceled entirely, and you will receive a cancelation notice. At every failed payment the system sends a “payment failed” e-mail like the one you have received. On the day of the renewal, 24 hours after attempt # 1, then 48 hours after attempt # 2, and finally 72h after attempt # 3 (so 4 payment attempts on the course of 6 days). The subscription system tries up to 4 times to process the monthly renewal payments. If you are still uncertain what to do at this point, contact the support team and we’ll be happy to help you out. If your account wasn’t transferred, that does not mean you cannot get activation help on these legacy products (see further articles below). So you can freely create yourself a new account using the create account ( ) link. If your most recent VUE version activated was below VUE 11, or the only products you had activated were any of Carbon Scatter, Ozone or LumenRT, your account wasn’t transferred at all. If you are experiencing this, just contact our support so that we can investigate. If the ‘forgot your password’ does nothing, it usually means that your account wasn’t transferred at all – which indeed may have happened in some specific instances. Upon your first connection, you will have to set a password using the ‘forgot your password’ link. If you had a VUE 11 or above product, or PlantFactory (whatever generation) activated on your old e-on user account, we have transferred your old account to the new platform, under the e-mail address we had on file and where your legacy product licenses were activated.First, thanks for being a loyal customer and welcome to the new e-on! To log onto your new account, just hit the ‘ my account’ button on top of this page (or go to )
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