Purchased BR Ripper but received no key

[alcyone]

Hello.

I just purchased Blu-ray Ripper; the payment was processed OK (my card charged) followed by three emails. But in the last email that should contain the license key, I found this:

Activation key: Note: We encountered a problem while generating your
license key.Please contact us at .
Sorry for the inconvenience.

Can someone please help me what info should I send to the contact link to retreive the license key, or is it lost forever?

I already sent excerpts from "Online order confirmation" and "DVDFab Blu-ray Ripper" emails with the date/time of purchase, Reference no. and complete Billing info, but not sure if this is enough.
And what could be the cause of this problem as it is the first time I encountered something similar - has anyone seen anything like this before?


Thanks in advance.

[Racem22]

Yeah, I think they didn't expect as many people to upgrade to the all-in-one package as they did, so I believe they're a little flooded right now. I've never seen this happen before, but just contact them at that site and hopefully it will get straightened out soon. Don't worry about it, if you bought it, you WILL get a key as soon as they're able.

[alcyone]

Thanks for the comforting words, I just hope you're right.
But it still makes me wander how that happened, because the system should detect the problem and retry.

I looked into User/Member Center, but the key isn't there either...

[alcyone]

[cannot edit previous post any more]

I intended to buy Passkey Package after the Ripper, but gave up in fear that the same problem could happen again.
I wander is it just bad luck or the servers are indeed overloaded.

Will have to delay further purchase until this is resolved.

[Anny]

no key

Hi alcyone,

This is Anny from DVDFab support team. Please offer us your registered email or order number when purchasing, then we will check in our database and help you to solve your registration issue.

Please send your email to anny@dvdfab.com.

Best regards,
Anny
DVDFab Support Team

[alcyone]

Everything solved!

Hi alcyone,

This is Anny from DVDFab support team. Please offer us your registered email or order number when purchasing, then we will check in our database and help you to solve your registration issue.

Please send your email to anny@dvdfab.com.

Best regards,
Anny
DVDFab Support Team

Hello Anny,

I already provided that info, the order was "rogue" and lost for some time, but your colleague sunny already retreived my key.
And it is also visible in my User Center.

Thank you and sunny for all your support efforts and speed, as I didn't expect this will be resolved in olny two days!

You make a nice support team -- kudos to DVDFab Support Team!


Best Regards.

[signals]

There are many who work behind the scenes at DVDFab to provide users with support, including Ellen, Anny, Sunny, Malcolm and more. They can fix any problem with lost emails, keys, misplaced orders and so on. They also maintain the records that allowed DVDIdle/Region+CSS Free users, some from many years ago, to get their free licenses for Passkey. If you can't find a fast answer here in the forum, you can always reach them at service@dvdfab.com.

[alcyone]

Yeah, great support, and patience.

Interestingly enough, I had a new problem after another purchase when three emails from Avangate normally arrive, but there were none (even after 20 minutes).
I thought I would have to bother them again... But decided to check this myself at Avangate hotline. Good decision, as the problem was on my side - they resent me the email but it didn't reach me - my email server was (and still is) down. And Avangate had to send me the missing email at different address.
So I'm glad that I didn't bother Support with another problem that was actually on my end.

Fortunately, my email server went down just 2.5 hours after receiving the email that resolved my original issue. So I'm still unable to send "thank you" emails to Sunny and Anny. Until tomorrow, hopefully.

And of course, special thanks to mr. F, the Architect, who had patience exchanging PMs with me.

[Anny]

Hi alcyone,

You are welcome. We are so glad that you have solved your problem.

Please do not hesitate to contact both Sunny and me(Anny) if you have any questions in the future.

Best regards,
Anny
DVDFab Support Team