At 5 to midnight last night GMT I bought Axe Machina from the Steinberg Shop. I received a PayPal receipt but no Steinberg receipt.
This is a big concern as had I not cut and pasted the unlock key from the page at the end of the transaction I would have been screwed!
I contacted FastSpring via their so-called “support” portal asking them to send the receipt again to my purchase email address and enclosed a copy of my PayPal email as proof of purchase. I am still waiting a reply. nearly 24 hours later. This really is a sub-standard situation. Money taken - potentially nothing in return! I think these people need regulating better as people buy software to use it not wait for companies like FastSpring.
And yes I have checked all the usual spam filters/Outlook rules and alerts and Recovery folders. Nothing! I even contacted Microsoft help desk.
Steinberg, you seriously need to consider giving FastSpring a wide berth if this is the future! I’ve bought loads of software using Fast Spring and clearly something has gone wrong here. I odd thing is I actually saw what looked like the email come in then disappear into a puff of smoke! Very strange! I was using the very latest version of Outlook on the very latest version of Windows 11 25H2
I also contacted Steinberg support too with the same issue and they haven’t come back to me either. I appreciate people are away on holiday this time of year but these companies need a contingency plan as things happen especially when technology is concerned.
I will refrain buying anything else from the Steinberg Sale until this is sorted.
So at least you received the code and licensed the product
Did you not create an account at Fastspring? What shows up in there? I haven’t used it, but it would seem a record of your purchases would be kept in there.
If you saw the email and it disappeared, how can this be due to something outside of your machine and your Outlook setup? Certainly no email could be “rescinded” after it had been received unless the user set things up so that could be so.
Are you able to check your email using a web interface?
No Rules were set up in Outlook and I can’t find it in any of my Outlook enabled devices in spite of searches. I’ve also since added mailer@fastspring.com to the Safe Senders List. I’d never had a problem receiving FastSpring’s email receipts previously, so why now?
Hi @Tech-dance , I noticed that you managed to get hold of the license and were able to activate it. I’ll set the two tickets that you sent to solved if you don’t mind and thank you for the follow-up. So it was a typo in the email address while placing the order that prevented the order confirmation from being delivered? Actually, that’s something we keep nagging FastSpring about because you are not the only one. I will continue doing that and use this topic as another good example.
Enjoy Axe Machina and sorry for the inconvenience.
Norton is off the hook! It can be very aggressive but not in this case. It turns out this was my typo that caused it. A FastSpring account based system would be helpful going forwards
