I paid on 17 September, and received a receipt email so I know they have my money. I was expecting the key to come by followup email. BUT NO KEY HAS ARRIVED 7 DAYS LATER.
Not only that when I attempted to download the 11 Version it partly downloaded, but without the key I am now locked out YES LOCKED OUT of my database so I cannot access any of my information.
I HAVE LOGGED SEVERAL REQUESTS FOR HELP BUT ITS VERY VERY SLOW COMING WHICH IS NOT WHAT I WAS PROMISED BY THE CHAT TEAM.
BEWARE!!!
Check your junk email for the key.
You can download the prior version you were using and enter that key ( I know you kept the email with it) and it should work.
Did you email SALES@rootsmagic.com ?
you are not locked out of your database – the RM11 version may limit some features without the key. There was a system glitch initially most people who were part of that glitch received by next day.
this is the recover link
you can also contact support here
as MadDag explained it quite possibly eneded up in your spam/junk folder
Kevin
It’s not in Junk Mail.
It’s RootsMagic Customer Service that is junk.
It’s RootsMagics purchase software that has glitches. It’s JUNK!!!
So, I looked at Family Historian, opted to take the 30 day trial, I clicked GO, hey presto the login email arrived within seconds, the key too!! Surprise!!! Surprise!!! Some can get it right
It’s night here in Australia right now, but 2morro I am going to trial It’s functionality.
Good for you!
However throwing a fit certainly isn’t going to get you much sympathy. Yes, there was a slight burp in the key generation process, and yes, RM had to manually generate and send some keys. That crap happens in all kinds of software. As you have not bothered to contact Rootsmagic before your meltdown, then you aren’t really justify in your fit. Send an email to sales@rootsmagic.com as you were advised and they will take care of getting you a key.
I beg your pardon, get all the facts before you serve a backhander!! I have contacted them several, been served up platitudes and received commitments which were not delivered.
My upset is totally justified. It’s 2025, why launch a platform to sell, take money and then not deliver the product.
Frankly, that’s Business101.
BTW - I don’t want sympathy. This is business.
People buy a product, sellers deliver.
Even after multiple messages, live chat, etc etc they have still failed to deliver.
Just not goid enough.
Yesterday, minutes before chats closed here in the US your chat came in. The agent transferred it as a ticket to Sales. They work in the order the tickets are received, which unfortunitely means they did not get to the new ticket before we closed. The additional tickets you sent in after closing I merged, so it would lessen the work for the Sales agent when we opened. Sales tells me you ordered on the first day when we had a problem with keys. We’ve tried to watch for anyone missing a key in those first few hours but sadly yours was missed. It’s unfortunite you didn’t contact us sooner about this. Sales has now manually generated a key for you and have sent it.
quite sure what you experience was unique but sorry it happened