Hello,

 

I recently purchased the re-download service for 4 products after a long break from Flight Simming. I created an account in the PMDG support portal and I've been awaiting a verification email for a quite a while. 

 

1) I've checked spam filters and folders

2) I've tried a @gmail.com @me.com and a private domain email address and nothing is being sent.

 

3) How do I go about getting this fixed because the verification email is not being sent.

 

Thanks

 

Conrad

 

 

Hello,

 

I recently purchased the re-download service for 4 products after a long break from Flight Simming. I created an account in the PMDG support portal and I've been awaiting a verification email for a quite a while. 

 

1) I've checked spam filters and folders

2) I've tried a @gmail.com @me.com and a private domain email address and nothing is being sent.

 

3) How do I go about getting this fixed because the verification email is not being sent.

 

Thanks

 

Conrad

 

How long is quite a while? In my experience they have answered within 5days

 

Alex

Hi,

 

I'm talking about the automatic verification email - I haven't got to the stage yet where I'm actually able to request a re-download ticket.

 

Quite a while being 2 hours.

 

Conrad

Hi Conrad

This is my experience with doing same as you

http://forum.avsim.net/topic/403867-great-support-needs-acknowledging/

read it all, as it represents the timeline of when I needed the same support as you.

Kind Regards

JohnC

Hi again Conrad. Re read your second mail and it looks like you have not followed the procedure for submitting a request for a re download link. All this is explained in detail on the PMDG web site, but I will try and help by guiding you through what I did.

• Go tp PMDG web site
• Ensure you have bought the extended download service and it shows in your bought items account
• Log in to your support account
• Click Support then Product Support
• Click Submit a ticket
• In the Department dropdown choose Re downloads
• Follow instructions from there.
• I did not get a automatic e-mail reply when I did this but it was clearly received as I got the new download link the following day, bear in mind time zones from where you live to where PMDG support is

If you do not follow the precise instructions, the support system will probably not respond.

All this is from memory and I may not have it exactly correct, but you should get the idea. Note: I think the shop log in is different details to the support log in?

Kind Regards

JohnC

Hi John,

 

Unfortunately I can't even select "downloads" in the drop down. To be able to do that, you have to verify your support account which supposedly happens instantly when you create a support account (via email after registration). This is the part where I am stuck, because it seems like PMDG isn't sending the verification email. 

 

I also tried creating a new support profile, with a completely different email and again, the verification email wasn't sent.

 

C

Hi Conrad

I now see your dilemma, If you do not have a support account I doubt you will be able to request a re-download. I am not an expert here, but maybe try disarming your firewall and virus software for the time it takes to get the e-mail? then re arm the firewall and virus software. Other than that hope you get some help from others soon with a solution.

Kind Regards

JohnC

Next question. How on earth do I contact someone at PMDG to get this resolved? I guess if I submit a ticket under "reactivation" (the only option I have)...?

 

Is there a phone number for support or some other way I can contact PMDG directly? It seems a bit odd that a public forum is the only way considering its not a free product....?

Hi Conrad,

 

This may be asking a silly question.Did you register in the support section as well as for your shop account.It does require a different log in set up for support !

Hi Conrad,

 

This may be asking a silly question.Did you register in the support section as well as for your shop account.It does require a different log in set up for support !

 

Hey,

 

Yeah - I registered in the support portal here: http://support.precisionmanuals.com/

 

This is the problem, the activation email for this support portal account never gets delivered, therefore I can't request the appropriate support.

 

Googling this same issue results in many results with people who have also had this problem.

Edit:

 

Just noticed a pinned topic at the top of this forum. Better method would have been an email to customers over the past X days explaining the issues.

 

If you can't deliver the paid product (re-downloads) you shouldn't have been accepting orders during this outage. 

 

What is your ETA on fixing considering I'm out of pocket and no product? How are refunds being handled?

 

Thanks

Conrad,

 

I'm sorry I missed this post over the past few days - we've been dealing with a ton of things and I didn't see it.

 

I've just resent all your download links. The NGXs won't be able to activate until the server is fixed - we anticipate it being back up within the next few hours tonight. The 747 and MD-11 will activate fine now though.

I checked the support system (which has been running fine for over 24 hours now) user database and I don't see your name or email addresses on any of the user accounts in it. This means the account wasn't even getting created somehow. I would try again - if it still fails to work let me know and I'll manually create you an account.

You should be able to activate the NGXs as well now, the new server is up.