777 takes the serial then disappears

[pedrodowd 3]

Hi Lovely people

My apologies for asking a question that I am sure has been asked before.  I have looked through the forums and help section at PMDG but haven't seen a solution to this particular problem.

Since a complete system rebuild (painful!) I have been re-installing everything slowly.

I currently use both fsx classic (for video production) and P3D.  I have licences for the 777 (both variants) in both simulators, as well as the same for the 737.  All of these have installed and activated without issue in both sims with the exception to the 777 base and possibly 300 in FSX.  The activation window pops up and when I enter the serial number (where for all the others it connects to the server) the box disappears and nothing happens.  When I load the sim the 777 is in a cold and dark un-activated state.

To compound this, for some reason I am unable to log into the support section to post a ticket.  I have clicked forgot password and the site says it is sending an email to reset but I haven't received an email.  I am able to log into my account to see my previous orders etc and have used the only email I have used for purchases and set up of PMDG products.  

I was wondering if there is way of resetting the activation process? Maybe that has got stuck somewhere down the line?  I have tried uninstalling the 777 and deleting the 777 folder in FSX, restarting and then reinstalling.  Also I have ensured the thing mentioned in one post was set to 'manual' (sorry I cant find the name of the file).

Once again, many many thanks for any assistance you could provide to get this mighty bird back in the air for me!

Kind regards

Pete Dowd

[pedrodowd 3]

Hello all, me again! 

I have been trying to submit a support ticket over at the pmdg website. 

I am able to log in to see my orders, but when I try to log into the support section I am unable to. The message stating that my password or email address is incorrect. When I then try to reset my password I get a message saying 'there is no email address associated with this user'. When I try to register though I get the message 'email address is already in use'. 

Am I right in thinking i'm unable to contact PMDG directly without this issue being resolved? I can't find any way of emailing them through another route? 

Thanks again

Pete Dowd

[Captain Kevin 586]

The account for support is NOT the same as the account for your orders. If you've never submitted a support ticket before, you need to create an account and then submit one.

[pedrodowd 3]

Hi Kevin

Thanks very much for your reply.  I seem unable to do so, the email address/password is not recognised when I try to log in, when I try to recover it I get 'email address not recognised', when I try to register I get 'email is in use'. It looks like the account is active but I can't recover the log in details. 

[Captain Kevin 586]

I got nothing, then.

[pedrodowd 3]

Just tried again, got the message 'your password change request has been sent' 

I haven't had any emails to reset the password though (have checked spam etc) 

[pedrodowd 3]

I must be on the right email at least. Now I just need to get the reset sorted. 

Thanks for your help Kevin, maybe it's just the servers are a bit wonky at the moment. 

Happy flying!

Pete Dowd

[pedrodowd 3]

Still no email with reset info. Is there another way of contacting PMDG via email? 

Pete Dowd

[scandinavian13 5,192]

1 hour ago, pedrodowd said:

Is there another way of contacting PMDG via email? 

Nope. We keep support centralized. Otherwise, it's difficult to keep up with all the different avenues, and emails are incredibly difficult to track as a means of support.

I'll figure something out for you.

[pedrodowd 3]

Hi Kyle 

Thanks for the message, i'm sure it's something I've done wrong. I owe you a beer! 

Just to confirm, I have full (purchased direct from PMDG) licences for both the 737 8/9 and 6/7 in Fsx and P3D 

777 2/f and 3 in Fsx and P3D 

all have installed and activated apart from the 

777 in Fsx (I haven't tried the 300 in Fsx for obvious reasons) 

I have requested the password reset, with a positive green 'request sent' message multiple times, but have not received an email to the account email address (I've checked spam/junk etc) 

thanks again to everyone who has been replying to me on this thread guys 

Pete Dowd