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Cannot purchase a new license

July 20, 2021 - 5:53pm #1

I'm unable to purchase a new Basic + Cloud license. I asked if a cancelled (but not deleted) license can be renewed, and Jacky Ding responded via email saying that I'll need to purchase a new one. Fine. I go to the Pricing page, click 'Buy', and click 'Confirm' in the pop-up that appears. A new tab opens and takes me back to the Pricing page.

I asked Jacky about it, and his response, to me saying the Pricing page was broken, was "Most of our customers purchase new licenses via our Pricing page".

I took a screen recording of the issue and uploaded it to my Google Drive. The recording is here.

If anyone has any ideas, that would be great. I've also logged a ticket with support already, and sent a response to Jacky, but I have a feeling it's going to be a while before I get a response.

Thanks.

SDK Version: 
SDK 10.0
adrianzande
Joined:
November 19, 2018
Posts: 3
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Cannot purchase a new license

July 23, 2021 - 1:31am #7

Hi,

I see there are 4 license where 2 have status deleted and one Basic + Cloud  is canceled in Apr 2021 ,  but one developer license is still active. Therefore I set now the account as active. I hope this helps!

BR

Vuforia Engine Support

RolandR
Joined:
October 13, 2015
Posts: 99
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Cannot purchase a new license

July 22, 2021 - 5:04pm #6

Hi Roland.

Sorry, I replied with the wrong account. Can you please check THIS account (adrianzande) and see why it's restricted.

The SmarteSupport account is not restricted. Please check why the adrianzande account is.

Thanks.

adrianzande
Joined:
November 19, 2018
Posts: 3
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Cannot purchase a new license

July 22, 2021 - 4:17am #5

Hello , checked account for user SmarteSupporrt

It is active now and licenses Basic + Cloud active and developer active - so it should work. Possibly it was some delay . Thanks

BR

Vuforia Engine Support

RolandR
Joined:
October 13, 2015
Posts: 99
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Cannot purchase a new license

July 21, 2021 - 4:51pm #4

Also, it says my account is 'Restricted', and I have no idea why?

SmarteSupporrt
Joined:
July 21, 2021
Posts: 1
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Cannot purchase a new license

July 21, 2021 - 4:26pm #3

Hi Roland,

That didn't work. I opened five tabs in a row - every time I clicked 'Confirm', it just opened a new tab. I also turned off my adblocker, and it still didn't work. Do you have any other ideas?

Thanks.

adrianzande
Joined:
November 19, 2018
Posts: 3
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Cannot purchase a new license

July 21, 2021 - 2:09am #2

Hi,

the process might be strange, but once you are redirected to the PTC pricing page, you need to again select the license click on Confirm. Afterwards, you need to have a Valid VAT ID and you can purchase it. The VAT ID you can see in your payment method or in the billing statements. Feedback for improvement of the purchasing process was sent to the sales team

Thanks

Vuforia Engine Support

RolandR
Joined:
October 13, 2015
Posts: 99
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