My computer had to be reformatted and can no longer access PureRaw4 and not yet download 5. Her’s my conversation with support…
PureRaw4
Request #549399
Brian
Today, 3:29 PM
I have purchased the upgrade but in the meantime, I need to reinstall version 4 but it doesn’t appear in my list of software. First, why not? Second, please send a link AND my activation code because it doesn’t appear in my list of software
Today, 7:15 PM
Hello Brian,
When you purchase an upgrade, it is still the same, single-user license you owned, it has just been upgraded to the new version. Therefore, purchasing an upgrade means it replaces the old version in your account with the new version at the upgrade rate. Once this occurs, you are no longer licensed to use the old version. In this instance, you can continue using it until the release of DxO PureRAW 5, but we cannot make it visible in your account. Do you have the email from when you paid for DxO PureRAW 4? It will have your download link and activation code available.
regards,
Riley - DxO Labs Support Team
Brian
Today, 8:36 PM
I understand that but PureRaw 5 isn’t available yet and I don’t have access to PureRaw 4 and my activation code. So basically I am unable to use the software that I purchased u til DXO decides to release 5. That doesn’t seem right. Please pass this onto to your supervisor.
How can DXO not make PureRaw4 available until PureRaw5 is available? I am now in the position that I can’t process my work. Doesn’t seem right.
I agree with your point about DxO keeping version 4 available to you via your account until 15 April on principle, but why do you not have the DxOPureRAW 4 E-mail with the download link and activation code saved somewhere? Things like this should ALWAYS be backed up by you as a matter of course. I suggest you do this going forward to avoid getting caught out like this again. I wonder if you’d be able to download and use the trial version of 4 in the meantime? Maybe you have a different E-mail address you could use for that?
DxO appeared to have a proper software subscription site so I don’t make a point of keeping the emails I get.
I think Brian has a very real complaint to make here and is being treated very badly, and probably illegally, for pre-purchasing a product.
@ScruffyDog , I suppose that you don’t have a backup with copies of your proof of purchase, with an activation code and a download link.
Maybe the information is still on the mail server of your provider and you could try to find the mails in your inbox, separate folder or in the trash.
As DxO’s answer says, upgraded products are removed from the shop account, but if you can find your DPRv4 activation code, downloading the software as a trial provides all you need.
I said in the opening line that I agreed with the complaint - no question that DxO should NOT have shut doen access before the upgraded sofware was available. As for not taking a belt and braces approach yourself when it’s so easy to do … Shrugs shoulders. Access to the version 4 download file has gone from my profile, too, because I have also pre-ordered version 5, but I’ve got my back up, so I’m OK. I really don’t ever understand when people don’t back things up themselves when it takes two seconds to do, but it’s their decision.
First, I do back up. In fact, I have over 60 TB of movies, photographs, computer backups. I have the email for the Nik Collection, FilmPack, and Viewpoint as well as various other software. I just don’t have the one for PureRaw. It got missed. It happens to everyone. My complaint was why can’t I still download it and get my activation number even though PueRaw 5 hasn’t been released.
True and I consider this to be an error from DxO’s side to remove PR4 from your account. I recommend you keep pushing DxO to resend you the code.
Too bad you don’t have the mail with the code, but you might have some receipt from your bank or card account as a proof of purchase?
DxO has no way to identify you except by copy of data involved in the transaction. And we’d not want anyone to open a ticket with support to hijack someone’s license.
If you go to your account information and look at the purchases and invoices, there is a download icon to the right. It gives you a page-size PDF of your transaction, with the License Key on it. Whether that key still works is another matter entirely. I download all the updates I can, rather than doing the online thing, and have a document folder with those invoice PDFs in it.
