Fences Key and email not matching / Account Lookup Failure

from Stardock Forums

Hi,

I switched to a new PC System and tried to install fences. (using same installer 4 years ago)

When trying to activate fence it tells that my key and mail is not matching. When trying to use my mail with Lookup Product Keys I get "Account Lookup Failure"

I´m pretty shure that I haven´t used a mail (just payed via Paypal) but of course I tried it with the mail that is added to my billing address (same i use for this forum now).

After using link from Invoice mail to get in contact with support I was redirected to this forum.

How to solve this problem?

 

with kind regards

Tobi

accounts and activation help
3,568 views 9 replies
Reply #1 from Stardock Forums Top

Hello,
Sorry to hear you are having issues. Please raise a support using the link below, include all your purchase detail in there and support will help you from there.

https://stardock.atlassian.net/servicedesk/customer/portal/4

Thanks
Basj,
Stardock Community Assistant.

Reply #2 from Stardock Forums Top

Sadly don´t get any reply  about my request. Even no confirmation reply about it.

I started to doubt about my email address, but if it would not be working I even would be not able to create a account for that forum. So it´s not blocked or in spam.

Any other chance to get in contact?

The Political Machine 2024
Reply #3 from Stardock Forums Top

When did you submit your ticket ?

What is your SSN#  ?

Maybe I can help .

Reply #4 from Stardock Forums Top

I am having the exact same issue, so I'm hoping to follow this and get an answer myself. I'm positive I used the right email, as I still have the receipt.

Reply #5 from Stardock Forums Top

Quoting gmcube, reply 4

I am having the exact same issue, so I'm hoping to follow this and get an answer myself. I'm positive I used the right email, as I still have the receipt.
End of gmcube's quote

Hello,
Sorry to hear you are having issues. Have you raise a support ticket using link above?

Thanks
Basj,
Stardock Community Assistant.

Reply #6 from Stardock Forums Top

Well I tried to, but I think I was directed to post a thread here. Its kinda confusing.

 

This is the email I received.

 

 

At this time, no ticket was created. Please review the information below to address any issue you have and how to place a ticket if it does not help you resolve it.

 

The most common question we receive is how to get your products or keys. Please use the following link below to get them:

 

http://www.stardock.com/support/productkeyretrieval

 

Be sure to try all the email addresses you know you have or could have used, especially ones you may use for PayPal or other payment services.

 

For other common questions about any Stardock product, please see the FAQs below:

 

Account and Activation Help:
FAQ: https://forums.stardock.com/486311/Accounts-and-Activation-Support-FAQ
Forum: https://forums.stardock.com/forum/1172

 

Stardock Software:
Each Software product in the forums will have a specific FAQ to answer many of the common questions clients have:
https://forums.stardock.com/

 

Stardock Entertainment:
Likewise, each Entertainment product in the forums will have a specific FAQ answer many of the common questions clients have:
https://forums.stardock.net/

 

We use our forums for support so as to help the most people for the longest period of time. If we work tickets for support issues, it helps just one person and just that one time. The forums are staffed with support personnel, developers, and seasoned users of our products. You will be well served there.

 

If you do not find your issue answered in the forums, PLEASE create your own new thread with as much information as possible:

 

  • Windows version/hardware specs
  • Has the app ever worked
  • If you are getting an error, what is that error
  • Exact steps to reproduce the issue, perhaps with screenshots/video to help illustrate your issue

 

For all other issues, Stardock is only providing email support for the following items:

 

  • Account Management
    • Email changes \ Account merges
    • Account closure \ removal
  • Purchases:
    • Refunds
    • Products not received
  • Corporate Sales
    • Corporate sales (volumes of 25 or more)
    • Deployment questions \ test licenses
  • Corporate Support (where a service contract was purchased)
    • Account management
    • Deployment issues
  • Resellers
    • Existing resellers needing help with a recent order
    • Prospective new resellers wanting information

 

If your issue is in one of these areas, please use this link:
https://stardock.atlassian.net/servicedesk/customer/portal/4

 

Regards,
Stardock Support

 

 

Hello,

Your Stardock request is now completed.

Thank you for your participation and patronage.

 

What do I even do with that?

Reply #7 from Stardock Forums Top

Quoting gmcube, reply 6

Well I tried to, but I think I was directed to post a thread here. Its kinda confusing.
End of gmcube's quote

If you do it correctly, it should not directed to the forum if the question is related to your account or license. If you was asking about technical question, than that is in the forum. Also include all details on your purchase information in there. And Support will help you from there.

Thank you,

Basj,
Stardock Community Assistant

Reply #8 from Stardock Forums Top

Did you try choose : Purchase or refund -> Product not receive? than specify your email account not recognize.

Thank you,

Basj,
Stardock Community Assistant

Reply #9 from Stardock Forums Top

Sry for late awnser (worktrip)

I got reply Stardock Support Manager an he could solve the problem.

Seems that paypal email address and mail account was splittet and has to be merged. Don´t know accectly what he has done, but I could register fences now.

Thanks a lot to support team