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Bought eCart 5 but don't have offer to upgrade to eCart 6 when I log into my account. Please help.

Thread began 2/02/2014 8:45 pm by Jennifer | Last modified 2/07/2014 3:06 pm by Jason Byrnes | 689 views | 7 replies |

Jennifer

Bought eCart 5 but don't have offer to upgrade to eCart 6 when I log into my account. Please help.

Hi have already purchased eCart 5 and now want to upgrade to ecart 6 but I don't see an offer to upgrade to eCart 6 when I log into my account. Please let me know what is wrong and how I can go about upgrading to eCart 6 without having to pay the full cost. Thanks in advance.

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Jason ByrnesWebAssist

Make sure you are logging in using the same account you purchased with

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Jennifer

Hi Jason,

Yes, I am logging in with the correct account because I can see my purchase of Supersuite in the account that I am logging in from but still cannot see any upgrades. Maybe I am missing how to actually obtain the upgrade (even though I thought it was fairly straightforward). What I did was logged into my account, then I clicked the "my account" button on the top right of the screen, then I clicked the "my upgrades" tab and it just says "you don't have any upgrade offers currently available". Should I be going about this a different way? At first I tried logging in and then just clicking on buying the product, but it did not apply any discounts to the final price so I backed out of purchasing before entering my PayPal password. Any assistance would be much appreciated.

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Jason ByrnesWebAssist

Can you aattach a screen shot showing the My public community profile section of the my account page as a private attachment please so i can look up the user you are logged in as.

I did a search for your nickname in our system, logged into our system and can see the eCart upgrade offer.

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Jennifer

Yes, here you go. Along with the screenshot showing the My public community profile section, I have also attached a screenshot that shows my order as well as one that shows no upgrades are available. This is weird but I sure we will get to the bottom of this.

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Jason ByrnesWebAssist

The Purchase of the Student Subscription program associated with this account was canceled. There is no option to upgrade to eCart 6 because there is n o active order.

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Jennifer

I don't understand why it was cancelled as I never asked for it to be cancelled (and I am currently using it and have been using it the whole time). I did notice the monthly payments stop but I just figured that it had reached the total cost and I know that the way the student program works is that you stop making the payments once the full cost of the item has been reached.

I remember when my credit card expired the payments stopped. I then had to call in and give a new credit card number and then the payments renewed again. Is is possible that a new account was created for me when I gave this new credit card number and this is the account that you were referring to when you said that you can see that I have the upgrade option of eCart 6 available?

Has my Supersuite payment been fully made? I assume that it was been since the automatic payments just stopped on their own and I am still able to use my product just fine. Please let me know what I need to do to either continue paying (if there are more payments still owing) or get onto whatever new account that currently exists with my email address so that I can get my upgrade to eCart6. Thanks in advance.

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Jason ByrnesWebAssist

When the credit card expired, it suspended the subscription.

you can re-activate it from your services page on papal, let us know when it has been reactivated, and we can set the status to active again.

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