Zugg Software :: View topic

Newbie Joined: 24 Nov 2009 Posts: 7

Its been over an hour since Ive retrieved my license key and I have yet to receive it in my email. Is it supposed to take this long? I have checked all my spam/trash folders as well and still nothing.

Posted: Tue Jan 24, 2012 5:16 pm

It usually arrives instantly. Do you have multiple email accounts? If so, have you updated your email address with the store? The store will generally say, "License has been sent to originalemailaddress@whatever.com", even if you've updated it to "newemailaddress@newplace.com". It'll still go to the new email address, however.

Have you tried retrieving it again?

Newbie Joined: 24 Nov 2009 Posts: 7

After checking my account info, the email I have on file is correct. I still have yet to retrieve my license key, and when I try to retrieve again it gives me the "already retrieved" error.

Site Admin Joined: 29 Sep 2000 Posts: 389 Location: USA

If you sent a support request to support@zuggsoft.com I'll be able to look into it. If you purchased via paypal, it is likely a glitch in their system that happens pretty regularly.
I won't know anything without your actual registered data.
Chiara

Newbie Joined: 16 Jan 2001 Posts: 7 Location: Norway

I've had the same problem for a few weeks as well. I sent a support mail, but nothing came out of that either. I tried to retrieve a key yet again now, so we'll see if it comes through. This was no problem for years until now a few weeks ago.

Newbie Joined: 16 Jan 2001 Posts: 7 Location: Norway

One day later, no code. I know that my email is correct and working. Any suggestions?

Site Admin Joined: 29 Sep 2000 Posts: 389 Location: USA

Handled in a separate thread. Codes should arrive within a few minutes. I've seen it take hours. If no code arrives within a day, email support. If you don't hear from support within 2 business days, try again. I'm pretty prompt at answering.

GURU Joined: 23 Dec 2000 Posts: 4834 Location: USA

1)make sure you're retrieving a new code for the correct product. V3 CMud is not the same as V3 CmudPro and neither are the same as their V2 counterparts. Lots of folk fail to realize they were trying to get a code for regular or pro when in fact they only bought the opposite (ie, bought regular and trying to get a pro license).

2)check your spam folders, both in your mail client (if you use one) as well as on the mail website. Might also be a good idea to take a look at any spam rules you've got set up, to see if any of the autodelete rules might be catching it.

3)try again later, and make sure you press the submit/okay button instead of accidentally clicking cancel/clear/forgetting to submit.

4)if it comes down to a support issue, keep sending email. Neither Zugg nor Chiara will even respond to such requests on the forums, and while historically both have been quite awesome with keeping up with customer support issues like this, this may have changed now that CMud is abandonware. If they happen to not respond, you're just out of luck.

Site Admin Joined: 29 Sep 2000 Posts: 389 Location: USA

Just because it isn't under development doesn't mean we stopped caring about our customers. Unless I'm sick or out of town, all support email is still handled promptly. If you don't hear from me in a 72 business hours, try again.

Sorcerer Joined: 15 Apr 2011 Posts: 809

Site Admin Joined: 29 Sep 2000 Posts: 389 Location: USA

CMUD is stable. The database is up and keys can be retrieved. We've automated the process to the best of our abilities. You can still contact me if there is a problem, and we still keep the website and forums up. You get a lot less than that from many companies that are still actively developing their products.

Sorcerer Joined: 15 Apr 2011 Posts: 809

Perhaps, but Zuggsoft stopped caring about their customers the day Zugg left for a year with no notice.

Site Admin Joined: 29 Sep 2000 Posts: 389 Location: USA

I'm very sorry you feel that way. I can assure you that isn't true, but that won't change how you feel about it.