Hoping somebody can help me with this problem. I bought a copy of Scrivener (Literature & Latte) a year or so ago and used it on my laptop. This Christmas I bought a tower PC and wanted to use Scrivener on that machine too. On loading it up it asked for the Scrivener License number, which of course I didn’t have a record of. Stupid me.
So I used Scrivener’s support page and entered my email address for License recovery. It accepted my email and said a record of the License number had been sent. I received no email. I tried a couple of time more but with no luck.
So I sent the good people at Literature & Latte an email through their support system explaining the situation and they said they had no record of my email address and therefore my License number. I double checked the only other email address I have but nothing there either. I contacted them again offering to give them the last 4 digits of the card I used with which to pay but got no response.
Then things got worse!
My laptop version of Scrivener now showed a message on start up saying I hadn’t logged my License number for 3 months (logged in?) and would be switching to Trial version imminently! This morning Scrivener stopped working and asked me to either use the Free Trial or pay for the full version! I imagine this is all in response to me trying to use Scrivener on another machine. It’s some kind of protection to ensure you don’t allow others to use it.
I’ve tried contacting the Literature & Latte again - twice last week - but still have no response.
Anybody got any ideas how I can sort this problem out, short of buying the software again?
Thanks guys
Edit: Yes, I’ve scoured my emails, including bulk/spam folders, for the original confirmation of payment/License and can’t find anything.
Checking our records, it looks like we have been repeatedly attempting to get in touch with you. We have received a few responses from you, but lately when we try to respond, your email provider bounces the message back to us with an error.
I would suggest attempting to use another email address to contact us with. Perhaps create a free Hotmail account or something, and as before ensure you check spam folders and such after about 24 hours if you don’t hear from us (our response time right now is within that window for most issues).
Meanwhile, please don’t buy the software again. Worst case, if you’re low on demo time, it is NaNoWriMo season, and we make a version of Scrivener that runs for free during April. That should be plenty of time to get this sorted out.
Thank you for the reply. So, the problem seems to be your emails are bouncing back to you. Can I request that before I create another email account (not something I really want to do) can you please double check that you are correctly copying my email (appreciate you may just be ‘replying’ to it) but worth checking.
This is the email I’ve been using to contact you. It’s my professional email address and isn’t prone to failing. Can I ask what email you have been using to contact me and I can make sure it’s White Listed.
My email address: [Removed by moderator]
Thank you.
Yes, we definitely have the correct email address. The bounce error may not be a ’net-wide problem to be clear, it could be your provider has blacklisted the domain our emails come from, for example. It’s something that can happen given how spam protection systems are partially automated these days.
By the way you can also create an account with our help desk system, under your contact address. Once you do so, you can log in with a password and review your tickets online, and directly respond to them there. This might be preferable to creating a new email address; I should have thought of suggesting that before. Since we are having such a hard time getting the email tech working, it might be a good idea. You can create tickets and everything through that system.