For anyone having problems with their account, we’d like to explain why this may be happening.
If you don’t care why it’s happening and want it fixed:
The longer version – the old website
The old Event Espresso website had one system to handle purchases and a second system for user accounts to access downloads, support and documentation (that’s why you had to create an account on the forums and fill out an update request form after you purchased). With the new website, you are directed to create an account either before the purchase (while paying by credit card through Authorize.net) or right after payment (if you pay with PayPal). This is a big improvement which will automate your access.
The challenge we had was taking the two systems and combining them into one record. The most accurate way to do this is to take the purchase record and use the customer name and their email address to create an account. That means your account will be under the name and email address of the person who made the purchase. Since it is possible that some people may have used a different email address when they purchased, or are using a different email address now, we have a system in place to create your account and give you the right access.’
If you purchased and did not receive an email (to the email address you used at the time of purchase) then please do the following:
We will then update your account manually this one time and it will be automated thereafter.
We apologize for the inconvenience of having to create an account and the down-time from receiving support. We know the new website will be much more convenient for everyone and save you more time.