Captains,
We are beginning to separate problems into a couple of different arenas and so far we have been able to help most users who need assistance. Self-help is always faster, and since you are here you are likely relatively computer savvy- so this post is here in hopes that it will get you going faster than we possibly can individually one person at a time.
Please trace through this post and see if any of the problems reported apply to you, and try the recommended solution.
ITEM #1: I ordered, but have not received a confirmation email with a download link:
Please do the following:
1) Log into you PMDG ecommerce account and look at your purchase history. Click on the ORDERID.
2) When looking at the order (make sure it is the correct product!) if you see a green DOWNLOAD PRODUCT button, click it.
3) You should see a pop-up that allows you to email yourself a Two-Factor authentication.
If you started the above, but found that you do not have a green DOWNLOAD PRODUCT button at step 2, please contact our technical support for further assistance.
ITEM #2: You have a green DOWNLOAD PRODUCT button, but do not get the "Generate Authentication Code" pop up:
Please do the following:
4) Turn off pop-up blocking in your browser, and/or authorize popups "from this site" or "from www.pmdg.com"
5) After turning off the blocker, close your browser, reopen it and start back at step 1.
If steps 4/5 do not work:
6) Closer your browser, then reopen it again for private browsing.
7) return to step Home and move through this process again.
ITEM #3: You do not receive the Authentication Code email:
Please do the following:
8) Check your spam filter.
9) If you control your spam filtering, please white-list/authorize emails from [email protected] or simply pmdg.com depending upon your system.
NOTE: Some telecoms in germany)habitually block emails from pmdg. We have been trying to resolve this for years with limited success. If you feel your telecom is blocking, we recommend you try using a gmail/hotmail etc type address as this is known to work around the telecom issue.
This guide should help most of you to self help, but not all. There are some user's who's orders get hung up and require our intervention- you can tell this has happened to you if you log into your PMDG account, click on the order and do not see the green DOWNLOAD PRODUCT button. We watch for these in real time, but it isn't always obvious and reaching out to us at technical support will help get you going more quickly.
Thank you for your patience. We appreciate that it is frustrating to feel that you are waiting on an eagerly awaited purchase and we a will do all we can to get you unstuck in the quickest manner possible!
We are beginning to separate problems into a couple of different arenas and so far we have been able to help most users who need assistance. Self-help is always faster, and since you are here you are likely relatively computer savvy- so this post is here in hopes that it will get you going faster than we possibly can individually one person at a time.
Please trace through this post and see if any of the problems reported apply to you, and try the recommended solution.
ITEM #1: I ordered, but have not received a confirmation email with a download link:
Please do the following:
1) Log into you PMDG ecommerce account and look at your purchase history. Click on the ORDERID.
2) When looking at the order (make sure it is the correct product!) if you see a green DOWNLOAD PRODUCT button, click it.
3) You should see a pop-up that allows you to email yourself a Two-Factor authentication.
If you started the above, but found that you do not have a green DOWNLOAD PRODUCT button at step 2, please contact our technical support for further assistance.
ITEM #2: You have a green DOWNLOAD PRODUCT button, but do not get the "Generate Authentication Code" pop up:
Please do the following:
4) Turn off pop-up blocking in your browser, and/or authorize popups "from this site" or "from www.pmdg.com"
5) After turning off the blocker, close your browser, reopen it and start back at step 1.
If steps 4/5 do not work:
6) Closer your browser, then reopen it again for private browsing.
7) return to step Home and move through this process again.
ITEM #3: You do not receive the Authentication Code email:
Please do the following:
8) Check your spam filter.
9) If you control your spam filtering, please white-list/authorize emails from [email protected] or simply pmdg.com depending upon your system.
NOTE: Some telecoms in germany)habitually block emails from pmdg. We have been trying to resolve this for years with limited success. If you feel your telecom is blocking, we recommend you try using a gmail/hotmail etc type address as this is known to work around the telecom issue.
This guide should help most of you to self help, but not all. There are some user's who's orders get hung up and require our intervention- you can tell this has happened to you if you log into your PMDG account, click on the order and do not see the green DOWNLOAD PRODUCT button. We watch for these in real time, but it isn't always obvious and reaching out to us at technical support will help get you going more quickly.
Thank you for your patience. We appreciate that it is frustrating to feel that you are waiting on an eagerly awaited purchase and we a will do all we can to get you unstuck in the quickest manner possible!
Rolando Olmo
Comment