Can anyone tell me...

Can anyone tell me how the download area works?

I purchased vBSEO yesterday. I got an email saying that payment had been received, and that vBSEO had been approved for my site. It included an ID number and a link to the download area. When I went to the download area and tried to download the product it said that I had to purchase it.

I tried to get some info through support but when I clicked on support it said "to contact support you need to upgrade".

I then tried to contact them through the "Contact Us" form but 20 minutes later I got an email back saying:

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Our helpdesk only accepts new questions submitted from the web interface.

To submit a question, please visit the online helpdesk at the following address:
https://www.vbseo.com/tickets/

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But again, when I click on the link I get the same message "to contact support you need to upgrade".

I tried a few times again today but still can't download and still can't get through to anyone for for help on how to get the product.

Can anyone tell me where I can get some help?

Thanks.

Hello,

your license has been update, please try to access the downloads area now.

I got it now. Thank you very much.

Sorry, but my frustration was because I got an email saying that my payment was received, vBSEO has been approved for vbulletinstuff.com and it included a download link. I assumed by this email that the product was ready for download.
When I went to the download area through the link provided in the email, it told me I had to purchase it. I then assumed an error had occured somewhere but then it seemed impossible to reach anyone for help, via support or email.

I would recommend holding back on the download link in the email until it is actually ready to allow the download. This might prevent some confusion. Perhaps a short line saying that the purchase has to be cleared first would also help.

Anyway, I have it now so all is well.

Thanks again.

The problem occurred because a different username was specified during purchase than the one you are using now.

Sorry for the inconvenience. I'm glad that everything sorted out now.