Downloaded v5 a week ago. Tried to get updated software key to no avail. My e-mail address has changed since purchasing prior version in March 2007. Retrieved receipt from Element 5. When I tried to change to my new e-mail address on DVDFab site (tried multiple times over past week) it will not accept my order number from Element 5. After sending multiple requests through DVDFab technical support, NUNE of which have been answered) I seriously question their commitment to customer support.

Before you say it, spam filters are not trapping anything from this source.

I have my receipt in hand from Element 5 but the order number is not accepted and e-mail address change cannot be validated. Because of this, I cannot receive the upgraded product key to my current e-mail addrsss. Old e-mail from when purchased is no longer available. Technical support (included my current e-mail address) has not been answrred despite multiple requests.

Any suggestions as to how to get support and to get the upgraded key?

Before you green light your ISP, read everything in this thread.

Had already read all the linked threads and tried the ideas there with no success. Funny that they can send a validation link e-mail but do not seem to recognize a legitimate order number from their Element 5 agent nor answer technical support e-mails. I have been happy with prior versions of DVDFab Gold but am starting to question whgat is going on here. If they do not answer repeated tech support e-mails, do not recognize their own agent's order number without which you cannot update your e-mail address, but can send a validation link e-mail OK, I am at a complete loss as to who to turn this over to. And, evidently I'm not the only one based on the other threads.

Most of the others have been sorted. I am sure yours will be also, are upgrading to V5? I think there was a thread on that. I think but I might be wrong that there might be a fee for some who upgrade from V3 or 4 to V5. Let me check.

I am not sure if this applies to you or not, I am just trying to help, this is a cut and paste from the FAB Website.

Quote:

<H3>Do I need to pay for upgrades?

</H3>

Thanks but that doesn't address the problem as I purchased in March 2007. Appreciate the response though. So far I have had absolutely NO response from the author or his web site's tech support, only from this forum, and no solutions.

Let me look into this, please try and contact them with a new e-mail address, I assume you still have your V4 key. Tell them to contact you at the new addy.

Have already tried contacting them MULTIPLE times with ABSOLUTELY NO RESPONSE from technical support or the fentao e-mail address in a prior thread). Have tried new e-mail address (included in every contact). Their site will not let me change my e-mail addrsss of record either. Quite honestly I have never seen a business with this level of NON-SUPPORT. If I treated my customers like this I would be out of business (and rightly so) in very short order. I am quickly getting the idea that this is all just a ploy to wrest more money to purchase a new copy even though their policy states that continued free upgrades will be made for purchasers such as me (March 2007).

ToonPatrol, This issues comes up time and again and 100% of the time the error has been found to be on the users end. Having said that, turn off all your anti-everything and try to update to a gmail or hotmail account. Having used this software for at least 7 different e-mail accounts I have never not gotten my key sent to me.

Also you should have your key for version 4 someplace, so reinstall version 4 and it's key, then use the number in 4 that is in the about box in the program to input when you go to the fab web site to change your info.