Activation issues after renewing subscription

Hello,
Yesterday I renewed my subscription manually after it failed to auto-renew. I did it via the link in the email to tell me the auto renew had failed, and the order all went through fine. Got my confirmation email and invoice etc

However, I couldn't initially find the license key. It wasn't on the confirmation email so had to search my inbox for my original subscription order back in 2018, which contained a license key. I entered that in to the new installation on my Mac Mini, as it was previously installed on my old MacBook which was sold last month. It correctly pointed out that it had been active on another Mac and do I want to activate it on the current Mac, to which I said yes, and then it tells me that the license key is registered to another account.
I don't have another account so not sure how that's happened. I have tried to contact support about this via Facebook messenger and Twitter DM's (both of which seem really bad ways of dealing with support tickets), but both have been ignored so far.

Hoping someone from support sees this so I can get it resolved!

Thanks

 

Sounds remarkably similar to my issue, except that my autorenewal was in September and went fine. I posted about it over a day ago here and no response yet.
One of the bullet points checked off for the $99/year Pro subscription is "Premium 24/7 phone and email support." How do we obtain that?

 

Their support is the worst of any company I've ever used. It's hilarious that they label it as support at all

The fact a company is asking me to use Facebook Messenger, Twitter DM's and a fairly inactive forum is actually quite unprofessional

They've ignored me for 2 days now, if it gets to a third then I'll just request a refund

 

Hello, we are sorry to hear that you're unhappy with the Parallels Service and we are here to help.
Could you provide us with the detailed issue description please?

 

Hi @Maria@Parallels

What more would you like to know? I did send a detailed description of the issue including email addresses and license keys via your Twitter DM @ParallelsCares from my @QAAutomationUK account, not sure how I can do the same on here without divulging personal information.

But basically, I originally bought a Parallels subscription back in 2018, and have renewed every year since then. This year my auto renew failed due to a payment issue, an old card, so I manually renewed via the payment link in the email I received. Order went through successfully so went to use my license key, which I had to find by going back to my original 2018 purchase email.

However when I went to use it, it said it was associated with another account, but I only have the one account and have only ever used one email to purchase my subscription. So no idea how it's not working all of a sudden. I used the same key only a few months ago on another MacBook, which I no longer own, so it was working until fairly recently.

 

Hmm, the getting ignored on Twitter (and wondering why a company is directing paying customers Twitter) parts also sound all too familiar. They appear to have downsized their support to one person (at a guess), splitting their time between this and a bunch of other Corel products. I feel awful for that poor person, and I hope they find a better job soon. But I still need the software I paid for to work.

They recently sent me an "upgrade to Parallels 17 for free!" email, and I just noticed that the To: address on that email was the one associated with my Apple Pay / Apple ID account, which I did not give them or used with their service. No previous message from them, ever, has used that address.

It looks like they somehow created a separate account using that email address and moved the license to it. This probably explains how my old machine got deactivated; it wasn't using that address either.

I didn't have the password to that phantom account, but the "reset password" worked, and I can see my Product Key registered to it, which was enough to get the product to run. But I have no idea how to move it to my actual account. Nor do I much care because this has already demonstrated that having our business workflow rely on Parallels is a mistake.

So, if you also got that Parallels 17 email recently (from [email protected]), check what address they sent it to. Also, check your Apple ID email address, and if you used Apple Pay or PayPal, check whatever email address you use with those.

I hope this helps!

 

Can I get some help please? You made the initial reply then nothing since

This is unbelievable how bad this support is

 

Once again please sorry for the delay and reply us back via the private message with your license key.