Contacted support 2x and haven't received anything re: activation

Hi!

I haven't found a direct number to call support about this simple question. I have submitted two support cases and have not heard back from anyone yet. Case # 00416059 Sent August 18th, and then submitted the same question Case # 00416390 on August 20th. No response from anyone (besides the generic response that they received my question).

My question is that I have a license for Articulate Storyline. I upgraded to Windows 8.1 and now I am missing an activation code.

If someone from Articulate can get back to me, I will send you my serial # and machine code. Or you can look them up using the case numbers listed above.

I only have 11 days left of the "trial" that I have been using so a quick response would be appreciated!

Thank you!
Brooke

4 Replies
Ashley Terwilliger-Pollard

Hi Brooke,

I'm sorry for the difficulty with this - but I looked at both cases you mentioned and see that our Support team has replied to each email. It's possible the emails are falling into your junk or spam folder.  

There is direct contact information here for our team, and they should be able to assist you with accessing the activation code and serial number as I wouldn't want to share those in the forums. 

Brooke  L

Thank you Ashley!!! 

I checked my spam and junk folders and saw nothing. I just checked again, and nothing from Articulate.  I did receive the canned email back from Justin at Articulate Support every time I submitted a case, just no human reply.  I sincerely appreciate your help, I'm going to call right now!

Ashley Terwilliger-Pollard

No problem Brooke - sorry we didn't see it earlier this AM, holiday weekend catch up and all.

It's odd that you got the emails from Justin, but not the other ones after it - I also see you started a new case this morning, so I added a note that we've helped you out here in the forums.

In regards to the emails, we obviously want to be sure you can get them in the future - do you have an IT team who could help check into if they got lost somewhere? I could provide additional information on date/time sent if you needed it to help track them down.

Missy Crew

Hi Brooke,

Per the discussion during your call, we have made the necessary adjustments to allow you to activate again. Regarding the cases submitted to Technical Support, it does appear that you were not receiving the responses that were sent. Please be sure that you work with your IT department to determine why you were able to receive initial responses, but not the later responses.

We are glad to have been able to get you back up and running!