Buying an upgrade

luz.orellano's Avatar


09 Jun, 2018 04:05 AM

Hi! I'm trying to upgrade my license but I get an error message in the payment process (screenshot attached herein). I've tried two different credit cards (I don't have a Paypal account), but I get the same message every time. Any ideas what could be causing the problem? Can you help me with this? I really need the software before Sunday.

Thank you!!

  1. Support Staff 1 Posted by Joe Connell on 09 Jun, 2018 04:11 AM

    Joe Connell's Avatar

    That appears to be a PayPal issue...
    It says "Try again" so it is possible
    PayPal is having some problems at this time
    and we have no control over PayPal.

    You can keep trying or contact PayPal
    and maybe they can tell you more.


  2. Support Staff 2 Posted by John Wu on 09 Jun, 2018 04:13 AM

    John Wu's Avatar

    What type of payment are you using?

  3. Support Staff 3 Posted by John Wu on 09 Jun, 2018 04:19 AM

    John Wu's Avatar

    So it looks like you were trying to purchase a Sparkbooth DSLR upgrade. Try
    paying the PayPal invoice I just sent you, and let me know if you still see
    the same error. Note, PayPal will block debit card payments depending on
    the country you are located. So if one form of payment does not work, try

  4. 4 Posted by luz.orellano on 09 Jun, 2018 04:54 AM

    luz.orellano's Avatar

    Joe and John, thank you for your reply. I'm trying two different credit cards, same message with both. John, I tried to pay the invoice you sent me and still getting the same error. So I guess I'll keep trying tomorrow. I don't think contacting Paypal is an option for me because I don't actually have a Paypal account. So......

    Thank you again. I'll keep trying!

  5. Support Staff 5 Posted by John Wu on 09 Jun, 2018 04:18 PM

    John Wu's Avatar

    You should still be able to contact PayPal and reference the invoice. You
    can also try creating a PayPal account to pay with credit card, and then
    delete the account.

  6. Support Staff 6 Posted by John Wu on 09 Jun, 2018 04:24 PM

    John Wu's Avatar

    So it looks like you just paid the invoice. Check your email for the
    upgraded license key.

  7. 7 Posted by luz.orellano on 09 Jun, 2018 04:28 PM

    luz.orellano's Avatar

    Yes! Good news! I could finally pay the invoice, but I had to regain access to my paypal account first (I used to have one but I couldn’t remember my password nor the answer to the security questions, and I have now a different phone number..). So, I call Paypal, reestablished everything, tried again and it worked. Apparently, the only way of paying is through a Paypal account (if you are not in the US).
    I’ve just got the email with the license key
    So, thank you!!

  8. 8 Posted by luz.orellano on 09 Jun, 2018 04:29 PM

    luz.orellano's Avatar

    You can close this discussion. Thanks!

  9. John Wu closed this discussion on 03 Jul, 2018 03:08 PM.

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