paid for 2 credits but show only 1

[Ron Brown]

Hi there,

I purchased 2 GM credits (shows on my credit card statement). I connect to a 2015 GMC Sierra and open the editor. I get a pop up that says "you don't have a license for this file" when I click show license options I see I have only 1 GM credit when I should have 2.

when I am on the website I can see in the customer center that I have 2 GM credits.

I have tried clicking the link to get a new application key (like 4 times) waited overnight and I still don't get the email. I checked to make sure the email in my profile is correct and it appears to be.

looking for support now, because I don't want to throw another 69.00 CAD for another GM credit in hopes that it works.

thank you

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[GHuggins]

Have you emailed support at hptuners.com? OR as far as that goes did you purchase the credits at HP's website? Usually you'll get the credits emailed to you right after purchase, so might want to verify email spelling and caps...

Just some thoughts...

[Ron Brown]

Have you emailed support at hptuners.com? OR as far as that goes did you purchase the credits at HP's website? Usually you'll get the credits emailed to you right after purchase, so might want to verify email spelling and caps...

Just some thoughts...

I have emailed HP support a couple of times and got no response, so I thought I would try here

I purchased the credits through the VCM editor "purchase credits online"

[GHuggins]

That should take you straight to their website. They probably have a high work load or something coming in or your email provider is delaying things? Had that happen a few times myself.....

[whistler777]

go to customer center and get new application key. then enter new key in software iirc.

[ghostofnyc]

Having same issue will try this when I get home

[Bill@HPTuners]

Ron, we responded to your email a week ago, but the email bounced back to us

server-7.tower-190.messagelabs.com rejected your message to the following e-mail addresses:

Deleted email address for privacy

server-7.tower-190.messagelabs.com gave this error:
Message filtered. Refer to the Troubleshooting page at http://www.symanteccloud.com/troubleshooting for more information. (#5.7.1)

A problem occurred during the delivery of this message to this e-mail address. Try sending this message again. If the problem continues, please contact your helpdesk.

in any event we required a vcm suite infolog while connected to the vehicle in question, as this will show us your serial number, the app key you are using, the software version you are using, the credits you've used, etc.

[ghostofnyc]

Thanks this helped

[Ron Brown]

Hi Bill,

thanks for letting me know. I know I was having some emails that I sent you kicked back. it is a company email server and when I discussed this with our IT guy, it seems if I send or respond to emails that have certain links, the mail is undeliverable and apparently creating issues on your end as well.

this may be the reason why I might not be receiving new application keys as well ( as the fellow above mentioned)

Maybe what I should do is use a different email account and try emailing you the same information again. hopefully it will work this time....im dying to get cracking on playing with this program

[Bill@HPTuners]

Sounds good.