Does help-desk have a separate log-in?

If you need to write about anything else please do it here..
Post Reply
fattsmellf
User Level 0
User Level 0
Posts: 2
Joined: Tue May 18, 2010 12:04 pm

Does help-desk have a separate log-in?

Post by fattsmellf » Thu Sep 03, 2020 12:49 pm

Hi,

I'm trying to contact the help-desk to start a new ticket. I can log-in to my acustica account, but I can't seem to log-in to the help-desk using the same details.
Is there a separate account for the help-desk?
I tried resetting my password, but never received the e-mail.

I case anyone already knows the answer: I installed the trial version of Lemon using Acquarius, this all works fine and I can see the authorized license in acquarius. However when I open the plug-in in my DAW (Studio One v5, Win10) I see 'Please authorize this product' in the top-left corner and it doesn't pass effected sound. Same thing happens for the trial versions of Ebony and Cobalt, but strangely the trial version of Jade seems to work OK.

cheers, Matt

User avatar
Support
Expert
Expert
Posts: 3681
Joined: Mon Feb 24, 2014 11:33 am
Location: Lodi, Lombardia, Italy.
Contact:

Re: Does help-desk have a separate log-in?

Post by Support » Thu Sep 03, 2020 2:19 pm

Our website uses SSO. (https://en.wikipedia.org/wiki/Single_sign-on)
You should log-in first on https://www.acustica-audio.com/store/login and then go to https://acusticaudio.freshdesk.com/support/home.
You should disable the addons on your webrower that can block SSO.
Best regards,
Acustica Audio help-desk service and support.
https://www.acustica-audio.com/
Acustica Audio is a trademark of Acusticaudio SRL.

To contact Acustica Audio support go to the ‘Support’ in your Acustica Audio account.
We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts.

fattsmellf
User Level 0
User Level 0
Posts: 2
Joined: Tue May 18, 2010 12:04 pm

Re: Does help-desk have a separate log-in?

Post by fattsmellf » Thu Sep 03, 2020 4:24 pm

Doesn't work unfortunately.
I'm logged in to my account on the store, but if I try to log-in to support I have to re-enter my details (twice) then I get a message that my e-mail and password don't match. Behavior replicated in Firefox/Chrome/Edge. SSO works on other websites and is not blocked.

User avatar
Support
Expert
Expert
Posts: 3681
Joined: Mon Feb 24, 2014 11:33 am
Location: Lodi, Lombardia, Italy.
Contact:

Re: Does help-desk have a separate log-in?

Post by Support » Fri Sep 04, 2020 5:36 pm

Replicated. We will try to fix it ASAP.
Best regards,
Acustica Audio help-desk service and support.
https://www.acustica-audio.com/
Acustica Audio is a trademark of Acusticaudio SRL.

To contact Acustica Audio support go to the ‘Support’ in your Acustica Audio account.
We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts.

User avatar
Support
Expert
Expert
Posts: 3681
Joined: Mon Feb 24, 2014 11:33 am
Location: Lodi, Lombardia, Italy.
Contact:

Re: Does help-desk have a separate log-in?

Post by Support » Fri Sep 04, 2020 5:44 pm

Fixed and tested. Read the email, please.
Best regards,
Acustica Audio help-desk service and support.
https://www.acustica-audio.com/
Acustica Audio is a trademark of Acusticaudio SRL.

To contact Acustica Audio support go to the ‘Support’ in your Acustica Audio account.
We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts.

Post Reply