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robinedgar
robinedgar
Join Date 01/2010
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can't upgrade and false pricing in your promo email

April 29, 2022 2:16:19 PM from Stardock ForumsStardock Forums

I got an email telling me i could upgrade for $7.99. I click on the link and it wants me to pay EUR 9.99. I try to upgrade my Fences 3 license and it says I am not eligible for an upgrade. Why can't I buy the $7.99 upgrade?

fences
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robinedgar
basj
Join Date 03/2001
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Reply #1 April 29, 2022 9:24:39 PM
from Stardock ForumsStardock Forums

Hello,
Sorry to hear you having issues. I have forward your problem/question to Stardock Support Team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

Basj,
Stardock Community Assistant

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robinedgar
robinedgar
Join Date 01/2010
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Reply #2 May 4, 2022 9:35:29 AM
from Stardock ForumsStardock Forums

no updates?

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robinedgar
basj
Join Date 03/2001
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Reply #3 May 4, 2022 10:06:13 AM
from Stardock ForumsStardock Forums

Hello,
I have forward your problem/question again to Stardock Support Team for their assistance. We appreciate your feedback and patience.

Basj,
Stardock Community Assistant

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robinedgar
TPScroggins
Join Date 04/2025
+82 sdsupport
Reply #4 May 4, 2022 10:12:51 AM
from Stardock ForumsStardock Forums

The store will automatically calculate the following which may results in a different than advertised final cost:

  • Taxes \ VAT for your region

  • Currency exchange rates at any given time

Paul Scroggins
Associate Technical Support Analyst

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robinedgar
cconrath
Join Date 04/2017
0
Reply #5 September 23, 2022 1:46:29 PM
from Stardock ForumsStardock Forums

I am having similar challenges... I am a registered owner of Fences 3, but when I try to upgrade to Fences 4 it says I am not eligible.  Why would a paid license holder of Fences 3 not be able to follow your advertised upgrade process to move to Fences 4?  Is there a separate link I can use to initiate the upgrade from my account?

Thanks,
Carl

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robinedgar
cconrath
Join Date 04/2017
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Reply #6 September 23, 2022 3:07:45 PM
from Stardock ForumsStardock Forums

Ok, I figured it out.  It looks like the Fences upgrade does not consider the current email address attached to your Stardock account, even if you are logged in and initiate the upgrade from there.  Instead, it is looking for whatever email address you may have had when you first registered Fences.  For me, that was 5 years ago, so I'm lucky I remembered.  

This seems like a bug in the web form or an issue with how Stardock is managing account data.  At a minimum, you should warn users that you are looking for the OLD email address, not the current email address linked to their Stardock account.  Ideally, you should fix this to enable the check for both the original email address user to register OR the current email address associated with the account of a valid license holder.

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robinedgar
AzDude
Join Date 11/2002
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Reply #7 September 23, 2022 3:43:55 PM
from Stardock ForumsStardock Forums

Quoting cconrath,
reply 6

Ok, I figured it out.  It looks like the Fences upgrade does not consider the current email address attached to your Stardock account, even if you are logged in and initiate the upgrade from there.  Instead, it is looking for whatever email address you may have had when you first registered Fences.  For me, that was 5 years ago, so I'm lucky I remembered.  

This seems like a bug in the web form or an issue with how Stardock is managing account data.  At a minimum, you should warn users that you are looking for the OLD email address, not the current email address linked to their Stardock account.  Ideally, you should fix this to enable the check for both the original email address user to register OR the current email address associated with the account of a valid license holder.

You can merge that Old email addy to your current Stardock account email with this link https://www.stardock.com/accounts/registrations/

 

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robinedgar
robinedgar
Join Date 01/2010
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Reply #8 May 22, 2025 5:34:36 AM
from Stardock ForumsStardock Forums

And again this happens: I get a promo email to upgrade for $29,99 but the link says EUR 35,05. I have never had another account, so the transfer thing doesn't make a difference. I have been a customer since January 2010!

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robinedgar
basj
Join Date 03/2001
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Reply #9 May 22, 2025 5:52:33 AM
from Stardock ForumsStardock Forums

Hello,
Sorry to hear you are having issues. But, I believe Support has answer your question on reply#4.

Thank you,
Basj,
Stardock Community Assistant.

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robinedgar
DrJBHL
Join Date 04/2002
+4553
Reply #10 May 22, 2025 5:56:15 AM
from Stardock ForumsStardock Forums

Quoting robinedgar,
reply 8

And again this happens: I get a promo email to upgrade for $29,99 but the link says EUR 35,05. I have never had another account, so the transfer thing doesn't make a difference. I have been a customer since January 2010!

Are you adjusting for exchange rates and local VAT/sales taxes?

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robinedgar
robinedgar
Join Date 01/2010
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Reply #11 May 22, 2025 6:57:49 AM
from Stardock ForumsStardock Forums

Sales tax is not mentioned anywhere, but even then $29,99 (incl / excl VAT?) is EUR 26,55. Add 21% VAT (and pretty strange that the price in the email would be without VAT and the site including VAT) you get EUR 32,13.

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robinedgar
DrJBHL
Join Date 04/2002
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Reply #12 May 22, 2025 8:04:09 AM
from Stardock ForumsStardock Forums

Quoting robinedgar,
reply 11

Sales tax is not mentioned anywhere, but even then $29,99 (incl / excl VAT?) is EUR 26,55. Add 21% VAT (and pretty strange that the price in the email would be without VAT and the site including VAT) you get EUR 32,13.

Exchange rates fluctuate. The site is static. Your credit company/bank use one set of exchange rates which differ from the ad and from what you get from Stardock. No one's trying to cheat you.

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robinedgar
ieg0326
Join Date 03/2026
0
Reply #13 March 6, 2026 3:18:38 PM
from Stardock ForumsStardock Forums

March 06, 2026

 

Re: Misleading Promo Offer When Upgrading! 

*** See two screenshot images attached for reference below *** 

 

Considering Stardock was informed of this matter over 3 years ago, I have just experienced the same damn issue! What the hell is this BS? 


I got a popup to upgrade for $7.99 USD and when I got to the link the price shows $13.99 instead! Did Startdock management and sales simply ignore this issue!? I find this rather irresponsible and wrong! I also took screenshots of this as well for your reference.
 

I have been a long time customer of Stardock and it is not about the money with me, it's the principle. I DON'T LIKE BEING MISLEAD! If you offer something within your own App, honor the price offer and cut this damn scammy BS! I will move forward with the purchase at the higher price, and will reach out to your billing support to make sure your company honors its own advertised and promoted price. There is NO excuse for allowing this to keep happening to people that support your company and software products. I hope you do the right thing, because as minor as this may seem, it is NOT acceptable to mislead consumers, especially here in the U.S. as you should know the law is pretty clear. 

Your prompt attention in this matter is appreciated. 

 

------------------------------------------------

screenshot image #1

------------------------------------------------

---------------------------------------------- 

Here is the final price after clicking the link to upgrade, which is $13.99 and NOT $7.99 as advertised and promoted!


screenshot image #2

---------------------------

 

 

I hope this matter is resolved and addressed soon! - Thank you. - Jeff

 

----

 

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