[Solved] Angry about support - my Sonar will go to demo tommorow

I hope a forum host or a Cakewalk staffer sees you post and attends to it promptly. I've had your pain and understand. Be assured that once direct contact is established you'll be looked after.

I am in Russia. So for me direct call not an option, sadly. But thank you for idea. 

John
Clearly you see this as an emergency. Have you tried to call CW? I would think if you live in the US a call is warranted.  

I would venture a guess by the posters name that he may be overseas. Also judging by his previous methods of communication with Cakewalk.
Why don't you as a host, send a PM for him. With only 12 posts perhaps he doesn't have enough posts to do it himself. Now that would be helpful.

Thank you guys for help! 

Thanks J.

John, if you're wondering why I didn't just send a PM, myself;

I don't have PM access to the Moderators.

Not to worry Mike they have all been sent. Your suggestion was taken as a good one that I was going to do anyway. I view it as my job. 
 
 

Also FWIW Cakewalk does have a good reputation for support (especially phone support; it's too bad you're in Russia), so it will be very helpful to them to find out where the system glitched in your case.

Since this is a subscription issue, would it help to contact Cleverbridge directly? I had a payment method issue and they had an answer within 1 business day for me. I think I put a support request in from My Account.

If you purchased the software directly from Cakewalk try logging into the store and checking under "my account">View your products. See if you have more than one serial number for Sonar listed. 
 
Then run sonar and check the Help>about page to see if the serial number matches what you are seeing in the Cakewalk store.
 
If there are multiple serial numbers or the one shown in the Sonar Application Help>about page you may need to try changing the serial number.
 
I do not know the procedure to do that. the only thing I can think of is a clean install.
 
Do not try this unless everything else has failed because I have not tested the following procedure
 
This involves removing sonar using the windows control panel and then removing all the registry entries for sonar from the registry using regedit. If you search google for "sonar clean install" you should find the procedure for that from a previous version you will need to adjust a few things to accommodate the newer version.
 
If you are not an experienced windows user I would not attempt this without help as you could damage the registry if you are not careful.
 
Once sonar is removed reboot and install manually using the file in your Command center download folder. (Click the gear icon in the Command Center to see where that is)
 
During the install you will be asked for a serial number and you can put in the one you want to change to. Then after the instal completes you will need to follow the instruction for the offline install or you could try the online activation since you have now changed the serial number.
 
There may be other ways that are simpler but this is what I can think of to help you.
 
 

I did a dual monthly mistake, and (by pure luck, I suspect) deleted the old, and renewed the "right one". It could be as mentioned, that you have the "wrong" serial number in SONAR.
Best of luck.

Anderton

John
I'm hoping Craig might be able to do something. Hi Craig!

I sent a message via the Bakerphone Secret Hot Line that's reserved only for potential international incidents.

I knew you could do it! LOL Thank you Craig!!!!

LumenMedia
Well, i will try to explain. One day, when i visited Cakewalk shop, i saw new monthly price for Sonar Platinum. It was almost 3 times lower, than my usual monthly fee. So, being clever guy, i decided to subscribe using this price and cancel older subscribtion. Thats what i did. Later, i asked tech support how to cancel older subscribtion, and this smart guys :) explained me, that i was wrong. Newer price applied for second copy of Sonar, not for the first one. This is kinda "purchase one and receive discount for second". This is not what i need, so i asked to cancel NEWER subscribtion. Tech guys provided me Cleverbridge ticket and NEWER subscibtion was successfuly canceled and refund received. I checked twice (Cleverbridge sent me PDF for refund) - proper subscribtion was canceled, not my regular one. And almost immediately my Sonar went to Demo alert. I checked serial numbers twice - all are the same. Funny, that few days letter i was chrarged my usual monthly fee for Sonar and Cleberbridge confirmed this payment. So it looks like some sort of bug in system. 

Anderton
I'm sure it will be taken care of. I don't quite understand the problem - do you have a paid for version but also did a monthly payment, or did you do two monthly payments by mistake, or something else? It's not that I can do anything about it, but it always helps to know the exact cause of a problem so others can avoid whatever causes it in the future.

This is a similar situation that got me during the middle of March when I went from monthly to full payment. Involves the same process, Purchase new version and cancel old one with Cleverbridge but for some reason the Cakewalk end doesn't follow through even though we exchanged emails about the subject for over 3 weeks. I'm surprised these glitches are still in the system.