So I purchased Ad-Aware SE Plus and Reg-Hance through element5 back in 2004. I have my login info, reference number, a 6-digit number that i have no idea what to do with, etc but no serial number (at least I don't think I do ). I never signed up at the Lavasoft Support Center and now it seems the only way I can register as a new user is with a serial number of a box copy of '07? I can't even email Lavasoft without logging in! Which is why I've been forced to beg for help here. I'd like to update my copy of SE Plus purchased online to Ad-Aware 2007 before the end of the year (for obvious reasons). Please lead me in the right direction....

Hi joshb159,


Sounds like your element5 purchase data - FYI: there was no Serial number registration for AAW SE Plus.

Please see my post in this Topic: Adaware 2007 Pro License

That gives details on how to access your online purchase account with element5 and directions on how to contact Support (for Licensed users) from there.

Regards,

Spike

Spike,
Now I'm slightly confused... Am I eligible for a free upgrade to AAW '07? It's starting to sound like I'm not since what I bought it not serialized. From what I've read on Lavasoft's site, I am eligible. I am also assuming I can get the free upgrade since I've actually paid for a previous version and am not running a shareware copy. Is this true? And since element5 is only Lavasoft's e-tailer why would they be involved with the upgrade process? Let's make this as simple as possible. I've explained what I have purchased and when (and have an online recipt), what I want to do (upgrade), and the information I have (again the recipt). How do I get an upgraded copy of this program before I am no longer able to recieve definition files? Thank you for taking time to help me on this issue.

Hi joshb159,


Not my intention at all

The reason that I mentioned element5, the LS e-tailer, is because of your reference above to a six-digit number - could be your original purchase reference number through element5, thats all. As posted above, once logged into your purchase account all of your details (including your purchase receipt) will be available, together with a direct email link to Lavasoft Support, who can help you with upgrading to AAW 2007 Plus.

To log in to the Support Center all you need is the email address used, and the password created, during the purchase process - if your email address has changed, use the "New Email Address" link here

Those who purchased a licensed version of Ad-Aware SE are entitled to get free updates to new builds - that applied to new builds of Ad-Aware SE only. Ad-Aware 2007 is an entirely new product built from scratch, not an update to the existing Ad-Aware SE technology. Therefore, the only way to get a "free upgrade" is if you had kept your annual subscription fees paid up-to-date. That being the case, once you are able to access the Support Center, you may download your copy of the new AAW 2007, whose license will continue to run for the duration of the existing annual fee.

If you bought before the annual subscription was introduced (some time in 2004, I believe - not sure of the date) and were of the opinion that you have a right to "free updates/upgrades for life", you may be given a free 12 month subscription to AAW 2007 Plus (some users have reported this, given at the discretion of the Support staff). Thereafter, you would need to renew your license subscription annually.

I hope that this is not all too confusing for you. To make it easier, I will send you a PM with the address for contacting (licensed) Paid Support, to help you along.

Should you have any more questions, please post back.

Regards,

Spike

Hi Spike,

I happen to fall under this category (lifetime upgrades...) since I purchased my copy of Adware SE Pro via Elements and have followed your multiple threads on the following the CONTACT info on the Elements page as well.


Can you grant me the "extended" offer of the 12 additional months of Adware 2007 and I'll be more than happy to continue with a PAID annual subscription for the 2008. You can PM me and I'll supply all of my 2003 elements invoice to you.


Thank you for your assistance.


-Alex

Hi Alex,


I wish it were that simple - unfortunately, I am only a forum volunteer with no access to private license data.

Please see this post by Oldjim, referring to an email from Support on that particular subject: http://www.lavasoftsupport.com/index.php?s...ost&p=50141



I can only suggest that you log in to Support, give them your purchase details and point them to that exact reference - they are the only ones who are in a position to assist you with your request.

Regards,

Spike

Hi Spike,

Sorry, I mistook you for an Employee moderator!!! I've already contacted them via email already hopefully someone will get back to me soon!

-Alex

Hi Alex,


In my dreams ... this is all in my own free time

Please post back with how you get on - the thread that I directed you to was composed in the early days of transition to AAW 2007.

Should you receive a different reply, it would assist me in helping others in your position as of now.

Regards,

Spike

A. I have been trying to log into the support center for several days now -- I keep getting an error message saying We couldn't find your e-mail in our customer register. Please check spelling and try again.

B. What if you didn't have a purchased version of Ad-Aware SE? I assumed that if you had a free version you could upgrade to the Ad-Aware Free 2007version but perhaps that's incorrect.

C. I'd post about this in the regular support forum but for some reason it won't let me.


Thanks for your help!

DB

IOnlyGet5

I have answered your question you posted here:
http://www.lavasoftsupport.com/index.php?showtopic=13787

I'm reading this thread thinking that I'm having much the same problem.

My license is also from '04 via Element 5 and I have the original order number, etc. I have the same e-mail address as I did at purchase time and I have the password they sent me for my account on a previous upgrade, but I can't access anything. And, of course, there is no way to phone them from the US.

I can't log in, because they don't have my e-mail on file.
I can't get my password because they don't have my e-mail on file.
I tried to change the e-mail address, but they don't have the original one and don't recognize the order number.

Happily, once I followed enough of the side threads to find the link to Element 5's site, I found that all the log-in info I thought I had for LavaSoft is really for Element 5. There I found all my purchase info and realized that my original "subscription" has certainly expired by now.

It appears that what I really need to do is buy the 2007 version. I don't mind that, all things considered. What I mind is that, in all the correspondence that I have, nowhere does it say that I needed to buy subscriptions to keep my product current. Not on the original order, not in any separate e-mails, not in the correspondence from an earlier upgrade where I also had problems figuring out how to get the upgrade.

One thing that LavaSoft is clearly missing is communication. Every place I've read about the upgrades, it says that current users of the paid versions get the upgrade free. What it should say is that users of the paid versions with current subscriptions get the upgrades free.

Unfortunately, according to the reviews I've just read, another thing they appear to be missing is reliability. At least two reliable reviews with testing found that AdAware 2007 was not catching rootkits and Trojans: http://www.pcmag.com/article2/0,2704,2155541,00.asp
http://www.pcworld.com/article/136197-1/article.html

All things considered, perhaps I'll wait a bit to upgrade.

However, thanks so very much to spike-nz for all the time taken to write up how to get through the maze of problems in trying to log-on to get an upgrade. LavaSoft owes you big time for taking over what should be the duties of their Customer Service department. (I can't help but wonder if there is something in the Swedish mentality that doesn't "get" the idea of customer service. My very pricey electronic sewing machine is a Husqvarna Viking, also Swedish, and their customer service and consumer communication is also abysmal.)