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By yancowles - 9 Years Ago
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Hi,
Anyone from RL on here?
Turns out that despite the software and model being paid for, it appears I'm disqualified from using a legitmate purchase because the accounts are different.
Is there a way round this?
Have sent message to support but need to resolve this ASAP.
ta
Yan
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By Pete_RL - 9 Years Ago
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Dear Yan
For content packs to work they must be registered to the same account as the copy of iClone (or other program) you are using.
If iClone and the content packs are registered to different accounts we will need to merge the accounts together. If you have contacted Support they should be able to do this for you. Do be sure to let them know the account usernames so they can merge them.
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By wires - 9 Years Ago
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Deleted. The Forum Admin was quicker.:)
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By yancowles - 9 Years Ago
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Ah, I see.
Merging accounts isn't an option. Will I be able to get a refund and get my client to repurchase?
Thanks
Yan
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By Pete_RL - 9 Years Ago
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yancowles (5/4/2017)
Ah, I see.
Merging accounts isn't an option. Will I be able to get a refund and get my client to repurchase?
Thanks
Yan
If the content came from the Content Store then you can certainly get a refund. If the content came from the Marketplace, then unfortunately a refund won't be possible as the Marketplace operates a strict no refund policy. This is because your payment of points goes directly to the individual vendor and not to Reallusion.
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By yancowles - 9 Years Ago
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Oh, damn, it came from marketplace.
For the record, what's the issue with purchasing content for different accounts i.e. why should there be a problem with this if all the software and models are legit?
ta
yan
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By Pete_RL - 9 Years Ago
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yancowles (5/5/2017)
Oh, damn, it came from marketplace.
For the record, what's the issue with purchasing content for different accounts i.e. why should there be a problem with this if all the software and models are legit?
ta
yan
Dear Yan
All content from the Content Store or Marketplace is DRM protected which directly links it to your iClone serial number. This is to stop the illegal sharing of content. This unfortunately means that you can't have iClone content registered to one account and iClone to another.
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By yancowles - 9 Years Ago
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But in this instance, it's totally legit isn't it?
y
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By info_787665 - 5 Years Ago
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Hi! I have the same problem, could someone help me to merge 2 acounts in one? Thanks!
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By Peter (RL) - 5 Years Ago
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info_787665 (9/27/2021)
Hi! I have the same problem, could someone help me to merge 2 acounts in one? Thanks!
Please contact Customer Support using the link below.
https://www.reallusion.com/CustomerSupport/UserEx/QForm.html
They will be able to merge the accounts for you. Do remember to let them know both account email addresses and make clear which one you want to use for your main account going forward.
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