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jiltoa
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Date Joined Apr 2007
Total Posts : 7
  		   Posted 7/6/2009 8:22 PM (GMT -5)    Quote This PostAlert An Admin About This Post.
My subscription was renewed in April then everytime I started my computer Smart Music would open and request that I activate my subscription. Then one day it said I'd activated my subscription too many times and now it won't work at all. I followed the link to customer support but it won't open. I'm really fed up when I've paid for a subscription that I can't use. Can someone please help?

Susan
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Jim Jolley
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Date Joined Jul 2003
Total Posts : 610
  		   Posted 7/7/2009 9:20 PM (GMT -5)    Quote This PostAlert An Admin About This Post.
If you can get to another computer, go to smartmusic and find the phone number to technical support and call them. Had to do this once and the problem was solved in 10 minutes.

Jim Jolley - Band Director www.chbands.com

Finale 2006c, 2008a, 2009b - Smartmusic 11 - Garritan CoMB - Vista

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Trombonamaphone
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Total Posts : 35
  		   Posted 7/8/2009 8:13 AM (GMT -5)    Quote This PostAlert An Admin About This Post.
jitoa,

Are you saying that the name of your subscription does not appear in the list of subscriptions you can activate? If so, the only way to get that solved is a call or email to Customer Support, as Jim mentioned.

As for the original problem, it sounds like the activation isn't sticking. If you are using Windows Vista, you will need to right-click on the SM 11 icon and choose "Run as Administrator" then click Continue to the security message. SM will then have permission from Vista to write the subscription data onto the computer.

Hope that helps,

 
Trombonamaphone
 
 

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jiltoa
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Date Joined Apr 2007
Total Posts : 7
  		   Posted 7/12/2009 7:32 PM (GMT -5)    Quote This PostAlert An Admin About This Post.
Thank you both. I'm on a Mac running the latest OS. I live in Australia so calling customer support isn't an option. I will email them and see what happens.
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jiltoa
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Date Joined Apr 2007
Total Posts : 7
  		   Posted 7/13/2009 7:21 PM (GMT -5)    Quote This PostAlert An Admin About This Post.
This is driving me insane. I cannot access the customer support through my computer. The page won't load and I've been trying for weeks. I have to get up before dawn to phone the USA. I have paid for a subscription and I cannot use the program. Why can't there be a simple email address to use for contact????? Instead of this annoying circuit that doesn't work. Clicking on My Account sends me to an error page that helpfully tells me to contact support. I click on that and it won't load!!!!!!! Can somebody please help from Smart Music? Please?
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Trombonamaphone
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Date Joined Sep 2008
Total Posts : 35
  		   Posted 7/14/2009 8:16 AM (GMT -5)    Quote This PostAlert An Admin About This Post.
jiltoa,

Are you trying to access support through the SmartMusic application, or directly through the SmartMusic website? If the former, I would suggest that you try submitting a support case through the website. Follow this link: http://smartmusic.custhelp.com/app/ Then click on Submit a Support Case on the left side of the page. I have also had some issues accessing the support links directly in the application.

If you have already tried submitting a case via the website, then calling support is the best option.

I hope that helps,

 
Trombonamaphone
 
 

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