Upgrade for International Version

[mkuron]

Does the $39/$49 upgrade price and the free-upgrade-if-purchased-after-May-1st also apply for international customers (I bought my German copy from Avanquest)?
If yes, how do I claim my free upgrade (got my copy on May 8th) - I guess I'll have to wait till Avanquest upgrades their version to 3.0.

[marcelbeemster]

My original retail copy of parallels has a "UK" mark on it. I forgot about it, ordered the $39 discount and tried installing 3.0 just last night: no luck. After entering the upgrade key it wants the original key and rejects that. Does not say why. So hoping for the international version soon (I have not seen any indication at all that there is such a thing) and hope that it will accept my discount-upgrade key (which might as well be US-only). Interestingly, with the upgrade key I was promised an email when 3.0 would be ready. I have not received that email yet so perhaps they figured out from my registered UK key that I am international.

[Tobsen]

Thanks!

I was about to order the Update too. I have the German version. Why can't they tell us this on the order page?

I do not undestand why we international users can't use betas etc. :mad:

[AndyB]

Eek - I havent yet installed v3 (backing up lots of stuff first) but I also have a uk ver 2.5 key, and have purchased the $39 upgrade, does this mean my new key is going to be the same.. i.e. it wont work as my original key is a uk one. (is there a means of swapping the key, or just doing away with the regional keys?)

[Joanna Carter]

I too have not been able to upgrade my UK version but, what has happened, is that the VMs have now been upgraded!!

I am now unable to work until this has been resolved. Can I send an invoice for my daily rate to Parallels ?:p

[Ankou]

Generally, localized versions become available shortly after the US version GA release. As soon as your localized version becomes available you can download it by choosing Check for Updates from the Help menu on the Parallels Desktop menubar. It will download all minor updates available for your version of Parallels Desktop and inform you about the major updates available.
Our local partners are dealing with distributing the localized Parallels Desktop keys, please be patient and wait for the announcement from them.

[dicky]

I do not really understand that reply - if you offer upgrades in UK pounds, aware that many people will have purchased v.2 in store - then why will their old keys not work? If the upgrade does not work for international purchasers, you should not be offering it.
And if you have already upgraded - then how is the fact that the "localisation partners" will offer updates going to help? How will we know when international flavours are available and will I then have to download another version? Will it work with both codes? Why can we not either exchange our original codes for ones that work, or can you not work out a way of getting the programs you have sold to work....

[OllyW]

Generally, localized versions become available shortly after the US version GA release. As soon as your localized version becomes available you can download it by choosing Check for Updates from the Help menu on the Parallels Desktop menubar. It will download all minor updates available for your version of Parallels Desktop and inform you about the major updates available.
Our local partners are dealing with distributing the localized Parallels Desktop keys, please be patient and wait for the announcement from them.


What do you do if you have already upgraded the UK version of Parallels using the US version?

I am having similar problems to others on here, I installed the software released last night but I'm now stuck in limbo with it refusing to accept my original activation key. How can I check for updates, if the software is unusable?

There is no warning on your download page that it is only for US users. Do you not think it would be sensible to give your customers this information, it can't be that hard to place a warning on a web page?

[AndyB]

So we have to wait for an announcement from some european company who has no idea that I exist as I bought a boxed product?

Are our details passed on to this company? as I bought the upgrade when it was on offer and my address was recorded as being in the UK and I paid in GBP.

Is there anyway we can swap our localized keys for US ones ?(where we frequent the forums, read the news, and short of our original purchase have now purchased items with yourselves.)

I for one really am wishing I never bought the boxed product and just ordered online in the first instance.

[OllyW]

So we have to wait for an announcement from some european company who has no idea that I exist as I bought a boxed product?

Are our details passed on to this company? as I bought the upgrade when it was on offer and my address was recorded as being in the UK and I paid in GBP.

Is there anyway we can swap our localized keys for US ones ?(where we frequent the forums, read the news, and short of our original purchase have now purchased items with yourselves.)

I for one really am wishing I never bought the boxed product and just ordered online in the first instance.


UK users who have purchased the boxed version and the 3.0 upgrade read this reply from Avanquest, the UK distributors of Parallels



Dear Sir

What you will need to-do is to contact Parallels at support@parallels.com, you will need to request a refund from them for the version 3.0 of Parallels Desktop.

The reason for this is the US version of Parallels Desktop won't accepoted the UK activation key, then you can reinstall Parallels Desktop 2.x.

NOTE: the created VM can't be used with version 2.0, when you installed version 3.0 it has altered the virtual machine so if you reinstall Parallels Desktop 2.0 you can't open that virtual machine but I would still keep the virtual machine for when version three arrives here in the UK.

This means that you will need to wait for the UK version of Parallels to arrive, if you open Parallels and goto help and check for updates in a few days time you should get a popup box telling you how to upgrade to the latest UK version of the software.

This will be the same version that is on the Parallels website but will work with your UK activation key.

Robert Stewart
Technical Support

East Way, The Software Centre
Lee Mill Industrial Estate
Plymouth
Devon, PL21 9GE

rstewart@avanquest.co.uk


I am not a happy bunny :mad:

[Ankou]

Hello, refusing
The UK version of Parallels coming soon (in a few days), but now try to use Trial key from www.parallels.com

[AndyB]

I like the way when emailing support@parallels.com as suggested by their distributor you get an automated email advising you that they dont provide direct email support:

Thank you for contacting Parallels Support!
Unfortunately we provide email support for the issues submitted to us through the request form on our website only.

[eddyk]

I just bought the upgrade, the upgrade key has been accepted and of course my (european) activation key has been refused...
I have sent this letter to Diana (see sticky "Activation Key Problems") at order-support@parallels.com:

"
I just bought the upgrade for Parallels Desktop for Mac version 3.0.

My order has been accepted and I received communications from notification-eng@element5.com and theLicense Key for "Parallels Desktop 3.0 for Mac Upgrade". Also my credit card (Diners Club) has been debited.
Attached is an Invoice in euro currency from "Digital River GMBH of Germany".

So everything seems OK. But...

Trying to install the upgrade, I was able to enter the License key for the upgrade.
Then the software asked me the activation key for the PREVIOUs version of Parallels desktop.

It is considered as an Invalid activation key !

My initial copy of Parallels Desktop was a boxed set bought from the Belgian Apple store and it has worked with this very same activation key.

What do I do now?

Thanks for a very soon reply as I am stucked by now.
"

[OllyW]

Parallels support agreed the only option is for them to refund my money.

Now they have realised they are unable to arrange refunds :D :D :D

I am trying to get a refund from element 5.......


This is not how a professional company should be run

[OllyW]

I like the way when emailing support@parallels.com as suggested by their distributor you get an automated email advising you that they dont provide direct email support:

Thank you for contacting Parallels Support!
Unfortunately we provide email support for the issues submitted to us through the request form on our website only.

Andy, try order-support@parallels.com

[eddyk]

Hello, refusing
The UK version of Parallels coming soon (in a few days), but now try to use Trial key from www.parallels.com


This doesn't work as a "previous" copy activation key.
Had to restart parallels and enter then Trial key alone.

This activation scheme different for UK versions and US versions is not very clever seems to me.

[stuartf]

I have the same problem with the Upgrade key and a UK version of 2.5.

I contacted order support and included both keys in my email. I received the following standard reply:


Parallels Desktop 3.0 is a major upgrade for Parallels Desktop and it
will work with the new 3.0 activation key that comes as separate
purchase, either full version or upgrade version that is available for
the owners of the previous Parallels Desktop versions. You can order
Parallels Desktop 3.0 US version online on our website
http://www.parallels.com or purchase at the nearest retail store when as
soon as it is shipped.
If you have ordered Parallels Desktop 3.0 key already and you are
experiencing problems with activating the product, please send us your
key for verification.

My standard message to parallels support - Thank you for not bothering to read my email!!!!

Support of this low quality does not reflect well for the product future.

Stuart

[OllyW]

I have the same problem with the Upgrade key and a UK version of 2.5.

I contacted order support and included both keys in my email. I received the following standard reply:


Parallels Desktop 3.0 is a major upgrade for Parallels Desktop and it
will work with the new 3.0 activation key that comes as separate
purchase, either full version or upgrade version that is available for
the owners of the previous Parallels Desktop versions. You can order
Parallels Desktop 3.0 US version online on our website
http://www.parallels.com or purchase at the nearest retail store when as
soon as it is shipped.
If you have ordered Parallels Desktop 3.0 key already and you are
experiencing problems with activating the product, please send us your
key for verification.

My standard message to parallels support - Thank you for not bothering to read my email!!!!

Support of this low quality does not reflect well for the product future.

Stuart

Stuart, try order-support@parallels.com

I can't complain about the response from both the UK and US support staff, they have tried to help solve the mess. I think it is the way the software is sold that is the problem.

The company does not seem to be organised at all, it is selling the wrong version of the upgrade to customers who will not be able to use it. When you purchase the upgrade you have to give your full address including the country and it even takes the payment in your own currency, so there is no excuse for them not knowing that you are not from the USA.

[stuartf]

Stuart, try order-support@parallels.com



That was the response from order-support@parallels.com by email

and I also got the exact same non-answer from the Web Support form

Stuart

[stuartf]

Hello, refusing
The UK version of Parallels coming soon (in a few days), but now try to use Trial key from www.parallels.com


That's all very well but the concept of having a separate UK version is just laughable. What exactly is customised for the UK market!!! The manual even contains US English spelling!

Use of a trial key is fine but if Parallels fail to deliver the UK version in time we end up with unusable virtualisation software in 15 days. (Note there is no Z in the UK spelling of virtualisation!)

There was never a direct download for the UK version before so just how will we know where/when to get it?

When I purchased the boxed product from Apple Store UK there was no prior indication that it was a Avanquest supplied product and that it was UK specific

When purchasing the upgrade the on-line process accepted my non-US address and fulfilled the order in Euros with added TAX.

This is just lame. Parallels screwed up this upgrade process big time and should just come clean and admit it. Especially if they want any future business from existing customers outside of the USA

Stuart

[guydavies]

I have to agree. This is a screwup of major proportions. I have also got a temporary key that is keeping me running after I upgraded from the previous betas. I tried installing the key supplied by element 5 (and paid for in £ sterling) and it rejected my old Avanquest supplied 2.x key.

I have sent emails to order-support but nothing except the automated reply.

I've also PMed Diana based on the post referenced early on in this thread but as yet no reply. There is *no* justification for the region specific keys. If people outside the US are forced to wait for their local version (not much localisation going on though) they are denied the early adopters' price.

I'm more fortunate than many of the (very vocal) people on this forum in that my installation is working really well. I went through the pain during the beta ;-) I'm happy with the product, I just need the key and going for a refund via element 5 then paying an inflated price through Avanquest is not a solution I'm going to accept.

Guy

[OllyW]

That was the response from order-support@parallels.com by email

and I also got the exact same non-answer from the Web Support form

Stuart

Sorry to hear that, I must have been lucky. I did send my first email at 1:05am, I was probably top of the pile.

I imagine it is a very big pile now :D

[timadlr]

I have to say there is no other tool that I know of, which more consequently ruins the Mac-experience than this stupid European-localization. After having experienced this stupidity (after all they don't even bother to explain to us WHY there are different version) I though that they might have learned from the experience. A load of users already complained in the 2.5 beta and RC days.

When the discount option was available there was no doubt I was going to buy it. But if you again get f**ked as a legally paying user like this, you'd seriously have to consider stop buying.

[OllyW]

If you are at the same situation as me and require a refund for the useless upgrade you have been sold you need to cancel your order at element5. There is a link to follow on the email sent when you purchased the upgrade under the heading Your order data:

You need to log on with the details you registered with when you purchased the upgrade. There is an option to cancel the order, even though payment has been completed.

I have only received an automated response so far, I'll report back if I see any real progress.

[samtoon]

I just received an email from order-support@parallels.com that says this

"Your old version is UK, you should wait for a little for release of UK
version that accept US keys, meanwhile use trial"

I replied asking when this version will be available and got the following reply

"I suppose tomorrow ))"

Make of that whatever you want! Does this mean the new version will be available tomorrow?

I agree with the earlier posts that that should have made it clear that the upgrade they were selling would only work with keys from previous US versions. I didn't even know that the activation keys were different for the US and international versions.

Sam

[OllyW]

I just received an email from order-support@parallels.com that says this

"Your old version is UK, you should wait for a little for release of UK
version that accept US keys, meanwhile use trial"

I replied asking when this version will be available and got the following reply

"I suppose tomorrow ))"

Make of that whatever you want! Does this mean the new version will be available tomorrow?

I agree with the earlier posts that that should have made it clear that the upgrade they were selling would only work with keys from previous US versions. I didn't even know that the activation keys were different for the US and international versions.

Sam


They have told me there is no way you can update a UK version with a US key.

I think they are just making it up as they go along.

[pogo]

Same shoddy treatment here... I'm fuming - these rip-off merchants have nicked my £27.52 as far as I'm concerned. Even Microsoft don't sell you a *totally* non-working product!!!

Do Parallels really think they can get away with this?

I wonder if it's worthwhile kicking up a fuss on the net at large? Slashdot, BBC & Guardian tech blogs etc? Grumbles on resellers like amazon.co.uk?

[timadlr]

Well, perhaps they are planning a UK-version that will accept the US uprade key for upgrading the 2.5 UK version to the 3.0 UK version. At least that is what they need to make us buyers somewhat happy.

BUT AT LEAST THEY COULD TELL US, WHAT THEY ARE DOING. CUSTOMERS DON'T WANT TO WAIT IN THE DARK GUYS. WE CAN EASILY SWITCH TO VMWARE!

[eddyk]

As mentioned elsewhere, I was not able to update my UK Parallels 2.5 version with the update key bought on line.
I installed 3.0 (4124) with a trial key and I have the pleasure to note that the new version of Parallels 3.0 (build 4128) now has accepted my upgrade key under "Help" "Activate Product..."

Finally it works (and quite well for that matter).
Very minor glitch: in the info window, version is still 4124

Hope that for the other upgrades, Parallels engineers will stick to this solution.

[eStone]

Why is there absolutly no information or reply from Parallels?? :confused:

I tried it also to activate. And it worked with the upgrade key.
Without entering the old 2.x key.
Before it was not possible.
And no answer on my support request or PN to Parallels team.

But its too late. Some minutes ago, I wrote them (or Elements5) to cancel my upgrade order.
Does anyone tried to cancel it, too?

Fusion seems to be a quite good alternative :rolleyes:
Sometimes, support is the key

Anthony

[timadlr]

Really, I'll have to try that tonight.

After all, this no-info-policy really pisses me of. Thx to eddyk! I personally would never have tried such a thing!

[timadlr]

I just tried this: Doesn't work. Even if I activate with a trial key first and then use the upgrade key. How did you do it? Are you sure, you own a UK version?

[guydavies]

Hi,

I originally had a UK 2.x bought from Avanquest. I had a 3.0 trial. Then I made sure I'd downloaded build 4128 and activated. I was asked for the 3.0 upgrade key, then immediately I was asked for the original 2.x key.

The usual warning to be careful with 1, I, O and 0 applies.

Rgds,

Guy

[timadlr]

So, you installed the 4128 as always, not using any trial key? So after installing you used the 3.0 upgrade key to activate and after that used your 2.5 UK key to verify?

Cause if so, I'd have to try again. How did you remove your 2.5 install?

[eStone]

I had a 2.x UK version from apple store.
The activation with the first US upgrade 3.0 (4124) was not successfull.
Requested a trial key to use the converted image.
Yesterday loaded the 4128 and installed it as an update. No remove of the old version.
Then the activation with the upgrade key worked. Without entering the 2.x key.
Hope, it works for you also!

[mag]

Sounds good.
But, has anyone tried this with a german localized version?
I wonder if this could be UK specific.

[sile007]

@mag

It doesn't work with the german version.

I'm frustrated, my trail key works for 5 days. And i didn't have an answer from parallels!
I payed money for an activation key who doesn't work with the german version. :mad:

What do i have to do? any ideas:confused:

[bmeissner]

I payed money for an activation key who doesn't work with the german version.


Similar situation here. I bought 4 (!) preorder upgrades and didn't see any note, that it wouldn't work with my German version. Invoice from Digital River, Cologne, Germany, paid in Euros. Just to make it complete: I don't even find a German version to download...

Bernd

[hschneider]

I have also several customer requests who have bought an upgrade via parallels.com. Now they have 2 problems:

1. They don't know if their key is valid for the german version. Their paymanent was accepted without any hint.
2. There is currently no legal way here in germany to download a localized trial version in order to register.

The main distributor here (avanquest.de) offers only versions to buy.


You should drop this multiple licensing scheme .. this just generates additional support tickets and chaos ... :-/

-- Harald

[mkuron]

I purchased my German copy (from Avanquest through Unimall (http://www.unimall.de)) of Parallels 2.5 after May 1st.
I sent them an email with a copy of the order confirmation email (that's what their website says to do) on Thursday and still haven't heard anything back from them.