Phone support?

J

JaneE

Bit poster
Is phone support possible?
I renewed my subscription and upgraded to 16, but can't use it and I'm teaching an online class tomorrow.
Parallels won't accept my serial number because it's already registered and it won't let me in. I have documentation.
I said yes to the trial but Windows is black and does not work.
 
Hello,
please provide us with the detailed issue description.
Could you provide us with the screenshot of the issue please?
Looking forward to your reply.
 
Hi Maria,

I purchased a subscription to Parallels (v16) last Thursday, as v14 did not work after my upgrade to Catalina. It worked for a few days, then stopped suddenly on Monday night in the middle of a class I am teaching on Zoom. I am using the free 15-day trial to get through this class and have solved the Black Screen issue. This took two hours after I planned to go to sleep, but it's working fine (until the trial runs out).

Here's what I need to solve: I have a two-year subscription and I activated Parallels last week. When it stopped suddenly last night, it would not take my key and said it was already registered. What do I need to do to make Parallels work on my Mac with the subscription and activation key I just purchased?

MacOS Catalina ver 10.15.7
(Retina 5K, 27-inch, 2017)
64 GB 2400 MHz DDR4
Radeon Pro 580 8 GB

A screen shot is uploaded. I redacted my activation key because this is a public forum.

Jane

Parallels 05 copy.png
 
JaneE said:
Hi Maria,

I purchased a subscription to Parallels (v16) last Thursday, as v14 did not work after my upgrade to Catalina. It worked for a few days, then stopped suddenly on Monday night in the middle of a class I am teaching on Zoom. I am using the free 15-day trial to get through this class and have solved the Black Screen issue. This took two hours after I planned to go to sleep, but it's working fine (until the trial runs out).

Here's what I need to solve: I have a two-year subscription and I activated Parallels last week. When it stopped suddenly last night, it would not take my key and said it was already registered. What do I need to do to make Parallels work on my Mac with the subscription and activation key I just purchased?

MacOS Catalina ver 10.15.7
(Retina 5K, 27-inch, 2017)
64 GB 2400 MHz DDR4
Radeon Pro 580 8 GB

A screen shot is uploaded. I redacted my activation key because this is a public forum.

Jane

View attachment 17031
Click to expand...
Hi, could you reply me back via the private message with your license key please?
 
Hello?

Repeating my original question:

Is phone support possible?

I renewed my subscription and upgraded to 16, but can't use it and I'm teaching an online class tomorrow.
Parallels won't accept my serial number because it's already registered and it won't let me in. I have documentation.
I said yes to the trial but Windows is black and does not work.

The website says phone support is available. Is it? Because I'm not sure this chat is working.
 
JaneE said:
Hello?

Repeating my original question:

Is phone support possible?

I renewed my subscription and upgraded to 16, but can't use it and I'm teaching an online class tomorrow.
Parallels won't accept my serial number because it's already registered and it won't let me in. I have documentation.
I said yes to the trial but Windows is black and does not work.

The website says phone support is available. Is it? Because I'm not sure this chat is working.
Click to expand...
Please login into your Parallels Account -> Click on "Support" button under your Parallels Desktop license -> Choose "License and Subscription" tab -> enter your question -> click on request support -> once again (in new opened page) click on "request support" and choose phone Support option.

Please check this KB article for more information.
 
Dear Jane,
thank you for your reply.
I've found only Parallels Access active subscription in your account, it's about the remote access.
Would you like to use Parallels Access or Parallels Desktop?
 
Hello, Jane,
I've received your reply and please check the information below:
Parallels Access provides you with remote access to your computer from any device.
But according to your request it looks like you need Parallels Desktop 16.
In this case I can provide you with the refund for your Parallels Access order and then you will be able to purchase Parallels Desktop 16.
 
JaneE said:
Hello?

Repeating my original question:

Is phone support possible?

I renewed my subscription and upgraded to 16, but can't use it and I'm teaching an online class tomorrow.
Parallels won't accept my serial number because it's already registered and it won't let me in. I have documentation.
I said yes to the trial but Windows is black and does not work.

The website says phone support is available. Is it? Because I'm not sure this chat is working.
Click to expand...
Jane, your Parallels Access order 251689992 has been refunded. You will receive funds during the next 5-7 days.
 
Thank you so very much, Maria! I'll go ahead and purchase the correct program today. You have been very helpful.

I've never been able to install the Creative Cloud app in Parallels, only Microsoft Office. The error message is something about Parallels being a network drive. Do you know what that issue is? If not, I'll take a screen shot later (after morning coffee) and start a new thread.

Cheers,
Jane
 
JaneE said:
Thank you so very much, Maria! I'll go ahead and purchase the correct program today. You have been very helpful.

I've never been able to install the Creative Cloud app in Parallels, only Microsoft Office. The error message is something about Parallels being a network drive. Do you know what that issue is? If not, I'll take a screen shot later (after morning coffee) and start a new thread.

Cheers,
Jane
Click to expand...
Thank you for your reply and provided results.
We are looking forward to your reply and for a screenshot of the issue.
 
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