Where is my registration information?
"I sent in my registration, but I did not get anything back, why not?"OK, this is not your typical FAQ. Basically the jist of this message is that we try but there are some mistakes we just cannot fix.
There are two possible answers, we never received it or we received it and processed it but were unable to contact you.
To decide which applies to your payment we need to look in the database. If you want us to look in the database for your payment, please send us as much information as you can such as: your name on the form, the check number, the first 9 digits of the credit card number, the amount, the program(s) you wanted to purchase, how you sent it to us (postal, email, fax), the month and year you sent it, your postal address on the form, your new email address, etc. The check number or credit card number are the best way to find a payment. You can send us this information via email or you can use the handy web form.
We did not send out registration information if ...
- We never received the payment.
- The fax was not readable or was incomplete.
- The email address was not correct and we used what we received.
- The email address was mis-typed.
- They do not have email and they did not pay for a postcard receipt.
- They did pay for a postcard receipt but did not enter a postal address onto the form.
- They entered an address but they want us to guess which country they live in.
- They entered a complete postal address but their post office said it was undeliverable.
- They only provided a fax number (and we don't send faxes).
- Their accounts payable people just sent a check, no form.
- They just sent cash, no name, no email, nothing.
- They sent the form but there was no payment with it.
- They faxed us a photocopy of the cash or check and what were we supposed to do with that?
- They sent the check and the form in separate envelopes expecting us to match them together.
- They paid using a check not in US Dollars (typically French Francs or Canadian Dollars, why is that?)
- They sent us an invoice without a payment attached.
What we try to do when that happens:
We never received the payment.
Email is not 100% reliable. Not much we can do to make email or faxes or postal mail reach us 100% of the time. Contact us and we'll search the database for your check number or credit card number. If the payment is not there, if it is a credit card, just resend the payment form (we have software that prevents us from charging you twice).
The fax was not readable or was incomplete.
If your email address is on the fax, we will let you know to resend. If your fax number is within the range of a free internet fax server we will send you a fax asking you to resend. If we can see the program name we will send the fax to the author of that program. Otherwise we recycle the paper and wait for you to resend the form.
The email address was not correct and we used what we received.
We see a lot of incorrectly formed email addresses. Many of the common mistakes are corrected by our software processing routines. Some less frequent mistakes are corrected by a person when the rouitne knows there is a problem but it does not know how to fix it. Some mistakes even we cannot correct.
The email address was mis-typed.
If your email is Biff6378@aol.com and you tell us it is Biff@aol.com ... or you enter a wrong digit in your niftyserve or compuserve address ... or worst of all you just make up the kind of email address you wish you had ... I am not making this up, it happens.
They do not have email and they did not pay for a postcard receipt.
Frequently if you do not have email and you do provide an address but don't pay for a postcard, if someone happens to notice this, they might manually deduct a $1 from a program price and use that to send you a postcard receipt. Or if you are paying by credit card rather than cash or check, we might just add a $1 to your charge to cover the postcard that you should have purchased wince you did not have email.
They did pay for a postcard receipt but did not enter a postal address onto the form.
If your email address is there, we will send you email asking for your postal address but if we have your correct email then you wouldn't be complaining about having not received your registration information ...
They entered an address but they want us to guess which country they live in.
There are almost 200 countries on this earth and it is kind of important to know which one you live in. USA addresses we can figure out because we are used to seeing the format of those addresses. For other countries, sometimes we can figure it out because we've heard of the city or the postal code looks like it is probably from a specific country but if we guess wrong ...
They entered a complete postal address but their post office said it was undeliverable.
We get an amazing number of postcards returned with what appears to be a message stating that the address is incorrect. Not much we can do about that.
They only provided a fax number (and we don't send faxes).
The typical payment is $10. All of the Kagi expenses for that $10 payment must be paid in the $0.40 that Kagi makes and there is no long distance fax number even in California that we can call that costs less than $0.40 so we do not send faxes. There is a free internet fax server and if your area has a fax server, we will use it to send you a message. Otherwise ...
Their accounts payable people just sent a check, no form.
It's amazing, we get money in the mail with no form attached from a big company with thousands of employees working all over the world. We have no way to know what it is for or who is purchasing it. All we can do is wait for you to get angry at us and to contact us and give us the check number. Only then can we credit the payment to the correct software and get you the information you desire.
They just sent cash, no name, no email, nothing.
Same thing. We get cash in the mail with nothing else attached. Not much we can do but wait.
They sent the form but there was no payment with it.
If the form has your email address on it we will drop you a note explaining that you forgot to include the payment.
They faxed us a photocopy of the cash or check and what were we supposed to do with that?
We send you email if that is possible. I wonder why people send us pictures of the check or even better, of the cash. If only Start Trek Transporters existed!
They sent the check and the form in separate envelopes expecting us to match them together.
We have no way to match a form and a check together when they come separately unless the form includes the check number or the check includes the email address. Otherwise we have to wait for you to complain so that we can get all the info that would tie the two pieces of paper together.
They paid using a check not in US Dollars (typically French Francs or Canadian Dollars, why is that?)
If it's a personal check we destroy it and send you email. If it's a bank check we send it back to you to get a refund. We cannot accept checks in anything other than US Dollars. Why is it that mostly Canadians and the French do this? Are we using words in the instructions that have different meanings in those two cultures?
They sent us an invoice without a payment attached.
We will email back to you asking you to send the payment and the form together.
Modification Date: Thursday, January 23, 1997