Anti-Piracy Solution

[Colen]

I just looked over the query you submitted to technical support. Based on our records, the license you submitted a request for has had two transfers since February this year - it was transferred from a Windows XP computer to a Windows 7 computer in February, and then back to that same Windows XP computer in May. That's why you triggered the manual verification - your license had already been transferred twice within the last 6 months.

Unfortunately regarding your proposed solution, it's both impractical (we don't have a credit card record for all our customers, such as those who purchase a physical copy of Hero Lab in a game store) and against the rules of our credit card processing agreement - credit card processors are not permitted to retain the 3 digit code in any way after the transaction.

Not only that, what happens when you get a new credit card? Now we need a way for someone to update their records when they've already got rid of their old card - based on the number of emails we get from people who have changed their email address and forgotten the old one, this would be very common.

I understand your frustration, but this is just something there just isn't an easy answer to - whichever method we choose to use, there will always be some people who are inconvenienced because of unusual circumstances like this. We're working on reducing our customer support wait times to mitigate this as much as possible, and hope to improve the Hero Lab licensing mechanism to avoid issues like this in the future.

I've authorized your license for early reassignment, so you should be good to go. Please double-check that you're not moving licenses between different computers in future, and you hopefully won't run into this problem again.

Hope this helps!