System will not recognize my password

[lawtalkingdog]

I originally emailed this problem to the tech support address, but had not received an answer

I purchased Hero Lab on Feb. 5. While trying to activate the license the system told me my email address- was not valid. I entered the email address several times exactly as issued by google. In fact it is the same email that appears in the "Your password is:" section of the "Hero Lab License Information" email I got seconds after placing my order.

In late December I had a virus issue and around that time I would get the same message-"not a valid email address" when I tried to fill out on-line applications. That issue has since been resolved and this is in fact a valid email address. You sent both the license information and purchase receipt emails to this same address.

Obviously I can't activate my license as long as the system believes this is not a valid email address. What do I need to do to resolve this issue?

Lawtalkingdog.

 

[Colen]

Hi Lawtalkingdog,

According to our records, our support staff responded to you today. In addition to verifying that you're using the details from their email, please make sure there aren't any spaces (or other non-letter characters) before or after the email address you're entering in Hero Lab. I've just checked and it appears that if you have spaces before or after your email address, Hero Lab will reject it as invalid; that isn't a very helpful behavior, so I'll put that on our list of bugs to address next release.

If you've been copying and pasting the email address from another source, like an email, I've noticed that doing so will often add spaces after the text you copy, so please check that even if you're sure you're not typing any spaces yourself.

If you're sure there are no spaces or other characters in the email, please reply to support with the exact error message you're getting (you can right-click the message to copy it into an email) and we'll do our best to help.

Hope this helps!