Email / Password combination not recognised can't activate Ai (fed up!)
Answered
I have spent far too long messing about trying to activate Ai as it fails to recognise the email/password combination. I have reset the password several times. Uninstalled and rebooted several times. Downloaded several ties (including the direct link). Thoroughly fed up and unimpressed. This needs to work else please refund. While I'm here I see there's only 1 seat while everything else (I have historically bought many Skylum products) has 5 seats. I have more than one machine (laptop etc.) for my personal use and this doesn't seem right. Given up with this now. Help needed please.
-
I agree with you - worst is there is horrible support - seems only one person in support
there is lots of us having this problem
we can all login to website - so nothing wrong with our email and password combo -
I bet there is another server that handles the app doing activation check - and it is down
-
they should post on website that this is a problem now so customers know and post when issue fixed
seems server started working for some and they got activated - but down again
-
True - amazing that Adobe he just now introducing IA. - Portrait Pro and Portrait Body and others have been doing it for years and a small company like Skylum is ahead of the Giant - Adobe
I don't see I will be using Luminar AI any time soon - can't get software to activate - and does not seem anyone is replying from Skylum -
very unprofessional
I have gotten lots of emails from Skylum since I bought the software - pushing their other products -
at the same time no reply on support forum
-
Same... Not able to see that I purchased Luminar AI in my account, so uploaded a receipt. I tried to activate after installing and it's not taking my username/password combination. Tried resetting password (multiple times) and never receive an email to reset. (Yes, I've checked junk/spam/trash). Very frustrated!
-
I have requested a refund, not willing to pay for something that doesn't work or to fund live testing. There are now good alternatives (and some actually have sky replacement as advertised). I know, it's the interweb etc. but it's their job and they are paid to do it. Not a happy customer :) some degree of contact would have helped here, deafening silence not so much.
-
Hello Julian. Could you please also specify what method have you used while creating the account? Have you created it with your email address, Facebook, Google, or Apple?
-
Wait, are you saying a NEW account needs to be created separately and specifically for Ai?
There are two options at the Ai log in, I have been entering my existing Skylum login email address and password then pressing 'Sign In' and assumed I was already 'Registered'? Please can you clarify?
I have an account with Skylum that shows the SEVEN products I have purchased from you over the years, each of which has five 'seats' rather than the single one that comes with Ai.
I log in to Skylum using my email address and the latest password (that I have managed to change several times in the past couple of days by pressing the password 'Forgot?' button on Ai login).
Btw I cannot change my password within the Skylum site but have to use the external 'reset password' from the Ai log in. The Skylum site won't recognise my current password within my profile page although I am logged in to it.
Hope you are following this, it's why I get a bit frustrated, nothing personal :)
I tried logging in with all of the Socials you mention, all rejected as 'name/password mismatch' same as Skylum email/password combination.
I have deleted, cleaned, downloaded and re-installed three times. I have downloaded and installed the dmg file separately from the alternative link provided.
My password etc. are updated and saved in Keychain and I double checked everything there. Nothing has worked, I cannot use the software.
Hope this helps and we look forward to receiving your kind solution by return.
-
I got it into iPhoto some how.. and only can use the trial.. I bought it again thinking it some how didn't get my order the first time and now still cant get a verification code.. guess I have 2 trials now... (Didn't remember it was MindSpring and not Skylum so that is why I have a second ...sigh... )
-
Hi Darius!
Please confirm that I understood you correctly, you are trying to activate Luminar AI? As far as I can see, you created your Skylum account with your linked Google account, which means that in this activation window, you need to click on the Google button, please see the screenshot: https://prnt.sc/26e9c70. -
Hi Darius!
Please clarify whether you tried the following:
- In the Finder, locate the app you want to open. Don’t use Launchpad to do this. Launchpad doesn’t allow you to access the shortcut menu.
- Control-click the app icon (hold Control and click with left mouse button), then choose Open from the shortcut menu > Click Open.
- The app is saved as an exception to your security settings, and you can open it in the future by double-clicking it just as you can any registered app.
Note: You can also grant an exception for a blocked app by clicking the “Open Anyway” button in the General pane of Security & Privacy preferences. This button is available for about an hour after you try to open the app.
Please let me know how it works for you.
-
Now it works,
Looks like manually resetting the password (for Skylum login) does the trick. Remember to logout from the website completely, otherwise the "reset password link" does seem to work as one might think.
The Google-login works fine for the website, but not in the software.
The manually assigned password allows to login from the software.
-J
-
Hi Juhana,
Glad to hear you've found the workaround.
As far as the error with the Google log-in is concerned, it's a known issue that we expect to address in the upcoming updates. Meanwhile, if you'd like to keep logging in with Google, you can try turning on Google's 2-step authentication https://www.google.com/landing/2step/ for your account with them. If you have it turned on, please try disabling and re-enabling it.
-
Hi Mark,
Sure. All purchasers of Luminar Neo can download the Early Access version before the official release.
Please find the instructions on how to get it below:
https://media.macphun.com/uploads/uploads/LuminarNeo_EarlyAccess_Instructions/EN_LuminarNeo_EarlyAccess_Insrtuctions.pdf
Moreover, please make sure to check this blog post out to find out what's included and what's missing in the Early Access version: https://skylum.com/blog/luminar-neo-early-accessIf the software isn't listed in your account, don't hesitate to get in touch with us at https://skylum.com/support
Kindly make sure to attach your purchase receipt to the support request.
Please sign in to leave a comment.
Comments
22 comments