Right now, the webpage is not ideal, and we’ve had some feedback about that too. More on what will change there below.
The majority of issues we’ve seen have been to do with a missing use case: a team with multiple developers who either wish to not register individually or need to use the license in a disconnected environment. We believe it’s reasonable for personal or individual users to register via an account, but we understand it’s a barrier for some larger teams.
Within the next week, we are adding a new license option to address this scenario. If you are a large company with many developers, or you operate disconnected from the net, you will be able to purchase a network named user license. This is a single license shared by the whole team. Individuals can use it on multiple VMs. No internet connection is required: instead, you run a license server on your internal network, which manages all verification without contacting us.
You’ll be given this license option if you purchase Visual Assist for a team of five or more, or by request to our sales / licensing team.
Running a license server may not be ideal for some teams with strict IT requirements. If your team is unable to use this option, you can always contact our sales or license teams to discuss some other options we can make available.
This retires eSlip licenses (except through licensing support requests) and legacy serial numbers, leaving three license options:
We also expect the speed of license generation to be faster at the same time we introduce this new option. Note our staff don’t work weekends, so if you order on a Friday, you may not get your serial number until Monday. Orders during the week should be next-day or sooner, and we aim to process each one within a few hours.
License support requests are also now handled by a dedicated team with experience with this license technology. That means they are familiar with the issues you may encounter and should be able to speedily resolve them. They have a dedicated email address: licenses@wholetomato.com. (You can email this directly. If you contact normal support, your email will also be forwarded to and handled by the dedicated license team.)
In addition, we are replacing the user account website, with a planned launch date in early July. This is a brand new version of the user account website, built in Ext JS, where you will be able to create an account and view all your registered products and serial numbers. It will be quite minimal, clean, fast, and should be a lot clearer to use than the current website.
In short:
Idera is a developer-focused company. We do listen, and we make changes if needed. We hope the above is easy to understand and use, and the changes we’re making solve your concerns.
Hello,
This new licensing is still a complete nightmare.
Wasting 3 hours of my lifetime.
Confusing number of emails from wholetomato, IDERO, Embarcadero, several connect fails (proxy issues?)
I don’t need more accounts and passwords, I have more than enough.
I have paid for your great product, and I want to use it, not to deal with this extremely end-user unfriendly license system.
Please go back to the very easy and convenient previous licensing which has always works seamless.
Best regards
Hi Thomas,
I’m sorry to hear that. This is the new licensing, as of the past week? Would you mind getting in touch with me via email please? I’d like to find out more info about each email you were sent, what was confusing, and so forth – to fix it. My email is david dot millington @embarcadero.com.
Thankyou!
Hi Thomas – just want to ping here. What you write is not the experience we want you to have. Please do send me an email with more info and I can look into why, and help ensure it doesn’t happen again.
I really did not like the new registration system. I have used visual assist for many years and decided I wanted to buy the newest version. Perhaps I should have renewed my old license instead, but I thought buying a new one would be easier. I was wrong. I did not expect to have to jump through so many hoops. I probably will not buy visual assist again in the future after this. Also, company name is a required field, but this license is for personal use, so I’m not sure what you want there.
I also use visual assist at work, but there we buy the licenses in bulk. Hopefully you didn’t make that process to painful.
Hi Alexis,
I’m sorry to hear that. We should have resolved most of the hoops (I’m aware of one where emails with licenses sometimes are regarded as spam, something we’re working on.) You certainly should not have been required to enter a company name. I checked just now testing a Personal license and didn’t see a prompt for company info, so we need to investigate further to figure out what happened.
Would you email me with more details about it, please? (So we can test following your exact steps.) I can get our sales and website staff to find out what happened. Given the ‘hoops’, you could even forward the entire correspondence or anything else that occurred – we’ll look into all of it. It would be much appreciated – it would help us, to solve the issues, and I hope help you, in that it won’t happen again. My email is david dot millington @embarcadero.com.
Thankyou!
I purchased a VA personal License a week ago. My payment confirmation email says “You will receive your serial number(s) or license file in a separate email from Embarcadero Technologies”. I still haven’t been able to register your product, so I’ve uninstalled it for now.I’m confused about what I should do now. I tried emailing sales@wholetomato.com a few days ago, but still haven’t received a reply. This post seems to say that there’s a different way to get my serial number now, but I’m confused about what I need to do.
I used your product several years ago and liked it much better than your competitor’s offerings. I’m very disappointed with this process and now just wish I had my money back.
Hi Rick – I’m sorry to hear that. I was about to ask you mail me, when I saw the very next email in my inbox after this comment notification was from you
Please rest assured, we’ll get it resolved. My apologies for the trouble.