I paid for the voucher yesterday and still dont see any availabe vouchers

Asked by Mirantis on 2017-02-07

I got a confirmation from Canonical, but dont see any available vouchers to renew my commercial subscription for FUEL.

Please advise.

Thank you.

Question information

Language:
English Edit question
Status:
Solved
For:
Launchpad itself Edit question
Assignee:
William Grant Edit question
Solved by:
Mirantis
Solved:
2017-06-19
Last query:
2017-06-19
Last reply:
2017-06-19

This question was reopened

Colin Watson (cjwatson) said : #1

Can you please make sure that you were logged into the store using the same login.ubuntu.com account as you used to log into Launchpad and check your available vouchers? That's the most likely failure mode, since I don't see any obvious errors in our logs. Failing that, we'll need to investigate further on the shop side.

Mirantis (e-launchpad-t) said : #2

Hi Colin,

yes, it's the same login for sure (<email address hidden> is used). I keep doing this for few years in a row and can see all previous purchases in Ubuntu shop.

Please elaborate.

Thank you.

Mirantis (e-launchpad-t) said : #3

I can provide reference codes from payment transaction if needed, as well as other info required.

Gary Smith (garywlsmith) said : #4

Colin - I can see that the voucher has been created and serial number assigned in the asset section of the Mirantis account and has a status of reserved. Can I suggest that perhaps the issue is the workflow notification?

Mirantis - when you normally receive the voucher what is the "enabler" to redeem voucher, is it the SN ? if so I think we may be able to resolve by supplying you with the necessary SN in advance of replicating the workflow issue. Sincere apologies for this. - Gary

Mirantis (e-launchpad-t) said : #5

Hi Gary,

thank you for the update. Usually I just see available voucher in Launchpad and able to assign it to one of our projects.

In general if we can just get our subscription renewed it totally suits our needs.

Hope it makes sense.

Thank you.

Mirantis (e-launchpad-t) said : #6

Hi, are there any updates? I still have 03/06/2017 as the expiration date for our project's commercial subscription.

Mirantis (e-launchpad-t) said : #7

Hi,

are there any updates? Our bank confirmed credit card transaction. Please comment

Mirantis (e-launchpad-t) said : #8

Hi,

I got in touch with Canonical support and they said that Launchpad team is gonna connect with us regarding this. PLease see below:

""
Thank you for your email.

The Launchpad team have advised me that your order is currently being processed through their system and that someone from the Launchpad team will be in contact with you directly once this is active.

If you require any further assistance please let us know.

Kind regards

Andrew Tate
Canonical Store Customer Service
""

Mirantis (e-launchpad-t) said : #9

Hi,

I got in touch with Canonical support and they said that Launchpad team is gonna connect with us regarding this. PLease see below:

""
Thank you for your email.

The Launchpad team have advised me that your order is currently being processed through their system and that someone from the Launchpad team will be in contact with you directly once this is active.

If you require any further assistance please let us know.

Kind regards

Andrew Tate
Canonical Store Customer Service
""

William Grant (wgrant) said : #10

We're still investigating the issue with your account that's preventing the voucher from showing up. In the meantime, I've manually extended the project's subscription so you're not blocked.

I'll let you know when we've sorted out the problem with your store account.

Mirantis (e-launchpad-t) said : #11

Hi William

thank you for the update. Can you please clarify which project did you extend? I intended to use the voucher for FUEL project.

Did you extend the subscription for one year? Exp. date for FUEL is still in 2017 (not March though).

Thank you

Mirantis (e-launchpad-t) said : #12

Hi, are there any updates?

Mirantis (e-launchpad-t) said : #13

Hi, are there any update?

Exp. date for our projects is 2017-04-06 (I guess it's Apr 6, 2017) and I appreciate this temporary solution. Can you please clarify when and how it can be solved permanently and subscription renewed for a year?

Thank you.

Mirantis (e-launchpad-t) said : #14

Hi, are there any updates? It's almost 2 months since the ticket was opened.

Colin Watson (cjwatson) said : #15

I've figured out the underlying problem (a field value in the backend database changed its name without the client side being updated) and requested a deployment, so it should be fixed soon.

Colin Watson (cjwatson) said : #16

We've deployed the fix and you should see your voucher in Launchpad now. The subscription starts from the moment that the voucher is applied, so you won't have lost any days.

Sorry for taking so long to fix this; it's been about seven years since anyone last touched the backend service in question, and there'd been some loss of institutional knowledge in the meantime!

Mirantis (e-launchpad-t) said : #17

Hi Colin, I confirm that I was able to redeem the voucher successfully.

Thank you.

Mirantis (e-launchpad-t) said : #18

Hi Colin,

today I got an email saying that our subscription will expire 2017-07-17. Can you please check the expiration date in your systems? It's supposed to be 05-05-2018 I believe.

Thank you.

William Grant (wgrant) said : #19

It looks like the voucher you purchased in this ticket was for Fuel, while the project that's expiring now is Mirantis OpenStack. They're two different projects, so they need two different subscriptions.

Mirantis (e-launchpad-t) said : #20

Hi William,

thank you. My apologies for the mess.