Home > E-Commerce Support > Old order not in the system? My old links aren't active? Your store won't let me login!

Old order not in the system? My old links aren't active? Your store won't let me login!

Has any of this happened to you?
  • My old order isn't in the system
  • My old links aren't active
  • My username and password don't work, I can't get in

The store was upgraded to a new system in May 2012 and the old data has not been imported to the new platform, no customer information or orders were migrated.  

Most orders are able to be confirmed via Paymate receipt details.


How can I get my orders?

If you have your payment details, or your name & email address used, we can confirm your previous order and we can issue you with download links in our new store.  

The process is relatively easy.

  1. Create a store account on our new store
    https://www.irissimulations.com.au/ols/index.php?main_page=create_account

  2. a)  Fill in a support request with your previous order details:
    1)  Name & email used
    2)  Paymate receipt details
    3)  Order number 
    4)  Products ordered
    Important: You must raise the support ticket with your new store email address and name, we need to match your details on the store.

    The more information you can supply the quicker we can verify your prior purchases.
    The Admin team will review your request, confirm your details and raise a manual order for you on the new store.  

    OR
    b)  Place an order in the system using the "Press/Admin/Team Orders" payment option, make sure you include:
    1)  Name & email used
    2)  Paymate receipt details
    3)  Order number 
    4)  Products ordered

    The more information you can supply the quicker we can verify your prior purchases.
    The Admin team will review your order, confirm your details and release the purchase to you, if there are any questions we will raise a support ticket to contact you.

    In both cases it may take up to 48 hours to get back to you.
What if I don't remember any of my information?
We should be able to find you using your name & email address.  If you don't know the email address it makes things more difficult.

Note:  You do not have to be able to access the old address, we can contact you on your new one, we need the old to confirm your order. 

Once the order has gone through:

  • You will receive emails from the store with your order details
  • You will receive a message from the support staff closing your support request (if you raised a support request)
  • You will need to login to your new store account and follow these instructions:
    * https://www.irissimulations.com.au/ols/index.php?main_page=login
    * click "My Account"
    * click "View"  (next to the relevant order)
    * click "download link" (right click & save-as will work as well)

Please note:  In some cases we may need to verify you are you, as such we may ask for your Date of Birth and your Address for confirmation.


Thanks for that!  Oh! You said up to 24-48 hours before you can get back to me?
We ask that our customers have a little patience, we are based in Australia and we do like to sleep at night, we don't always, but we try to.  So, if you're concerned, just check the clock down there on the left and see the date and time here where we are. We try and check-in on the weekend, but we do have a young family that we chill out with on the weekends, that and we need to make sure that the payments have cleared properly from Paymate or PayPal. 


Any further questions?  

Please use the "Submit Ticket" link up there on the right.

~IRIS Admin



 


Updated:  October 11, 2013 - 
Team Lead