Where are the template packs?

I just bought Webstyle and some extra template packs last weekend. Today I get an email saying "The Template packs are now in your account."

I logged in, but my download page has everything but the Webstyle templates. All of my previous Xara purchases-xara3d, xtreme pro, etc are all there, but no templates to download.

I thought that maybe I was supposed to get the templates through the webstyle update feature in the program, but that didn't work either.

Am I missing something? :eek:

Help please!

Thanks in advance.

Doug

Doug on Webstyle's first window the info button (upper right). Click that and it will look for updates and template packs in your account. The first time you do that it may prompt you for your username (or email address) and your password.

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Originally Posted by Soquili

Doug on Webstyle's first window the info button (upper right). Click that and it will look for updates and template packs in your account. The first time you do that it may prompt you for your username (or email address) and your password.

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Thanks, but I have already done all that. I bought Webstyle and the Templates last Friday November 30 around 12:00 PM. I expected to hear nothing over the weekend from Xara about the templates, but this morning I got an email from Barbara at Xara support stating that the templates were now in my account. I tried renewing the browser cache in Firefox, deleting the browser cache in Firefox, I tried IE, I tried Firefox and Konqueror on the KDE desktop in Debian Linux. Nothing-the templates are not to be found.

Can you confirm-should the templates be available for download on the page with my other xara software purchases?

The big trouble is that I am in Vancouver, which is 8 hours behind England . By the time I get up in the morning, xara support has already gone home for dinner.

Thanks any other ideas?

Doug

You cannot use your web browser to down load the templates. They can only be downloaded from within Webstyle itself.

Click on the info/update button within Webstyle which is in the upper right corner of the first Webstyle screen.

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Originally Posted by Soquili

You cannot use your web browser to down load the templates. They can only be downloaded from within Webstyle itself.

Click on the info/update button within Webstyle which is in the upper right corner of the first Webstyle screen.

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Once again, I did try from within Webstyle as you said-nothing, no updates when I pressed the info/update button within Webstyle which is in the upper right corner of the first Webstyle screen.

Any new ideas?

Thanks

Sorry Doug. Using the update button in Webstyle is the only way I know to get the templates.

The Xara Support site has details about how the process works:
http://support.xara.com/index.php?_m...&nav=0,463,471

Quote:

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Originally Posted by Soquili

Sorry Doug. Using the update button in Webstyle is the only way I know to get the templates.

The Xara Support site has details about how the process works:
http://support.xara.com/index.php?_m...&nav=0,463,471

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No problems, Bill. Ya, it's the only way I know of too. The Xara support person didn't help much either-rather vague, no explanation as to how to get them or a link. Not much help.

I suspect that the extra template sets aren't really there, she though they were bu aren't there.:rolleyes:

UPDATE: A week after purchasing Webstyle 4 and Templates, I still have NOT gained access to to them on my download page at Xara. I have been emailing 'Barbara' in xara so called support, but all she does is keep insisting that the templates are in my account page.

Maybe she can see the templates because she is logging in from the server at Xara, but no matter what browser I use or even if I clear the cache, I cannot see or access the Templates!

I have told Barbara this, but her emails are very slow in responding. (And yes, I am very aware of the 8 hour time zone difference!)

The customer support used to be decent at Xara, now it is totally below standard. Barbara seems more interested in insisting that the templates are there rather than telling me how I can access them and get what I payed for. (Webstyle.exe downloaded fine, it is there.)

Does anyone know what Charles Moir's email is? I think it's time to escalate this complaint up the ladder.

Quote:

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Originally Posted by Doug

I just bought Webstyle and some extra template packs last weekend. Today I get an email saying "The Template packs are now in your account."

I logged in, but my download page has everything but the Webstyle templates. All of my previous Xara purchases-xara3d, xtreme pro, etc are all there, but no templates to download.

I thought that maybe I was supposed to get the templates through the webstyle update feature in the program, but that didn't work either.

Am I missing something? :eek:

Help please!

Thanks in advance.

Doug

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Don't know his e-mail, but you can PM him through the control panel. That should get to him.

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Originally Posted by ss-kalm

Don't know his e-mail, but you can PM him through the control panel. That should get to him.

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Thanks, I just did that. British Columbia says thanks Ontario! ;-)

Cheers

HI Doug, we have sent you an email to try and assist you with this query.

Many thanks
Customer Support

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Originally Posted by Xara Support

HI Doug, we have sent you an email to try and assist you with this query.

Many thanks
Customer Support

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Got it, thanks, downloading right now. I'll email you with details.

That didn't seem too difficult. Couldn't that have been done that earlier, and saved all the angst.

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Originally Posted by ss-kalm

That didn't seem too difficult. Couldn't that have been done that earlier, and saved all the angst.

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That's what I asked Xara. The person that I was mainly dealing with-Barbara-was not helpful at all. Just kept telling me that the templates were 'there'. No help to tell me how to get them, no instructions, nothing. No help at all.

Then today after writing yet another email to Xara about what had happened, a very helpful person named Bhavesh sent me an email compleat with screenshot and detailed instructions on how to get the extra templates.

Here are the instructions on how to get the extra templates if you purchase them:

************************************************** ******

I understand you are having difficulties with retrieving your Webstyle template packs and would like to assist you.

I can confirm the account (email address) contains Webstyle 4 and template packs 1-5. You should therefore have access to all the templates currently available.

Can you initially start Webstyle and click on the Webstyle 4 logo on the top left side of the program (above the start button) This will cause a system menu to be displayed. Select the option labelled ‘Don’t connect automatically’

Following this, please select any of the graphical types such as Navbars & Menus.

Are there any thumbnails being played with a $ symbol as shown in the screen shot below? If yes, then please click on any of the thumbnails displaying a $ symbol and click on the continue button from the resulting alert window.

Enter your member name (email account) and associated password within the ‘connect to xara’ window and click on the button labelled ‘Connect’

A new window will open directing you to the Webstyle Purchase page. Click on the back button. This will invoke the Webstyle update process causing all the available templates to be retrieved and installed.

Thanks Doug, let us know if you encounter any further problems.

Kindest regards

Bhavesh

Xara Group Ltd

************************************************** ****

This procedure is obviously completely non-standard for getting downloadable software, but Bhavesh's clear instructions had me downloading all the templates after reading through the instructions once.

Now THAT is what I call good customer support and what should have been done from the start instead of wasting a week dealing with the other person that I first dealt with and meantioned elsewhere.

Thanks Bhavesh, your help is very much appreciated.

Cheers

Doug

I'm glad to hear that you got that all sorted out Doug.