Tony C's Avatar

Tony C

15 Jan, 2016 03:28 PM

Hello, your new site is having a problem accepting orders. Your purchasing system is not allowing purchases to be made. I have tried for 30 minutes to buy the desktop version after having used the trial. I have 2 separate browsers and tried to use the signup option in my trial version but when I click the link there to buy it does nothing but try to read and accept data from the site.

I want to purchase but HELP!


  1. Support Staff 1 Posted by Richard Parslow on 15 Jan, 2016 06:22 PM

    Richard Parslow's Avatar

    Hello Tony

    It appears that you have now successfully completed your purchase. Welcome aboard – and thanks for persisting!

    Sorry you had trouble – we are not aware of any similar issue affecting anyone else. To help us to understand exactly what went wrong for you, here are the steps to buy Goalscape:

    1. In the Goalscape Desktop trial software, click Help > Buy Now. Or, if you already have a Free User account for Goalscape Online, sign in and click the 'Subscribe here' link at the top of the screen. See screenshots.

    2. Either way, you should go straight to the Pricing page in your default browser (or you can just go straight to that page!).

    3. Select your product (in this case Goalscape Desktop).

    4. You will see the Buy Desktop portal: if you already have an account (as you did) you can click 'Login' (see screenshot).

    5. You will see the portal login page where you can log in with your existing Goalscape credentials (see screenshot).

    6. That will take you to the Checkout page (see screenshot), where you can complete your purchase.

    Obviously we are very keen to ensure that the problem you encountered does not affect anyone else! So it will be very helpful to us if you can confirm which stage of this process was not working for you and, if possible, a description of what you saw when you said 'it does nothing but try to read and accept data from the site' (and what you meant by 'it').

    Thanks for your patience and understanding here.


  2. 2 Posted by Emmett Lazich on 16 Jan, 2016 10:29 AM

    Emmett Lazich's Avatar

    Hi Tony, Thanks for persisting with the purchase, and also for your time to let us know about our website problem!

    I am aware of some issues with purchasing on our new website, just not yet sure what circumstances trigger them.

    Yesterday at roughly 8am central US time, I ran a complex query on our billing system which made the database stop responding for about 5 minutes. I wont do that again BUT ... Is there any chance this time was near to the time that your purchase attempts failed?

    If that could not be the cause, then can you PLEASE help me to understand what happened? It seems that your steps were something like this:

    1. You clicked on the blue Purchase button that you saw when Goalscape Desktop (GSD) started up in trial mode.
    2. You saw our pricing page
    3. You clicked on the Buy button for the $60 plan.
    4. Then nothing happened? Some kind of page open timeout?


  3. 3 Posted by TonyChavarria on 16 Jan, 2016 12:36 PM

    TonyChavarria's Avatar

    Hello Emmett, yes, your time frame seems to be just around the time I was
    having my troubles, plus using lowercase for my username (as was suggested
    sometime later) allowed me to login and then at that time clicking purchase
    buttons on the "website" worked and NOT from the trial version BUY button.

    My problems started when I clicked on the BUY button on my desktop trail
    version which would not respond which then forced me to go the the website
    where I continued to have my problems..

    So the sequence you outlined is how it seemed to go down...

    I hope this was of some use. Best of luck!


  4. 4 Posted by Emmett Lazich on 16 Jan, 2016 01:04 PM

    Emmett Lazich's Avatar

    Thanks Tony.

    I'll mark this as resolved.

    Since we can presume it was caused by the abnormal load I put on our billing system database when you were trying to purchase (or do anything with the web site).


  5. Emmett Lazich closed this discussion on 16 Jan, 2016 01:04 PM.

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