Unable To Purchase - ZIP Code Problem SOLVED

[khat17]

Good night all. I sent an email on October 21 about this issue. I had purchased the software some time ago - but I'm sending others from my country to purchase and they're unable to. There are problems with the ZIP code section and no changes seem to work. I realize that I have issues changing or updating the ZIP code on my dashboard as well. Does anyone know how we can get this done so persons can actually go ahead with purchases?

[Dimitar - PDF-XChange]

Hello khat17,

Welcome to our Forum.

May I ask for more information about what you see when you try to enter the ZIP code?

Also, may I ask what is your ZIP code?

Regards.

[khat17]

I'd rather not post that information publicly. Could you send me a DM or an email so I can provide further information?

[Sean - PDF-XChange]

Hi Khat17,

You can email it to support@pdf-xchange.com

Many thanks,

[khat17]

I did previously and got no reply. That's why I opened the thread here. Do you want me to send something else and have a specific text in the subject line so it's easier to find?

[Daniel - PDF-XChange]

Hello, khat17

We typically reply to emails within the hour, so it is very unusual for you to have sent one and not received a reply at all.
Are you certain that you sent it to the correct email address? I see no record of any emails to or from your email in our mail history here (in either support or sales) and I after combing through Oct 21st, there do not appear to be any emails referencing zip code problems either..

Perhaps you mistakenly had something like "exchange" in the them instead? Can you please try re-sending your email using the link from Sean's post above, so we can take a look?

If you can ensure "ATTN:Dan - Zip code problem" is in the subject line, that should ensure that it goes directly to me when it arrives.

Kind regards,

[khat17]

IMG_20251121_072011.jpg

Here's a screenshot of the actual email from the app used. Item is sent.

[Daniel - PDF-XChange]

Hello, khat17

Did you re-send it today with the subject line suggested? As I mentioned before, there is no record that an email from your forum email address has ever arrived in either inbox.
Please do re-send the email, so that we can look into these details directly.

Also, in that email, if you can please provide the public IP of any users who have had this issue (or your own IP address, since you mentioned testing this and seeing the same). With that, we can check our server logs for account registration issues, and use that to identify where the errors may have been raised.
You can find your current public IPv4 address at any time here: https://whatismyipaddress.com/

Kind regards,

[khat17]

Email was just sent using Gmail app from mobile. We can continue there once I get a reply or confirmation.

Will update here so others can be aware of the fix if we find one.

[Daniel - PDF-XChange]

Hello, khat17

I still haven't seen any emails arrive from your forum email address, nor one with the subject line suggested above.. I have sent you an email directly earlier today, to the email address you specified for your forum account. Please check for that email, then follow the instructions inside in your replies to it, and let me know when you have replied.

Kind regards,

[khat17]

Reply was sent to the email in the way instructed. Waiting to see. If you still don't get it - I'll try from another address.

[Sean - PDF-XChange]

Hi khat17,

Please try again, to email support@pdf-xchange.com. Please also ensure that there are no restrictions on to whom you can send emails.

Kind regards,

[Daniel - PDF-XChange]

Hello,

I see your email now, and Thankfully, I found the cause of the issue. As you suspected, the issue was with the formatting.

For anyone else who has these issues in the future - please note that after you have selected your country on the account creation page, the postal code "more info" block will dictate the acceptable formats.

image(2).png

Come countries, like Canada, accept multiple formats (though this wont help in my example since I've typed the whole thing wrong)

image(1).png

In this case, the system is looking for a 5 digit code, and I have a typo in the message. it should be "12311" instead of "12e11"

image.png

In this case, while it is common parlance to use JMD before your postal code in Jamaica, the system is specifically looking for only a 2 digit code, such as "02".

When in doubt, hover over the info bubble's present on our site, they usually offer helpful tips and information like this!

Kind regards,

[khat17]

Good day. I apologize for not posting earlier. This is now resolved - many thanks! Client was able to register and purchase.

[Sean - PDF-XChange]

Great