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Better Wood Heat: Digital Download (Scubbly) support thread

 
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I posted last Saturday that I had not received the download token, and I just picked up another email saying the downloads are nearing completion. Unfortunately, I have still not received the email with the token. I get all the other emails, but not the token one. I just emailed Ian at support and admin both at scrubby. Hoping to get this resolved and receive the download token. Thanks!
 
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Hi,

I have not received the download token email. I emailed support@scubbly.com 3 days ago, no reply yet other then the auto reply of

##- Please type your reply above this line -##
Your request (249) has been received and is being reviewed by our support staff.

Regards,
John Carius
 
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Nancy Peirce wrote:I posted last Saturday that I had not received the download token, and I just picked up another email saying the downloads are nearing completion. Unfortunately, I have still not received the email with the token. I get all the other emails, but not the token one. I just emailed Ian at support and admin both at scrubby. Hoping to get this resolved and receive the download token. Thanks!



I have verified that your email address was sent to scubbly to receive four videos.  I suspect that scubbly sent you an email with a download token.  Is there a chance that the email from ian with the token is in your spam folder?

Note that computers are really freaky with spelling.   The correct spelling is scubbly.   What you posted above was not the correct spelling.
 
paul wheaton
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John Carius wrote:Hi,

I have not received the download token email. I emailed support@scubbly.com 3 days ago, no reply yet other then the auto reply of

##- Please type your reply above this line -##
Your request (249) has been received and is being reviewed by our support staff.

Regards,
John Carius



I just emailed Ian again to find out about that.

Is there any chance that the token is in your spam box?

 
John Carius
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Hi,

No it is not in my spam folder.

Thanks,
John
 
paul wheaton
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John Carius wrote:Hi,

No it is not in my spam folder.

Thanks,
John



I verified that your email address was sent to scubbly.

I got an email from Ian saying that he was all caught up on all support tickets.   He says he will be back at a computer tomorrow night.
 
Nancy Peirce
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Thank you, Paul, for your reply.

I did another mailbox search with the corrected spelling:scubbly and still get nothing other than what I noted in my earlier comment.

The emails I sent to Ian garnered me the same response from Ian as John Carius.

I'm curious what email address the token is being sent to me, since everything else seems to be coming through - updates as well as support replies.

Thanks for your help to resolve this.

Nancy

 
paul wheaton
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Here is how this system works:

I send an email to scubbly with a list of emails along with a link to the product.  Scubbly sends an email to you along with a token to get your downloads.  

I have verified that you are on the list of email and for the right product.  I don't have access to your token.  So it is really up to Ian at scubbly at this point.   It sounds like he out until tomorrow night.  So, for now, we wait until tomorrow night.  

It sounds like your email and ian's email are not getting along.  Therefore, it sounds like you should use this thread for communication with ian.
 
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HI,
I was a backer but have forgotten what i am supposed to get with my pledge. Where can i find this out?
 
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I have now successfully downloaded everything I was promised to get. Thank you all!
 
paul wheaton
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Charles Deshler wrote:HI,
I was a backer but have forgotten what i am supposed to get with my pledge. Where can i find this out?



Charles, we have you in our system as "4-DVD set, physical dvds".  So you should get a package in the mail around the end of september!
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I have send a email to scubbly, and go a auto message back.
Can I do something else to solve my problem?

Nicolas Vervisch wrote:Hi,

I haven't received anything for downloading are maybe deleted the email are missed them all, but I was supposed to get a digital download 4old and 4new videos ($60).
Could you please help me with that?

Thanks,

 
paul wheaton
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Nicolas Vervisch wrote:I have send a email to scubbly, and go a auto message back.
Can I do something else to solve my problem?

Nicolas Vervisch wrote:Hi,

I haven't received anything for downloading are maybe deleted the email are missed them all, but I was supposed to get a digital download 4old and 4new videos ($60).
Could you please help me with that?

Thanks,



Everything that can be done has now been done.  If you are not 100% set up in 24 hours, we can try more things.
 
Charles Deshler
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paul wheaton wrote:

Charles Deshler wrote:HI,
I was a backer but have forgotten what i am supposed to get with my pledge. Where can i find this out?



Charles, we have you in our system as "4-DVD set, physical dvds".  So you should get a package in the mail around the end of september!



OK, Thanks Paul. I thought there was something else but i don't remember. I look forward to the DVD's  My new shop is waiting for a heater build!!!
 
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I still have not to my knowledge received my token to download. I searched my email, and couldn't find anything that appeared to be a token for download
 
paul wheaton
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joseph miller wrote:I still have not to my knowledge received my token to download. I searched my email, and couldn't find anything that appeared to be a token for download



Did you search your spam box?
 
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I have not received a token from scubbly. Could you see it in your heart to pass this along to the people that can "easy button" this? Thank you!
 
paul wheaton
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La Pennington wrote:I have not received a token from scubbly. Could you see it in your heart to pass this along to the people that can "easy button" this? Thank you!



Did you look in your spam box?
 
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Hi Everyone!
A reminder: if you didn't receive the download token and think you ought to have, please send an email to SUPPORT@SCUBBLY.COM to say so. That will open a ticket using "zendesk", the support ticketing system that Scubbly uses to keep all these requests organized so we don't forget anyone.

For those of you who already have done that, thanks! There were quite a few new requests received since Friday afternoon, and I'm going to get to those now (Sunday Aug 28, approaching midnight in this time zone).
Cheers
Ian Ring
Administrator
Scubbly.com



 
Ian Ring
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I'm all caught up on sending missing tokens to everyone who opened a ticket with SUPPORT@SCUBBLY.COM
Please understand that I can not send tokens in response to posts to this thread! Download tokens are individual and uniquely assigned to each recipient, and they must not be shared. So I can't post them here as responses on a public forum.
Cheers
Ian Ring
Scubbly.com

 
Nancy Peirce
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Thanks, Ian! I finally received the much awaited email with link to the download page at Scubbly. I'm in the process of downloading the 4 DVD Set. WOW, huge files! I appreciate your efforts to make this work.  Nancy
 
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I haven't received an email. I checked the spam folder and searched for emails containing scubbly but without success. I shall send an email to SUPPORT@SCUBBLY.COM
 
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Jason Nicoll wrote:I haven't received an email. I checked the spam folder and searched for emails containing scubbly but without success. I shall send an email to SUPPORT@SCUBBLY.COM



Thank you Jason, let us know if you have any issues contacting them and we'll help you reach out.
 
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I can't find any token or email concerning one as well.  Checked spam, and all older emails.  I did receive update 31 and 32.
Please help.
I supported at the $40 level and don't remember what I am actually supposed to get.
 
Destiny Hagest
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Steve Larkin wrote:I can't find any token or email concerning one as well.  Checked spam, and all older emails.  I did receive update 31 and 32.
Please help.
I supported at the $40 level and don't remember what I am actually supposed to get.



Hi Steve, I checked our records and you were supposed to receive links to download the 4 DVD set - have you tried searching your email with 'Scubbly'?

If you still can't find it, please contact support@scubbly.com for further assistance.
 
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Think I'm in the same no email/token boat as some. I went to Scubbly and found a resend token link and tried that. I was given the "you have no tokens linked to you email address" message. I did not receive the email with the links to vimeo either so I assume i have made some sort of mistake somewhere but I am not sure where.

william
 
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Hy ! I'm pleased to see the DVd's finally coming out !
I've done a 40$ backing, and as i've understood, I shall have recieved a link for the streaming ?

I've checked my emails, no signs of scubbly !


Can you halp me ith that ?

thanks

Edouard
 
paul wheaton
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william lane wrote:Think I'm in the same no email/token boat as some. I went to Scubbly and found a resend token link and tried that. I was given the "you have no tokens linked to you email address" message. I did not receive the email with the links to vimeo either so I assume i have made some sort of mistake somewhere but I am not sure where.

william



William,

You signed up for HD Streaming - and I already responded to your questions in that thread.
 
paul wheaton
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Edouard Legeay wrote:Hy ! I'm pleased to see the DVd's finally coming out !
I've done a 40$ backing, and as i've understood, I shall have recieved a link for the streaming ?

I've checked my emails, no signs of scubbly !


Can you halp me ith that ?

thanks

Edouard



It took me a while, but I found your stuff.  You supported the kickstarter at $40 and then paid $10 more to be upgraded to $50.  So you get HD streaming!

You should have received two emails.  One email from destiny asking you for your vimeo ID.  And another email from me giving you links to the four videos.

If you have any further questions, you need to take them up in the thread for streaming stuff:

https://permies.com/t/58362/tnk/support-HD-streaming-wood-heat


 
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Can I get a download token Please?
 
paul wheaton
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Danny Sheraton wrote:Can I get a download token Please?



I searched my stuff for "Danny Sheraton" and found nothing.  

Okay, found you with your email address ...  

Danny, you purchased the physical DVDs.  Those are at the printer now.   You should receive those around the end of september.
 
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So if you supported at the physical DVD level, then you don't get downloads?  These are not contained in the "Glory" level?  i didn't get the download email and it's not in SPAM.  (Truth be told, Spam only goes back for a month), so if it came before then, it could have been in Spam.  I also didn't get updates 27 through 30, which I also found interesting.
Thanks,
Michael Heath (fiatguy1955<commercial at sign>gmail<dot>com)
 
paul wheaton
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During the kickstarter For about $10 more you could get the videos in all three formats. A lot of people paid for that.

So if a person paid for just the physical DVDs then they get just the physical DVDs.
 
Edouard Legeay
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Hy, thanks for your reply in the other thread Paul.

But as you said I should have recieve your email and another email from destiny.
But i recieve none ...

I checked my spam no emails whatsoever ...

Thanks for your help
 
paul wheaton
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Edouard Legeay wrote:Hy, thanks for your reply in the other thread Paul.

But as you said I should have recieve your email and another email from destiny.
But i recieve none ...

I checked my spam no emails whatsoever ...

Thanks for your help



You have streaming.  You must get support in the streaming thread:  

https://permies.com/t/58362/tnk/support-HD-streaming-wood-heat

 
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Hello,
I supported the kickstarter, however Ian does not have a record of it.
Please follow up.
Thanks,
Mark

>>
Ian Ring (Scubbly)
Aug 30, 23:11 ADT

Hi Mark,
I don't have any record of a download token issued to "rallyon25@gmail.com"
Did you use a different email address on Kickstarter?    <no, I used the same email>

Ian Ring
Administrator
Scubbly.com
<<
 
Destiny Hagest
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Mark Owens wrote:Hello,
I supported the kickstarter, however Ian does not have a record of it.
Please follow up.
Thanks,
Mark

>>
Ian Ring (Scubbly)
Aug 30, 23:11 ADT

Hi Mark,
I don't have any record of a download token issued to "rallyon25@gmail.com"
Did you use a different email address on Kickstarter?    <no, I used the same email>

Ian Ring
Administrator
Scubbly.com
<<



Hey Mark! So I pulled you up in our records, and it looks like you backed at the $25 level, which means you'll be getting a physical copy of the Cob DVD, which is currently being printed right now. Those DVDs should be done and ready to ship in the next 4-6 weeks.

 
Destiny Hagest
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To clarify, since I'm still getting a few inquiries about how Scubbly works and how folks can get their downloads, here's a step by step guide to getting those videos.

Reminder: This is for those of you that have downloads coming to you, not streaming.

To download your videos:

1.  You should have gotten an email with links, called download tokens, at the email address you used during the Kickstarter. You cannot download the videos without these.

2.  If you never saw the email:
     a) Check your spam folder.
     b) Search for 'Scubbly' in your email - the email contains no mention of 'Permies' or 'Kickstarter', so searching with those terms won't work.
     c) If you still can't find it, verify you had downloads coming to you, and not streaming or physical DVDs - email me at destinyATrichsoilDOTcom, and I'll help you out.
     d) Verify you're checking in the right email account - email me at destinyATrichsoilDOTcom to see which email address you used during the Kickstarter if you suspect the accounts are different

3.  If you find your email, but your links don't work:
     They probably expired. Email Ian with Scubbly support at support@scubbly.com and let him know - he'll get you a fresh set.

4.  Once you find your email, immediately click the links to get your downloads started. These links do expire, so don't wait. You do not need a Scubbly account to complete the download.

If you have further questions, please first ask them in this thread, so we can all learn from each other.
 
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I got an email from Scubbly on August 19th and everything seemed fine.  However, I was out of the country for a while and just got back.  When I'm pulling the email from Scubbly back to screen again, it is now empty.  I was not able to download.  I pledged 60$, was supposed to get 8DOWNLOAD reward.  Please help me get the digital content, thanks!

Guillaume
 
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