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Topaz Studio: Incorrect User Information Issue

Topaz Studio / Announcements  / Topaz Studio: Incorrect User Information Issue

Topaz Studio: Incorrect User Information Issue

During the Topaz Studio pre-release, some users may have seen another user’s name, address, phone number, and/or email address auto-filled when purchasing Topaz Studio. This affected a portion of our users, but not all. If you experienced this, please read on for more information.

What happened?

We began addressing this problem internally on May 26th, when some users reported two issues to us:
1. Some users saw random names, addresses, phone numbers, and/or email addresses of other Topaz Labs customers during the checkout process.
2. In rare instances, purchases were assigned to another user’s account.

We want to emphasize that no credit card information was disclosed in anyway as Topaz Labs does not keep this information stored on file anywhere.

We have found the root cause and the problem has been fixed.

We initially assumed we did something wrong, and immediately claimed responsibility. We then started to correct every single order and account that had been impacted.

Eventually, the true cause of the problem was revealed. The problem was due to our web hosting provider’s aggressive caching mechanism, which they use to improve site speed when you access your account, download your software, or read a blog article. Unfortunately, we were told that caching may have caused user information to be incorrectly displayed on customer order pages. Since caching has been disabled, we have seen 100% of all orders and users accounts display true, accurate information.

We sincerely apologize for this problem, which has understandably caused concern.

This was not a breach of our security, but was a highly unusual technical error that occurred with our web service provider and there is no excuse from our side.

We are truly apologetic that some of our customer information was mishandled. We can only hope for your understanding and forgiveness as we take every step necessary to make things right for our customers, including you.

What You Can Do

1. Go to web.topazlabs.com/my-account, logout, then log back in, and check your data. It should now be correct.
2. Verify your purchase within your Topaz Studio Account.

Need Help?

If you need additional help or have questions, we are available to you! Please open a support ticket with the subject “Wrong User Data” at help.topazlabs.com.