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License key not updating even after renewal

This topic contains 10 replies, has 4 voices, and was last updated by  Stiofan O’Connor 5 years, 6 months ago.

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  • October 18, 2018 at 11:11 pm #450449

    Mitchell Greenblatt
    Expired Member
    Post count: 4

    Hello,

    I’ve taken back the management of our WP site we own from the developer and noticed our GD key was no longer valid and needed to be renewed. I created an account and processed the renewal with our existing license keys only to see the same error when trying to update “Download failed. Unauthorized.”

    I’m unsure if this is because the previous license registration was with a different email address for our developer or not but I’m not sure how to get ourselves up and running again. I’ve already paid for the renewal and want to make sure it’s being supported.

    Thanks,
    Mitch

    October 19, 2018 at 4:30 am #450462

    Kor
    Moderator
    Post count: 16516

    Hi Mitchell Greenblatt,

    Thanks for your post. I noticed that your account status is stated “Free User” and it means you’ve not purchased our product. Please login to the account where you purchased the membership previously and let us know how it goes.

    Thanks!

    October 19, 2018 at 2:36 pm #450549

    Paolo
    Site Admin
    Post count: 31206

    Hi,

    your licenses are currently only activated for this URL foundation.wpcommander.net

    Is that the website where you are trying to update?

    If not, make sure to deactivate and reactivate the licenses to add the correct domain.

    Let us know if that was it.

    Thanks

    October 19, 2018 at 4:15 pm #450580

    Mitchell Greenblatt
    Expired Member
    Post count: 4

    Kor: I did purchase your product under the account listed, I also have a Paypal subscription/membership set up and running (and was billed for it). The problem is the original purchase was made by our developer under their email/account and I do not have access to it.

    Paolo: That URL was the development site/server and we’ve since launched under our main URL http://www.setthefoundation.com. I will try to deactivate and reactivate the licenses to see if that automatically updates the records.

    I do need to find out how to associate our licenses with my email address as I’m the one managing our site going forward now that it’s complete and launched.

    Cheers,
    Mitch

    October 19, 2018 at 4:23 pm #450581

    Paolo
    Site Admin
    Post count: 31206
    This reply has been marked as private.
    October 19, 2018 at 4:28 pm #450582

    Mitchell Greenblatt
    Expired Member
    Post count: 4

    Paolo: That’s the account I’m currently logged into and it does show my purchase history under “purchase history” and “subscriptions” but it’s still saying my site role is “free user” and I have no membership.

    When I click to my profile and look at the downloads and license keys section I see all of our products but it says “no license required” next to them.

    Something isn’t right with my account. I’ve attached a screenshot.

    October 19, 2018 at 4:36 pm #450586

    Paolo
    Site Admin
    Post count: 31206

    OK I thought you had 2 users and you were using the wrong one, but that’s not the case. I see the license is still linked to the old user https://wpgeodirectory.com/support/members/dmitriy while it should now belong to your user.

    I asked to Stiofan to verify where the bug is coming from and to fix your account.

    We’ll let you know as soon as fixed.

    Thanks for your patience and sorry for the misunderstanding.

    October 19, 2018 at 4:39 pm #450587

    Mitchell Greenblatt
    Expired Member
    Post count: 4
    This reply has been marked as private.
    October 19, 2018 at 6:29 pm #450607

    Stiofan O’Connor
    Site Admin
    Post count: 22956

    Hi Mitchell,

    I’m not exactly sure how that happened but your purchase seemed to get linked to another subscription, i have had to regenerate your licences which means any current licences you have instalelled will need to be deactivated and the new licences activated.
    I am sorry about that, i have never seen that happen.

    If you have any problems just let us know.

    Thanks,

    Stiofan

    October 19, 2018 at 6:33 pm #450608

    Mitchell Greenblatt
    Expired Member
    Post count: 4

    No problem and thank you for the help! It all looks like it’s working now.

    October 19, 2018 at 6:33 pm #450609

    Stiofan O’Connor
    Site Admin
    Post count: 22956

    Great! Thanks for letting us know 🙂

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