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Re-activation issues

Stephen Anderson-Lindsay
My subscription through Phase One expired in June, however I purchased a renewal subscription via FastSpring. I cannot seem to activate this in the application, as I'm not given opportunity to enter a new license key. I've uninstalled CO12, manually removed files that weren't uninstalled automatically, redownloaded the software...and still I'm stuck with a message "Your Capture One Subscription has expired. To continue using Capture One, please visit online store at www.phaseone.com to start a new subscription. Capture One is disabled'.

Has anyone else experienced this, and what steps did you take to overcome?

Thanks in advance.
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  • SFA
    Did you get a new key to use for the renewed subscription?

    If so have you tried logging in to your Capture One account to see what that offers?

    I have never had a subscription account so have no idea how they are usually managed so if these questions do not make sense my apologies.

    There are some articles in the Support area that may be of interest but so far as I can see do not specifically address your questions as you have presented them.

    You should probably contact Fastspring if you feel the re-subscription process is incomplete. Failing that perhaps contact Phase One as well through the appropriate option in their Support Case system.

    HTH.

    Grant
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  • Stephen Anderson-Lindsay
    Hi Grant,

    I've opened a ticket with Phase One/FastSpring as well.

    I do have a new license key, and can see the order history for this new key on the Capture Once support page, but the same page also says I have no subscriptions associated with the account. So it seems something is broken on the the backend.

    Hope to get this resolved quickly, and be able to push out some finished work this weekend.

    Thanks for your response,
    Stephen
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  • SFA
    If you search the forum for "Fastspring" you will find a few previous threads for similar problems but not, as far as I could tell, subscription issues.

    If you have only just bought the new subscription it may be a temporary comms glitch before updating the account. If you bought it some time ago that's less likely.

    Given you need to get somewhere over the weekend you could try downloading 12.1 (if you have not already done so) to see if that will run for you in trial mode. Historically a new point release would permit that but if you have already had V12 installed and activated via a subscription that might not be an option. In any event you may need to eliminate the previous activation first on the machine via your account.

    Tricky - especially at a weekend.


    Grant
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  • NNN636280238566694519
    Did you ever manage to resolve this? I am now having exactly the same issue - assume it requires some license file to be deleted somewhere in the computer but I'm yet to find it!
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  • NNN636170888655091881
    Same!! I got a tether job tomorrow and I cant get in! Says I dont have a licensed product but 8ve been paying all loody year!
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  • NNN636170888655091881
    Something about Fast spring subscription What the hell is that??
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  • NNN636170888655091881
    Figured it out!! Gotta deactivate your current subscription and input the newest key from your fast spring order history. It's super counterintuitive!
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