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How can I find my Capture One license key?

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33 comments

  • Henrik

    Guys, this kind of overcomplicating is infuriating.

    im currently working on a huge production on client side and thanks to the photographers session I needed to upgrade to v21. 

    for three days (!!!) I've been stuck with his computer since I can't figure out how to get the upgraded license going. even his assistants couldn't figure it out.

    don't get me wrong: capture itself is a blast to work with - but the guys responsible for your licensing strategy should be sacked/replaced before this drives your loyal customer base towards your competition.

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  • Yogan Naik

    worst customer support ever - no response for 24 hrs . I am trying to purchase a subscription and my card is getting declined all the credit cards. No problem with the issuer when I check with them. 

    FastSprint does not respond. I have to deliver pictures to my clients and I am stuck with the subscription please help me with a resolution quickly. 

    Fast Spring: details

    Support Ticket Number: 01117935
    Subject: Consumer Support - General Inquiry

     

    thank you

    yogan

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  • marmez

    Hello. Today I have problem with Capture One Express for Sony. Before that, everything worked fine for a few months. First I had license error while starting, only option was logout. But now I can put new license code, because of error "Something unexpected happened. Please contact support." as below. 

     

    I tried reinstall, uninstall, and new install... always same result :( 

    I installed today CaptureOne21.Win.14.3.0.exe version. 

    Please help. 
    Best Regards, Jakub Gauza

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  • alkaabi photo

    hi 

    I have a problem with you
    I signed in and downloaded the program
    I have a subscription
    But in completing the process he asks for the purchase code
    This is so ridiculous
    It should recognize my account

    1
  • Dave Lorde

    I got an email telling me of an upgrade for Capture One, so I downloaded and installed the update and when I put my license in to activate it, it told me "No more free upgrades available for this license code" -

    But this is the first upgrade I've downloaded... ¯\_(ツ)_/¯

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  • Maryna Sopilniak

    Hi, 

    Thanks for sharing with us the issue you have faced. 

    I have converted your request to a support request. The Support Team will get back to you via the ticket soon. 

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  • rupesh kumar

    I am facing many problem on it's setup like license key 

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  • Mohamed Elsayed

    I have been a loyal user of PhaseOne since the Hasselblad/P22 days.  I have always had an issue with C1 on my custom PC's.  Activate and deactivate with various numbers was always a mystery.  But, I think that I have run out of patience.  I have tried the S/N, from the IQ180 Digital Back, as suggested.  I have also used my C1 7 license, which gives me 2 more activations.  I get Invalid Code notices.  I have downloaded C1 25.  I want to activate the license and move into edits.  Where do I find the proper License Code?

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  • Maryna Sopilniak

    Hi Rupesh, 

    Thanks for your comment.

    I have forwarded your request to the Support Team. They will get back to you soon.

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  • Paul DeMers

    I have been a loyal user of PhaseOne since the Hasselblad/P22 days.  I have always had an issue with C1 on my custom PC's.  Activate and deactivate with various numbers was always a mystery.  But, I think that I have run out of patience.  I have tried the S/N, from the IQ180 Digital Back, as suggested.  I have also used my C1 7 license, which gives me 2 more activations.  I get Invalid Code notices.  I have downloaded C1 25.  I want to activate the license and move into edits.  Where do I find the proper License Code?

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  • benjamin Chan

    I having the same problem trying to access my access code. The fastspring email request does not send me any email and I am just stuck trying to activate my software.

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  • Maryna Sopilniak

    Hi Benjamin Chan, 

    Thanks for your comment. 

    Your request is also forwarded to the Support Team. They will get back to you shortly.

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  • Maryna Sopilniak

    Hi Paul, 

    Thanks for your sharing the issue you faced. 

    I have forwarded your request to the Support Team. They will get back to you soon.

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  • SFA

    Henrick,

    You mention the word "upgrade". Does that mean you have been attempting to update to V21 from an earlier version (i.e. V20 or maybe V12?) or are you updating from an earlier release of V21 to a later release of V21?

    If UPDATING a currently activated release for a currently identified machine it would, normally, require only the software installation process UNLESS the machine configuration has substantially changed which might cause it to appear as a "new" machine.

    If you have already had an earlier version of C1 running OR a different license type of the current release than you now require you need to tell C1 of the change by de-activating the already installed and activated license first.

    After that when you restart C1, whether the new version or an old version, you should be able to just activate it using your NEW License key. The Old license key will be defunct. The new one will activate old versions

    The overall situation may be slightly more complex if you are swapping between perpetual and subscription payment arrangements but should be no different if all you are trying to achieve is to activate a current (V21) installation.

    If you are seeking to activate based on a Multi-user or Enterprise license there may be wider considerations to take into account, in particular, whether, across a number of devices, the activated device count has any available activation capacity unused, for example.

     

    Beyond that, the only other problems I can think of, assuming you have received a correct key, would be if the activation server service was unavailable for some reason.

     

    I'm not a C1 employee, just a fellow user but I don't find my occasional use of the License management facilities especially difficult so long as I remind myself of the steps beforehand. If you feel you need some personal input support from C1 staff it would be best to create a Support Case.

    Running C1 under a trial license for 30 days might also be an option to help you get the project moving , unless you have already used up a V21 trial license allocation.

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  • Christian Randelin

    Hello you wizards!

    I've purchased Capture One 6 and have two activations left. But i don't know how to activate the latest Capture One. I've tried with my activation key but it seems not to work. So please, guide me to troubleshoot this!

    Thanks in advance // Christian aka Bubbles

     

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  • wil matthews

    I'm prepping a new MacBook Pro and cannot for the life of me get my C1 license going. This is MADDENING.

     

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  • Sergei Zaikin
    I can't get a license code to install capture one for my XT3. The email does not arrive.
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  • Maryna Sopilniak

    Hi Andrea,

    Thanks for your comment.

    I have forwarded your request to the Support Team. They will get back to you soon.

    0
  • Mikael Sæthre

    Why is it allways a problem to get access to my account here in capture one pro. Same problem every year. I am going back to lightroom next year. It is so much more userfriendly and it is never a problem to get access to your account. I have paid, or no capture one has withdrawn my bank account and i can not get access to it. You need to be an it engineer to manage it. I am irritated!!

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  • Henrik

    Hi SFA,

    thanks for your thorough feedback. I'm trying to point out to C1 that the entire process seems severely more complicated that it should be. I've never had so many hoops to jump through with any other software, heck, adobes CC licensing process looks like Childs play compared to this. Personally, I think anything supporting it's core functionality should be as simple as plug and play.

    I want to spend my time on grading, selecting and development - not licensing..

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  • Maryna Sopilniak

    Hi Mohamed,

    Thanks for sharing with us the issue you have faced. 

    I have converted your request to a support request. The Support Team will get back to you via the ticket soon.

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  • alkaabi photo

    I'm facing the same problem Lindsay Keats

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  • Alex Hirsch

    I've got the same issue with not being able to activate my license due to "the upgrade limit is exceeded". Well, no guys! This is the very first time on the very first computer I'm trying to activate my C1 21 copy after I purchased the upgrade. Is there nobody working in C1 support since Lindsey reported that very same issue 5 months(!) ago?

    Please, when can we expect a fix for this issue? I've just paid a substantial amount of money for the software. I've fulfilled my part of the agreement. When are you doing yours?

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  • Maryna Sopilniak

    Hi Jacub, 

    Thanks for sharing the issue you faced. 

    I have forwarded your request to the Support Team. They will get back to you shortly.

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  • Lindsay Keats

    I'm finished with CaptureOne- used to be great (maybe a little over-engineered) but now its too much..

    Used to be you could work on a file  in a desktop or archived on a hard drive folder without having to copy it to a catalog. Just too complicated now..

    I'm using   Adobe Bridge & Camera Raw for just about everything now..

     

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  • SFA

    Paul,

    As a fellow user I suspect that all of your questions can be explained but you have some specific parts of questions that would probably be best answered by Capture One staff through a Support Case.

    Others, related to your IQ180 software rights and options that might be best answered by the Phase One Support team through their own Support Case system.

    To contact Phase One I would suggest taking a look at the Phase One website to decide which option looks the most likely to provide a useful route.

    To contact Capture One use the "Submit a request" links and choose one of the non-technical options to contact someone who can explain licensing rather than assess software technical function problems.

    I hope this helps in some way.

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  • Guy Archard

    Hi, I have just upgraded to the full CO 21. I can edit my IQ150 shots fine, but not my Sony A7riii shots (greyed out with eye symbol in corner). On Base Characteristics it says the Engine is Capture One 20/21.

    I need to edit these images today. So I booted up my old CO 11, which is now suddenly saying is not activated. I have looked on my product history to find my licence key, and my purchase for this is not on my account! I've used this version for third party cameras since 2017 so I have no idea what's going on. Please help.

     

     

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  • Richard Munro

    I have tried and tried to get my order history and licence history sent to the email it prompts me to put in.

     

    I input my account email which should have my liceence key click send then i never get an email with my order history and licence key, I have input my email dozens of times and i am still waiting for you to send me our licence key.

     

    Capture one was bought through my work in heritage photogrpahy after we bought a credo leaf 60 with the complete captrue one packaged with it. Can we please get our licence key we paid thousands of dollars for.

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  • Andrea Sudati

    Hi,

    I have entered my registered email, but I don't received any your email.

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  • Lindsay Keats

    This is just so frustrating !! I have entered a license key (that you supplied me with) and it now states "could not activate because the upgrade limit is exceeded" I actually am trying to buy a product but I cannot.. Unfortunately Capture One (that I have been using since 2007) has now become so complicated to simply activate once installed that I would no longer recommend it.

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