There are several instances where a subscription license might get deactivated and the license key might eventually show up as invalid:
Case 1. The payment does not go through
When your subscription has the auto-renew option on, payments are made regularly (monthly or annually) depending on the subscription plan. In case the charge was not successful and the payment method was not updated, you will get an overdue notification. The license key will remain temporary disabled until the renewal payment goes through.
After several overdue notifications, the subscription gets deactivated automatically without further possibility to be reactivated or restored. In this case, a new start is required – visit our web shop to get a new license.
Case 2. Subscription is not set to auto-renew
Every subscription plan can be canceled directly through the user account. Check out step-by-step cancellation instructions here.
If you selected Subscriptions -> Manage -> Cancel before, the auto-renew option of your subscription would be disabled. It means that the license key will get deactivated on the last day of the contract period (be it monthly or annual term).
If you decide to continue using your subscription for the next period, you can set auto-renew again Subscriptions -> Manage -> Un-cancel.
I have this issue and I submit request from last Sunday but still can’t use program anyone can help me?
My case is subscription has been deactivated and I was renew subscript from july2020 and use it normally until last Sunday can’t use and can’t activate my Lisence key what happen?
la mia chiave di licenza è valida ma non accetta l'attivazione CHIEDO aiuto
I just upgraded and paid $129 and my Capture 1 is deactivated. Why?
Thank you for the comment.
I have forwarded your request to the Support Team. They will get back to you soon.
In the middle of editing some photos, I received a system message "cannot authenticate your licence" (or something like that). I have used this software 3 days in a row now and i have a valid licence...but i cannot re activate.
What's going on?
Same thing is happening to me as Jeff - is there any form of customer service or a contact at all? I can't find one anywhere?
Not for me? what changed for you?
hi, I removed my second comment but maybe you saw it. It activated and then the problems started again. So I am back to the original problem.
I am having the exact same problem as Jeff. I then deactivated my license so I could reactivate it and it now tells me my license key is invalid.
I'm trying to access 'manage my license' on the website - it asks for my email and then says 'an email has been sent with instructions on how to access your account', but I have no such email.
Anyone had any luck finding a phone number or email address for customer support?
I'm on the same page - it says it has sent me an email about 5 times but nothing showing up. Working on a deadline today so this is making my life extremely difficult.
It allowed me to launch a free trial with the same email address - maybe try that in the meantime? If I speak to someone or find a solution I will post on here.
Abram Werner, France
Same problem here.
Desactivated and my License code seems to be out dated too...
This is no fun at all.
Where is the bug?
Please do something about it, Can't work!
Same for me. Stopped working all of a sudden 20 mins ago. In a way I'm glad it's not just me, as it means there is a global level issue. It is shocking that there is no phone number to call (from the UK anyway) or any web chat help!!
I have tweeted them about it, and DM's them on Twitter. let's see what happens. I don't need this when in the middle of a job!
Same problem here in Melb, Aus --- Seems like a lot of people are having this issue too and hopefully, the gang at Capture One will fix it soon! Especially for those with immediate deadlines :/
FYI I got a response from the C1 team, as follows "Our payment solution provider is currently experiencing server issues which unfortunately impact Capture One users., They are working on a solution - we will update on an ongoing basis and apologize for the inconvenience."
I seem to be able to use it again without problems..
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