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 didn't 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.
To avoid payment failures and further subscription deactivation, please see How to update, add and remove payment methods
Case 2. Subscription is not set to auto-renew
Every subscription plan can be canceled directly through a 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 a monthly or annual term).
If you decide to continue using your subscription for the next period, you can set it back to auto-renew: Subscriptions -> Manage -> Un-cancel.
The Terms and Conditions of your license purchases (made via our web store) are always accessible from your Capture One account under the 'Plans & services management' section:
Comments
19 comments
Hello
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?
Best regard
kawin
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?
Hi Ken,
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.
Same :/
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 :/
Hallo,
seit gestern kann ich Capture One 22 nicht mehr nutzen (siehe Foto1 im Anhang), obwohl ich das Abbo bezahlt habe.Viele Grüße
Peter Gaux
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..
I paid for Capture one 12 in 2019 it is suposed to be a lifetime license but it was deactivated last week
Juan Nicieza
Después de varios meses familiarizándome con la versión de Capture One para cámaras fujgifilm, me decidí a probar con algo más complejo y de más calidad. Para ello ingresé los 299 euros que cuesta este software y cuál no será mi sorpresa cuando veo que no se me reconoce ese pago. Como no hay manera de encontrar un teléfono para aclarar este incidenete, me he dirigido a mi banco, donde han constatado el movimiento de dinero a la cuenta de Capture One. Se han comprometido a gestionar este error con Capture One y, en su caso, a resolverlo con VISA. La de problemas que no pasarían de ser pequeños errores si alguien al otro lado del teléfono tomara conocimiento de ellos. Está claro que la calidad en la atención a los clientes no está a la altura del producto que gestionan.
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