New 21 version not recognising licence key
Tried everything, articles on support page-not helping, contacting support-still no answer from contacting early this morning, software keeps on looping telling me I've got the wrong licence key. Tried deactivating licences for trial and express versions prior to the purchased one. Tried 3 times downloading and logging in to enter the key after de-activating. Most of all, and again, support isn't responding, articles not helping. Manual registration fails and tells me I've got the wrong activation key, which the software after all generated itself!!! I'm in real need of work delivery to client and I'm stuck! Please help!
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Mike,
So you have had a trial key and another key that activates in Express mode.
Have you now purchased one of the perpetual license products and obtained a new activation key?
Is that the key that is not working? Is it for Version 21?
Can you log in to your account and review the license information currently displayed? Do you have any activations already in use on the current machine or another machine?
If so de-activate them.
I am aware that you have written that you have already done that but long ago I learned that checking form step one is usually wise when addressing a problem for the first time or if getting unexpected results compared to previous experiences.
Have you installed the latest software (assuming V21)?
If you open the new installation (V21?) does the screen appear that asks for an activation code?
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I though I’d respond in line by line:
So you have had a trial key and another key that activates in Express mode. Yes, correct.
Have you now purchased one of the perpetual license products and obtained a new activation key? Yes, but I believe I’ve purchased the subscription.
Is that the key that is not working? Is it for Version 21? Yes, correct. That’s the one not working.
Can you log in to your account and review the license information currently displayed? Do you have any activations already in use on the current machine or another machine? Yes, I can log into the account but cannot see my licence.
If so de-activate them. I believe I have. The only option I can see there is “reset all activations”. No buttons for single deactivation if that’s what we’re looking for.Have you installed the latest software (assuming V21)? Yes
If you open the new installation (V21?) does the screen appear that asks for an activation code? Yes, that's right.
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My licence states:
Capture One Fujifilm - Annual Subscription, Paid monthly
Renews every month0 -
Did you use the "reset all option"?
The only other thing I can think of is that for some reason the subscription has become deactivated (not just the installations) and if that has happened it seems the way forward is to create a new subscription HOWEVER that seems to be a very unusual and specific case possibly related to unsuccessful payment issues.
See Case 1
https://support.captureone.com/hc/en-us/articles/360016767058-Why-is-my-subscription-deactivated-
If none of those apply to you then only the support team will be able to get visibility of what is happening in your account. I'm not sure what level of support is available over a weekend.
Was there a single code offered for V20 in November that was intended to also cover activating V21 or was an additional coded provided for the post V21 release download?
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Hi,
1. Yes I've clicked on the "reset all" option. Numerous times today.
2. Re: case 1: but it does say I'm in the subscription plan with the card connected and that the first payment is to be taken on the 26/01
In November I got the trial of v21, not 20.
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I've tried to cancel my subscription in order to reprocess the order but receive the message:
Cannot process request from here (orders page), please contact. ordersupport@captureone.zendesk.com
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Mike,
As far as I can recall there was no trial for V21 in November. It was still in beta test status at that time. Did you have a beta test activation code?
Are subscription license payments taken in arrears?
At this point I don't think there is much more I can add - the history of licensing/activation codes may need to be accessed to discover why you see the messages you see.
As you have probably already noted your activations account is managed separately by license type (Perpetual and Subscription) and computer/device. There is probably also some sort of cookie on the device to allow subscription user to work with the software when not connected to the internet and thus unable to verify the activation. Presumably there is some sort of conflict situation between license activation types OR for some reason the activation server is not responding as expected and that may be a technical issue that can only be addressed by the C1 team.
That is unless someone reading the forum has already experienced and resolved the same situation.
I have assumed that submitted a "Request" and have a reference number for the support activity.
Did you direct it to a technical support option or a sales/marketing option in the Request creation process?
Whichever you sent to raising another request with the other option might be worth considering.
I don't think there is any certainty that the support operation is fully functional over weekends although I believe organisations that have signed up to the "Enterprise" level software arrangement can obtain a somewhat managed and monitored support arrangement that might offer such a facility. I appreciate that is not a lot of help to you at this point.
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