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Capture One 21 activation failure - Windows 10 An

Franz Kreuzer

I am trying to activate an upgrate CAPTURE ONE PRO 21 PREORDER VOLLVERSION but I get alwayse the message that the key is not known. I proceeded as following:

>CAPTURE ONE 20 deactivated and deinstalled

>Download CAPTURE ONE PRO 21

>CAPTURE ONE PRO 21 installed => message that key is not known

Any idea how I can solve that issue ?

Thanks in advance, Franz

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Comments

4 comments

Date Votes
  • SFA

    Hi Franz,

    It sounds like you have probably been following the steps in the process described here:

    https://support.captureone.com/hc/en-us/articles/360014172697-How-to-get-started-with-your-Capture-One-21-pre-order-upgrade 

    Is that correct? Are you using the new activation key?

    Have you also seen this article?

    https://support.captureone.com/hc/en-us/articles/360012932177 

    If you are referring to both of those and following the advice they offer AND you are sure you are using the correct key, then perhaps there is some of sort of glitch with the key that has been issued.

    Are you sure that is the key that is not known rather than the attempt to connect to your User account from where the activations can be managed?

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  • Franz Kreuzer

    Hi Jack

    I repeated all your stated process descriped and see some progress.

    • After installation CAPTURE ONE 21 window is opening “CAPTURE ONE Show the World – Let´s begin”.
    • For activation I entered in “Activate your License” the license code I received from the CAPTURE ONE PRO 21 PREORDER VOLLVERSION from a German Dealer company Leistenschneider
    • And receive a frailer message “invalid license code”

    Could you please advise how I can activate with my pre-order code ?

     

    Thanks in advance again

    Kind regards, Franz

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  • SFA
    • Edited

    Franz,

    Not being a Capture One employee I have no idea whether that is likely to be a valid license code but based on the error message it seems that it is not.

    This is a slightly unusual situation if you were provided with the code by a dealer. I have no doubt such a thing is possible but also no knowledge of how the process works.

    It certainly seems that the code is not recognised for unknown reasons.

    I think that all you can do is talk to the dealer and at the same time use the "Submit a request" feature of the Community pages to contact the Capture One support team to ask them for their advice about how to proceed.

    I hope this leads to a swift solution.

     

    Grant

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  • Franz Kreuzer

    Hallo Jack,

    Could be reason for the activation failer that i still have a trial license key on my account (see below) ?

    If so, how can I deactivate that trial Key from my account ?

    Thanks in adavance for your feedback

    Kind regards, Franz 

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