Having to Renew to use current licenses

[Rich Yessian]

Hi…
We have a Business license we purchased over a year ago, and support expired. However, we only used 2 of the 3 licenses. I tried to simply add a 3rd licensed site but couldn’t because support expired. As I purchased 3 licenses, I feel like I should still be entitled to adding that 3rd license of a 2.x version of ECP.

Additionally, I noticed one of the used licenses was for a beta version of our site that had gone live a while ago. I wanted to update that to account for the live URL. I disconnected the beta URL thinking I could add in the live URL now to keep things “legit” on what we’re using license for. I couldn’t do that either… so now that license key is no longer valid on the live site.. and I can’t register it (since support was expired).

Lastly, I couldn’t even ASK the question of how to register the sites for the licenses we ALREADY paid for, without having a support contract. That’s kinda terrible.
So… you now have my $70 more for renewing my support contract, so that you can explain how I can register the 2 site we already paid licenses for.

FYI: We DO have a couple more sites coming up in the future that we would like to buy ECP 3.0 soon. But I wanted to make use of the remaining 2.x license we have. It’s a little disappointing I had to pay to renew those, and looking to apply the $70 renewal I just paid, towards another Business 3-pack.

[Leah]

Hi Rich,

Thanks for getting in touch. I see how the situation would be frustrating, and I’m here to make sure we get things straightened out for you.

Just to make sure I’ve understood correctly: you now have a new, valid Business license and have 2-3 sites that you want to use it with. Is that correct? If not, please let me know and I’ll adjust my reply as needed.

Assuming that is correct, you can add that new valid license key to the two (or three) sites you want to use it on, including that live URL you mentioned. You can see what sites the license key is linked to on your tri.be account under Account Central –> License Keys. From there you can disconnect defunct URLs that you no longer need a license for.

I am happy to report that our upcoming version 3.0 will be a free update for those three sites since you now have a valid license for them. Those licenses give you access to all our updates for a year, including 3.0 and beyond, in addition to our support services.

If you ever have an issue like this in the future, always feel free to email us directly at [email protected]. Hopefully the above will help you get things up and running for your current sites. When you have more sites and need another license, please email me referencing this thread and I can give you a discount on your purchase. If you have any more questions or wish to discuss this further, please reply here or send an email. I appreciate your patience and understanding, and I want to make sure you have a positive support experience.

Best,
Leah

[Rich Yessian]

No.. let me explain again.
I purchase 1 Business “pack” = 3 licenses about 2 years ago. And kept up with upgrades. We only ever used 2 out of those 3 licenses.
I went into our account to add another site (our 3rd license), as well as noticing that our 2nd license was an old beta of a live site (and I wanted to update it).
What I couldn’t figure out was to ADD my 3rd site license, and update the 2nd site license WITHOUT having to renew my support for $70.
I don’t think I need to do that since I just want to use the 3 licenses without upgrading for what I already paid for.

Simply put, I want to use the 3 licenses I’ve already purchased previously. But it wouldn’t let me assign any new domains to that paid-for license.

As a result of not being able to do this, I had to pay another $70 to get this support contract renewed just to ask about that. I don’t want 3.x at this time for those 3 licenses.

[Leah]

Hi Richard,

Thanks so much for the clarification. That really helped me understand the issue at hand.

Simply put, I want to use the 3 licenses I’ve already purchased previously. But it wouldn’t let me assign any new domains to that paid-for license.

When you purchase a license, you get 1 year of support, updates, and downloads. After the year is up, the license will not longer work unless you renew. That’s why you weren’t able to add it to any other sites. The renewal is not only for support, but for the license itself, and the update privileges that come with it. The plugin continues to function, but you can’t add it to other sites or update the the latest version once the license is expired.

Happily, since you’ve now renewed your license in order to post here, you have also renewed your ability to move the license keys around, and to download and update to the latest plugin releases. If you still need to move the license key to a different site, check out this mini tutorial on the subject. And of course we’d be happy to help out with that process here on the forums as well.

I hope that helps resolve the issue. I apologize for the inconvenience, and I want to make things right. If you’d like, I can provide a partial refund on your most recent purchase (a belated discount, effectively) or a free license for one of our other add-on plugins. If you’re interested, send me at email ([email protected]).

Best,
Leah

[Rich Yessian]

Ok.. so do you mean that each year our installs of ECP will no longer work at all without renewing? I thought we were buying a license that allows us to install the latest version that will work indefinitely. But just if our support runs out, we aren’t able to update any longer.
I guess I’m not clear… if I pay for a 3-pack business license, and install it on 3 sites… will ECP work “forever”? But if I don’t have an active support contract, I just won’t ever be able to update it past that version?

So, in essence it sounds like because I didn’t register all 3 sites I wanted to use before my support expired, I can’t assign it to anything?

[Leah]

Hi Rich,

The plugin itself will continue to function in its current version, but you will not be able to move it around once the license is expired.

So, in essence it sounds like because I didn’t register all 3 sites I wanted to use before my support expired, I can’t assign it to anything?

That is correct.

Cheers,
Leah

[Rich Yessian]

Ok.. understand. Unfortunate that I didn’t know that when buying a 3pack. I guess I’ll make sure we are only buying the licenses we need at the time.
thanks

[Leah]

Hey Rich,

I’m glad we could get things cleared up, and I apologize if things weren’t clear from the get-go. I appreciate your support and patience. Let me know if there’s anything else I can do here.

Cheers,
Leah

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