License isn't sticking and won't allow me to get updates

[Marc]

I’ve entered my license key multiple times, but I keep getting this message.

There is an update available for The Events Calendar PRO but your license key has not been entered. Please go to the Events Calendar Options page to enter your license key.

[Nico]

Howdy Marc,

Welcome to our support forums and thanks for reaching out to us. I’ll try to help you out getting this right!

If you go to http://theeventscalendar.com/my-account/license-keys, Do you see any configured sites in there? Is the site you are trying to connect the key with there? I see you hold a ‘Personal’ license that allows you to connect the license to just one site.

Maybe you are trying to set the key to a staging and to a live website as well? If that’s the case you can always move your license keys.

Please let me know if this helped you out,
Best,
Nico

[Marc]

Yes – I can see the site as a configured site on your License Keys page.

I tried disconnecting my site and then putting going back into the WordPress admin and entering the key again. When I go back to the license keys page on your site, it will again show the site as registered, but it doesn’t save within my WordPress install.

[Kristi]

I have the same problem. Hoping an answer will be posted here.

[terrizsolo]

I also have this problem – I’ve never been able to update the Pro plugin from within WordPress because the license never “sticks”! My WP guru says the license is in the database, so I’m not sure what is going on…

[Nico]

Hey folks,

Thanks for reporting this and sorry to know you are all being affected by this. While we are still not able to reproduce this on our end, I would like to suggest a step-by-step list for you to follow:

1 – Visit License Tab.
2 – Enter License Key.
3 – You get a Green License Valid Message.
4 – After you get the message you are then clicking “Save Changes”.
5 – Then you get a “License key(s) updated.” message near the top of the page.

Please indicate if going trough the steps works or in which one you are not able to continue (eg: I never get to the green license valid message) and we can continue to trouble from there,
Best,
Nico

[terrizsolo]

Ok, I forgot the “save changes” step – this time. But I know I’ve done this (save changes) in the past – at least the last two times there has been an Events Calendar plugin update, there is no corresponding Events Calendar Pro update noted, and when I go to Events > License, it is gone from that screen.

[terrizsolo]

I wonder if having an Events Calendar plugin update triggers something that makes the license key disappear. Not sure how to check for this except looking at the license key page every day until a plugin update is available – not very practical.

[terrizsolo]

Here’s an interesting twist. I was on Events Calendar 3.12.2 and Pro 3.12.1. Once I updated (and saved) my license, both were showing an upgrade available. I updated Events Calendar, went back to update the Pro plugin and no updates are shown as available! License is still there.

As directed, I went to Dashboard > Updates; it shows that there IS an update available for Pro; back to Plugins, now the update is showing again. Clicked to update. All good, I’m now on 3.12.3/3.12.2 (btw, why don’t the release numbers match? Kinda confusing.)

License is still there.

For previous Pro updates, not knowing what else to do, I’ve updated manually (download, delete Pro, upload plugin). I didn’t pay attention before to the sequence, so I’m not sure at what point the license “disappeared”. Maybe after the manual update?

[Kristi]

I followed the steps. The license validates and says “Valid Key! Expires on 2016-08-17”. When I click on another tab and come back to the license tab, it is gone.

[Nico]

Hi there folks,

Thanks for getting back to me on this!

@terrizsolo, thanks for confirming this is working now. Sometimes update notices don’t show up well for some sites and it’s necessary to go to ‘Dashboard > Updates’ instead. Regarding the version numbers: the first two number indicate the version of the plugin -3.12- which should be the same for all The Events Calendar plugins, and the third number is used for maintenance releases. If you notice your license don’t get saved or they get cleared out by an update please let us know in the forums.

@Kristi, sorry to hear about it 🙁 If you are hitting ‘Save Changes’ and doing everything as described we need to troubleshoot your case in deepth. Can you please open up a new thread for this? Link back to this one so you don’t have to explain everything twice! Can you please follow the steps described in our Testing for conflicts guide? Make sure to include the result of this test so we can see if this is a problem in our plugin or a conflict with the theme or other installed plugins.

@Marc, I’ll leave this thread open so you can follow-up when you have some news on this,

Cheers,
Nico

[terrizsolo]

Thanks Nico for the help and explaining about the version numbers 🙂

[Marc]

OK, I found the problem after I walked through your steps slowly.

After pasting the key in, I was hitting save immediately (which I would suspect most users are doing). The AJAX call that validates the key is a bit slow and only occurs when you click out of the license key field. So clicking the Save button was actually just validating the license and not saving it. I was receiving the Valid Key message but never the “Saved” message. So, before I click on the Save button, I had to tab out of the license key, wait a few seconds for the validation to run and then click on save.

[Nico]

Hey Marc,

I’m glad to hear this is solved for you as well 🙂

@Kristi, please take a look at Marc’s feedback, maybe you are in the same spot? If not please do open a new thread so someone in the team can look into your particular issue.

Thank you all for your feedback! I’ll be sure to let the dev team about it and see if something can be done to make the license key tab ‘safer’.

I’ll go ahead and close out this thread, but if you need help with anything else please don’t hesitate to create a new one and we will be happy to assist you.

Best,
Nico

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