Renewal licence key for Events Calendar Pro is not working

[John]

Hi there,

Sorry to have to use this forum to get help. I tried to report this issue through the Events Calendar Pro forum, but it will not let me create a post, and this appears to be the only other option that I can use to request help..

I Just purchased a renewal licence key on behalf of my client. This was a renewal of an existing licence that was originally purchased by another developer, so I made the renewal purchase in my own new account.

However, the download link in the order confirmation page (in additiona to the similar link in the confirmation email) shows me the following error message: “503 ( Expired License Key ): Sorry, your access to this file has expired. Please contact The Events Calendar Support for assistance.”

On my account page the renewal is clearly listed, and I have copied the renewal code into my client site, but unfortunately the update also failed with the followiing error message: “An error occurred while updating The Events Calendar PRO: Update package not available.”

When I view my accounts page the order for the renewal is clearly visible, and I can click into the order details etc, but when I click the downloads link, I get the following message: “Looks like you don’t have any downloads. Want one? Why not buy one of our plugins!”.

I then clicked the Lincense Keys link and get this message: “No Licenses Found [line break] Have questions about using your license keys? Check out our License Key FAQ.”

Please advise what has gone wrong, and how can I fix it.

The site in question is http://www.sharonhurst.co.uk, and I purchased the renewal licence on order ID #1318019

The original license renewal notice was sent to my designer (e.g. Sam Owens – email: [email protected]) as she made the initial licence purchase in her name for the site, and as I have taken over the ongoing support for this site, I need to be able to renew the subscriptions etc from my own account and not her account.

[Caroline]

Hi John,

Thanks for taking the time to reach out, and I’m so sorry for the trouble here! License keys that are generated for individual product purchases are associated exclusively with the original purchasing account, and these licenses cannot be transferred between accounts by renewing with a different account. Creating a new account or logging in with a different account when renewing a license key will cause our renewal software to process a renewal for a license key that does not exist, resulting in issues such as those that you experienced here.

We’re happy to assist with email address changes or manual license key “transfers” (whereby a new license key is purchased or generated for the receiving account) over in email. In the future, should you need to perform any such administrative tasks, you can reach out to us for assistance using our contact form! We can take care of your renewal issue here quickly, but we just need to confirm a few bits of information outside of the public forums first–would you mind dropping us a quick message using this form? (Please select the option “Help accessing my account” from the drop-down menu to display the full email form.)

Let me know if you should have any other questions or concerns here! Thanks so much, and we’ll see you over in email! 🙂

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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