Received license key renewal receipt, but plugin has not been updated

This topic has 7 replies, 2 voices, and was last updated 4 months, 1 week ago by purecobalt.

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September 6, 2019 at 12:15 AM #16004

Resolved purecobalt
Participant

I received the receipt for my metabox account renewal saying it was successful, however the plugins have not been updated/renewed and my metabox account still reflects that I need to renew the license. I have the receipt – who can I contact for support on this issue?
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September 6, 2019 at 8:32 AM #16007

Anh Tran
Keymaster

Hi, can you check if the email you used in the recent purchase is the same as your account email? We use emails to identify license expiry time. If you use 2 emails, then the system thinks there are 2 accounts.

If that’s the case, please just tell me the email you used recently, and I’ll change it to your account’s email. Then you’ll see the renewal in your account page.

September 6, 2019 at 8:50 PM #16019

purecobalt
Participant

Hi Anh, yes it seems there was a mixup with the emails – the correct one should be @purecobalt.com">spike@purecobalt.com and the renewal license seemed to renew on @purecobalt.com">ranking@purecobalt.com. Please let me know when this is resolved. Thanks for your help!

September 6, 2019 at 9:57 PM #16020

Anh Tran
Keymaster

It’s done. Please check your account.

September 7, 2019 at 1:44 AM #16022

purecobalt
Participant

Anh, everything seems to be working now, thank you!

September 12, 2019 at 2:32 AM #16078

purecobalt
Participant

Hi again Anh,

It appears the renewal license has stopped working. Not sure what is going on but both the accounts we have say that the license key is updated, however neither of the license keys work when entering them in our relevant WP plugins. Any idea what is happening here?

September 12, 2019 at 10:56 AM #16085

Anh Tran
Keymaster

Hi,

Can you please give me more details on how you “enter them in our relevant WP plugins”? Do you set the license key programmatically?

September 12, 2019 at 9:55 PM #16097

purecobalt
Participant

In the wordpress CMS backend I would go to Extensions>MetaBox>License Key. After I enter the new license key, it returns this message: Le lien suivi est expiré. I’ve tried this with both license keys from our two accounts and it always returns the same message.
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