"Could not locate an active license for the provided key"- cannot proceed from here.

ljdb
ljdb
Community Member
in Mac

I got the above message when trying to upgrade to 4 (mac) "Could not locate an active license for the provided key". The license number is definitely correct. Even if expired, it won't proceed past this error message to tell me what my options are/offer discount/etc.
?

Comments

  • danco
    danco
    Volunteer Moderator

    AgileBits staff will be along to help, but as it's the weekend it may take some time. They can check your license.

    Meanwhile, I note that you say the license is definitely correct. Are you absolutely sure that you have not confused O (upper case 'o') and 0 (zero) or l (lower case of L) and 1 (one).

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @ljdb,

    I checked our records for the email address you're using here in the forums but I couldn't find a record. As I couldn't easily find you can I ask you to do the following for us please.

    I'd like you to email us at support+licenses@agilebits.com. In the email I'd like you add the following information.

    1. Your full name as you would have used at the time of purchase.
    2. Your email address that you used for the purchase. If you have multiple email addresses and aren't sure please list as many as you know. We can check all you list.
    3. If you're happy to do so, the licence key as well should be another way to identify your purchase.
    4. A link to this thread.

    Once you've done that you should receive an automated response from our ticketing system with a ticket ID. If you were to post that ticket ID here it would help us find your ticket. Once you do that somebody should be touch soon to help resolve this.

    Please don't post your licence key here as these forums are public and that's something you don't want out there :smile:

This discussion has been closed.