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Subscription renewal has been back-ordered for three months

commlinx2

On June 16 I placed an order with Element 14 Australia (order confirmation 15456928) for a license renewal, my license wasn't due to expire until August 31 but I thought I'd do it before the June 30 end of financial year in Australia. Since then I've been in contact with Australian customer support every 2-3 weeks and also several times with someone from the UK division who sent an automated e-mail when the license was due to expire and they've all pretty much said the same "we'll look into this" and that's the last I hear until next time I ask.

 

It's getting a bit ridiculous and now I'm starting a project that I want to use some vault components for and I can't access it. I wondered if someone a bit more senior from Element 14 could look into this and makes sure something is done or perhaps someone from Altium could provide me with a temporary license until it's sorted out?

  • Sorry to hear your maintenance has not yet renewed. Can you confirm that you are signing in to CS with your email address (as used on the forum here) and that you have tried the activate/re-activate button on the license page of CircuitStudio. Has the software really stopped working or just the maintenance that has expired? Please feel free to reply directly if you wish.

  • in reply to e14softwareuk

    Hi Peter, I'm using the same e-mail address as here but hadn't tried the activate button. Under that page I see the original temporary license plus the one with an infinite expiry date where the subscription ended, when I press activate on that it says "Unable to identify license". The software is still working but I assumed I wouldn't be able to access the content vault, but it does appear to be working as well I thought I would have needed a current subscription for that?

  • in reply to commlinx2

    Your subscription is current, it was renewed 27th July 2017, so you should have full access to everything. Can you send through a screenshot of the error when you try to reactivate the full license and I will ask Altium to investigate.

  • in reply to e14softwareuk

    Hi Peter, just to let you know this was resolved this morning. I received a confirmation e-mail from Altium and when I went back in and did a refresh on my license the maintenance expiry date updated. Thanks for your help.