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I purchased an upgrade yesterday (order number 671964) and payment has cleared but there is still no licence available. What should I do?
I purchased an upgrade yesterday (order number 671964) and payment has cleared but there is still no licence available. What should I do?
Hello Renuka Wikramasinha
You purchased an upgrade from 2017 to 2021 so in order to have the 2021 license in your account you need to process the upgrade as described in this article: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039975
Thank you,
Sorin
Hi,
I've followed the steps in the article but get the error message Activation failed. Invalid Product Key when I copy and paste the key in the wizard.
My account now says that 1 (of the two licences) is in use but when I open Studio 2021 it still asks for a product activation key and then continues to give the error message Activation Failed. Invalid Product Key and returns to the trial version.
Hello Renuka Wikramasinha
You can skip the steps with deactivation the 2017 license. You need to click on Your available Upgrades > Upgrade > Process Upgrade and wait until the 2021 license code is generated.
Then activate that code in Studio 2021.
Thank you,
Sorin
Although activation has failed every time (the license apparently didn't change after processing the upgrade) in my account it says that 1 license is in use...
Hello Renuka Wikramasinha
I`ve just checked your account and noticed that you managed to upgrade and activate the license. Can you confirm if everything is ok now?
Thank you,
Sorin
Indeed - everything's up and running now! Apparently the 'Upgrade Process' button was initially not working but eventually I got the new product key. Thanks for your help.