Activation / code is valid but used on another site

Support
#1

Hello,

We’re having trouble figuring out why one of our sites is unable to validate X.
The purchase code does not seem to have a conflict / is not being in use on any other existing sites using X.

We have purchase confirmation from Envato but it is not showing up under https://theme.co/apex/licenses.

Could you help figure what went wrong.

Thank you

#2

Hello Daniel,

Thanks for writing in!

I checked the purchase code and the same is registered with a different user account (please see secure note for user name). Do you know the person owning the account or if you have multiple account and want to port the licence to this account, you will have to unlock the licence in other account and then register the same to your current account.

Please do the following to transfer the licence:

  1. Under Licence Manager page click on the padlock icon to unlock the licence. Unlocking a license is like freeing a license from your account. Once unlocked, it allows the license to be transferred/registered to another apex account. Please unlock the licence from current account and then re register the license in different account.

https://theme.co/apex/licenses

  1. After that login to the account where you want transfer the licence.
  2. Under Licences, click on Register Licence button and paste the purchase code.

Thanks.

1 Like
#3

Thanks so much for the info.
Yes that person originally developed the site and must have purchased the theme under their account rather than under our company. It won’t be a problem to have him transfer it back to us.

Thanks again for your help and will let you know if there are any issues.

#4

You’re most welcome, Daniel.

#5

Hi there,

Still getting same message “License already in use” when I try to add it to ours.

The gentleman who had purchased it under his account says he followed your steps to unlock.

Not sure what went wrong.

Thanks for your help.

#6

Hello Daniel,

I have just checked the account where the license is in and it is still locked:

So kindly ask your contact person of that account and have them unlock the license so that you can register it to your account.

All the needs to do is click the lock icon then click ‘Unlock this license’ from the prompt to unlock it.

Thank you.

#7

Thank you for checking. Will let them know.

#8

You’re welcome!

#9

Unlocked license on other account, still getting message it is in use when trying to transfer to our account.

Not sure if it takes a while to unlock?

Thanks

#10

Hey Daniel,

I see the license is now unlocked. There might be a problem in our system. I’ll forward this to our systems administrator.

Please stay tuned.

Thanks.

1 Like
#11

Hey Daniel,

Thanks for your patience. I’ve manually detached it from the old account, so you can register it again now.

Thanks again, and have a great day.

1 Like
#12

All done!

Thanks for your assistance.

Have a great day :slight_smile:

#13

You’re very welcome. Glad you’re all sorted now :slight_smile:

#14

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