Cornerstone says it needs Validated but I'm a Long-time User

Support
#1

I have a long-time license for X and purchased extended support just to be able to post this. The last update to X (I have it set to auto-updates) created the following message and has broken the website:

This Cornerstone license is ​ not validated ​

I click on Fix, enter my license code, and get this message:
This looks like a brand new purchase code that hasn’t been added to a Themeco account yet. Login to your existing account or register a new one to continue.

I login to my existing account and get this page:
You are logged in as ____ . Would you like to add the purchase code — to this account?

I click yes and then get redirected to this page:
https://theme.co/undefined

#2

Hello @clavejones,

Thanks for writing in! Please make sure that the X theme is active. You cannot use the X theme license code to validate the Cornerstone plugin. You may need to log in to your Themeco account or your Themeforest account to download the latest X theme 10.2.7 version and install the theme to your site.

Best Regards.

#3

X is indeed active. The validation is sticking up everything and breaking my site but nothing I do will accept the validation. And it is good. Like I said, I even purchased extended coverage to be able to post this.

#4

Hi @clavejones,

I have checked your Themeco Account and found that you have purchased a Pro license, I have also checked the listed website but didn’t find the X or Pro installed, it shows only the Cornerstone. It seems that you might have upgraded to Pro from X in the past, and now trying to validate the X or Cornerstone using the same license. I would suggest you please activate the Pro and try the listed license and check if that work for you or not.
If not, please provide login credentials for your site in a secure note to examine it further, including:

– WordPress Site URL & Login URL
– WordPress Admin username/password

To create a secure note, click the key icon underneath any of your posts.

secure-note
secure-note1040×250 15.3 KB

Thanks

#5

Hi @clavejones,

Unfortunately, the Admin URL of your website is not accessible and showing the Critical Error. I would suggest you check and let us know once it is ready to access.

Thanks

#6

Please try again. All plugins and themes are disabled so the Wordpress dashboard is accessible once again. I didn’t try to reactive X for fear I’d lose the dashboard again.

#7

Hi @clavejones,

I have checked by activating the Pro in your website and found it is already validated and the pages are working fine. As you have already converted X to Pro I would suggest you delete the X to avoid such confusion in the future.

Thanks

#8

Thank you, you are wonderful! Everything works and looks great. Thanks so much!

#9

Hi @clavejones,

Glad that we are able to help you.

Thanks

#10

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