License support --

Where do I go for license support? I renewed a license from 2015 and the system won’t let me add the purchase code, so X won’t validate/update.


Hello John,

Thanks for writing in!

Please check the license is you already have added it in your account. You can manage it in

And to validate X properly, please do the following:
1] Please login to your APEX account and assign the license. You need to assign the license to your site using this url: You have to make sure that url you just assign is the same as the one you have in your settings, Settings > General > Site Address
2] Go back to X > Validation, and insert the license code.

And please review the changes that we made on how you are going to validated your X theme because we made a big change in the process. Please check it out here:

Please let us know how it goes.

The problem is the system is telling me the license is already assigned elsewhere. I’m about 99.999% which site it’s for. It’s a site I still manage. But that license is not in my account and it won’t let me put it there. Can I tell you the domain and the license so you can confirm? I thought it was in my own account but it isn’t and I suspect the organization the license is for has no idea who or if they ever created an account.


The license was originally purchased 11/20/2015 (or 11/21). It would have been for I can provide the license if this support thread is private.


Hello John,

Please provide the license and the domain it was assigned so that we can check it. For the meantime, did you have any other account in the Apex? Maybe you have another account and you used the license in the other account.

Kindly post the license and domain in a secure note. To know how to create a secure note, please check this out:


I have one other themeco login but it errors out and I don’t have an email address for it so I’ve got no way to tell

I left a secure note above. Please check and let me know. Thanks!

Hey John,

This has been forwarded to our leadership team for review. Please stay tuned.


Hey John,

I’ve gone ahead and moved that license over to this account manually now.

Thanks for building with X, and have a great day!

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