X license is not validated

Support
#1

Hi,
I am having trouble validating my X theme licence. It was working till last Friday and when I logged in this morning WP is giving me the following alert:
image

But when I log in to my Themeco account to get the licence code I don’t see where can I find it…
Can you please assist. It is urgent I can’t edit the content on my site.

Thank you,
Tarnum

#2

Hi Tarnum,

Would you mind allowing me to login to your site to take a closer look? We’ve been working on addressing issues with validation and there are a few edge cases we’re trying to solve. Checking your site directly would help tremendously if that was possible. If this is ok, you can add login credentials in a Secure Note. Thanks!

#3

Hi Alexander,
I have added the info in the secure note.

Thanks,
Tarnum

#4

Hi Tarnum,

Thanks! I’m logged in, but it looks like I might not have the right permissions. Could you please make this an admin account? We won’t make any changes aside from attempting to make the site validated. Thank you!

#5

Hi Alexander,
I have updated your permissions.

Thanks,
Tarnum

#6

Thanks! I’ve logged in and validated the site. Would you mind confirming it is working on your end? I believe it was effected by a issue we fixed over the weekend and it just needed the code to be re-entered.

#7

Great!
It works. Thank you for the quick fix.
Can you tell me where can I locate my licence key on themco account? I can’t seem to find it.

Regards,
Tarnum

#8

Hi Alexander

I get the same message today on one of my sites.

Please help.

Thank you,
Ralph

#9

Thanks for confirming Tarnum! Glad it’s working now. From your account dashboard you can expand the Single Licenses sidebar item to see everything added to your account.

Hi Ralph, if you open a new thread and add login credentials in a secure note I can take a look for you. Something you could try first is checking the site URL in your account and making sure it matches the site you’re working with. We saw some cases where sites that were moved to a different URL stayed validated even though the URL wasn’t updated. After we pushed out the new account system those sites unfortunately lost validation. Either way, we’ll help make sure everything is working for you!

#10

Thank you for all your help, Alexander.

Stay safe,
Tarnum

#11

You’re most welcome!

#12

Hi Alexander,
I am facing the same issue again today. Not sure what exactly happened. Can you please take a look again?

Thank you,
Tarnum

#13

Thanks for the heads up Tarnum, it looks like we might have a conflict with WPML. Looking into it.

Hi @brambrink would you happen to be using WPML as well?

#14

I’m also having this issue on both my sites. It says that the key is correct but it looks like it’s being used for another site. On my themeco dashboard it looks like it’s all correct on that end. Not sure what is up

#15

Hi @Drosera ,

Could you try clearing the URL in your Themeco account, then trying to validate again? If that doesn’t work, you can open your own thread and include a Secure Note with login credentials and we can take a look.

#16

Hi @alexander,
Any updates on this yet?

Thank you,
Tarnum

#17

Hello Tarnum,

I went ahead and have successfully validated your site. I went to your license page and have updated the site url assigned to the license code. See the secure note.

Please check your site now.

#18

Great!
Thanks a lot @alexander.

Stay safe,
Tarnum

#19

You are most welcome!

#20

This topic was automatically closed 10 days after the last reply. New replies are no longer allowed.