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Cannot purchase a new license

July 20, 2021 - 5:53pm #1

I'm unable to purchase a new Basic + Cloud license. I asked if a cancelled (but not deleted) license can be renewed, and Jacky Ding responded via email saying that I'll need to purchase a new one. Fine. I go to the Pricing page, click 'Buy', and click 'Confirm' in the pop-up that appears. A new tab opens and takes me back to the Pricing page.

I asked Jacky about it, and his response, to me saying the Pricing page was broken, was "Most of our customers purchase new licenses via our Pricing page".

I took a screen recording of the issue and uploaded it to my Google Drive. The recording is here.

If anyone has any ideas, that would be great. I've also logged a ticket with support already, and sent a response to Jacky, but I have a feeling it's going to be a while before I get a response.

Thanks.

Cannot purchase a new license

July 30, 2021 - 8:38am #12

Hello,

I did some research on this and found the following response to a case opened on 7/13/21:

"Hello,

Your Basic + Cloud has been systematically cancelled after four unsuccessful attempts to charge your payment in due. We could not renew a license that has expired/ been cancelled.

Please try to update your credit card details in order for us to release the restriction on your account that could give you the possibility of purchasing a new license.

Best regards,

Vuforia Ops"

Looks like the message above was sent to the account associated with the license (adrian@*****.com.au).

Unfortunately, once a license has been cancelled, there is no way to administratively reinstate it. A new license will have to be purchased.

Apologies for the inconvenience.

Thanks,

Vuforia Engine Support

Cannot purchase a new license

July 29, 2021 - 4:15pm #11

Hi Roland,

These are the only three licenses I can see on my account at the moment. What I was asking for is if we can re-enable the middle one, from Apr 08, 2021. We don't want to have to fix all of our targets, and we bought a new license because we're on a deadline, but if the middle license can be re-activated, we won't need to change anything.

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Cannot purchase a new license

July 28, 2021 - 12:47am #10

Hi,

I checked your licenses to your user account

The first and the last licenses in the list are now active. I reactivated the first license and it should actually work but as mentioned it is only temporary solution to be able to work until there is answer form license team because it is not within my competency to decide this. I reported a license issue. About the license status -I set it already to active -  status is now active . You can check your licenses on the developer account. I do not think that activating will change the license, but not sure. Please, check the licenses in your license list. Thanks

Best Regards

Vuforia Engine Support

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Cannot purchase a new license

July 27, 2021 - 4:32pm #9

Hi Roland,

Just checking what the go is with reactivating the cancelled license on my account?

Thanks.

Cannot purchase a new license

July 25, 2021 - 5:58pm #8

Hi Roland,

Thanks for reactivating the account.

If we purchase a new license, we need to go through the process of rebuilding and re-releasing our app. Now that our account is activated again, are you able to reactivate the Basic + Cloud Deployment key with the UUID of a3b614a41d9e4796bdd0aca64f08531e?

The key isn't deleted, so it should be fine to reactivate.

Thanks.

Cannot purchase a new license

July 23, 2021 - 1:31am #7

Hi,

I see there are 4 license where 2 have status deleted and one Basic + Cloud  is canceled in Apr 2021 ,  but one developer license is still active. Therefore I set now the account as active. I hope this helps!

BR

Vuforia Engine Support

Cannot purchase a new license

July 22, 2021 - 5:04pm #6

Hi Roland.

Sorry, I replied with the wrong account. Can you please check THIS account (adrianzande) and see why it's restricted.

The SmarteSupport account is not restricted. Please check why the adrianzande account is.

Thanks.

Cannot purchase a new license

July 22, 2021 - 4:17am #5

Hello , checked account for user SmarteSupporrt

It is active now and licenses Basic + Cloud active and developer active - so it should work. Possibly it was some delay . Thanks

BR

Vuforia Engine Support

Cannot purchase a new license

July 21, 2021 - 4:51pm #4

Also, it says my account is 'Restricted', and I have no idea why?

Cannot purchase a new license

July 21, 2021 - 4:26pm #3

Hi Roland,

That didn't work. I opened five tabs in a row - every time I clicked 'Confirm', it just opened a new tab. I also turned off my adblocker, and it still didn't work. Do you have any other ideas?

Thanks.

Cannot purchase a new license

July 21, 2021 - 2:09am #2

Hi,

the process might be strange, but once you are redirected to the PTC pricing page, you need to again select the license click on Confirm. Afterwards, you need to have a Valid VAT ID and you can purchase it. The VAT ID you can see in your payment method or in the billing statements. Feedback for improvement of the purchasing process was sent to the sales team

Thanks

Vuforia Engine Support

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