Hi @inayo,

It depends on the status of the license and for how long it was with that status.

A license is suspended if a payment does not go through, customer receives from us warning e-mail that something is wrong etc.

-> customer updated biling information, payment goes through, license is reactivated

-> customer doesn't do anything, payment does not go through, license is cancelled -> this cannot be reacitvated

My understanding is that for a period of time, a suspended licenses can be reactivated if the payemnt goes through, afterwards the customer needs to purchase a new license.

Hope it helps.

Thank you.

Vuforia Engine Support

Hi, a client has experienced the same issue. They have paid for a license but the license remains suspended. 

How do we un-suspend the license? 

I have not received a reply email regarding the problem I submitted, and I have seen that the credit card I used has paid the bill, but why was it suspended

Hi @diskominfos2020,

I checked the case and it is with the right team, Billing. I've asked them to prioriise the case.

Thank you for your understanding.

Vuforia Engine Support

We'd received this LICENSE SUSPENDED notification and tried to contact the support by site, but we do not receive an answer so far.

Before this, i got an email about my credit card declined, We tried to update Payment Method a lot of times but it didn't worked and now my license was suspended, 

We would like to understand the reasons why our License was suspended and do the possible with the Vuforia Support team to correct it as soon as possible.

How could I get back my key licenses? Please Help

Case #15719422

Hi,

I checked and the case has been resolved on the 30rd of Dec.

Thank you.

Vuforia Engine Support

Hi,

Our license has been suspended since this morning.

We checked and the credit card is correct and we have no late payments.

We have already sent a call (# 15688990) through https://developer.vuforia.com/support/contact/billing and our case is not yet resolved.

Can you prioritize that, please?

Hi @ranggabima,

Please contact your billing department: https://developer.vuforia.com/support/contact/billing

Thank you.

Vuforia Engine Support

Hi,

I've updated my billing information but my license is still suspended.

Can you provide me any assistance as soon as possible? Thank you

Hi,

I've escalated the issue to our Billing department.

Thank you.

Vuforia Engine Support

Hello,

Our licence was suspended because a credit card change. We tried to update Payment Method a lot of times but it didn't worked. Our app will be launched tomorrow, could you inform how to proceed?

Thank you for your attention!

Case #15110044

Hello @DevCriativando,

I see that the support team did respond to you, and provided steps to resolve the issue on your side.

Thanks,

Vuforia Engine Support

Hello @weltonUltra,

I see that the support team did respond to you, and provided steps to resolve the issue on your side.

Thanks,

Vuforia Engine Support

Hello @adalive,

I see that support responded that your payment was processed and your license was resumed.

Thanks,

Vuforia Engine Support

We'd received this "LICENSE SUSPENDED" notification and tried to contact the support by site, but we do not receive an answer so far.

We would like to understand the reasons why our License was suspended and do the possible with the Vuforia Support team to correct it as soon as possible.

My license has been suspended, but payment has been made.

I have been in touch with you for several days but no return.

I've run across the same issue. Trying to solve it asap as I currently have an app in the app store that is no longer working because of it. I've filled out the form and submitted it to billing but no response yet. Please help.

Petieparker wrote:

I've run across the same issue. Trying to solve it asap as I currently have an app in the app store that is no longer working because of it. I've filled out the form and submitted it to billing but no response yet. Please help.

 

Our billing team should have reached out to you at this point. If you have not heard from them please let me know and I'll investigate.

Thanks,

Vuforia Engine Support

I've run across the same issue. Trying to solve it asap as I currently have an app in the app store that is no longer working because of it. I've filled out the form and submitted it to billing but no response yet. Please help.

Hello DuMontKalenderverlag,

If you filled out this form: https://developer.vuforia.com/support/contact/billing support will reach out to you shortly.

Thanks,

-Vuforia Support

The same happened to two of our license?

Our apps are already in the store and not working anymore. Why is that?

We have already written a message to the customer service.



Please help us fast. This is very urgent, because users are getting mad.

Hello blacklab,

Someone will be reaching out to you about this.

Thanks,

-Vuforia Support