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Suspended License

September 11, 2017 - 9:37am #27

Hello,

I just logged in and discovered one of my licenses has been suspended. I am uncertain as to why this happened and am inclined to think it has to do with the maintenance that just ended. It says "OpsAdmin8" was the one responsible for the suspension but no reason was giver for it (at least I could not find it).

 

I would really appreciate is someone could explain and, hopefully, fix this issue

Suspended License

September 11, 2017 - 4:41pm #26


Hello blacklab,

Someone will be reaching out to you about this.

Thanks,

-Vuforia Support

Suspended License

October 4, 2017 - 2:39am #25

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.

Suspended License

October 4, 2017 - 6:27am #24

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

Suspended License

August 28, 2018 - 4:46pm #23

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.

 

Suspended License

August 29, 2018 - 10:44am #22

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

Suspended License

June 24, 2019 - 1:04pm #21

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.

Suspended License

June 25, 2019 - 3:53am #20

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

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

Suspended License

June 25, 2019 - 6:40am #19

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.

Suspended License

June 25, 2019 - 11:18am #18

Hello @adalive,

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

Thanks,

Vuforia Engine Support

Suspended License

June 25, 2019 - 11:21am #17

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

Suspended License

June 25, 2019 - 11:23am #16

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

Suspended License

October 14, 2019 - 5:43am #15

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

Suspended License

October 14, 2019 - 5:52am #14

Hi,

I've escalated the issue to our Billing department.

Thank you.

Vuforia Engine Support

 

Suspended License

November 11, 2019 - 8:24pm #13

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

Suspended License

November 12, 2019 - 12:14am #12

Hi @ranggabima,

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

Thank you.

Vuforia Engine Support

Suspended License

December 28, 2020 - 6:20am #11

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?

Suspended License

January 5, 2021 - 5:38am #10

Hi,

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

Thank you.

Vuforia Engine Support

Suspended License

January 21, 2021 - 6:34pm #9

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

Suspended License

January 22, 2021 - 12:45am #8

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

Suspended License

January 22, 2021 - 2:01am #7

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

Suspended License

March 31, 2021 - 6:45am #6

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? 

Suspended License

April 2, 2021 - 2:40am #5

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

 

Suspended License

May 3, 2021 - 2:41pm #4

hello vuforia, for the second time my license key has been suspended, this is because the credit card billing time limit that I used runs out, after that I tried to update using a new credit card but it was always rejected. I have tried to send my problem to the vuforia support team but there is no reply. please help please ..

Suspended License

May 4, 2021 - 1:23am #3

Hi @diskominfos2020,

I was able to find 2 tickets regarding suspended licenses from January but not a recent one. You would need to raise another ticket with the Biling department.

Please fill our this form: https://developer.vuforia.com/support/contact/billing

Thakn you for your understanding.

Vuforia Engine Support

Suspended License

May 4, 2021 - 2:44pm #2

I have sent the form several times but there was no further response. please help

Suspended License

May 6, 2021 - 9:19am #1

Hi,

as suggested in previous post when you call the link https://developer.vuforia.com/support/contact/billing it should  call the following form:

https://developer.vuforia.com/sites/default/files/2021-05-06_18-02-24.jpg">

When you submit this request then it should display the new case number - example:

https://developer.vuforia.com/sites/default/files/2021-05-06_18-02-42.jpg">

In my test case it was the number 15877252.  Could you  provide, please, the generated case number for you case so we can search in our system.

If you could not remember the old case numbers , then you can repeat the request and notice  the generated case number and provide it as reference.

Thanks

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