Can not update payment method and my license is expired

By MrDude on Fri, 10/01/2021 - 18:54

Hi,

 

I cannot update my payment method and my license is expired. I have an app that is not working and people are waiting. 

 

I've been trying to get in contact with you with no respons. This is urgent!

 

Kind regards

Philip 

Hello,

Please open a ticket with our billing team and provide the relevant information:

https://developer.vuforia.com/support/contact/billing

Thanks,

Vuforia Engine Support

Device Initialization

By ClarKOITC on Thu, 09/23/2021 - 07:50

 

How often does "Device Initialization" update?

The state seems not updated immediately.

 

And is the Monthly Basis starts from 1st day?

Thanks a lot.

Hey there,

 

Sorry for the delay in response. I'll get back to you! 

 

Kind regards,

Patrick Scheper

Technical Community Manager

Attachment
device initialization -1.png

Getting Pro License information

By medabit on Mon, 10/04/2021 - 18:08

Hi

 

judging from the other forum-posts it seems, the only way to get a contact to the sales team is to write a post myself :)

I´ve filled out the contactform multiple times, but don´t get any feedback. I need a quote for a pro-license for one of my clients.

Please forward my mail-adress to the sales-team: m.kruecken@variety-labs.com

 

thanks and best regards

Maik Krücken

I can't get the Vuforia Engine license key

By itdinovacao on Fri, 09/03/2021 - 14:13

We've purchased a Vuforia Engine license for our app, but I can't get the key to upgrade in our app. How shall we proceed?

Hey there,

 

You should create a support ticket via the support center. Scroll down to "Production Support" and choose as category "License Manager". 

 

Kind regards,

Patrick Scheper

License has been suspended,No Response!!

By fishreddington24 on Sun, 07/25/2021 - 12:23

 

Our license has been marked as suspended because of outdated credit card payment info, Firstly, its not overdue yet, only because the outdated credit card info and the vuforia auto-renew system tried a couple of times? Secondly, after we have updated credit card info, there is no useful response. Still black screen and suspended.Our app has stopped running for almost four days, now what?????

Hi,

please, check if the credit card is valid and the correct information is given  in the payment info. I will report a license issue to the Vuforia Engine license  team. Temporary I will try to activate the license until the license team will look on it.

BR

Cannot purchase a new license

By adrianzande on Wed, 07/21/2021 - 00:53

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.

adrianzande

Wed, 07/21/2021 - 23:26

Permalink

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.

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

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.

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

adrianzande

Mon, 07/26/2021 - 00:58

Permalink

Hi Roland,

Thanks for reactivating the account.

adrianzande

Tue, 07/27/2021 - 23:32

Permalink

Hi Roland,

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

Thanks.

Hi,

I checked your licenses to your user account

Hello,

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

"Hello,

License Expired + Need Renewal

By annajeyler on Fri, 07/09/2021 - 13:37

Like many of you here, I am trying to get the license renewed for my application. It has been several days with no response and I've sent multiple e-mails to no avail.

Here is my most recent case number: 15968133. Here is my old case number: 15965342

What is the type of license?

By fumiaki on Mon, 07/05/2021 - 11:36

I am planning to sell cups with marks on them. The content will be an app created in Vuforia that will read the mark on the cup and display a message. The app will be distributed free of charge. My company will be a small company with about $200,000 in sales. In this case, is there any problem with the license "Basic"? Please reply.

Thanks for contacting me.
With the content I'm creating now, it may be a PRO license.
I have purchased the cheapest plan I could find.
How much does a pro license cost?

Hi,

I sent the contact e-mail for  your account t(for user fumiaki) to the Vuforia sales team, so I hope they will contact you soon and will  provide the requested information. Thanks!

BR

Vuforia Engine Support

Trying to get a Pro License

By reliavl on Thu, 05/27/2021 - 13:53

Hi, 

I've been trying to reach out for weeks because I want to get pricing for a Pro license but have not gotten any response. I used my gmail account and I thought maybe you don't respond to emails that are from common mail provider domains. 

Please reach out as this is bothersome and slowing down my business.

Hi, what is the e-mail where your want to the receive the information- ( is it the same as  the  user account user : reliavl - if not then please , let me know, otherwise I will forward your e-mail (user :reliavl ) to the PTC sales team requesting  information about pricing of Pro

fajigajgia

Sun, 06/13/2021 - 00:55

Permalink

Posting here too, because I've been trying to reach out to the sales team for months and have never gotten a reply about pro license pricing....or anything for that matter.

Hello @fajigajgia,

now I forwarded an request for pricing information for the e-mail of user  fajigajgia ( please, let me know if another e-mail should be used)

Hi @reliavl,

bkaraceylan

Fri, 06/25/2021 - 13:39

Permalink

Hello,

 

We've been filling the contact forms on Vuforia pricing page and PTC partnership page for months too. 

Are the contact forms not working? I'd like to get in touch with someone.

 

Thank you

Hello,

We have the same issue. Filling out the form twice but no response, yet.
And i can not find any other way to get in contact.

Thanks

Hello @FeldNico,

unfortunately is not clear what is the issue. You need info about pricing or renewal and what is the required license. I suppose you want pricing information about Pro License.

I will ask the sales team to contact you using the user e-mail for your profile.

I can use Classic licensed for AR BOOK

By Apichai on Tue, 05/25/2021 - 13:33

Dear sir

I have question about : I have classic licensed, I can use it for my AR book. 

Hello,

unfortunatelly, so far I know is not possible. You can check the following link to check the current Vuforia Development Agreement

Best Regards

Vuforia Technical Support

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