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Inventory Purchasing
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July 17, 2015 at 2:48 pm
After renewing our license, we are experiencing the exact same issue as your other customer here: ( https://eventespresso.com/topic/support-key-license-is-invalid/ )
“I am receiving the following error message about updates:
An automatic update for Event Espresso is available but your Support License Key is invalid. Either you have entered the wrong key on the Event Espresso General Settings page (EE3+ users) or Your Organization Settings page (EE4+ users) OR you no longer have access to the updates for this plugin. Please log in to your Event Espresso account to manage your Support License Keys or purchase a support license right now.
I have a valid key showing up in the manage key page so I am not sure what the issue is with this. Thanks for your help.”
What do we need to do to have our key ‘reset’ in the same fashion?
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Jonathan Wilson
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July 17, 2015 at 3:26 pm
Hey there,
I’m sorry for the trouble. I am not sure what is going on there. I removed your old license key and issued a new one. Can you try that one?
Let me know if you have any issues.
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Lorenzo Orlando Caum
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July 17, 2015 at 3:53 pm
Hello, your current support license is for Event Espresso 4.
Would you happen to be using Event Espresso 3 on your site? You could check by going to your WP dashboard and then browsing to the Plugins screen.
Thanks
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Lorenzo
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Inventory Purchasing
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July 17, 2015 at 3:55 pm
I removed the old license key, submitted the blank form, and added the new license key, and I am still seeing the same message. From the invoice it looks like we purchased one for V4 and we have Version 3.1.36.4.P. I will speak with management here to figure out our next steps. I suspect we want to keep the existing product version and simply make it operational.
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Lorenzo Orlando Caum
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July 19, 2015 at 4:40 pm
Hi, that would be the cause of the issue that you are experiencing. An Event Espresso 4 support license will only allow updates for Event Espresso 4.
We can provide some options for switching to an Event Espresso 3 support license.
Please follow up with us here and include a link to this support post so we can help you:
sales [at] eventespresso.com
Thanks
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Lorenzo
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Inventory Purchasing
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July 20, 2015 at 7:42 am
We are interested in version 4. I am curious what the cost is for the upgrade, and if there is a substantial amount of configuration required to make the move? Thanks.
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Inventory Purchasing
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July 20, 2015 at 7:58 am
We’ve reviewed our options, we need to modify our purchase to obtain the license key for V3. Is this possible directly by communicating with you, or do we need to cancel / get a refund / place a new order?
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Tony
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July 20, 2015 at 12:50 pm
Hi there,
Our sales team can help with this but as this is a public forum we recommend contacting them directly.
The easiest method to do this is using the form available here:
https://eventespresso.com/contact/
Select Sales/Billing question, provide the relevant details and a member of our sales team will contact your shortly.
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Inventory Purchasing
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July 20, 2015 at 1:17 pm
I appreciate the assistance and understand the necessity for keeping certain information private. I do think this is sort of a roundabout way to get this resolved.
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Lorenzo Orlando Caum
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July 20, 2015 at 1:27 pm
Hi, we do try to keep private account-related questions out of our support forums since they are partially public.
I replied to your email that was sent to us. Please go ahead and reply to that email directly.
Thanks
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Lorenzo
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