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Cale Bergh
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April 28, 2016 at 2:40 pm
Using EE4.
I hate to ask, since there are several posts already about this, however they usually appear to involve support staff “resetting” a key or something.
I’ve entered the key. I’ve double-checked no spaces at beginning / end. The key is a bit odd, has “_FREE” at the end of it. Tried without that (didn’t work either). I’ve removed the key completely, saved, put the key back in, saved.
Unfortunately I don’t know what to do next other than ask for support.
Thank you!
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Tony
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April 28, 2016 at 3:10 pm
Hi Cale,
Please do feel free to post up any problems you have, we are always here to help.
I’ve double-checked no spaces at beginning / end. The key is a bit odd, has “_FREE” at the end of it.
The _FREE key is intended to be used within Event Espresso Decaf and will not allow you to update the full version of EE, so you want to use the key with that.
However, on your site you currently have EE3 running.
Your license is for EE4, which is why the automatic update is not working.
EE3 and EE4 are actually 2 separate products and EE4 is not just an update to EE3. So you can update to EE4 and your data should migrate over, however I would highly recommend doing so on a development copy of the site first. EE4 works in a completely different way to EE4 and if your not expecting that it can be a bit of a panic to get it running how you want.
Or you can switch over your license to an EE3 license and update to the latest version of EE3 right now, then you can switch over to EE4 whenever your ready (EE3 licenses are given access to EE4 so you can migrate over when it suits).
So lets start with the easiest question, would you simply like to update EE3 to the latest version or change over to EE4 on the site?
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Cale Bergh
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May 3, 2016 at 8:17 am
Hello – thanks for the reply.
The license I purchased (on 04/27/2016) is for a new / different site than the one that is / was already registered.
That site (sterling) IS on EE3.
The new site is on EE4.
I cannot enter the license on the new site, for the EE4 product.
Thank you!
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Lorenzo Orlando Caum
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May 3, 2016 at 8:55 am
Hi Cale,
A support license key will link to one site at a time. What is happening here is that your support license has changed as the current one is for Event Espresso 4.
That support license is currently linked to your existing site (although it will not be able to update Event Espresso 3).
To allow you to update the new site, I’ll need to release the it from the online subdomain.
Did you have any other questions before we make that change?
Thanks
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Lorenzo
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Cale Bergh
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May 3, 2016 at 9:08 am
Hi Lorenzo:
Thank you for your help.
Why did my new license – a completely separate purchase – automatically “connect” to that installation? I would like to have two licenses – one is (clearly) expired (that is a client of ours, and they aren’t willing to upgrade at this time) – but the other I would like associated with the separate, new site.
If removing it from the (sterling) site and allowing me to connect it to a new site is the only way, then OK – but I’m confused as to why my new purchase was associated with that site at all.
Thank you!
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Lorenzo Orlando Caum
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May 3, 2016 at 9:22 am
Hi Cale,
You can’t have a mix of support licenses on a single account.
Lets say that you originally had a support license for Event Espresso 3 and it expired. Then a few months down the road, you purchased an Event Espresso 3 support license under the same account.
The website that is already linked on the account would immediately gain support services again without you having to make any other changes.
The reason why its working a little differently now is that the previous support license was for Event Espresso 3 and the current one is for Event Espresso 4. An Event Espresso 4 support license can update the Event Espresso 4 software only.
I’ve released the support license key so you’ll be able to activate it on the new site which is using Event Espresso 4. That can be done through WP-admin (WP dashboard) –> Event Espresso –> General Settings.
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Lorenzo
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