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Kelly McKenzie
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June 12, 2018 at 3:02 pm
Bought an updated license, but site won’t recognize it. Removed code, saved, and added back, and still nothing.
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Josh
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June 12, 2018 at 4:28 pm
Hi Kelly,
We received your request for priority support. I’m afraid the log in information you sent was incorrect and no FTP information was included. Can you resend the support token form and please complete all the fields with correct information?
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Kelly McKenzie
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June 12, 2018 at 4:28 pm
I’ve tried twice to use a token for this, and it doesn’t seem to be working. My event is in 8 days and I’m desperate. Help please!
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Kelly McKenzie
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June 12, 2018 at 4:29 pm
I don’t have any FTP information that I know of. The login information should be correct. I can try to send again. Sorry for being difficult.
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Josh
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June 12, 2018 at 4:32 pm
We’ll be able to help after we get admin and file access to the website. You can get the FTP information from your web host. Usually they’ll include the FTP information in their welcome email, or if you have the cpanel information you can send that along in the support token form.
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Kelly McKenzie
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June 12, 2018 at 4:34 pm
Sorry again for being the worst. I reset the login credentials and have resubmitted the new ones. Please let me know if there are issues. As you can probably tell, I’m a bit frantic.
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Kelly McKenzie
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June 12, 2018 at 4:37 pm
So I just got an email that my license number had been reset, and I followed the instructions in the email, but it’s still not working.
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Josh
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June 12, 2018 at 4:41 pm
Thanks for resending, I was able to log in and deactivate the REST API plugin, and your site is functional now.
With regards to the license key: The reason the license key is not working is because you have an EE4 license and your website has EE3 plugins installed. So one option is you can go to your account page and switch to an EE3 license.
Or if you can resend the support token form and include FTP or Cpanel access, we’ll take care of everything.
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Kelly McKenzie
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June 12, 2018 at 4:43 pm
Wonderful! Thank you so much! I really appreciate your help, and I will switch to the EE3 license.
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