Support

November 17, 2012 at 8:42 am

Hi there,

I’m one of the core developers for Event Espresso and my job responsibilities include the systems and code for our licensing and automatic update system. I want to apologize for all the issues with the license key system that we’ve been experiencing over the last few weeks. Last week, we thought we had nailed a final fix and we completed a site-wide reset of all license keys but that did not completely work as expected for some of you. We want you to know that we’re working hard on this and we’re currently testing a fix that looks like it may resolve the false “Your License key is Invalid” or “Your license key cannot be used on more than one domain” type of messages.

I understand the annoyance factor with these messages when you know the license key IS in fact valid, and it certainly is a pain to have to request a reset and then go through the exercise of re saving your key in your Event Espresso General Options page ( as outlined in the instructions here ). However, in the meantime, our reset license key tool is the primary utility we have for restoring the key and getting rid of that message. Rest assured that these messages do not affect the operation or functionality of Event Espresso or any of its addons in any way. The site-license-key provides access to automatic updates and helps our support staff identify and validate the domains we are supporting.

Until we get the fix out, I hope you’ll bear with us when you get these messages. You can dismiss them using the “dismiss” link in the window that pops up or you can request a reset as before and our excellent support staff are doing resets as soon as we see them. Right now, we are NOT requiring payment for any reset requests until we get this fixed. To submit a request, just click on the “request reset” button next to your site license key on your profile, then in the popup window put a simple explanation and then click the submit button. The next screen will show payment options, ignore them and close the window, and we will still receive your request.

As always, regardless of what the message says on your WordPress install, you are still able to manually update any of your Event Espresso plugins by downloading them from your profile and uploading them to your site. If you are uncertain how to do this, follow the instructions on this page.

Once we have the fix ready, I’ll be posting instructions for how to apply it. Again, we apologize for the inconvenience of these issues and want to reassure you we’re working hard on testing the fix for this. If all goes well, I’ll be updating with a new post early next week.