License Activation Troubleshooting

Invalid License Key

Error Message: "Invalid license key" or "License key not found"

Common Causes:

• Typo in the license key (especially if typed manually)
• Extra spaces at the beginning or end of the key
• Copying only part of the license key
• Using an old/revoked license key

Solutions:

1. Go to your licenses page
2. Click the "Copy" button next to your license key
3. Paste directly into the activation field (Ctrl+V or ⌘+V)
4. Make sure the entire key is selected when copying (format: XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX)

Device Limit Reached

Error Message: "Maximum number of devices reached" or "Device limit exceeded"

Explanation: Each subscription tier has a device limit:

• Trial: 1 device
• Basic: 1 device
• Pro: 5 devices

Solutions:

1. Go to your licenses page
2. Review the list of active devices
3. Deactivate a device you're no longer using (click "Deactivate")
4. Wait a few seconds, then try activating the new device again
5. Or upgrade your plan for more device slots

Subscription Expired

Error Message: "License expired" or "Subscription inactive"

Explanation: Your subscription payment failed or the subscription was cancelled.

Solutions:

1. Check your billing page for subscription status
2. If payment failed, update your payment method and retry
3. If you cancelled by mistake, resubscribe to reactivate
4. Check your email for payment failure notifications from PayPal

Network Connection Error

Error Message: "Cannot connect to activation server" or "Network error"

Common Causes:

• No internet connection
• Firewall blocking the app
• Corporate network restrictions
• VPN interfering with activation

Solutions:

1. Verify internet connection (open a web browser and visit a website)
2. Temporarily disable VPN and try again
3. Check firewall settings - allow the application to access the internet
4. If on a corporate network, ask IT to whitelist:
   textCopy

   *.rb-devops.com

5. Try switching to a different network (mobile hotspot, home WiFi, etc.)

License Already in Use on This Device

Error Message: "This device is already activated" or "License already registered"

Explanation: The device was previously activated and the license is still cached.

Solutions:

1. Check if the app is already activated (look for active features)
2. If you need to switch licenses, deactivate the current one first (Settings → License → Deactivate)
3. Or reinstall the app to clear all cached data

Organization Membership Issues

Error Message: "Not authorized for this organization" or a join rejection about seats

Common Causes:

• You're not a member of the organization
• You don't hold your own Pro license for the app and nobody sponsors your seat (there are no free seats)
• Your organization invitation expired
• You were removed from the organization, or your sponsored seat ended

Solutions:

1. Contact your organization owner/admin to verify your membership
2. Subscribe to Pro yourself, or ask the owner to sponsor your seat (see organization guide)
3. If the invitation expired, request a new one
4. Check your dashboard notifications - invitations and seat changes appear there

Server Error or Maintenance

Error Message: "Server error" or "Service temporarily unavailable"

Explanation: The activation server is experiencing issues or under maintenance.

Solutions:

1. Wait 5-10 minutes and try again
2. Verify your internet connection is stable
3. If the issue persists for more than 30 minutes, contact support

Trial Period Expired

Error Message: "Trial period expired" or "Trial license no longer valid"

Explanation: The 14-day trial period has ended.

Solutions:

1. Go to the pricing page and purchase a subscription
2. Choose between Basic ($9/month) or Pro ($39/month) plans
3. After purchase, your new license key will be available in the dashboard
4. Activate the new license key in the app