Activation Troubleshooting #
Common issues and how to resolve them.
Issue 1: Customer Can’t Activate #
Symptom: “Activation limit reached” error
Checklist:
| Check | What to Look For |
|---|---|
| License status | Must be Active |
| Activation count | At or over limit? |
| Stale activations | Old sites using slots? |
| License expiration | Not expired? |
Common solutions:
| Problem | Solution |
|---|---|
| At limit with stale sites | Deactivate old sites |
| At limit, all sites needed | Offer upgrade |
| License expired | Renew license |
Issue 2: Activation Shows Wrong Status #
Symptom: Site is active but shows Inactive or Stale
Checklist:
- When was last check-in?
- Is site online?
- Can site reach your server?
Common causes:
- Server firewall blocking API
- Plugin deactivated on site
- Site offline
Issue 3: Activation Stuck #
Symptom: Can’t deactivate or status won’t change
Steps:
- Check if site is responding
- Try manual deactivation from admin
- If stuck: Use “Force Deactivate” option
- Check error logs for API issues
Issue 4: Customer Reports “License Already Activated” #
Symptom: Trying to activate but says already active
Steps:
- Find existing activation for this site
- If found: Already activated (explain to customer)
- If not found: Check for similar URLs (www vs non-www)
- Check license key matches
Issue 5: Activations Not Checking In #
Symptom: All activations for product show stale
Possible causes:
- Update checker URL changed
- Server certificate issue
- API endpoint down
Steps:
- Test activation API manually
- Check server logs
- Verify update checker URL in product settings