Extending a License #
One of the most common customer support tasks is extending license expiration dates.
Common Scenarios #
Customer requests:
- “My license expired while I was on vacation”
- “Can you extend it while I resolve my payment issue?”
- “I’m a loyal customer, can you give me a grace period?”
Step-by-Step Guide #
- Go to DDLS > Licenses
- Search for customer’s email in search box
- Click the license key to open details
- Click [Edit] button
- Click Expiration Date field
- Use date picker to select new date (e.g., +30 days from today)
- Click [Update License]
- Reply to customer: “Extended! Your license is now active until [date].”
For Annual Licenses #
Instead of picking a specific date, add 365 days to current expiration.
Example:
- Current expiration: Dec 1, 2025
- New expiration: Dec 1, 2026
Goodwill Extensions #
7-30 Days: Common and appreciated by customers 30-90 Days: For special circumstances 90+ Days: Consider refund or credit instead
What Happens When You Extend #
Status Changes:
- If status was “Expired”, it automatically changes to “Active”
- If status was already “Active”, it stays Active
Customer Sees:
- Updated expiration date in customer portal
- Can activate new sites immediately (if was expired)
- Downloads re-enabled (if were disabled)
- Software continues working
No Email Sent Automatically: You should manually email customer to confirm extension.