Hi @banannah ,
I am so sorry to hear about the trouble you and your client have been having with the license activation! I completely understand why you’re feeling frustrated.
Spending weeks trying to get this sorted out is incredibly stressful, and it is definitely not the experience we want for you.
I also really appreciate your honest feedback about the documentation and support instructions. We are working hard to update everything following the transition, but it certainly shouldn’t be causing you headaches in the meantime.
We would love to get this fixed for you right away. I took a look in our system to see how I could help, but I wasn’t able to find any open support tickets under your name. Since your client made the purchase, do you think it’s possible the ticket was opened under their name or email address?
- If you have a case number handy: Please share it with me here and we will track it down, figure out what went wrong with the instructions, and make sure we get this resolved for you.
Thank you so much for your patience while we work through these growing pains.
Please reach out to us, we really want to help turn this around for you and your client.
Apologies for the slow response. Case #: 52632192
I’m not sure if my client has continued chatting to support or not – my problem is that I have a license key but entering it in the big text box for license keys just returns an error. My client was told they had to download the addon (we just need PayFast) and then enter the license key in a different place which doesn’t exist until you install the addon. None of the documentation is up to date so I am struggling to guide them on this and they cannot find where to download the addon in the Liquid Web backend.
Hi @banannah ,
Thank you so much for providing the case number! We were able to track it down in our system, and I’m very glad to see that everything has been fully sorted out for your client.
We completely understand why the activation process was frustrating, and we apologize for the headache it caused. To give a little context, you or your client can download the add-ons on our portal here. After installing and activating the add-on on the website, they can then activate the license. When it comes to the license, Unified License Keys (keys issued after we consolidated our brands under the Liquid Web platform, which your client has) are activated by going to Settings → Liquid Web Products or GiveWP → Licensing.
Because we still support the older activation method for legacy licenses, we know that having multiple spots to enter a key isn’t the most intuitive experience right now. Your feedback is completely valid, and we are actively working on streamlining this process so it’s much smoother and clearer for everyone going forward.
Please don’t hesitate to reach out if you or your client need anything else!
I am having the same issue trying to I guess activate the license in the GiveWP plugin. I have purchased a premium license to use Square and it keeps saying invalid when trying to use. A ticket has been opened with a response of inserting the license someplace in Liquid Web which I have no idea where. I see the License in the my Liquid Web website and have uploaded the Square Add On to my website. It would be nice to know if the license needs to be entered into the GiveWP plugin?
