What to do when I get a notification that our licence information cannot be updated automatically?

The most common reasons why customers are getting a notification that the licence cannot be updated automatically are these:

• More user licences are assigned to users than has been bought.
   
• A customer tries to log in to the wrong installation.
   
• We didn't receive a customer's payment for the licences yet.
   
• [ONSITE]The licence in the SuperOffice licence system is different than the actual on your server

 

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More user licences are assigned to users than has been bought.

This usually happens when a customer reduces the number of licences in the contract, but the excess licences are not removed from users. To be able to fetch the new licence and remove the notification message, you should manually remove the licence that you dont have access to anymore.
For example; if you have 10 Sales Standard licenses and will change then to Sales Premium licenses, you have to manually remove the 10 Sales Standard licenses from the users that use them, before you can fetch the new Sales Premium licenses. 

There are two ways how to do this.

1. Use the Remove excess use of licenses function.

2. Manually remove excess licenses from the users.

 

1. Use the Remove excess use of licenses function.

1. Click on Remove excess use of licence before activating new license.
   
   
    
2. In the dialogue, you will see, which licences should be removed. Click on a user plan under User licences which is in red. 
   
   
    
3. Select a user from the list (1) and click Delete (2). It will remove the licence from the user. Repeat it until all excess licences are removed and then click OK (3). 
   
   
    
4. You'll be redirected back to the activation screen, click on Activate to initiate licence activation.
    
5. When the licence is activated successfully you'll see a text notifying you that New licence activated.
    
6. When you have received new licenses, you can now assign them to the users again.

 

2. Manually remove excess licenses from the users.

1. Go to the User tab in Settings and Maintenance and click on a user that is using a license that is not in your license plan anymore. 
    
2. Select '(No Selection)' in the User Plan field and click Save. 
   
   
    
3. Repeat these steps for each user that is using a license you do not have access to anymore.
    
4. Go to the Licenses tab, click on the SuperOffice tab and click on 'Click here to fetch your new license information from the web'.
   
   
    
5. When the licence is activated successfully you'll see a text notifying you that New licence activated.
    
6. When you have received the new licenses, you can now assign them to the users again.

 

Note! If you get an error: "The user has open requests in Service. The licence cannot be removed" read this FAQ.

 

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A customer tries to log in to the wrong installation.

All new customers have an option to continue working on their free trial installation. However, they can get an empty one once their free trial licence expires. Sometimes, users try to log in to the free trial installation instead of the new production installation.

If this situation sounds familiar, please make sure that you are logging into the correct installation. Contact your SuperOffice administrator and confirm the CustID and the Serial number of your production installation. You can see the name and licence number of your SuperOffice by clicking on Help and About. This FAQ also explains how to see it.
 

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We didn't receive a customer's payment for the licences yet.

If there has been a delay or issue with the payment for licences, the system won't update the licence automatically.

Please confirm that your company has made a successful payment to SuperOffice. If you have confirmed the payment and none of the situations described in this FAQ helps you to update the licence, please contact SuperOffice support for help.

 

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[ONSITE] The licence in the SuperOffice licence system is different than the actual on your server.

This situation can happen when a SuperOffice customer upgrades their SuperOffice installation to a version for which they don't have a maintenance contract. E.g. They have a maintenance contract for version 8, but they upgraded to version 9. 

The solution, in this case, is to contact SuperOffice support or your contact person in SuperOffice to get help. 

 

More information

FAQ: How do I update the licence information in SuperOffice CRM?