License troubleshooting

Symptom by symptom, for licenses and downloads.

The product is not in my account

1. Check Orders. A pending, on-hold, cancelled, refunded or failed order grants nothing.
2. Check which account you are signed in with. Buying with a second email address creates a second account, and neither sees the other's products.
3. Check whether a subscription lapsed. The license card remains in the account, but a non-active badge means it is not usable.

If the order is paid, the account is right, and the license is still missing, contact support with the order number.

My key is rejected on the site

In order:

1. Reveal and copy it again, rather than retyping. Most rejections are a character lost in transit.
2. Check the status badge on the card. Only an active license validates.
3. Check the domain count. If the allowance is full, the activation is refused — free a slot.
4. Check the site can reach the internet. A firewall, an offline server, or a security plugin blocking outbound requests all look exactly like a bad key.
5. Check you used the right license. If you own two of the same product, the prefix on the card tells them apart.

Do not rotate the key to fix a rejection. Rotation breaks every other site and fixes nothing here.

Updates do not appear on my site

Three conditions must all hold: the key is entered, the license is active, and the plan includes updates.

Then check the ordinary causes:

• The site's version already matches Latest version on the card.
• The site cannot reach Pomatio.
• WordPress update checks are disabled or heavily cached on the site.

Compare the installed version with Latest version before investigating anything else.

Download ZIP is missing

Your plan does not include downloads or updates. The button only appears when it does.

Download ZIP is disabled

You reached a limit. The counters just above the button say which: per release, or the rolling 7 days. See Download limits.

The download returns an error

The message names the check that failed. The common ones:

• The license is not active.
• The license could not be read — contact support, this is not something you can fix from the account.
• A download limit was reached.

A domain I do not recognize is listed

Take it seriously. Either a colleague activated a site you did not know about, or your key has been used by someone else.

1. Ask the accountable account owner whether a legitimate activation was added recently.
2. Remove the domain.
3. If nobody claims it, rotate the key — following the order in Rotate a compromised key, because rotation breaks your legitimate sites too.

I ran out of domain slots

Remove domains you no longer use — decommissioned sites, finished staging copies, client sites you handed over. Each removal frees a slot immediately.

If every listed domain is genuinely in use, you need a plan with a larger allowance.

I removed a domain by mistake

Nothing is lost. Activate the product again on that site with the same key, and the domain returns.

After rotating, some sites stopped working

That is what rotation does — expected, not a fault. Paste the new key on each site.

Still stuck

Send support the product name, the license key prefix shown on the card, the domain involved and what you already checked. Never send the key itself. See Safe support information.