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Post-Sale Customer Support

Most of your support requests after a sale are simple: a customer lost their license key, hit their device limit on a new machine, or ran out of downloads. This guide shows how to resolve each from the Developer Portal, so you can help a non-technical customer in a minute or two.

"I lost my license key"

  1. Open the Licenses page in the portal.
  2. Find the customer by their email in the Customer column.
  3. Click the license key cell to copy the full key, then send it to the customer.

If the customer's email on file has a typo (a common cause of "I never got my key"):

  1. Click the pencil icon on the Customer column for that license.
  2. Correct the email and save.
  3. Use Re-send delivery email (the envelope icon on the row) to email the corrected address their key and download link again.

Re-sending the delivery email is a Pro feature

The envelope re-send action requires an active Pro subscription.

"I got a new computer and the app won't activate"

This usually means the customer reached their device limit. Each machine the app activates on counts as one device.

  • To free up a slot, reset the customer's devices for that license from the Licenses page. Their old machine's activation is cleared and the new one can activate.
  • To permanently allow more machines, raise the license's device limit. See Configure Licensing.

"I can't download the app anymore"

The license has reached its download cap. Raise the cap from the Licenses page (pencil icon on the Downloads column) and the customer can download again immediately. See Per-License Download Limits.

"The app shows a license error on launch"

Ask the customer what the message says. Common cases:

Message theme What it means What you do
Revoked The license was revoked Re-issue a license if the revocation was a mistake
Expired A time-limited license passed its expiry Extend the expiry date (Pro) or issue a new license
Device limit reached Too many machines Reset devices or raise the device limit

If the customer is on macOS and the app won't open with a Gatekeeper warning, that is a signing question, not a license one. See Distributing macOS .app bundles.

Topic Link
Device limits, expiry, grace Configure Licensing
Download caps Per-License Download Limits
Licensing concepts Licensing System