Overview
The ' License has expired' error may appear when trying to access your Kayako Classic instance due to the following reasons:
- Outdated license (key.php) on your server (for Kayako Classic Download).
- Issues with payments or the renewal were not processed on time.
- Kayako Classic account sync issues.
Prerequisites
- Updating payment details and account information through the Kayako Account page requires the registered email address of the account.
Solution
A. Outdated license (key.php)
If you are on the Kayako Classic Download version, you need to update your existing key.php file with the new key generated for your account if did one of the following actions:
- Renewed your subscription
- Increase or decrease the seat count
- Change the instance domain
For instructions in downloading the key.php file, please visit the Downloading the Key.php File for Your Kayako Account article.
B. Payment or renewal issues
If you have not renewed your Kayako Classic subscription yet, or the system failed to collect your recurring payment, then it would result in license expiration.
Payments are scheduled automatically. If you have a credit card on file, the system will automatically charge the card on your renewal date. However, if the card has expired or the system was not able to charge it for some reason, you would need to update your credit card information or make a manual payment. But since you won't be able to login into your Kayako account due to an expired license, you can request a temporary extension from the support team.
NOTE: If you are already in contact with your renewal manager, then you may skip the following steps since your renewal manager should be able to provide a temporary license extension.
Follow these steps to resolve payment or renewal issues:
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Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket with us for this issue, then skip this step and use the existing ticket.
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Provide the following details:
- Instance name (e.g., domain.kayako.com)
- A short description of why you are requesting a temporary license extension. (e.g., You already sent your payment via bank transfer.)
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The support team will extend your license for seven (7) days only. Once the support team has responded and confirmed that your license has been extended, log in to your Kayako account to update your credit card information. To learn more about this, please visit Making Payments for Kayako Subscription.
- NOTE: Keep in mind that the support team cannot collect your payment nor they can update the payment information on your behalf due to security reasons.
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Once you enter and saved a new credit card, the system will automatically collect the payment and renew the subscription.
NOTES:
- Kayako accepts payment by bank transfer for annual subscription payments. The Paying by Bank Transfer article provides general information on the process and the bank account details. If you are paying through bank transfers, make sure you send your payment at least seven (7) days before your license expiration date.
- To get an extension for your trial account, you need to contact our Sales department by sending an email to sales@kayako.com.
- If you are unable to add a new credit card or having issues adding one on your account, you may reach out to our support team by clicking the Submit a ticket button at the top or at the bottom of this page.
C. Kayako Classic account sync issues
If the issue does not fall on any of the above scenarios, contact the support team by following these steps:
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Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket with us for this issue, then skip this step and use the existing ticket.
- Provide the details of the issue including a screenshot of the error and where exactly does it appear.
- A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
- If you are allowing support to impersonate your account for troubleshooting purposes, kindly check our article for Sharing Secure Access to Your Kayako Classic Helpdesk guide.
Confirmation
For license key issues, once you updated the key.php file on the root folder (replacing the old file) in which the rest of the helpdesk files have been uploaded, you should be able to access your instance without the error message.
For billing or payment issues, once the payment is collected, the subscription will be renewed and you can continue using your instance without the "license has expired" error.
For account sync issues, once we get your instance to sync with our backend system, the subscription will be renewed and you can continue using your instance without the "license has expired" error.