You may experience problems downloading the license key (key.php file) from My.Kayako because the order is inactive or grayed out. You may also not be able to change the number of licenses associated with your account.
If the order is grayed out, this requires investigation and will be fixed in the backend. Please follow these steps to contact support:
- Click the Submit a ticket button at the top or at the bottom of this page. If you already have an open ticket with us for this issue, then skip this step (use the existing ticket).
Provide the following details:
- The instance or domain name (e.g., domain.kayako.com)
- A short description of the problem.
- Screenshot of the My.Kayako page showing the order page.
- Company name
- Registered Email Address
- Product Plan (Fusion or Case?)