PRO Licensing Issue

  • Resolved centuryperf

    (@centuryperf)


    9 months, 1 week ago

    Although I’m still experiencing various issues with the PRO version of this paid, 3-site plugin, one problem that is extremely frustrating relates to the licensing behavior and how the developer has ignored or provided little assistance in this area.

    While battling various issues on one of the production sites, I refused to renew the subscription and requested that 1TeamSoftware extend the existing license to provide additional troubleshooting time. After multiple requests, they finally agreed to a one-week extension and claimed to have reset the license. However, IT NEVER WORKED. The time extension and reset were invalid. The license key indicated that three sites were already linked to the license, and then stated that the license was inactive, despite the customer portal now showing 0/3 licenses active. Then, the license presented errors as being invalid. Numerous requests to fix this problem went ignored. I asked for a replacement license key. Ignored.

    On June 17th, I begrudgingly purchased the license renewal. If this provided a fix to the license issue, at this point, I was ready to try almost anything. Suddenly, the license was active and working again!?! Yay! Note that this was the identical license key that had presented both “too many sites” and “inactive license” errors.

    Today, June 20th, just three days later, after both licensed production sites (2 out of 3 uses) were showing active, registered license keys, the license is again invalid. It worked for just two days before breaking again. How is this possible?

    Site Admin UI Error Message: “ShipStation Shipping PRO for WooCommerce – Your Multi-Carrier ShipStation Shipping PRO for WooCommerce – Three Domains / Sites subscription license is invalid. Please purchase a license in order to be able to use it.”

    The order in the 1TeamSoftware customer portal shows a complete and valid subscription until June 21, 2026. The license status shows 3/3 in use, even though only two are active, because the staging site was deleted, and their licensing system doesn’t recognize that it no longer exists.

    I now have two production sites operating without complete shipping features to our customers, and who knows when their support team will respond.

    • Why do I have post these issues publicly to get a developer response?
    • Issues like this should be identified as critical and trigger a more prompt support response!
    • The developer’s actual support ticket page (links to which are included in email support responses) redirects to a blank, dead page that indicates I’m logged in, but nothing else appears. No topics, no tickets, and using the search box presents zero results.

    Frustration!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter centuryperf

    (@centuryperf)

    9 months ago

    We are just hours away from 4 days without a response to this support thread, and longer than that for the multiple unanswered emails sent to the plugin developer for help with this issue (and others). It is my belief, with some proof provided below, that their claim of ‘resetting’ the license has not functioned correctly, and I have requested a new, active, valid, and functional license key. The provided key shows invalid on any site it is entered into, including a bare, minimal site for testing purposes.

    Here is a screenshot from the admin UI for one of the websites. It claims that an active license is required. However, the license key entered (redacted for security purposes) is identical to the key provided on the order invoice, email confirmation, and what is shown under License Keys on the 1TeamSoftware customer portal.
    https://imgur.com/a/S9moy3V

    Here is a screenshot from the 1TeamSoftware customer portal, showing the completed order for this plugin.
    https://imgur.com/a/tYJlXF0

    Here is a screenshot from the 1TeamSoftware customer portal showing the license key (redacted for security purposes) and a valid date until June 21, 2026. Note that it shows 0/3 installations. This is the key that has been entered into the websites.
    https://imgur.com/a/1h3r1HW

    When this license claims to be expired or invalid, an odd behavior occurs. The plugin claims to have an update available. However, you will see that the plugin version of current and claimed update are identical (3.0.1). Attempting to run the update always fails. This screenshot shows the claimed update.
    https://imgur.com/a/NzdQasV

    This screenshot shows the update failure.
    https://imgur.com/a/FhAKvRq

    I have disabled, uninstalled, and reinstalled the plugin from a download, and the problem remains. Clearing the site and server cache has not provided a solution. I have tried entering the old, single-site, expired license key. Saving the page, then repeating the steps with the VALID key just to see if it would flush something on the sites that may affect validation of the key. Nothing has changed.

    It would be great if 1TeamSoftware support sensed the critical nature of this issue. I have client sites that are unable to use the necessary PRO features of this plugin due to this licensing issue.

    It is clear that I have paid for an ACTIVE and VALID license. 1teamSoftware needs to stop ignoring the requests and fix this (and other) problems.

    Plugin Author oneteamsoftware

    (@oneteamsoftware)

    9 months ago

    Hi,

    Please note that this forum is intended for the free version of the plugin. Support for the PRO version is only available through our official channel: https://1teamsoftware.com/contact-us/.

    We strongly recommend deleting these questions from here to avoid sharing any private information that could negatively impact your business.

    No support for PRO features will be provided through this forum.

    Best regards,
    1TeamSoftware Support

    Thread Starter centuryperf

    (@centuryperf)

    9 months ago

    I would be happy NOT to post here. 4 days without a response here, and longer for email correspondence. Multiple issues remain that are not adequately addressed. I received an email from support two hours ago claiming the license key was reset. Within 30 minutes, after testing, clearing the cache, and making other attempts, I responded (with screenshots) that the reset had no effect. I have not received a response since, but someone had time to post here.

    I will gladly remove these posts after:
    1) The licensing issue is resolved
    2) The missing shipment tracking on the orders list and the order details issue is resolved
    3) The PHAR/TMP ownership issue is resolved. I provided notes from Cloudways’ engineers, which show that the issue is not server-related. The plugin support team wanted payment to perform a more thorough investigation. I shared what Cloudways engineers and I found after spending many hours researching, but I have yet to receive a response.

Viewing 3 replies - 1 through 3 (of 3 total)

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