A licence can stop being accepted for ordinary reasons, and it is worth working through them in order before writing to us.
Check these first
- Validity period. Confirm the licence has not passed the end date stated on your order. An expired licence stops validating even though the robot file is still present.
- Machine and account. A licence is bound to the environment it was activated on. Activating on a different computer, a different broker server or a different MT account number can be refused.
- Connectivity. Validation is a request to our licensing service. If the terminal is offline, blocked by a firewall or proxy, or the machine clock is badly wrong, validation cannot complete.
- Activation ceiling. Every package allows a limited number of activations. Reinstalling an operating system or moving to a new machine consumes one.
If none of that explains it
Send us the licence key, the MT account number, the broker server name and the platform build, together with a short description of what changed before the problem appeared. Please do not send your trading password with the message; nothing in this process needs it.
A licence can be suspended by us. If that has happened, the reason is stated in the reply to your support request, and the suspension stays in force until it is resolved.