My license key is not accepted

Keys are checked in the app, offline, so there are only a few reasons one is not accepted.

The paste is incomplete

A key starts with RECORDIST- and is long; the email shows it in groups of five characters separated by hyphens. Email clients sometimes wrap it. Copy all of it in one piece, with no spaces or line breaks inside it; hyphens and letter case do not matter. The app trims spaces around the key but cannot repair a missing part.

The period has ended

Pro keys carry an expiry date: the end of the period you paid for, plus 7 days. From version 1.0.5, with update checks on, the app brings in each renewed key by itself once the payment goes through. Each time Stripe renews your subscription, we also email you the new key for the new period. Only if the app has not brought it in, for example with update checks off, open Settings → License, paste the new key into the key box and click Replace key, or Activate if your current key has already ended. Nothing else to do. If a renewal failed (an expired card, for example), fix the card at recordist.app/billing, and the new key follows as soon as the payment goes through.

The key went to a different address

Keys are sent to the email used at checkout. If you paid with a work address, look there, or write to support@recordist.app from that address and we resend it.

Open in Recordist did nothing

The Open in Recordist button in the key email needs Recordist 1.0.9 or later on that machine. With an earlier version, or before the app is installed, the page it opens shows the key with a Copy the key button: copy it, then paste it into Settings → License and click Activate. The page needs the whole link from the email; if it says there is no key, open the link from the email again.

The app is older than the key format

A very old build may not know a newer key version. Update from the download page and paste again.

Still failing

Send a ticket from the address you used at checkout, or with your receipt number, plus your app version and the exact error text. Never send the key. We look up the purchase and send the key again if needed. Apart from when your machine registered a subscription key for automatic renewal, each time it asks for a renewed key, and its asks for a key bought from inside the app, nothing about your install is visible to us.