Overview

Failure to renew your subscription (say converting a free trial to a paid account or you failed to pay your monthly or annual bill/invoice) will cut-off the functionality of your account. You may receive the "License has expired" error when trying to access your Kayako instance. Or, the error "Your request wasn't saved because your subscription has expired." will appear if you attempt to make changes to your settings (e.g., disabling user accounts or adding automation).

Diagnosis

If your subscription has expired, you will be able to login to your instance but you will not be allowed to make any changes to the settings.

There are a few reasons why you may encounter these error messages:

• Your account has an unpaid bill perhaps due to credit card issues or delays in bank transfer payments.
• You might be logged in to the wrong instance.
• There's a sync issue with Kayako's backend system

To avoid service disruption due to failed renewals, we highly recommend adding a valid credit card to your account. If you have a valid credit card on file, the system will automatically charge your account either monthly or annually depending on your plan. This keeps your account up to date with payments thus avoiding disruptions due to license expiration. If you don't have a credit card on file, then your subscription will expire as soon as it reaches the expiration date.

Or, if you are paying through bank transfers, make sure you send your payment at least seven (7) days before your instance expiration date. You can view your account details from the Account section of Kayako.

On the other hand, If you have made a payment or can confirm that the payment has been collected and yet you are getting the aforesaid error messages, then it could be a problem with Kayako's backend system that needs to be reported to the support team.

NOTES:

• Before you proceed with the solution below, please make sure you are accessing the correct instance if you are managing multiple instances of Kayako or subscriptions. 
• If you have specific questions about pricing details, please send an email to Sales@kayako.com. 

Prerequisites

• Updating payment details and account information requires an "owner role" account.
• Working knowledge of the API (Application Programming Interface).

Solution

Billing Issue

Please check your billing information as described in the Checking or Updating Your Billing Information, Price Plan, or Payment Method article. If confirmed that you have not made a payment but you are intending to renew the subscription or perhaps you are already in contact with the renewals team, please reach out to the support team to request a temporary extension. Once the extension is granted, you can go to the admin panel in the Accounts section to update your credit card or payment method information.

To resolve billing issues, please perform the steps below:

1. 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.

2. Provide the following details:

   • Instance URL (e.g., domain.kayako.com)
   • Company name
   • Number of Seats
   • A short description of why you are requesting a temporary license extension. (e.g., You already sent your payment via bank transfer)

3. The support team will extend your license for fourteen (14) days only. Once the support team has responded and confirmed that your license has been extended, go to the admin panel to update your credit card on file. Keep in mind that the support team cannot collect your payment due to security reasons.

   Note: If you are in need of a license extension for any other reason, please reach out directly to license@support.kayako.com via email, including the following information in your request:

   • Instance URL (e.g., domain.kayako.com)
   • Company name
   • Number of Seats
   • Reason for the extension

4. Once you enter and save a new credit card, the system will automatically collect the payment and renew the subscription.

Non-billing Issue

If you are certain that the payment has been collected from the account and yet you are getting the "license has expired" error messages, please contact the support team by following these steps:

1. 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.

2. 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, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.

3. Retrieve the plan information by running the API endpointhttps://instance_name.kayako.com/api/v1/planusing a browser while signed in to Kayako. To do this, log in to Kayako as an admin as you normally do.

4. On the same browser, open a new tab and enter the endpointhttps://instance_name.kayako.com/api/v1/plan.

   Note: Replace the 'instance_name' in the endpoint URL with your actual domain or instance name. You should get a response similar to the information on the image below.

   
   
5. Copy this information and send it along in your ticket.

Testing

For billing 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 non-billing 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.