---
title: License Upgrade process FAQs
description: license upgrade
---

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November 6, 2025

# License Upgrade process FAQs

## Frequently asked questions on how to upgrade your license key to our latest major versions

1. **Can I use my older Product ID with the new major release?**  
   No. Each major release uses a different license format.
2. **Am I qualified for a free license upgrade?**  
   Please check our [**software upgrade policy here**](https://support.horizondatasys.com/knowledge-base/software-upgrade-policy) to see if you are qualified for a free upgrade.
   
   In summary
   
   ***If you have an Active Maintenance Package***:   
   [Contact us](https://support.horizondatasys.com/knowledge-base/kb-tickets/new) as you are entitled to receive the latest updates.
   
   ***If you an Inactive/Expired or No Maintenance Package***: if a new version within 60 days of a purchased software license, the customer will be entitled to a free license upgrade to the new release. If outside of this window, there may be an opportunity to renew your Maintenance Package. See below to contact us.
3. **If I qualify for a free license upgrade, is the upgrade automatic?**  
   No. The older key is queued for deletion once a new key is issued, which is why we don't automatically upgrade keys. A major release also requires uninstalling the older version first (either manually or automatically).
4. **If I qualify for a free license upgrade, how do I get my new Product ID?**  
   Please **[submit a support ticket](https://support.horizondatasys.com/knowledge-base/kb-tickets/new)** to request a license upgrade. We will respond within 1-2 business days with an upgrade key. To expedite your request, please be sure to include the following: 
     - Your Proof of Purchase (order reference number or quote number)
     - Your Account Email Address (the email address you used to purchase the software)
     - Your Product ID / License Key
5. **Additional notes for volume license key upgrades**  
   For users with volume license keys, please note and confirm your acceptance of the following conditions when submitting a license key upgrade request: 
     - We will issue a new license key
     - You retain usage of your older key (e.g., version 12) for 60 days to give you time to migrate to the newer version
     - After 60 days, the older key is revoked.

If you have any questions, [submit a ticket](https://support.horizondatasys.com/knowledge-base/kb-tickets/new), [mailto:sales@horizondatasys.com](mailto:sales@horizondatasys.com)call us at 1-800-496-0148 (option 1), or chat with us using our live chat system on [https://horizondatasys.com](https://horizondatasys.com/). 

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