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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 to see if you are qualified for a free upgrade.

    In summary

    If you have an Active Maintenance Package:
    Contact us 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 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, call us at 1-800-496-0148 (option 1), or chat with us using our live chat system on https://horizondatasys.com.