Troubleshooting
Diagnose the licensing decision before changing the product.
Start with the exact operation, environment, request identifier and returned error. Avoid 'fixing' a licensing error by weakening validation.
Licence will not activate
- Confirm the licence belongs to the expected product/plan.
- Check whether the licence is active rather than suspended, expired or revoked.
- Check whether its activation limit has already been reached.
- Confirm the installation identifier is stable and correctly formed.
- Retry only with the same idempotency key if the original request outcome is unknown.
Validation fails after previously working
Check for a lifecycle change, expiry, revocation, changed activation identity or an offline assertion that has exceeded its allowed validity period. Do not extend a signed assertion locally.
Machine credential returns 401
- Wrong test/live environment.
- Wrong audience.
- Credential expired or revoked.
- Network restriction no longer matches.
- Linked licence is no longer valid.
Machine credential returns 403
The credential may be valid but does not carry the scope required by the requested operation. Issue or rotate credentials using least privilege rather than replacing them with a wildcard credential as a shortcut.
Webhook is rejected
Check the provider signature, configured merchant/site identity, exact raw body, event ID and supported event type. A duplicate delivery with the same identifier but different content should be treated as suspicious rather than silently accepted.
Software update is not offered
Confirm licence eligibility, release channel, rollout policy and release metadata. Do not bypass entitlement checks by exposing package URLs directly to clients.
Still stuck?
Collect the request ID, approximate time, product name, environment and non-secret error response, then use the Help Centre or contact PluginPip Ltd. Do not email licence keys, passwords, API credentials or private signing material.